ankle boots
Beautiful ankle boots ordered, they came in about a week and I love them.
9 avril 2026
Avis spontané
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2,9
Moyen
15 avis
A répondu à 71 % de ses avis négatifs
Répond généralement dans un délai d'un mois
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I wish I had seen the comments…
I wish I had seen the comments regarding this company before ordering from them. As a UK customer all the negative comments are valid.
Delayed in receiving order. Not as advertised on their website. Took over 3 weeks!
Quality of goods were of the poorest standards ever!! Items are not from Netherlands, but somewhere else. I think they use photoshop/ AI to create false pictures for advertising.
On attempting to return goods as per their instructions and completing the customs form they provided and paying £17.60 for return. The item was sent back to me.
Outcome. I was lenient in only requesting a 50% refund of the cost of the item and threw away the item!
DO NOT PURCHASE FROM THIS COMPANY. THEY SHOULD NOT BE TRADING.
30 mars 2026
Avis spontané
NEVER BUY FROM THIS WEBSITE!!
NEVER BUY FROM THIS WEBSITE!!!
I PAID £50 for a "coat" and after waiting for the parcel to arrive more than 3 weeks. What I found it was a completely unshaped cloth, the quality of the fabric is the worse I ever seen, worse than a cleaning cloth. Be aware that the fees of returning are on you and they are based in Netherlands, I tried to return it and it would cost me about £15.
This is the worse experience I ever had buying online. Plus they have deceptive advertising, in their newsletter show 4.8 rate stars which is completely fake, they don't reach the 3 stars
4 mars 2026
Avis spontané
Réponse de Caurelle
Hi Mabel,
Thank you for taking the time to share your feedback. We’re truly sorry to hear that you were disappointed with the product and your overall experience.
We understand your concerns regarding the quality and delivery time, and we regret that the item did not meet your expectations. Please know that this is not the standard we aim to provide, and your feedback is taken seriously.
We would also like to clarify a few points for transparency. Our return policy, including the responsibility for return shipping costs and the location of our return facility, is clearly outlined on our website and shown again at checkout so customers can make informed decisions before placing an order.
Regarding your return, we do accept returns and provide a full refund once the returned item is successfully delivered to our warehouse. We also offer alternative solutions, such as partial refunds or store credit (which can be used to reorder a different size without needing to return the item), purely as optional conveniences for our customers—not as a way to avoid accepting returns.
In terms of the rating mentioned in our newsletter, this reflects aggregated customer feedback collected across multiple platforms and time periods. We do not manipulate or falsify reviews, and we are continuously working to improve both our products and services.
We take concerns like yours seriously, and we would still very much like the opportunity to review your case further and make things right. As we have no information about your order, we kindly ask you to get back in touch with our support team and provide information about this issue so we can assist you accordingly.
We remain committed to improving our products and services, and we truly appreciate your feedback.
Kind regards,
Caurelle Team
Product was very poor quality so needed…
Product was very poor quality so needed to return for refund. Company kept offering discounts if I kept it, but as the quality was so poor it wasn’t worth it. They then told me I would need to pay postage costs. £15 tracked mail to the Netherlands. I sent it. They then said it was held in customs and I had to pay £20 to release it. Two things here - First the recipient is liable for customs duties and not the sender. Second returned items are not liable for any duties, so this is all an elaborate SCAM. Their customer service is appalling. Their products are extremely poor quality. And in summary they are TOTAL SCAM artists. Do not buy anything from them!
26 février 2026
Avis spontané
Réponse de Caurelle
Hi David,
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that you were not satisfied with the quality of the product and your overall experience.
We’d like to clarify a few important points to ensure transparency for anyone reading your review. As outlined in our return policy, return shipping costs and customs fees/ duties are the responsibility of the customer, which is a standard practice for many international retailers, and we always ensure that this is communicated during the return request. Regarding the customs matter, any fees requested are determined by local customs authorities and courier processes, which are unfortunately beyond our direct control.
We also want to emphasize that we never intend to mislead or inconvenience our customers. Our team did offer alternative solutions, such as a partial refund without returning your order, a full refund in the form of store credit, and keep the order, or a full refund once we receive the return in an effort to provide a more convenient resolution without the need for a return. But we completely respect your decision to proceed with one.
We take concerns like yours seriously, and we would still very much like the opportunity to review your case further and make things right. As we have no information about your order, we kindly ask you to get back in touch with our support team and indicate about this issue so we can assist you accordingly.
We remain committed to improving our products and services, and we truly appreciate your feedback.
Kind regards,
Caurelle Team
Avoid this company.
Avoid this company.
I returned an item that didn’t fit and followed their instructions exactly, paying £18 for international shipping. The parcel was then rejected and sent back to me, which clearly shows there is something wrong with the return process or address they provide.
Instead of fixing the issue, they repeatedly pushed partial refunds (up to 50%) to avoid taking the item back. This feels like a deliberate tactic to make returns so difficult and expensive that customers give up.
I am now stuck with an item I don’t want, out of pocket for shipping, and still fighting for a proper refund.
Very poor customer service and an extremely frustrating experience. I would strongly recommend staying away.
26 mars 2026
Avis spontané
Réponse de Caurelle
Hi Sophie,
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that your order didn't fit and that your overall experience.
We’d like to clarify a few important points. First, we do not refuse returns. In your case, it appears that the parcel was not successfully exported due to missing information required by customs. Unfortunately, when this information is incomplete, customs authorities may reject or return the shipment, which is outside of our control.
We also want to reassure you that the return address we provided is correct and complete. Many of our customers have successfully used the same details to return their items without issue.
Regarding the solutions offered, our intention has always been to provide flexible options for your convenience—not to avoid accepting returns. While we did offer partial refunds as an alternative, we also provided other options, including store credit so you could reorder the correct size without needing to return the item (essentially a free exchange), as well as the option to proceed with a full refund once the returned item is successfully delivered to us.
As you chose to return the item, we promptly shared the return instructions and address. However, since the return was not successfully delivered, we have not yet been able to process the refund.
We understand how disappointing this experience has been, and we would still like to help resolve this for you. As we have no information about your order, we kindly ask you to get back in touch with our support team and indicate about this issue so we can assist you accordingly.
We remain committed to improving our products and services, and we truly appreciate your feedback.
Kind regards,
Caurelle Team
Amazing
Amazing, fast and friendly customer service to help me resolve an issue with my purchase.
11 mars 2026
Avis spontané
Excellent customer service team
I received a great quality item, though unfortunately one of the poppers didn’t fasten. The customer service team were so helpful and resolved my query quickly - I must say it was one of the friendliest interactions I’ve ever had with a customer service department and I appreciated their patience and help throughout my query.
3 mars 2026
Avis spontané
Awful company
Awful company, avoid. Took ages to arrive, jacket was absolutely tiny. Paid for postage but it was returned to me. Absolutely shocking!
13 janvier 2026
Avis spontané
Terrible service, still waiting for refund …
Ordered a coat for £65 which looked great on web site. Took over two weeks to arrive. Poor quality so decided to return it. That was over 4 weeks ago. No refund as yet, I took the trouble to send it back tracked mail which cost me additional £15. I have never dealt with such a rubbish retailer. DO NOT USE THIS COMPANY, really wish I had researched them before I bought, big mistake. Lucky they gotone star as I couldn’t give them none!
10 janvier 2026
Avis spontané
Réponse de Caurelle
Hi Geraldine,
Thank you for sharing your feedback, and we’re truly sorry to hear that you feel this way about your experience.
We would like to clarify that we process refunds immediately once a return has been successfully delivered to and received by our warehouse. If a refund has not yet been issued, it means that, unfortunately, our team has not received your returned item.
We understand the effort and cost involved in sending your return via tracked mail, and we genuinely appreciate you taking those steps. However, we kindly ask that you share your return tracking details with our customer support team so we can check the status of the shipment and assist you further.
Additionally, we want to highlight that our refund and return policy is clearly stated on our webshop and also presented during checkout. This is to ensure full transparency and to inform customers in advance that return shipping costs and any related fees are the responsibility of the customer.
We’re truly sorry for the frustration this has caused and would very much like to help resolve this for you. Please get in touch with our support team so we can look into your return and assist you accordingly.
Kind regards,
Caurelle Team
Don’t buy anything from this company if…
Don’t buy anything from this company if you need is straightaway.
They should warn customers about delay which comes from another country ??
After two weeks my purchase still hasn’t arrived.
Customer Services have replied with lengthy emails but this is not a solution to the problem and goes round and round.
They say they have contacted the Courier?
I have been offered a token payment for future purchases which doesn’t help me with the current problem.
Parcel eventually arrived, boots uncomfortable, accepted a part refund from Caurelle
5 février 2026
Avis spontané
Réponse de Caurelle
Hi Julia,
I’m truly sorry for the delivery delay and the lack of clear communication. I completely understand how frustrating this must have been.
We always aim to deliver within the stated timeframe; however, delays can unfortunately occur once parcels are with the courier. I apologise that this wasn’t made clearer.
I’ve checked your order, and it was placed on the 24th of January, and the tracking shows it was delivered on the 6th of February.
As a goodwill gesture, we have also processed a 40% partial refund on your order.
Thank you for your understanding.
Kind regards,
Caurelle Team
Jane
Jane, Sophie and everyone at Caurelle team have been amazing. They have a lot of experience on how to deal with issues. Their products are amazing with excellent quality. They are all working extremely hard to meet our demands. You and your team are working really well keep up the excellent work. I hope all the best for your team and business. I am one happy customer.
2 février 2026
Avis spontané
I purchased a coat that I loved but was…
I purchased a coat that I loved but was unfortunately to small .
I emailed customer care team and the reply was prompt , friendly and I obviously human interact ( what a nice change !)
I have been sent a credit as we agreed for me to repurchase the coat again in the bigger size .
Amazing service thank you so much 😊
25 janvier 2026
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Great customer service
Made an order, it wasnt quite right, and they worked with me to get things resolved. Happy with how quickly they responded, as well as how interactive they were.
6 janvier 2026
Avis spontané
Problem solved
It gives me great pleasure to update my review. My initial experience was not what I had expected; however, I must say that the customer service response was prompt and very satisfactory. The company clearly values its customers and does everything possible to ensure they are satisfied. Thank you Caurelle.
16 décembre 2025
Avis spontané
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