Item was ordered and arrived fine. Unfortunately it was too big. This is now a challenge with Otrium since you pay postage both ways. I'm a big fan of Otrium but will make sure I am 100% sure befor... See more
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Based on these reviews
My order arrived very quickly. However, the item is too big for me and the fabric is a bit scratchy. I returned my order a week ago, but I haven’t received any acknowledgement from Otrium yet.
Company replied
The items were sent very quickly and arrived safely. The sweatshirt was not as I expected and very lightweight and probably not the quality I expected, however not bad enough to return.
Company replied
Excellent service. Items were clearly described on the website (including helpfully stating that sizing on the boots was smaller than usual) The order was dispatched the next day and arrived two days... See more
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3.0
Average
4K reviews
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Great service
I have seen a lot of negative reviews but I cannot fault them. Fast delivery and response time from customer service! Very happy with my purchase. Will definitely use again in the future!
January 10, 2026
Unprompted review
Reply from Otrium
Hi Emma,
Thank you so much for your kind review! We’re really happy to hear that you had a great experience with both the delivery and our customer service, and that you’re pleased with your purchase.
We’re glad we could meet your expectations and we look forward to welcoming you back again in the future!
Kind regards,
The Otrium Team
Disappointed with the poor customer…
Disappointed with the poor customer service. Sent my order OUK-160914 back before Christmas, delivered back to them on 24th December and nothing from them at all. No confirmation, no refund! The contact form is useless as I am going around and around with Oliver the bott! I am getting emails about new stock, how can a customer buy from you again when they are treated so poorly?
I understand it was received before Christmas and made allowances for that , but it is now the middle of January and most of us are back at work now. I have received all refunds from other reputable companies within that time and would expect at the least a response to my query.
December 24, 2025
Unprompted review
Reply from Otrium
Dear Tracy,
During Christmas delivery companies work with less capacity, so everyone can enjoy time with their families.
It's normal returns take longer during these times especially shipping from the UK all the way back to NL with customs etc in-between.
Have made your refund manually now.
Hope you have a great week!
Team Otrium
3 items from the order were missing
3 items from the order were missing. Still charged for them. I’m in contact with AI messaging who says a human colleague will contact me to sort it. Despite many emails chasing - still no response.
December 17, 2025
Unprompted review
Reply from Otrium
Hi Chris,
Thank you for sharing your feedback with us. We’re very sorry to hear that three items are missing from your order.
To resolve this as quickly as possible, we’ve sent you an email to confirm the missing items. Once we have your confirmation, we will issue a refund for them.
We look forward to your reply and appreciate your patience.
Warm regards,
The Otrium Team
I love using Otrium
I love using Otrium - it’s absolutely wonderful. Orders come when they say they will, the product range, value and quality is excellent and I know it is highly unlikely I’ll meet anyone else wearing the same as me.
November 29, 2025
I am writing to express my utmost…
I am writing to express my utmost disappointment with the excessively long time it takes Otrium to process refunds after a return has been completed. It is completely unacceptable that customers must wait up to 21 days for a refund in this day and age.
In a world where transactions are instant and most retailers process refunds within a few days, Otrium’s timeline is outdated, inconvenient, and frankly disrespectful to customers who expect efficiency. I urge you to review and urgently improve your refund processing system. This current delay is unacceptable and undermines trust in your service.
NB; The order number is OUK157179.
There's a second return awaiting refund as well with order number OUK158788.
December 3, 2025
Unprompted review
Reply from Otrium
Hi Kenny,
Thank you for sharing your concerns — and we completely understand why the long refund timeline feels unacceptable. You’re absolutely right to expect faster processing in today’s world.
To clarify, the extended timeframe mainly affects UK orders due to customs procedures. When a return is sent back from the UK to our EU warehouse, it first needs to clear customs before it can be delivered to us. Unfortunately, this step can add several days, and during busy periods even longer, before the return physically reaches our facility. Only once the item arrives can we begin the standard processing and refund steps.
This doesn’t make the wait any less frustrating, and we fully recognise that this experience needs improvement. We’re actively working on ways to speed up UK return handling and reduce customs delays.
UPDATE: Thank you Kenny for providing more information, I can see that we refunded you for OUK157179 on 12/15/2025 and OUK-158788 has just been refunded.
Thank you again for your feedback — it truly helps us improve.
Warm regards,
The Otrium Team
Poor website offers vs available stock level
Attractive price for branded clothing. Order placed according to their website instructions. Three days later, while awaiting delivery, informed that items were not available!
Poor online retailer, due to a website that is clearly not adequately linked to stock levels. This was a genuine experience. Order ref: OUK-159819
December 11, 2025
Unprompted review
Reply from Otrium
Hi Christopher,
Thank you for sharing your feedback, and we’re truly sorry for the disappointment — we completely understand how frustrating it is to place an order and then be informed that some items are no longer available.
Unfortunately, during busy periods stock can sell out very quickly, and in rare cases the system isn’t able to update the availability in time. We know this is far from ideal and are continuously working on improving the accuracy between our stock levels and what’s shown on the website.
If you’d like us to take a closer look at your order or assist further, please feel free to share your order number, by editing your Trustpilot review — we’re here to help.
Kind regards,
The Otrium Team
Purchased from Otrium several times now…
Purchased from Otrium several times now just glad they are back providing a service in the UK
November 20, 2025
Great products at attractive prices.....BUT
Great products at attractive prices.......BUT
Customer service is non existent
No agents available for live chat
'Create a return' doesn't work
No telephone number to call
It is amazing that a company who only sell online, have no interest, it would seem, in allowing customers to contact them.
December 4, 2025
Unprompted review
Reply from Otrium
Hi Daniel,
Thank you for sharing your feedback, and we’re really sorry to hear about your experience.
Our team has reached out to you directly by email to assist you with your issue. Please check your inbox — we’re ready to help you create your return and make sure everything is resolved as quickly as possible.
We understand how important accessible customer support is and appreciate you bringing this to our attention.
Kind regards,
The Otrium Team
My order arrived very quickly
My order arrived very quickly. However, the item is too big for me and the fabric is a bit scratchy. I returned my order a week ago, but I haven’t received any acknowledgement from Otrium yet.
November 19, 2025
Reply from Otrium
Hi Amy,
Thank you for sharing your feedback. We’re glad to hear your order arrived quickly, but we’re sorry that the item didn’t meet your expectations.
I can confirm that we have received your return and it is being processed. Please allow a few days for the return to be fully completed and the refund to be issued. If you don’t see the refund within the expected timeframe, please contact us so we can assist you further.
Thank you for your patience.
Kind regards,
The Otrium Team
Great company to buy from
Great company to buy from with excellent communication. . I bought 2 White Stuff sweaters. Great price and just as photo. They arrived beautifully packaged.
November 16, 2025
Reply from Otrium
Hi Aysha,
Thank you for sharing your experience with us. And we apologize that your shoes arrived with the security tags still on. That should not happen.
We advise you to visit the FAQ (link below) to follow the steps on what to do when your item still has the security tag on.
Once again our apologies for the inconvenience.
Warm Regards,
The Otrium Team
https://help.otrium.nl/en/articles/633?_gl=1*syque2*_ga*MTcyODQ5MDM2MC4xNzU2OTEwMjkz*_ga_XHK1GCCSPR*czE3NjQ4MzY5MzgkbzI3JGcwJHQxNzY0ODM2OTM4JGo2MCRsMCRoMTI2MTY3NDY2Mw..*_fplc*Q2ZaNUM4VkFZdyUyRjJpS0RQM2V5QWZETlZ1U0tTc3BlY1BWajQ3R093OWZKdEdEZ3RPc24zb1g4ak5hMnZ3Tmd6alplSFQlMkJ2SExXUmhHUyUyRkJpMDZveVN0b25HYTkwQUI4Q3JBM29yazJtUkxQeHNUcmdWRGRlU3JRR0dEd0d3JTNEJTNE
Great products easy to order the only…
Great products easy to order the only complaint I have is the returns process took a very long time for a refund to be processed after I returned an item from the UK I had to chase the refund up several times apart from that very good
November 9, 2025
They charge a lot of money for returns
They charge a lot of money for returns. I am still waiting for my refund. Not worthy.
November 9, 2025
Reply from Otrium
Hi Carmen,
Thank you for taking the time to share your experience with us. And we apologize that you have not received your refund yet.
I have just checked our systems and can see that your return is being processed. You should receive your refund in 1-3 days.
For our returns we charge a fixed rate of £5.95 for all returns--from the UK.
I hope to have informed you enough,
Warm regards,
The Otrium Team
Happy customer
All items ordered, excellent quality, packed neatly and arrive boxed which can be re used or recycled
November 25, 2025
Returns not great and chatbox terrible!
Would have liked to return an item but cannot get a returns label and chat box is useless. Oh yeah and what happens if you personally dont have a printer! Alot of faf and messing around. Will never order from here again.
November 24, 2025
Unprompted review
Reply from Otrium
Dear Emma,
Unfortunate that you experience our chatbot in this negative way, we are making sure the chatbot takes the easier tasks so our agents can focus on complicated more challenging issues.
That way you can quickly receive a return label or an explanation how to return rather than waiting some hours for a reply.
When checking your messages I can see the bot is waiting for your order number to be able to help.
The return label doesn't have to be printed but can be scanned at a drop off point from your phone.
Absolutely terrible company
Absolutely terrible company. First order, a security tag was left on. Second order, a security tag was left on. I was told to either take the item to my nearest White Stuff shop to get it de-tagged or return it to them. Not very good customer service. Oh, and as a goodwill gesture, 30% off my next order and free postage. Well, I did this on another order, and guess what? I was sent a completely different dress! It has been a joke, and I can have another 30% off my next order and free postage, as if I'm going to order from this dreadful company again. After the first order, I was reassured it would never happen again. Well, it did. No compassion and just a "sorry" isn't good enough. If you like receiving items with tags left on and a completely different item that you didn't order, then good luck. To say I am spitting feathers is an understatement.
November 8, 2025
Reply from Otrium
Hi Susan,
Thank you for taking the time to share your experience. We’re very sorry to hear about the repeated issues with your orders and understand how frustrating this must have been for you. This is certainly not the experience we want for our customers, and we completely understand your disappointment.
Regarding your most recent order (OUK-155633), your return left the UK on the 20th of November. We will do our best to process returns as quickly as possible, but please understand that due to pre-Black Friday busyness, it may take a little longer than usual.
Kind regards,
The Otrium Team
RIP off company too stingy to employ humans and their chatbots are destroying their image
Otrium makes returns impossible. Can anyone supply me with the correct address to return an item back to in the Netherlands - or has anyone had ANY LUCK. Arranging a return ? I have been going around in circles trying to return an item I received which was not what I ordered ! I am passed on from one bot to the next and they seem to not understand all I need is a returns label and I do not have an account so I cannot generate a label ! In Short : WHERE EVER YOU LIVE AVOID ! My order number by the way for something I did not order is : OUK155570 .
November 20, 2025
Unprompted review
Reply from Otrium
Hi Loulene,
Thank you for sharing your experience. We’re sorry to hear that arranging a return has been frustrating for you.
I can see you have been in contact with one of our customer service agents. And I'll reiterate, the QR code we provided is for Royal Mail to scan at their office, which allows them to print the return label for you. You don’t need to do anything else except show this code to Royal Mail when you go to the office.
We hope this helps make the return process easier. If you have any further questions or need additional assistance, please don’t hesitate to reach out — we’re happy to help.
Kind regards,
The Otrium Team
I have ordered from Otrium several…
I have ordered from Otrium several times:
Great products, good pricing, eco-friendly quality packaging and excellent shipping.
November 4, 2025
Make sure you're sure before you order
Item was ordered and arrived fine. Unfortunately it was too big. This is now a challenge with Otrium since you pay postage both ways.
I'm a big fan of Otrium but will make sure I am 100% sure before ordering again
November 1, 2025
Reply from Otrium
Hi Richard,
Thank you for your feedback. We’re glad to hear your item arrived properly, though we understand it was unfortunately too big. We appreciate your honesty regarding the challenge with Otrium’s postage process and understand how that can be frustrating.
Regarding returns, we have a standard fee that helps us manage the logistics of processing returns and deliveries efficiently.
Best regards,
The Otrium Team
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