Always a pleasure to shop at Paul Costelloe, the products are gorgeous and in fabulous colours and the staff (Lara on this occasion) are always friendly, welcoming and helpful. Walking into the store... Voir plus
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Everytime I visit , I always purchase a bag and the customer experience I receive from Dan, the manager is always exemplary We come up every other year and he still remembers us Never pushy, just... Voir plus
L'entreprise a répondu
👜👝My mother and I often visit this shop at McArthur Glen in Cannock. The store is always well stocked and beautifully laid out with such gorgeous products ranging from leather bound notebooks to... Voir plus
L'entreprise a répondu
Ordered a purse on 18th November and not received . No confirmation its been sent and no customer services phone number. I've emailed a week ago and also sent an enquiry form to their customer servic... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
The Paul Costelloe Handbag Collection Irish-American designer Paul Costelloe, a celebrated name in British and Irish fashion, brings his artistic vision to the world of leather handbags and accessories. His collections reflect a balance between timeless craftsmanship and modern design, crafted in collaboration with master artisans and expert technicians from his London studio to his family-run workshop in Ancona, Italy. Every piece embodies the brand’s hallmark — exceptional quality, refined texture, and effortless comfort. Educated at the prestigious Chambre Syndicale de la Haute Couture in Paris, Paul’s career spans fashion capitals from Paris to Milan and New York. As the former personal designer to Diana, Princess of Wales, and a fixture at London Fashion Week for over three decades, his legacy is rooted in artistry, precision, and an unwavering pursuit of excellence. The Paul Costelloe brand celebrates the beauty of fine tailoring and accessible luxury. Each handbag captures this philosophy — designed with meticulous attention to detail, guided by Paul’s creative direction, and crafted to accompany modern life with enduring elegance. The Essence of Paul Costelloe Handbags At the heart of every Paul Costelloe handbag lies a story of family, craftsmanship, and design that transcends trends. For more than 30 years, this family-owned brand has flourished under Paul’s vision, creating handbags that merge artistry with wearability. Drawing from his experiences across the world’s fashion capitals, Paul returned to his roots to build a label that embodies sophisticated elegance. The opening of his flagship store in Knightsbridge marked a new chapter in a distinguished career, showcasing collections that seamlessly unite practicality and style. Looking Ahead Guided by a legacy of craftsmanship and innovation, Paul Costelloe continues to shape the evolution of modern luxury. Each handbag is more than an accessory — it is a statement of artistry, purpose, and timeless design.
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4,3
Excellent
209 avis
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A répondu à 73 % de ses avis négatifs
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Oscar was very helpful
Oscar was very helpful
And efficient, kind and sent me a dust bag as one didn’t come with the bag
Thankyou so much
9 janvier 2026
Réponse de Paul Costelloe Bags
Hi there Jane, thank you for your lovely review! We’re so glad to hear you are happy with the support you received. We really appreciate you taking the time to share your feedback. Hope to see you again soon!
Warmest regards,
The Paul Costelloe Team
Customer service unresponsive!
Back in Dec I completed a return request for one of two bags.
I received a confirmation saying 'your return request was sent and is being reviewed. We'll email you once it's been completed.' but I haven't heard back since.
I have had no reply on the three emails sent. I understand they may have been extremely busy over the Christmas period, but to completely ignore emails is unacceptable. I see that the company has responded to positive reviews on Trustpilot, what is happening with customers who are still waiting for assistance?
29 janvier 2026
Avis spontané
Réponse de Paul Costelloe Bags
Thank you for your review, and we’re very sorry for the frustration caused.
We did respond to your original email and sent return instructions along with the return form on 12th December. Unfortunately, we later discovered that our emails were bouncing back and were not being delivered to your inbox.
We have since contacted you using a different email address and hope this message has reached you successfully. Once we receive confirmation, we will immediately send the return label for the Gaillac Black bag.
We sincerely apologise for the misunderstanding and the inconvenience caused by this unforeseen disruption in communication, and we appreciate your patience while we resolve this.
Warmest regards The Paul Costelloe team.
Bag much smaller than I thought from…
Bag much smaller than I thought from the photograph very disappointing
7 janvier 2026
Réponse de Paul Costelloe Bags
Hi there Mrs Bell, thank you for taking the time to leave a review. We’re really sorry to hear that the bag wasn’t the size you expected – we understand how disappointing that can be.
We do our best to include full measurements in the product description to help give a clear idea of the size, but we appreciate that photos can sometimes make items appear larger than they are. Your feedback is genuinely helpful, and we’ll certainly keep it in mind when reviewing how we present our products online.
If you’d like to discuss this further or need any help, please don’t hesitate to get in touch with our customer support team at sales@paulcostelloebags.com, leaving you order number, email address and contact number – we’d be happy to help where we can.
Warmest regards,
The Paul Costelloe Team
Beautiful quality products and…
Beautiful quality products and delivery package high standard and delivery service
9 janvier 2026
Réponse de Paul Costelloe Bags
Thank you so much for taking the time to leave such a lovely review! We’re really happy to hear you love our products. Your support truly means the world to us, and we can’t wait to welcome you back again soon.
Warmest regards The Paul Costelloe team.
5* Customer Service. I have several Paul Costelloe handbags…
I have several Paul Costelloe handbags and have always found the customer service excellent and the handbags top quality.
The customer service excellence has been confirmed today, I emailed their website late last night and received a response this morning. I have been exchanging emails today with regard to a query about an order I wanted to place and their responses have been timely, polite and helpful leaving me confident the issue has been resolved, my handbag on its way to me and the refund I needed actioned. 5* service from the Paul Costelloe Team - thank you
22 janvier 2026
Avis spontané
Réponse de Paul Costelloe Bags
Thank you very much for such a thoughtful and detailed review. It truly means a lot to us to hear that you’ve enjoyed your Paul Costelloe handbags and that our customer service was able to support you when you needed it. We’re delighted we could help resolve your query quickly and smoothly, and we’re so pleased to know you’re feeling confident and looked after. Your kind words have been shared with the team, and they’ll really appreciate the encouragement. Thank you again for your continued support — we hope you enjoy your new handbag!
Warmest regards The Paul Costelloe team.
Réponse de Paul Costelloe Bags
Thank you so much for your kind words! We’re thrilled to hear you’re happy with the quality of our products and our speedy delivery. Your continued support truly means a lot to our team, and we look forward to serving you again soon.
Warmest regards the Paul Costelloe team.
Awful - no direct follow up
Awful. Just awful.
I left an honest review for this website on here and, recently, received a reply from the company: all the right things being said but no actual contact details given and no direct contact made, despite several emails sent; all my emails couldn't have ended up lost. I haven't had a single correspondence from them to arrange the return and refund of this bag that I am now stuck with. Hoping this second review might actually prompt them to take action, rather than leaving an apologetic reply, and thinking this will be the end of it.
16 janvier 2026
Avis spontané
Réponse de Paul Costelloe Bags
We’re truly sorry for the continued frustration this situation has caused and for the lack of follow-up you’ve experienced. We understand why this would feel disappointing, especially after taking the time to leave an earlier review.
Please be assured this is not our intention, and we would genuinely like to resolve this for you. To ensure this is handled correctly and without further delay, please re send your details to sales@paulcostelloebags.com with your order number and direct contact details and I will look into this as a matter of priority tomorrow.
Thank you for raising this again — we appreciate the opportunity to address it properly.
Warmest regards The Paul Costelloe team.
Ordered two items
Ordered two items. Had no confirmation email. Emailed after two days and got reply that would be dispatched in 2 - 3 days that was 30/12/2025. As of today no items and now ignoring emails.
10 janvier 2026
Avis spontané
Réponse de Paul Costelloe Bags
Thank you for your review. We’re sorry to hear about your frustration and appreciate you raising this.
We apologise if you did not receive an order confirmation email — this can occasionally occur due to email filtering, though the order is still successfully received in our system. We did respond to your initial enquiry to advise of the dispatch timeframe, and we regret that your order has taken longer than expected, particularly over the holiday period when delays can occur.
We are not intentionally ignoring emails, and we’re sorry if you’ve felt that way. Our customer service team is currently working through a high volume of enquiries, but we do want to resolve this for you.
If you are still having issues please contact us at sales@paulcostelloebags.com and we will work to resolving immediately.
We truly hope this experience doesn’t put you off and that we’ll have the opportunity to serve you again in the future.
Thank you for your patience.
Warmest regards the Paul Costelloe team.
Fab quality bags!!
So given some of Trust pilot reviews which I didn't read until after my purchase I was impressed with my order. All present and correct. I used a discount code on already discounted sale items . Lovely very lovely!! quality bags. I purchased 2 The Cooper in black and The Hana in otter brown.
Considering they were purchased between Christmas and New Year they did take slightly longer to arrive and this was always in the back of my mind so refrained from making contact with the company
Both bags were in a well packaged box and signed for with Royal Mail. Tracking was updated several times and I couldn't be happier.
Many Thanks 😊
9 janvier 2026
Avis spontané
Réponse de Paul Costelloe Bags
Thank you so much for taking the time to leave such a lovely review — we’re delighted to hear that you’re happy with your order.
It’s great to know that both The Cooper in black and The Hana in otter brown arrived safely and met your expectations, especially as they were purchased during the busy Christmas and New Year period. We really appreciate your understanding regarding the slightly longer delivery time, and we’re pleased that the tracking updates and signed-for delivery gave you peace of mind.
We’re also glad you were able to take advantage of the discount — even more so that the quality of the bags impressed you. Your kind words truly mean a lot to our team.
Thank you again for your support, and we hope you enjoy your bags for many years to come. 😊
Really pleased with bag
Really pleased with bag. Was a bit apprehensive reading the reviews after I made the order but the bag is better than I expected!
24 décembre 2025
Avis spontané
Réponse de Paul Costelloe Bags
Thank you so much for your review — we’re really pleased to hear that you’re happy with your bag and that it exceeded your expectations.
We understand how reading reviews can sometimes cause apprehension, so it’s wonderful to know that your experience was a positive one. Your feedback truly means a lot to us.
Thank you again for choosing us, and we hope you enjoy your bag for many years to come.
Warmest regards the Paul Costelloe team.
Rubbish customer service.
Ordered a purse to match a bag I'd bought. Different colour arrived. I asked for an exchange and was sent an email saying I needed to pay for the return. I sent another email saying why should I pay for its' return as the wrong colour had arrived, but no response. So I returned it, asking for the correct colour .... and got a refund just for the purse - so I'm nearly £11 down, after paying for postage, and still no purse.
1 décembre 2025
Avis spontané
Réponse de Paul Costelloe Bags
Thank you for taking the time to share your experience, and we’re very sorry for the frustration this has caused.
We apologise for the incorrect colour being sent — that is not the service we aim to provide. We’re also sorry if our communication regarding the return was unclear and that you did not receive a follow-up response at the time.
Your return was processed as a refund once the item was received back with us, which is why the purse was refunded rather than exchanged. We understand, however, that this has left you out of pocket due to return postage, and we appreciate why this is disappointing.
Thank you again for bringing this to our attention, and I hope everything is resolved now. We truly hope this experience doesn’t put you off and that you’ll consider visiting us again in the future.
Warmest regards the Paul Costelloe team.
Buyer beware with Christmas…
Buyer beware with Christmas approaching.
I really tried to avoid having to write this review, but I feel it’s only fair that customers are made aware of the lack of service. Like many others have mentioned, I have waited over two weeks since placing my order and have heard nothing. I have sent three messages and received no response.
The customer service is terrible. I simply want to know when my order will be processed and dispatched. Customer satisfaction clearly isn’t a priority, otherwise they would respond to customers and address these increasingly worrying reviews.
5 novembre 2025
Avis spontané
Réponse de Paul Costelloe Bags
We’re very sorry to hear about your experience and sincerely apologise for the delay and lack of communication. This is not the level of service we aim to provide, and we completely understand your frustration.
Unfortunately this is a very busy time of year for us and sometimes the response time is longer than we would like.
Please be assured that customer satisfaction is important to us, and I would like to thank you for your patience and hope this has all been resolved now.
Warmest regards The Paul Costelloe team.
Overcharged for delivery to Ireland and…
Overcharged for delivery to Ireland and had to pay another 29 euro VAT before my bag was delivered, turned out an expensive bag in the end
19 novembre 2025
Avis spontané
Réponse de Paul Costelloe Bags
Thank you for your feedback, we are sorry for the frustration caused. We understand how disappointing unexpected charges can be. For deliveries to Ireland, VAT and customs charges may be applied by local authorities and are unfortunately outside of our control.
That said, we appreciate you raising this and will review how this information is communicated to ensure greater clarity for our customers.
Warmest regards The Paul Costelloe team.
I bought a bag from Paol Costelloe…
I bought a bag from Paul Costelloe Swindon and a long piece of metal started to protrude out of the bag which was very sharp and dangerous! It was about 30cm long. I kept the metal piece to show them. When I was passing Swindon Outlet where I purchased it, I asked to speak to the Manager (who was very rude & disinterested in the fault). She told me to contact Customer Services and refused to give me her name (because of Data Protection)!!!! I sent Customer services an email, & they just fobbed me off (not even asking to see photos of the fault)! They said they didn't do returns. Absolutely disgusting aftersales and disinterest in the quality of their bags. I will not be going back to Swindon, as the Manager was insulting and rude and not at at all helpful in front of customers. I will be taking the matter up with Trading Standards, as I think they are in Breach of the Law, regarding Faulty goods, (with a receipt), and fair Wear & Tear. Never dealt with a Company with this Attitude before. Extremely disappointed with them.
18 septembre 2025
Avis spontané
Wish I had read the reviews before placing an order.
I have emailed them three times and not received a reply. No telephone number to speak to a human. I have now returned a bag to them at my own expense which I know they have received. Hopefully I will receive a refund shortly. Beautiful products which seem to be let down by poor customer service. Bad service will only lead to decreasing sales which is such a shame. Wish I had read the reviews before placing an order.
25 octobre 2025
Avis spontané
I've purchased several backpacks and…
I've purchased several backpacks and some accessories including their notepads. The quality is very good, especially for the price.
I've only purchased in store so I am surprised to see so much 1-star reviews.
20 septembre 2025
Avis spontané
Missing bag …
Ordered 2 weekend bags only 1 has arrived. It was packaged beautifully but where is my other one. Still waiting for customer services to get back to me !!!!!!!
2 octobre 2025
Avis spontané
Damaged Product, Ignored by Customer Service
I ordered two bags (total £110.40) on 22 Sep 2025, delivered 29 Sep. Outer packaging was torn with a visible big hole and one bag (Valeria, Chipmunk) had creases and pressure marks. Emailed customer service three times (29 Sep, 1 Oct, 7 Oct) for a refund for the damaged bag, but got no response. Poor packaging, poor product quality and terrible customer service—very disappointing experience.
22 septembre 2025
Avis spontané
Excessive cost of delivery outside UK
Excessive cost of delivery outside UK, delayed shipping and customs duty. Not worth purchasing if you are outside the uk
1 octobre 2025
Avis spontané
Faulty goods policy and
I purchased a bag and 2 weeks Later used it for the first time. The leather fob came away from the metal zip ring and I returned to the store with the receipt and bag. I was met by a staff member who responded with “we don’t give refunds” I wasn’t asking for a refund and wanted a replacement . She then said “ we can send it away for repair “ It was only when my husband made a comment about consumer rights that she said she needed to call “him” and see if she could exchange. After disappearing on the phone she returned and gave me a new bag. Very disappointing service and won’t buy again from there
20 septembre 2025
Avis spontané
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