Peruvian Connection Avis 

I ordered something from their holiday catalogue on Dec 5th. I got an email saying the expected delivery date was Dec 15-18. It hadn't arrived by the 20th so I emailed customer service. I didn't hear back so I called them on the 22nd only to find out that the item was backordered. When I asked when it was expected, the agent had no idea and indicated it's possible it may not come. She said I could call back intermittently to find out if the status was updated but I wouldn't hear from them unless it was shipped to me. It is fine if they are out of an item but to not let me know and now it is too late to find a replacement item before Christmas. I'm very disappointed and can't believe this is their business model. The clothes are lovely but I don't know how I could feel confident to order from them again.

Another customer who is experiencing Peruvian Connections silence on the difficulties with approving returns. After 2 weeks and many emails and phone calls from me I have 1 single evasive and non-commitment response about their difficulties with label printing. No offer of any way to make amends while they retain my money.. The company is clearly struggling financially. Keep well clear.

I have been waiting for 3 months for a returns label for a dress I want to send back. Called customer service three times, still no progress. Peruvian Connection has therefore had nearly £400 of mine in their account for three months earning interest for them instead of in my account earning interest for me, along with many £1000s, probably £100,000s from other people who want their payments refunded. I now have no trust in the company at all. I had to wait for months to receive a refund last time I returned an item so I am afraid that if I do manage to send the dress back I will not get my payment returned anyway, so then I will have neither the money nor the dress. If I had spent over £1000 on a couple of coats and a dress and a few tops to try on (easily done), I would be very stressed and unhappy now (I am sorry if that is you). As it is, I think I will just keep the dress and try to alter it until I like it. I've been a happy customer for a long time. Now I am simply appalled with the situation. Please don't order anything from them.

I am another person wanting to return items but being told the company is experiencing ‘technical problems’ and cannot issue a returns label. Some of the complaints for the same issue date back to November, why hasn’t this been resolved? Why are you still accepting orders if you can’t accept returns? You have £400 of my money, plus how ever many £1000s of others all sat in your account earning interest. You don’t answer your phone or return calls. Your apologies mean nothing and extending the returns period like you’re doing me a favour, is appalling. This is disgusting at any time of year but at Christmas it is doubly so!

Updated review following PC poor response:

I don't believe you, some of these complaints about the same issues are dating back to November, you could have installed a whole new process by now,. And here is a radical thought, send people a returns label by post!! But then that would cost you money and you wouldn't be able to earn all of the by hoarding your customers money.

And you bang on about being an ethical company, your lack of consideration for your customers, particularly over the expensive Christmas period , is appalling. You should be ashamed. I bet we are offered no compensation if it is ever sorted.

Update 20/04 - took this to my credit card company and they arranged a chargeback which Peruvian Connection accepted. They said they would still organise for the items to be returned..so far they still haven't.

We ordered two coats, same product in two different sizes.
The total cost was £1231.00
When they arrived we didn’t feel the quality was very good.
The design and the way they hang was not that of a quality coat.
We immediately tried to generate a return which didn’t process, a return label, it said ….

‘Your return requires additional attention, you’ll receive an email once your return has been reviewed’

We have not heard from them since.

I rang and spoke with a lady called Maria, she told me they have a technical problem with their return portal.
As soon as the issue was resolved I would receive the label.
It hasn’t.

We have now handed this over to Barclaycard who are dealing with this, they have said this company is clearly blocking us from returning their items.

We still have the coats, we still have the transaction on our credit card which thankfully Barclaycard have assured us interest will not be applied.

We are now completing paperwork with the credit card company.
Sounds to me like Peruvian are going out of business.

I love their clothes. Their admin went through a bad phase when they left the UK, but it got better, and I was beginning to regain confidence I could buy from them. HOWEVER...
I have two items ordered at the end of October, which I wanted to return and I am still unable to return them.
I completed the online return form, and was told they were waiting to sort return labels with the post office. I am still waiting, despite numerous requests I've been unable to return these items. There is a lot of money tied up in these items. It is so so disappointing

I ordered a dress (£199) from Peruvian Connection from their catalogue. It arrived within a few days delivered by Fedex. Once I saw it in the light of day, the colour was not what I expected from the photograph based on the photograph in the catalogue. The quality of the fabric was not as expected for the price so I initiated the RETURNS PROCESS by going on their website. An acknowledgement was received merely saying the request was being reviewed and a returns label would be emailed out to me. One would expect this to be an automatic process but sadly not.
After a day or two nothing was received so I phoned them, to be told by the call handler that there was currently a technical issue with the returns process on the web portal. I asked for the actual return address but it was not given.
I tried phoning repeatedly the next day but could not get through. My husband used his mobile and got straight through. He asked when the returns label would be issued and basically got the same diatribe from the call handler. He was told all returns go to Kansas in USA so there were would be customs issues. He did mention the many Trustpilot negative reviews on the failure of Peruvian Connection returns procedure going back a number of months but she was totally unphased by that. (AI response?)
Having also emailed their sales team (received a reply but no definitive time on restoration of returns portal) I initiated a dispute through my credit card company for reverse payment of the dress cost (less the postage, which seemed fair).
I now await further development but hold little hope of this returns system returning to full functionality anytime soon. Beware of this returns issue if shopping at PC! You may wait a long time.

I really do like their clothing. It fits nicely. I would like to buy more. But it took over a month, and repeated phone calls to them to get them to refund my money for a return that didn’t fit. That’s ridiculous. They make all kinds of excuses about why their refunds take so long. I’m not buying it, or their clothes anymore.

*Update 4th February 2026

I'm updating this review to reflect the reality that this company is currently in breach of UK law including the Consumer Contracts Regulations 2013. We still haven't been given any option for returning/refunding. I can speculate together with other reviewers that liquidation is coming - it's not hard to create a returns label. Something is up and they are breaking the law.

*UPDATE 7th January*

Still no response, still no option for return or refund and not contact from them as they claimed below.

*UPDATE* 17th December In response to their comments below. DO NOT BUY FROM THIS COMPANY. My solution from now on will to buy their clothes secondhand on eBay.

1) I was advised by their customer service assistant that there is no exchange offer and this is true. You can only 'apply' for a refund, and then buy the same item in a new size. That is not an exchange process, it is a refund process and means running the risk of not getting the item in the size you want unless you buy it before their laborious refunds process goes through. Plus, given that refunds take months to process, I can't afford to simply buy a new item while waiting for the refund to come through. Finally it means losing the sale price at which I wanted to buy the item - because it's not in the sale anymore. This is NOT an exchange process. 2) They say their customer service team is always ready, but they are not. I've sent there emails over 10 days with no responses whatsoever. When I did call, the assistant gave me this info that there is NOT an exchange policy. She literally used those words. 3) The dress is the Marais rose print dress - it is not a deep teal, and the yellow not as vibrant - it is much 'muddier' than it looks on the pictures. 4) The refund which was calculated on the website took the current exchange rate which meant the calculation was about £35 less than we paid. That's not legal in UK law. Furthermore, while this was a calculated refund offer, I want to reiterate that I am still waiting for them to send me the return label, they said they needed more information and would get back to me, and have not - it's been two weeks now. 5) Lastly, I did respond to their request for more info so that they could 'review my concerns immediately' and I have not heard from them.

First review dated 11th December:

The returns and exchanges process is impossible to navigate. It's always been like this with Peruvian Connection but now it's even worse - they don't eve offer an exchange process. You have to send back the item and buy a whole new one. This company have never considered customer experience - they focus on great photos and lovely clothes. Fair enough. But I've had too many experiences now of the colours not being accurately depicted, the sizing being all over the place, and even refunds being wrongly calculated which I am pretty sure contravenes UK selling laws. So, even though I've been buying from them for years, and I think their clothing is unparalleled, I have had enough and will never buy from them again.

Having read all the negative reviews I was extremely reluctant to order anything, but it appears their problem is their return system. I have been a customer for many years so when they moved to the US I decided only to order what I know to fit to avoid all the awful experiences many have had. I ordered x2 of my favourite Extreme T-Neck and they arrived within a week…….excellent, but as much as I’d like to order other items until I see at least 4* feedback and they have sorted their returns system sorry PC not a chance!

Die Ware wurde sehr schnell geliefert. Retour wurde allerdings bis jetzt ( 6 Monate später) nicht auf mein Konto zurückgebucht. Ich warte noch heute auf über 600 Euro. Eine Kommunikation ist sehr schwierig. Ich erhalte keine Antwort.

Had a terrible experience with Annie's Nightgown in burgandy, my expensive white linen sheets are now tinted with burgandy due to nightgown leeching color even after washed. Customer Service response: we don't consider this a defect, we don't have to communicate this to the customer, we won't help you in any way, we won't even provide a gesture of good will that we appreciate 20+ year customers....I only got "I will share with the feedback team" aka no one cares; never purchasing from this brand again!

Bestellung 74387 vom 16.11. wurde laut Peruvian Connection am 17.11. versandt. Bis heute wurde nichts geliefert, der DHL Link, der in der Versandbestätigung mitgeschickt wurde, funktioniert nicht. Zwei Mails an sales@peruvianconnection,com vom 02.12. und vom 05.12. bleiben bis heute unbeantwortet.
Leider habe ich bereits bezahlt und sorge mich nun wie ich mir diesen Betrag zurückholen soll.

Tolle Produkte, aber absolut unprofessionell bei der Rücksendung.
Nach 5 Wochen immer noch keine Rückerstattung.
Zum Glück über Paypal bezahlt, dort einen Fall aufgemacht.
Alle Mails völlig sinnlos, man wird nur vertröstet.
NIE MEHR WIEDER

I have the same experience as the previous reviewer. I wanted to return two jumpers, of different sizes, because the quality was not as expected. I have completed the returns process online, but was unable to print a returns label. I have phoned customer service twice, to request a returns label. Nothing. They are still sending out catalogues, wanting us to purchase stuff. But I am beginning to think Peruvian Connection is becoming a huge Ponzi scheme. I would recommend people not to buy....

I used to buy from this company all the time what the heck has happened??? Have you been taken over? Used to be so good…and now? NO!! I am left with an item and cannot get through to customer services AT ALL-ANSWER YOUR PHONES….REPLY TO EMAILS….DONT IGNORE CUSTOMERS PLEASE. Very very bad.
I have an item to be returned. You have been contacted immediately and you are ignoring all of your phone calls and emails. How am I supposed to return this item?????
Very expensive items used to be very good quality with no issue with returns
NOT NOW
PLEASE RESPOND!!

To all the customers still waiting for a refund I am suffering an identical problem but because I purchased on a credit card my card provider has refunded the outstanding amount so at the moment I am at least not out of pocket however I still have an unwanted item waiting to be mailed back to USA

The Company has a problem with Returns and so you will not get your money back.
There is nothing on their website to say they have a problem with Returns.
If you buy a garment and you want to return it they are unable to give you a returns label because of an issue in the USA. As they cannot give you a label they are also unable to give you your money back.
They have had our money for over a month now and are still saying they have a problem.

Mit dem Kundenservice von Peruvian habe ich die besten Erfahrungen gemacht. Ich hatte ein Kleid bestellt und merkte zu spät, dass ich eine falsche Größe angegeben hatte. Am nächsten Tag rief ich an. Die sehr freundliche und hilfsbereite Dame vom Kundenservice stellte fest, dass das Kleid bereits verpackt sei, aber sie wolle selbst ins Lager gehen und versuchen, den Versand aufzuhalten und den Irrtum zu berichtigen. Kurze Zeit später bekam ich ihren Anruf, außerdem per Mail eine Stornierung und eine neue Bestellbestätigung. Das Kleid kam heute an, in der richtigen Größe und in der gewohnten Peruvian-Qualität. Ich bin mehr als zufrieden.
Ich kaufe seit 2013 bei Peruvian ein. Nach dem Brexit war die Rechnungsstellung manchmal etwas „seltsam“. Aber etwaige Fragen konnten immer ohne Probleme mit einem Anruf beim Kundenservice geklärt werden.

Appalling customer service. Refusing to take a return due to ‘system problem with return labels’ I am still waiting a month after purchase. Now going to cc company to dispute