I have had a great response from Kimberly H at Carolina Herrera. The delivery driver said they had delivered my package when I was at work, but when I got home it wasn't there. I emailed Carolina... See more
Company replied
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I am not normally one to leave reviews but in this instance I thought it was important. After buying my wife a Carolina Herrera Calander (which she has asked me for over the last 18 months) we found o... See more
Company replied
I had a wonderful shopping experience when I visited Fenwick in Newcastle and was looked after by a lovely blonde lady on the Carolina Herrera Counter. She spent lots of time with me and I tried out... See more
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I had to contact customer service as the website glitched and removed a few of my perfume samples- it's a small issue but nonetheless, Afful F was extremely helpful in assisting me. They gave a swift... See more
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Company details
About Carolina Herrera
Written by the company
The House of Herrera is defined by the iconic style and effortless sophistication of its founder Carolina Herrera, launching Carolina Herrera New York in 1981.
Carolina Herrera New York is our luxury fashion and beauty house renowned for its fashion-forward collections and world-class couture atelier.
Encompassing fragrances and a newly launched, fully customizable makeup collection, Carolina Herrera Fragrances reflects the effortless sophistication and iconic style of founder Carolina Herrera.
Contact info
4.6
Excellent
772 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 94% of negative reviews
Typically replies within 1 week
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Extremely disappointing experience
I have never experienced such an incompetent level of customer service from a brand that markets itself as a luxury brand.
My complaint began on 16 July 2026 and was not resolved until 14 August 2026. Almost a month of chasing, contradictory information, delays and silence.
I returned my parcel using Carolina Herrera’s authorised DPD return service, exactly as instructed, and retained my official DPD Certificate of Posting as proof that I had handed it in.
Despite this, I was repeatedly passed between advisers and given conflicting information. I was initially told that my parcel was on its way to the warehouse and to simply wait. I was then told that DPD had apparently concluded that my parcel had never been handed in and that my refund could not be processed.
This effectively insinuated that I had never returned the parcel at all, despite having followed the authorised returns process and having proof of posting. What makes this even worse is that nobody initially asked to see my Certificate of Posting. I had the evidence from day one, and it was only after I challenged their conclusion that they finally requested it. That is an extremely serious implication to place on a customer.
I also submitted a formal complaint in writing, which was never acknowledged.
Then, after 26 days, a refund suddenly appeared out of the blue — with no breakdown, no explanation and no communication about what had actually happened to my parcel during those 26 days. I had been told it was going to the warehouse, then told it had never been handed in, and suddenly a refund was issued without anyone explaining where my parcel had actually gone or what had happened to it.
And even then, the refund was incorrect. I had to contact them again to point out the mistake and have it corrected.
So this was not one isolated mistake. It was mistake after mistake: contradictory information, failure to properly investigate my return, failure to acknowledge my formal complaint, no transparency on where my parcel was for those 26 days, and almost a month of unnecessary chasing.
What is particularly concerning is that I have since seen other recent customer reviews describing similar experiences involving DPD and customers feeling that their cases were dismissed rather than properly investigated. It makes me question whether this is an isolated incident or part of a wider problem with how Carolina Herrera handles customers when something goes wrong.
A luxury price tag should come with luxury customer service. This experience was the complete opposite.
Based on this experience, I would not shop with Carolina Herrera again and cannot recommend them to anyone.
July 16, 2026
Unprompted review
Reply from Carolina Herrera
Dear Fatima,
Thank you for taking the time to share such detailed feedback with us. We are genuinely sorry to hear about the difficulties and frustration you experienced while waiting for your return and refund to be resolved.
We can see that your case was ultimately resolved and that your refund was issued and subsequently corrected. We appreciate your patience while this was being investigated and resolved.
Your feedback regarding the communication and handling of your return is important to us, and we will ensure that your comments are shared with the relevant teams so that we can continue to review and improve our processes.
We value your feedback and hope that, despite the difficulties encountered on this occasion, we may have the opportunity to provide you with a much better experience in the future.
Your Carolina Herrera Team
Ordered had it delivered to a dpd…
Ordered had it delivered to a dpd locker when I opened it there was nothing in there called and basically the outcome was that it’s classed as delivered so that’s that called dpd they said the contract is with them so unable to held they have to contact them which they have not even contacted them just dismissed it not even raised it with dpd who already told me there was a problem with the codes that day disgusting customer service just loses £120 !!! When the didn’t even bother trying to find out what happened!
August 19, 2026
Unprompted review
Reply from Carolina Herrera
Dear Emma,
Thank you for taking the time to share your feedback. We are very sorry to hear about the issues you experienced with your delivery.
We appreciate your concerns, particularly regarding the information you received from the courier about an issue with the access codes on the day of delivery.
Please be assured that your case has not been dismissed. One of our Brand Ambassadors will get back to you directly to look into this further and assist you with the next steps.
We sincerely apologise for the frustration and inconvenience caused and appreciate your patience.
Your Carolina Herrera Team
Awesome Sebastian
Sebastian did a great job with my query! Totally satisfied customer.
August 16, 2026
Unprompted review
Reply from Carolina Herrera
Dear Georgia,
Thank you so much for your wonderful feedback!
We’re delighted to hear that Sebastian was able to assist you so effectively and that you were completely satisfied with the support you received. We truly appreciate you taking the time to share your experience, and we’ll be sure to pass your kind words on to Sebastian.
If you need any further assistance, please do not hesitate to contact us. We hope to welcome you back soon!
Our team wishes you a lovely week!
Kind regards,
Your Carolina Herrera Team
Carolina Herrera Good Girl Blush
Absolutely obsessed with the Carolina Herrera Good Girl Blush! The fragrance is amazingly soft, elegant & has just the right balance of sweetness and freshness. It feels luxurious without being overpowering. The scent lasts beautifully throughout the day. The bottle is gorgeous too! Definitely a perfume I'll keep reaching for. My go to scent!
February 16, 2026
Unprompted review
Reply from Carolina Herrera
Hi,
Thank you so much for your wonderful feedback!
We are happy to hear that you are loving Good Girl Blush and that its soft, elegant balance of sweetness and freshness has made it your go-to scent.
It is also lovely to know that you are enjoying its beautiful lasting fragrance and iconic bottle. We truly appreciate you taking the time to share your experience with us.
We hope Good Girl Blush continues to be a favourite in your collection!
Your Carolina Herrera Team
Expedient response
Within 15 minutes, Martina responded to my request and it was handled to my satisfaction.
August 11, 2026
Unprompted review
Reply from Carolina Herrera
Good afternoon,
Thank you for your feedback.
Our main objective is to provide an experience that exceeds your expectations. It is with great pleasure that we have read your positive feedback regarding Martina's service, and we would like to thank you for taking the time to tell us about your satisfaction.
Your compliments reinforce us in our daily effort to offer the best to our customers.
If you need any further assistance, please do not hesitate to contact us. We hope to welcome you back again soon!
Our team wishes you a great day!
Kind regards,
Your Carolina Herrera Team
Beautiful and Elegant Scent
I love this fragrance! It smells warm, feminine, and luxurious, with a beautiful jasmine scent that lasts for hours. The bottle is absolutely stunning too.
May 20, 2026
Unprompted review
Reply from Carolina Herrera
Dear Liudmyla,
Thank you for your kind words! We are thrilled to hear that you enjoy our fragrances and that they have exceeded your expectations!
Your appreciation truly means a lot to us, and we will be sure to share your message with our teams.
We look forward to welcoming you back to Caroliina Herrera soon and providing you with an equally excellent experience in the future.
Your Caroliina Herrera Team
I really love the good girl perfume ✨
August 6, 2026
Unprompted review
Reply from Carolina Herrera
Dear Iris,
Thank you for your kind words! We are so glad to read that you enjoy our Good Girl fragrance and were able to provide us with such a positive experience.
Comments such as yours truly matter to us as our maingoal is to offer a memorable experience to all of our customers.
Thank you again for taking the time to share your experience, and we look forward to assisting you again in the future!
Your Carolina Herrera Team
I had a wonderful experience with La…
I had a wonderful experience with La Bomba - Carolina Herrera. The brand truly stands out for its elegance, attention to detail, and exceptional quality. From the beautiful presentation to the overall experience, everything felt luxurious and thoughtfully designed. I’m very happy with my experience and would definitely recommend Carolina Herrera.
July 30, 2026
Unprompted review
Reply from Carolina Herrera
Dear Crisday,
Thank you for sharing your feedback with us.
We are happy to hear of your experience with La Bomba and that our team was able to assist you with such care and efficiency. Your appreciation truly means a lot, and we will be sure to share your lovely message with our team.
We hope to continue providing you with exceptional service in the future.
Your Carolina Herrera Team
very helpful and quick
August 3, 2026
Unprompted review
Reply from Carolina Herrera
Dear Sunaina,
Thank you for your kind words! We are glad to hear that our team was able to assist you and address your questions with care and sincerity.
Your appreciation truly means a lot to us and inspires our team to continue providing thoughtful support to all our customers.
We hope you continue to enjoy your Carolina Herrera experience, and we look forward to assisting you again whenever you need us.
Your Carolina Herrera Team
AMIRA was very GREAT in helping me with…
AMIRA was very GREAT in helping me with my Inquiries. TOP TIER Consumer Service!
July 31, 2026
Unprompted review
Reply from Carolina Herrera
Hi Simone,
Thank you very much for taking the time to share your wonderful feedback.
We are delighted to hear that our brand ambassador Amira was able to assist you with your enquiries and provide you with such a positive customer service experience. We will be sure to share your kind words with her, as we know how much recognition like this means to our team members.
Providing attentive, efficient, and personalised support is extremely important to us, and we are pleased to know that Amira made your experience a great one.
Thank you again for your kind words and for choosing Carolina Herrera. We truly appreciate your trust and look forward to assisting you again in the future.
Your Carolina Herrera Team
My item arrived damaged and Karolina P
My item arrived damaged and Karolina P. was tremendously helpful! I sent her a few pictures of the items and she was able to help. I am now waiting on the reshipment :)
July 28, 2026
Unprompted review
Reply from Carolina Herrera
Dear Cinthia,
Thank you for your kind review!
We're pleased that Karolina P. was able to assist you quickly and make the process as smooth as possible. We'll be sure to share your lovely feedback with her.
We hope your replacement arrives soon, and that you enjoy it. Thank you for your patience and for choosing us! We hope to welcome you back again soon!
On behalf of Carolina Herrera we wish you a lovely weekend.
Kind Regards,
Your Carolina Herrera Team
Martina was very helpful and good…
Martina was very helpful and good service
July 28, 2026
Unprompted review
Reply from Carolina Herrera
Hi,
Thank you for taking the time to share your feedback with us.
We are happy to hear that our brand ambassador Martina was able to assist you and provide you with a helpful and positive service experience.
We will be sure to share your kind words with Martina, as we know she will appreciate your recognition.
We look forward to welcoming you back soon.
Your Carolina Herrera Team
Martina was very helpful and responsive…
Martina was very helpful and responsive throughout any enquiries which made the experience with the brand most pleasant !
July 28, 2026
Unprompted review
Reply from Carolina Herrera
Dear Mel,
Thank you for taking the time to share your kind feedback.
We are delighted to hear that Martina was helpful and responsive throughout your enquiries, making your experience with our brand so pleasant. Your words are greatly appreciated and will be shared with her, they are sure to make her day.
Thank you for choosing Carolina Herrera, and we look forward to welcoming you again soon!
Your Carolina Herrera Team
I needed help regarding a package that…
I needed help regarding a package that was stuck in a locker because of some erroneous information on the UPS side. The CH team was very helpful and prompt. Truly awesome. Thank you Sylvie F.
July 27, 2026
Unprompted review
Reply from Carolina Herrera
Hi Mihai,
Thank you for taking the time to share your experience.
We are happy to hear that our Carolina Herrera team was able to assist you promptly and provide the support you needed with your delivery issue.
Your kind words mean a lot to us, and we will be sure to share your lovely feedback with our brand ambassador Sylvie and the team.
Thank you again for your trust, and we hope to have the pleasure of assisting you again soon.
Your Carolina Herrera Team
Im trying to return a dress
Im trying to return a dress - 700€. I got a notification 7 July that my return has been received - today is the 24th July - no refund, no answer to any of my emails to customer service. the telephone number provided doe not exist and cannot be called. This is a horrible experience for a brand like that!
July 7, 2026
Unprompted review
Reply from Carolina Herrera
Dear Henny,
Thank you for taking the time to share your recent experience with us at Carolina Herrera.
Regarding your message, we wish to inform you that we are Carolina Herrera NY and the dress purchased seems to be from CH Carolina Herrera, our lifestyle diffusion brand.
Our team exclusively handles requests related to https://www.carolinaherrera.com/ website.
Please find here the contact details of CH, the correspondent team will be able to assist you further: customers@chcarolinaherrera.com
We sincerely hope that you will receive the necessary assistance required to receive the refund and restore your faith in CH Carolina Herrera.
Your Carolina Herrera Team
Had a wonderful experience
Had a wonderful experience with Carolina Herrera especially with Verona. They have been extremely helpful and resolved my issue with no problems. Would recommend completely.
July 23, 2026
Unprompted review
Reply from Carolina Herrera
Good afternoon,
Thank you for taking the time to share your experience.
We are delighted to hear that Verona provided such helpful support and was able to resolve your issue smoothly.
Your recommendation means a great deal to us, and we will be sure to share your kind words with Verona.
We truly appreciate your trust and look forward to welcoming you again in the future.
Kind regards,
Your Carolina Herrera team.
I bought two handbags from dear Shop in…
I bought two handbags from dear Shop in Vista Village the two bags are faulty ( the leather colour is fading off and the other the metal where the bag is lock is broken contacted aftercare service 2months ago I received an email today stating sorry we cannot repair your bags without not any explanation this is very poor as your stuff are expensive never will I buy again from them
July 22, 2026
Unprompted review
Reply from Carolina Herrera
Dear Rachel,
Thank you for sharing your feedback.
Please note that our team exclusively handles requests related to https://www.carolinaherrera.com/ website.
Please find here the contact details of CH Carolina Herrera, the correspondent team customers@chcarolinaherrera.com who will be able to review your case and assist you further.
Thank you for bringing this matter to our attention.
Your Carolina Herrera Team
Sylvie F was very helpful,best customer…
Sylvie F was very helpful,best customer service ever I had,shy solve the issue very quick,best customer service👏👏👏👏👏👏👏👏👏👏👏👏👏
July 22, 2026
Unprompted review
Reply from Carolina Herrera
Dear Isabella,
Thank you for taking the time to share your feedback.
We are delighted to hear that Sylvie provided you with such outstanding service and was able to resolve your issue so quickly.
Your kind words mean a great deal to us, and we will be sure to pass on your recognition to Sylvie.
We truly appreciate your trust and look forward to welcoming you again in the future.
Kind regards,
Your Carolina Herrera team.
Customer service was excellent
Customer service was excellent.
Josiane K solved my issue super quick!!
Happy customer
July 20, 2026
Unprompted review
Reply from Carolina Herrera
Dear Jaclyn,
Thank you for taking the time to share your feedback.
We are delighted to hear that Josiane was able to resolve your issue quickly and provide you with an excellent consumer service experience.
Your kind words are greatly appreciated, and we look forward to welcoming you again in the future.
Kind regards,
Your Carolina Herrera team
Awful Experience with Carolina Herrera…
Awful Experience with Carolina Herrera in Greece!
I made an online purchase through their website on the 1st of July 2026 and it was showing that the delivery will be fulfilled within 2-7 business days from the confirmation date. Fast forward 18 days later after many emails and false promises from their side, my delivery has not been fulfilled yet and they refuse to take the shipment back from the courier company and refund my money and the courier company has delayed the delivery of the shipment with no estimated delivery date so I’m left with no shipment, no estimated delivery date and no refund! Shameful experience by a company that is supposed to be reputable!
July 1, 2026
Unprompted review
Reply from Carolina Herrera
Dear Marilyn,
Thank you for sharing your experience with us.
Customer satisfaction is extremely important to us, and this is not the experience we want anyone to have at Carolina Herrera.
We would very much like the opportunity to assist you further on this matter, to be able to do so, we kindly ask you to contact us directly at contact@carolinaherrera.com for one of our brand ambassadors to get in touch with you shortly and to support you as quickly as possible.
Thank you for your cooperation!
Your Carolina Herrera Team
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