Isolated Heroes Reviews 

I had been recommended isolated heroes from a friend of mine after I told her I wanted a sequin gown for my wedding dress. I liked that it was an independent business that was female led.

I arranged in Feb 2023 to go up for a dress fitting for my wedding dress, and ended up ordering my wedding dress, another dress and a sequin biker jacket for my partner and a bridesmaid dress. I paid in full at the time of ordering and let them know this needed to be ready in April (a month before the wedding date) to ensure any alterations could be done in time. I was assured at the time that this date would not be a problem.
A few days before the date that the items were supposed to arrive, I emailed the company to double check that everything was on track to be delivered.

The reply I received was that they did not realise it had to be delivered for that date and the fabric had not arrived from the supplier and that it might not be available to make my wedding dress and the sequin biker jacket. The owner proposed some alternatives but obviously I was shocked and upset that I was hearing this news a month before my wedding day.

It was only by chance that I emailed them to check up on my order that this came to light and left me wondering if I had not emailed, when were they going to tell me that it may not be ready for my wedding day.

I think that they did not order the fabric until I sent that reminder email and that is why it was not available/in transit. I think they should have ordered the fabric when I ordered and paid in full for the items (back in February).

To be fair to the owner she did try to come up with alternate solutions but I was already upset and disappointed and felt like anything else would have been a compromise, so I asked for a refund in full which they gave me back.

I feel like the company are too focused on social media and expanding their business and not meeting the expectations of the customers they already have.

If you do want to use this company to get a dress made for a special occasion, I suggest giving them a much earlier deadline to receive it to ensure its actually made for when you need it.

I ordered a few pieces from the deadstock edit and was so happy with the quality and the time in which it came in. I ordered the daisy mesh top and a sparkly blue mesh dress with a matching headband. I couldn't be happier and will definitely be ordering again!!

I booked in for a custom bridal jacket slot on the 6th of January 2023. I was told via email that they aim to get garments to brides 8 weeks before the wedding date (1st July). I was then told on the 16th of February, that the final remaining balance needed paying and the item would be shipped in the next two weeks. The balance was paid, but the jacket never arrived. They are a small brand, and I appreciate everything is handmade and takes time, so didn’t want to pester them too much.
I heard nothing, so I emailed on the 21st of April and got no response. I emailed again on the 4th of May, which Sam did reply to and apologised for me having to chase. She said she jacket would ship on the 16th of May, by this point I had already had my first fitting with the dress, but this shipping date would mean I would at least have it for the final fitting. I emailed on the 23rd of May to check the jacket had shipped, because I yet again hadn’t received the item or any updated information from Sam/Isolated Heroes. Sam replied, and said the Jacket would ship on Monday 29th via DHL. I received confirmation on the 31st of May (two days later than promised) the item had been sent via Royal Mail. For context, my final fitting was on the 3rd of June and I was becoming increasingly stressed the jacket still hadn’t arrived.After trying different points of contact from email (Facebook and Instagram) to chase where the parcel was, Royal mail finally delivered the jacket the day before my final fitting. Sadly, the jacket was not the quality I was expecting. I did manage to try it on with my dress, but I was quite concerned that having only tried it on for a short time, a lot of sequins has already fallen off. Being large sequins, this was really obvious on the jacket where they were missing. I was worried that on the day it was going to shed so much I wouldn’t be able to wear it for very long, which was obviously not the plan. There were a lot of loose threads, long threads and areas that the mesh was just showing through. I understand with the nature of bigger sequins there will need to be gaps near the seams, but there are some patches that just look unsightly. Generally, the jacket was not well finished and wasn’t going to be fit for purpose, and certainly close up it was verging on embarrassing.I emailed Sam, and she then asked to call me. She said they had had problems with the fabric, and it wasn’t the quality they usually had and they had pulled it from their website. I wish she had just contacted me beforehand to explain and to offer an alternative when they first realised there was an issue. Why use it at all if it was sub-standard? I think they tried to make it work, knowing there were issues. She did apologise, and I said I did understand that things go wrong. I was told not to pull or cut any threads as she feared whole lines of sequins would come off, and there was no point returning it was there was nothing they could do with it. She offered to make me an alternative jacket for the wedding, and promised it would be made on Monday 12th of June to ship no later than Tuesday 13th June. The jacked finally arrived on the 21st of June – when I was due to get married in 10 days. Communications with Isolated Heroes has been hard through the whole process, I ended up resorting to WhatsApp to try and see where the replacement jacket was, as yet again it didn’t arrive when promised and I wasn’t kept updated.The jacket that arrived to replace the unwearable one is better quality that the original, but to be honest the whole process has been so incredibly stressful and at points upsetting, it’s a tainted piece now that just reminds me of all the stress its caused. Aside from my wedding dress, this £300 jacket is the most money I have ever spent on an item of clothing. It has been painful to watch them launch a bridal collection when I have had months of not knowing what was happening with my jacket that I ordered 6 months ago. I appreciate they tried to rectify the issue and make sure I had a jacket for the big day, but even after this their communication and ability to follow through with assurances has fallen short. The final weeks before my wedding were spent stressed about this jacket, and trying to chase for information and updates. I have felt forgotten about, and like my order wasn’t important or at any point a priority. Weddings are stressful enough without all these issues! Following the replacement item arriving, there was no follow up to check everything was okay. I’ve bought items in sample sales etc before from Isolated Heroes, and followed them on social media for years. I was so excited to finally treat myself to a custom piece. It’s safe to say I won’t be a customer in the future after this experience.

**Edited following response from owner: The new jacket was not an 'additional' jacket. The original was unwearable.**

Ordered my rainbow sequin biker jacket on 26th of April,23. They have not sent it to me. Their customer service is shoddy at best. They still have £254.90 of my hard earned money. I’m highly disappointed. I was so excited but it’s been tainted. I will never buy a thing from them ever again. As a small business owner myself I cannot imagine treating clients in this manner.

Update: After i wrote my review, i got refund notification. So at least thats something. If i had received some communication as to why my order was so drastically delayed, it would’ve helped. But i as a customer had to keep prodding. As I’ve received notification about a refund, I’ve added a star. I was so generous with my waiting and they really did let me down.

Brilliant 🤩
My daughter loved her experience with Isolated Hero’s we will definitely be booking again.

I ordered a sequin dress at the end of March which was a present for my daughter’s birthday in May. I messaged a couple of times and was advised the company was waiting for the fabric arriving from China. I was offered a refund but decided to keep the order in and wait. No communication until I messaged again and was advised the fabric was due in any day, that was the 8th June. Now a full month on, I have messaged twice again and still no response.
I understand it’s a small company and garments are hand made however just a bit communication to let me know what stage things are at would be good. Getting very frustrated now

My new favourite for statement pieces!!
Every item I’ve had has been amazing. Most recent purchase (the rainbow sequin skirt) was complimented so many times and the attention to detail is just stunning. Great customer service team also so never let down with my purchases all round

Love, love, love the custom jacket I ordered for my niece’s birthday! Such a nice idea and would defo shop again, maybe a little treat from me next time. Thank you so much!

I ordered a dress on May 10 and after a month, I still had not received it and there was no update to the order progress or shipping information. I emailed their info address with my order number and all information asking that they cancel the order and refund my payment since it was now over a month and the event I wanted it for had passed. I sent 4 emails before I got a response. I got an email to review the company in the meantime and I held off, hoping they could turn it around. The response was apologetic and told me all my emails ended up in spam. I'm not sure how that happened but now they knew my email was a customer email so I assumed they would mark Not Spam. They said they would request the refund and that was the last I heard from them. It has been 3 weeks and I have sent another 4 emails. I may be going to spam again or they are ignoring me. Currently it's been 8 weeks since I ordered and I have no dress, no refund, and no help from this company.

I purchased the sparkly cross bag it's lovely and it's my kind of style. The quality is spot on and I liked that it came in a pink box and a card saying who made my cross bag. Thank you Isolated Heros 😄 x

Amazing service and I couldn't love my sequin jumper more!

I’m a massive Isolated Heroes fan! I’ve got lot of their pieces! They make me feel amazing when I wear them. I ordered a cross body rainbow carnival bag and a blitz daisy tulle t shirt dress on the 12th June and I received them on the 16th! Both items are beautifully made and will be fabulous for my trip to London Pride! If you want to stand out from the crowd and want great service that only a small company can provide Isolates Heroes is for you!

Customer service made sure I received the dress in time for a wedding, and the dress is so beautifully made and packaged. It looks so unique and fits perfectly! Thank you

Since undergoing a bilateral mastectomy for stage three breast cancer I have found getting tops or dresses to fit a complete nightmare. I looked through IH website and saw a beautiful sequinned T-shirt top. I contacted them to see if they could possibly shorten the length and make fitting adjustments. They said they could but then, during the conversation they said they could make me a bespoke item to fit me properly! Well… oh my goodness… they did just that!! It is absolutely beautiful! I am over the moon! Communication was excellent as was the speed of delivery once dispatched. I shall be back to order some more bespoke items in the near future. Thank you so much Samantha and all your team. X x

Got my item, so beautiful. I’m in between sizes at the moment and they fitted it for me no charge and delivered it again so I had it in time for my event. Kept great communication with me the entire time. So excited to wear this at pride and know I will get so many compliments.

I love that this is a slow fashion company, and the range of sizes available. I ordered in Jan and didn't receive my items until March but during that time, my emails were responded to, and I was happy to wait given IH is a small company.

Unfortunately neither item fit, and I returned them promptly, with tracked postage, and notified the company via email when the return was on its way, as requested. I waited my 21 days for a refund, but no refund, so I emailed but got no response.

I raised a case with Paypal (relieved I used Paypal to pay!) and got a response from the company pretty quickly through Paypal apologising and clarifying which items I needed a refund for. Then, no refund and no responses to further messages. I had to escalate a case with Paypal to get my money back which has now been refunded.

I love IH style, but this was much too stressful for me to buy from them again.

They seem like a really nice team of people with a fabulous product but unfortunately a month after ordering I hadn’t received the dresses and when I reached out for the second time I was told they didn’t have enough material to make one of the dresses and the other still hadn’t dispatched, so I cancelled the order, which they speedily processed.

A disappointing experience that doesn’t leave me with much time to find alternatives but I would still have loved to have been able to wear the dresses I ordered so I would just recommend you build in extra time when ordering, send a note if you need by a specific date.

Incredible Dress!
This dress is as fabulous as it is comfortable, I love it!
Great customer service too. I will definitely shop here again.

The product itself is absolutely gorgeous, and I love it! However, I was kindly gifted a voucher and if it was my own money I would not pay the price tag as I was expecting something special but I have items of the same quality from high street brands.

The customer service really needs some improvement. I emailed twice and never received any reply, was told my order would be dispatched by Thursday latest one week but then it wasn’t dispatched until almost a week later. I was basically hounding the company by the end because I was so worried I wouldn’t get my order in time for my event, and they were ignoring me. I even messaged them on WhatsApp and they left me on read.

Rubbish communication and empty promises but I do like the dress, not sure it’s with £100+ though.

Love Isolated Heroes clothes and have a few pieces now. Love the fabrics and designs. Customer service is excellent.