Percival Reviews 

Order number 482567.

This item was acknowledged as returned on or about 03 June 2026. I have asked for a refund. I have emailed the hello@percival address twice asking for an update as to when the refund will be processed and had no response.

I felt compelled to post a one star review on Trustpilot as the customer service is truly abysmal. Their response was to advise me to contact their customer service. Why? What’s the point? You never reply.

Please reimburse me as I don’t want to be an unsecured creditor when all these negative reviews have a massive effect on your online business.

Returned an item and it took 5 months for them to process my return and refund my card.

5 months to get refund for a return. Yikes!

In answer to my complaint yesterday that Percival had taken six months to refund only one of the 2 jumpers returned and still not the other - Percival wrote publically that both jumpers had been refunded on 09/01/26. I had the inconvenience of scouring all my accounts - NO REFUND. When I asked for exact bank account details of refund, they have refunded both jumpers today. Blatant untruthfulness and chaotic admin. Please do not use this company.

Excellent service in store!

Percival’s customer service is a significant let-down given the price point they operate at and the brand image they try to portray. When you’re paying a premium, you expect a brand that backs it up beyond the product itself.

I’d previously reached out about restocks and heard nothing back, which, in hindsight, was a sign of things to come. Last month, I eventually made a purchase and needed to return items as ordered multiple sizes, the process has been dragging on far longer than it should have. My follow-up messages to try and get status updates remain unanswered. They’ve had my items back for nearly a month.

What’s particularly telling is that Percival appear to only engage with customers when called out publicly on here. If you’re willing to respond on Trustpilot, you have the capacity to respond. You’re simply choosing not to when it’s a private exchange.

For a brand projecting the image Percival does, the aftercare is diabolical.

I am still waiting for an exchange for a return that I processed over 4 weeks ago. I was accused of having sent an item back which was not the correct item, but this was impossible. It took them nearly 2 weeks to tell me this.

The post has clearly been mixed up and through no fault of my own, I am having to wait for a simple exchange to arrive. 2 bad experiences on the customer service front now with Percival. Seriously considering giving up on the Brand if they can't get this simple process right.

I've been a purchasing items from Percival for years and have largely been very happy.

However, I recently ordered two items that weren't as described. After emailing to raise the issue, I received no reply. As such I returned the items and opted for store credit, and while I received an automated confirmation that they'd been received, I've had no further communication since.

I've followed up multiple times. Still nothing.

At this point I'd like a refund, as my confidence in shopping with Percival again has gone. I'm leaving this review as a last resort, hoping it prompts a response that emails clearly haven't.

They received my return on 30 May for Order #483673. I asked for an exchange, but several weeks later I still have no replacement, no dispatch confirmation, and no refund.

I emailed them twice and messaged them on Facebook. No response.

I like supporting independent labels, and Percival’s products are decent quality, well-designed, and reasonably priced, which makes this even more disappointing. My worst online shopping experience in years.

After all this, I wouldn’t buy from them again. Such a shame — they have good products, but for a DTC business, they can’t even get the basics right.

Extremely slow to refund money - still waiting for a refund to be processed even though items were received back to the retailer at the end of May. Have chased on email twice about the whereabouts of my money and still no response after my last email that was sent a week ago.

Had email confirmation they received my return 8 weeks ago and still no refund. I have contacted through the email address and had no reply. Awful business, what a joke

Dont order a suit online if you’re concerned about Exchanging it. I returned a suit jacked April 30th. It’s June 21st and I haven’t received the new size. Poor comms and customer service. Had to get a different suit for the wedding I was attending. (UK)

I recently purchased a Percival white T-shirt with a Guinness logo for my partner. The cotton is excellent quality and the embroidered Guinness bottle makes it a little bit different. He loves it.

Returned an item for exchange a few weeks back, and have had radio silence ever since, even after sending several emails.
No contact about whether they have received the return or about the replacement item.
Really Disappointing.

Absolutely appalling customer service. I returned one item of a 3-piece suit and requested an exchange — then heard nothing for over a month, despite emailing repeatedly. I was eventually forced to repurchase the item, effectively paying twice, and only received a response when I was about to dispute the charge with my bank. For a retailer at this price point, the total radio silence is unacceptable and unbelievably unprofessional particularly in our day and age where the majority of business is conducted online. The whole experience was unnecessarily stressful. Do not reward this company with your patronage.

Absolutely terrible experience all round. Three separate refunds all returned in mid April and I am still waiting for the funds to be returned. I have emailed Percival customer service with detailed breakdown of order numbers, proof of delivery and amount owed on two separate occassion and have had zero acknowledgement and no response in almost a month.

Customer service do not respond to the email address and there is no other way to contact them despite mentions of their "online chat" which doesn't seem to exist when you try to find it on their website. No way to escalate the complaint either.

Don't spend your money here unless you're willing to wait months to maybe never see your refunds again.

Really conflicted with this brand. Great product, quality and design. I love the items I have ordered! Customer service and returns massively let the company down. I appreciate smaller businesses have longer lead times for returns/responses to queries but my experience with Percival has been extremely poor in this regard. I understand a small business charging for returns given the operational costs. However, charging me for a return and having to wait 4 weeks for a refund is really poor. I finally got a refund of over £200 after sending an email. The person responding was really helpful. I have now waited 4 weeks for an exchange that still hasn't arrived. I emailed a week ago to chase this and still the issue isn't resolved. Someone got back to me two days ago for some additional information and no follow up since.

This is such a shame for a premium brand. The experience and service doesn't match the product. This will impact my decision as a new customer about ordering again!

If anyone from Percival reads this, please get in touch and help me with my exchange. Thank you.

Brought a suit and exchanged the trousers, it’s now been with them for two weeks and they have not processed the order.

The event is coming up and now I am limbo with half the outfit… It looks like I will have to buy a new outfit for the event as they are not responding to my emails that I sent a week ago…

For a premium branded this shocking customer service!

Cowboys. Avoid at all costs.

I returned my order over six weeks ago and am still waiting for my refund. There is no customer service phone number, emails are ignored and getting an update has been impossible.

The whole experience has been incredibly frustrating and unprofessional. Taking customers’ money is quick enough, but returning it appears to be a completely different story.

I would strongly recommend buying elsewhere, especially if there’s any chance you may need to return an item. Based on my experience, customer service is virtually non-existent.

I bought 3 items and sent one back for refund. After numerous emails trying to get an update I have heard nothing back. I received an email saying that the returned item had been delivered.
TERRIBLE COMMS.