HAUS OF DECK Avis 

Attempted to return an order however the returns portal wouldn’t work as I was apparently outwith the return date. This was incorrect as I had only received the item 4 days ago after waiting 13 days to receive it. I then tried to resolve the situation through contact us forms and messenger which was ignored. If i had received an email to explain why this was the case i would have accepted their reasons however I am now out of pocket due to their abysmal or should I say non existent customer service.

I'm so sorry to have to do this on Trust Pilot - but unfortunately, like a few others on Trust Pilot ordering with Haus of Deck, I have not been refunded for an order I returned.

I followed each and every return instruction on the website - got the return request approved by Haus of Deck, and I chose to return by special delivery to arrive by 1pm the next day (£10.25!). The tracking shows it arrived safely.

Ordered the pink midi slit dress on the 17th of March, and unfortunately when it arrived, it didn't fit. Returned on the 24th - I'd have ordered the next size up but that size wasn't in stock.

I understood at the time they are a small business and therefore, as they state on their website, they take a little longer to process returns sometimes. However, they quote 10 business days - it has now been 6.5 weeks since. I have emailed three times with proof of postage, and have not received any response - this is the reason I am now posting on TrustPilot.

The quality of the dress was excellent and I loved it, so I am gutted that I'm now having to go through this purely as it didn't fit.

All I can recommend is for people to order with HOD through Klarna - so far, as I have the proof of postage & followed all instructions, I am hopeful that this extra support will help me to get my money back. Normally, I try stay away from sites like Klarna but honestly I'm glad I did it this time!

I can appreciate you're a small, female owned business (this is part of the reason I was so keen to buy from HOD) but if you are not equipped to manage returns, it's not really feasible to run an online business in 2026 - unfortunately it looks like from TrustPilot I'm not the only one to have had this issue.

Update:: Have now heard back from Klarna. Apparently the dress was in an unsellable condition on return?! Completely false, and find it incredibly suspicious HOD don't seem to think twice about responding on Trust Pilot, but have ignored this review and all of my emails attempting to politely receive my deserved refund - down £90 just for trying to support small businesses.

HOD - If it's in an unsellable condition, send it back to me! I could at least sell it on vinted and get something for it!

Product longevity and customer service.

I purchased short sleeve backless pink midi dress with split and wore it once to a wedding. I stored it in a suit bag with moth balls in a cupboard and when I took it out to wear again 2 months later, all the threading had started to come out down the front of the dress.

I appreciate that it was outside of the refund and return window and acknowledged this in my contact to customer services. I asked for compensation but I think the team took it solely as monetary. I was hoping for some guidance on repairing or the team offering to examine the dress in person. Instead I received a passive aggressive, repetitive email response which was incredibly accusatory with definitive assumptions that the dress was intentionally damaged.

I was told it was ‘100% plucked at’ and that it looked actively pulled at, not sure how many customers pull at their own dress. Reading other reviews on Trust Pilot, I can see people have had the same experience so to say it’s ‘impossible’ for the threads to become loose seems dismissive when other customers have had the same experience.

I noted that I loved the dress and was disappointed I couldn’t re-wear.

For a small business brand trying to sell premium priced products the products nor the customer service are premium priced. I definitely think the team take complaints as an attack when really, the customer is trying to look for guidance. We are people at the end of the day and I felt incredibly spoken down to in the email I received.

Incredibly disappointed and would not recommend using their customer services which was a more negative experience than the dress.

Edited:
The response is disappointing as you’ve address the claims around the dress but failed to recognise that the review was negative largely due to the customer service.

If you wish to avoid negative reviews then I would strongly advise you to consider the overall customer service and tone used not only in emails but also in review responses as it’s clear that the correspondence from HOD is fitting of my initial review.

Sent an email to the company stating that after only 18 days that the seam on the strap of the dress was coming loose, there were loose threads all over the dress. I sent two pictures with the label still attached. Dress was not worn. They lost the email didn’t reply for over a month and I had to chase them. They stated that my email had entered their junk mail. They refused that it was faulty so I sent more pictures.

They stated ‘Thank you for the additional images and information that was not initially provided.’

Here are some more quotes from the company in response to my emails. These are the direct words.

‘I can see an extra thread that's been knotted that simply needs trimmed’

‘Are you trying to request a return claiming it is faulty as you missed the cut off?’

‘loose threads etc are not faulty but instead would be considered a quality issue so must be requested within the 14 day period.’

‘in this case there is no problem wearing the dress.’

‘for example a £50 dress it is understandable it would have loose threading compared with a £100 dress’

These are direct quotes from the company when I sent pictures of loose thread and fraying seems. The tone was passive aggressive from the start.

The dress fit wise was beautiful, unfortunately if you have a faulty item or try to send anything back, they will try and get out of it anyway they can.

In transparency they offered to ‘take a look’ at the item if I paid for it to be sent back. This was after initially refusing to refund as faulty. They never offered a refund and instead put the onus on me as the customer despite the poor quality of this garment.

I purchased a dress for my mother at the same time and her dress was fine. I did not ask to send this back, as this dress (size 10) was of satisfactorily quality. The one I ordered for myself not so.

Seeing the reviews below (1 star) I did not trust that this would be received by them as it seemed a pattern that parcels go missing when being returned. I asked them to provide me with a tracking label to which they replied they couldn’t because it was outside the deadline. I’ve never known a company not be able to create a tracking label. If I can buy a postage label then it is easy for a company to do so.

The customer service was accusatory, and passive aggressive at best. These dresses are lovely if they fit and aren’t faulty. But do not trust this company if your dress is faulty or if things go wrong they will try anything to not admit fault.

I am in love with this brands high low dresses! I got the tan one but I have big boobs for my size so the buttons were pulling so I used the free exchange option to go for a size up and it was a better fit.

I don’t have a printer and I have a broken leg at the minute so I asked could I have a QR code instead and customer service were able to arrange a collection from my house which was so helpful l!

I ordered two gorgeous green dresses in two different sizes, super quick delivery couldn’t flaw it at all on that point. However, this is where it all starts to go wrong. I ordered a 12 and 14, the waist on both were exactly the same, but the lengths were different. Sad point number one. I returned both dress knowing neither of them fitted me. Unfortunately, never received a refund for two very expensive dress as they claim they were never received by HOD. Lost £150 which I will never to be ever again. They didn’t seem interested in sorting this situation out, which I think is bad show on them.

How can you support a small UK based businesses, if this is how you get treated.

Feedback - if you want items to be returned in such a particular way, then maybe a returns label should be included.

Great wedding dress guest dress, the quality is very good for an unknown brand to me. Returned one all fine.

After waiting for over 10 days, I decided to inquire about the whereabouts of my parcel. Much to my astonishment, I was informed that the order had been delivered 5 days prior. However, upon checking the Royal Mail tracking number 110D5596B99, it was evident that no delivery attempt had even been made. Despite this, they refused to issue a refund until I demanded proof of posting. In conclusion, it's crucial to request PROOF of POSTING once the order has been marked as dispatched.

Awful company - never got a refund even though item was tracked and signed for - so was returned. Company said they didn’t receive it.

So just lost out on £50 for a jumper and £4.95 postage!!

Update to say that the company have replied to say they have not got proof of return - I’ve sent photos of proof of return and I paid to have it tracked and signed for. Trust pilot approved this review as I had to send evidence.

Avoid. Avoid. Avoid.

I’ve just received my green knit cami dress which I ordered after previously ordering the lilac dress and I’m blown away by the quality of both. Will be ordering some jewellery for my sister at Christmas as I’ve heard good things about it too.xx

Thrilled with my chain necklace I got for my birthday from my best friend. A really lovely surprise

The summer dresses are just gorgeous. I bought pretty much every one they sell and returned a few colours I didn’t like as much. My only criticism is please make more clothes so I can choose more :) :) :)

I had so many compliments on the floral summer dress on holiday. I’ve a larger bust and they were very helpful within my sizing query so I sized up! The little white button loops stretch but I didn’t want them all stretched across as if it was too tight so sizing up stopped that happening.

My order arrived quickly and was packaged well. I returned one item and received my refund as expected. I will order again in future to support a female business.

Ordered 2 sizes just to be sure as I needed it for a wedding and returned 1. So many people asked me where I got it it was beautiful shade of green. Will order again!

Do not buy from! Retuning clothes is a pain! You have to request to return for which they take several days and chaser emails to reply to. Then you have to pay for your own return and tracked at that. They have received my package but are saying they have not received it and will not refund me £200. Avoid!!!

Received the green stripey jumper and it is very oversized (I’m a uk 8) which is exactly what I wanted so I’m real happy :) it’s giving me princess diana vibes in my leggings and I love it. So cosy! Ordered it on Friday and received on Tuesday so quick! Compared to the mango order which took 2 weeks to arrive lol the bonus of shopping with a small brand really! Please bring the jumper out in more colours and I will buy every single one!!! Xxxx

Quality of the pink jumper and lilac dress is super. Bought 2 sizes of the dress and kept the smaller size, returned the larger size and got refund in about a week or so so no issues. You have to pay for returns as they’re a small business but even the bigger brands are charging for returns now and id rather support these ladies

Wore the glitter dress for NYE & everyone complimented me! Waited a bit extra for delivery because of the strikes but it came on time in the end, thanks gals xxxx

The really helpful ladies got the jumper and necklace to me before Christmas which I was giving as a present to my daughter. Thanks for your help and my daughter loves both the jumper and the necklace, the quality and fit is beautiful.