Replay Reviews 296

This company do not make it clear there will be a 40% import fee. You purchase the goods for the " total price' only to get a surprise email a few days later asking for the import fees. It's a hidden astronomical extra. Avoid.

Hidden import taxes that increase the price by 40%. Note to anyone in the UK thinking of buying anything from Replay - don’t…. They advertise free shipping and then I got hit for a £78 import tax (increasing the order price by 40%) for two pairs of jeans by their delivery company UPS. Scandalous that it wasn’t mentioned at the point of sale, and there is no UK number to contact…. Unless Replay contact me (dm pls) on the back of this message, I propose you avoid shopping with them (maybe it’s a Brexit tariff who knows, as it’s not explained well on the email by UPS) ….. very poor Replay, you should mention that at point of sale and/or should have a contact number on your webshite.

Bought a pair of Replay jeans. The web shop quoted price i NOK and inclusive tax.
Nevertheless I got a custom and VAT tax bill from USP of 700 NOK.

Ordered TWILL CARGO TROUSERS 8053816255906, from italy to norway. Arrived on time and very satisfied. :)

The worst customers service ever received! If uou have an issue with your order they don’t care about there client if they are satisfied!
Their customers service is really poor and they don’t know how to assist you.
Really a shame for the way they handled there loyal client! 😱

Comfy but doesnt worth the price, especially when customer service is nonexistent.

Extremely disappointing experience. I ordered shoes for an important show and waited patiently for the delivery. The package was marked as delivered, but I never received it. There was no valid proof of delivery, no signature, no photo.
Customer service was unhelpful and unfriendly on the phone, and instead of resolving the issue, I was told to deal with the courier myself. This is not how customers should be treated. Due to this experience, I will not be ordering from Replay again.

The goods are excellent so it is easy to get pulled into a good deal offered only to find an additional 23% tax charge to be added on demand or at the door on delivery!! Well never again.

I'm not sure why I have even have to give this one star , it should be zero.
Hidden extreme high costs when importing to the UK
I have be hit with a £100 import tax bill which is a half the value of my order !!

I refused delivery and told them to return it and now been hit with an invoice with an additional charge of £40 for not paying it

So I'm going to have to pay it as it's now legal debt, will I get delivery so I can return them as unwanted and get money back probably not.
Customer service is none existent. You can't email then not do they answer the phone.

Will never order direct again !! Avoid.

Terrible Terrible Terrible service, such a shame as the quality of the product is excellent… Customer service is non existent,,

Import fees of £94???? wtf???? I’m sure they’ll come up with some elaborate excuse but no other company I’ve ever used that retails in the uk has ever had this issue, and I’ve been an adult for 26 years.

What the actual f?

After I ordered, I checked reviews to be sure I ordered from an official Replay website. I was surprised by all the negative feedback and regretted that I ordered online. But my experience was good though.

I received the order (5 jeans). I had to return them all because I gained weight (oops). They were delivered from Italy to the Netherlands. What a shame.

I returned them; Replay paid for the return. I followed the package (UPS) and it got delivered in Italy. I got my money back. Almost €500.

In between, I asked support if I could return one specific pair of jeans because I accidentally already removed the tags. They replied that this time they would make an exception. In their policy they mention that items without the original tags cannot be returned. So I was happy they made an exception when I asked them to.

All in all, good communication and no problems whatsoever. I normally don't write reviews, but I felt all the negative reviews do not show an accurate picture of this seller. I am not affiliated whatsoever.

When all europe is a mile step ahead with computerising sysytem italians still like a third world. Order cant return as return label needs to be printed out. The place where i live there is no liberary or coffee shop with a printer. Nearest one would be 20 milea away. All my orders from different companies were return when qr code was scanned. Pizza makers think different. Probably spend too much time on the sun and brains are melted. You must print return label or you cant get refund. Dont buy anything from them . Let them make their clothes from puzza dough. Idiots.

Sold a completely misleading Black Friday online deal.
I purchased tems thinking they were part of the deal, so when the message popped up at purchase stage there was no indication of the what the customs charge would be (is it £1 or £100 or £1000?). Response from Replay to say that it's 'out of their control'.
Upon delivery I paid a customs charge that was almost exactly the same value as the black friday 'discount', so i effective bought full price items.

Hidden costs when importing to the UK. I was hit with a £66 import tax bill that was not declared on any receipt or invoice. Literally got an email from DHL telling me I would have to pay the driver upon delivery. I refused this and tried to cancel the order. Waiting now for a refund…

Ordered 2 pairs of jeans from their on-line website. Had calculated that I would potentially be liable for VAT at 20% on £258. Prior to delivery UPS notified me that there was a fee payable of £112. Wrote to Replay customer service team who just quoted their terms and conditions (they do not understand the purpose of customer service). Informed them that I didn't want the jeans and will dispute all costs. There are much better companies to buy jeans from which are of equal quality.

This review is intended to inform other customers — especially those outside Italy — about systemic issues I experienced with Replay / Fashion Box S.p.A. (Replayjeans.com) regarding cross-border VAT, customs handling, and customer service.

Timeline: The issue lasted over 12 weeks (24 messages exchanged) from July to October 2025.

1. VAT and customs were handled incorrectly
As a Norwegian customer, Replay is legally required under the VOEC scheme to:
- charge VAT (NOK) at checkout,
- declare the shipment with their VOEC number,
- ensure the consumer is not charged import VAT or brokerage fees.

Replay failed to do so, resulting in UPS charging me NOK 527 in VAT and fees.

2. Customer service repeatedly provided incorrect information
Throughout the process, Replay:
- asserted interpretations of tax rules that were demonstrably incorrect,
- insisted that customers must pay import charges (contrary to VOEC and consumer law),
- avoided acknowledging factual errors even when presented with documentation,
- ignored the solution I provided (a Norwegian bank account for NOK refunds) and instead repeatedly used EUR transfers that resulted in further shortfalls.

3. Resolution only came after persistence and detailed legal knowledge
It took 24 messages across more than 12 weeks to obtain a full refund.
Replay introduced new obstacles at almost every step, and several refund attempts were mishandled due to improper currency handling.

To be clear:
Without detailed knowledge of VOEC rules, EU e-commerce regulations, and my rights as a consumer, I likely would have given up — many other customers likely face similar challenges.

4. For customers in other countries
- EU customers: Intra-EU shipments should never incur customs fees; such charges typically indicate incorrect declaration by the sender.
- UK customers: For orders under £135, VAT must be collected at checkout; missing VAT often leads to improper import charges.
- Non-EU/EEA customers: Sellers must clearly inform consumers of any import charges in advance, as required by the EU Consumer Rights Directive (Art. 6).

Summary
Replay eventually refunded the full amount, but only after considerable effort.
The core issue was not the money — it was the incorrect information, obstructive handling, and failure to comply with established cross-border VAT rules.

Customers outside Italy should be prepared to assert their rights clearly — and persistently — if similar issues arise.

I don’t have much time to write reviews but this has to be said. I visited the store in Barcelona last week on Paseo de Gracia. I purchased a winter jacket for 249€. After getting home and thinking it over, I decided to return the jacket to find something better for the value. Upon arrival to the desk for a return credit to my account, I state the jacket was still unworn, still with tags, same shopping bag, with the purchase receipt. …. 2 days later and was told I could either exchange it for something else or receive a store voucher/credit! Surprised as I was, I did not argue the matter as the policy was stated on the receipt. I honestly cannot recall any credible retailer who does not offer a refund in the form of the payment tendered for something unworn, with tags etc, within 7-14 days or more. I did not argue the matter but was absolutely turned off from this company forever. This store has been on Paseo de Gracia for years and it baffles me as to who’s purchasing their product with such unfavourable customer service policies. Ive never really cared for their products and/or quality of them but took a spontaneous chance this time and got burned. Im stuck with a store voucher that I may never use. It reminded me to trust my gut for future and warn others of what to expect here.

Unfortunately i am one of the many that did not read correctly. Customer service in Italy did explain it very well and understood and it does say purchases over £135 can be charged. My only advice to people is not to purchase from abroad. My tax as over £95 which i can only say is the most expensive delivery i have had for clothes, and they might not fit !! Really crazy, but they do free returns ! haha. More annoyed at myself for thinking i might get bargains ! Once bitten, never again.

As everyone else is saying I expected to pay £150 for jeans, received an order confirmation saying that amount included tax and now courier arrives asking for an additional £118. The replay customer service team then tell me that dispite rejecting the parcel that I will be pursued for the duty thru the courts. Avoid avoid avoid!