Wander Doll Avis 

my parcel got lost which was disappointing but olivia from customer service was very helpful and responded quick and rectified the issue quickly

Terrible customer service. Do not shop here! Awful quality for the prices they charge. They will not refund you even if the products are faulty! avoid at all cost

DO NOT ORDER FROM THIS COMPANY!

I orders a pair of jeans in September on pre order. They arrived at the end of September. I worn the jeans once and the button came off, which suggests the jeans are faulty.

I contacted wanderdoll customer service and asked can I return for a refund, as I don’t expect to get one wear out of a pair of jeans at £75. They obviously didn’t take any liability of the fault, they refused me a refund.

I took it to my payment provider, where wanderdoll addmitted liability of the fault & said they would offer me a 5% refund to go and get the jeans repaired myself. I thought this was just insulting, the 5% wouldn’t even cover the repair never mind the messing around I’d have to do to go and get them repaired. I declined their offer & after a lot of backing and forthing they then offered to repair them at their cost.

I returned the jeans using their free return label they provided me, I was told I’d have the jeans repaired and send back to myself within 21 days, which I was happy with. This timeframe then exceeded.

I then contacted customer service for an update on my jeans. I have sent emails, contacted their socials and I was getting totally ignored. I then received a response today, saying their returns department hasn’t received the jeans. Were they then asked for proof of return.

Luckily I took pictures of everything before I returned the jeans, the jeans packaged at the post office on the scales showing the weight and I kept hold of my proof of return.

I have sent over all information they have asked for and I’m currently waiting to see what they come back with this time.

I have opened a new dispute with my payment provider & my next step is to take them to a small claims court if this doesn’t get resolved asap. UPDATE PENDING!

AVOID this company at all costs.this has been ongoing for over 8 weeks and I’m not going to quit until they resolve this, because under consumer law they are liable as the retailer.

Update: this dispute was not in favour of wanderdoll as they are saying in their response. Again another lie.
My payment provider instructed that wanderdoll had to give me either repair, replacement or refund due to the item being faulty within 6 months, following consumer law.
The Jeans did not come with a spare button. The main feature on the jeans is faulty. Regardless wanderdoll are liable under consumer law to resolve this issue at their own cost, not mine.
They are still saying they haven’t received my jeans even though I can see the jeans were delivered back to their wearhouse on the 9th January, following the tracking.
Wanderdoll are trying their best to have one over on yet another customer. But I hope they know if the haven’t received the jeans as they are saying, that they are fully liable to refund me in full for the jeans, because they provided me with the return label…

Update:
Company finally emailed back after being contacted from My payment provider saying they have just received jeans back. How funny after they swore blind they didn’t receive my return. They then said that they will go ahead with the repair and return the jeans back to me. Seeing as this exceeds the agreed timeframe of 21 days I was originally given by the company, I have now filed for a full refund, as under consumer law they have failed to return the repair within a reasonable timeframe…UPDATE PENDING…

AVOID THIS COMPANY AND PLEASE LISTEN TO THE REVIEWS!!

Vorige maand heb ik mijn pakket niet aangenomen vanwege de onverwachte invoerkosten. Het pakket is daardoor automatisch retour afzender gestuurd en heeft mij nooit bereikt.

Inmiddels zijn we ruim één maand verder en is mijn retourzending nog steeds niet verwerkt. Ik heb hierover contact met u opgenomen en u geeft aan dat PostNL het pakket eerst weer bij u moet afleveren voordat u actie kunt ondernemen.

Ik wil hierbij duidelijk aangeven dat de afhandeling tussen PostNL en uw organisatie niet mijn verantwoordelijkheid is. Het pakket is aantoonbaar retour gestuurd en ik heb mijn verplichtingen als consument hiermee nagekomen. Dat de retourzending intern of logistiek nog niet bij u is verwerkt, kan niet aan mij worden toegerekend.

I placed an order excited to try Wanderdoll after seeing so much online, when there was the black Friday offer so I decided to place an order for some items I had been eying up for some time. 2 items of the 4 were included in the black Friday sale.
The items were not suitable so I decided to return, which was an easy enough process. The tracking showed royal mail 48 hour service but it took about 3-4 weeks to get back to Wander doll (Items sent back 13th December and returned in January, so we did have Christmas in-between)

My Klarna then showed a partial refund.. so I queried it with customer service and was advised that the Black Friday sale items were store credit only. This was not made clear upon placing the order. I was aware of their refund policy prior to placing the order as I had been looking at these items for a while, there was no note on the actual sale page like you see on most websites when certain items have a different refund policy to normal.
I was told I ticked a box to approve BF items were for store credit only which I am pretty sure I didn't, I would have seen it.
They sent me a screen shot of the box I apparently clicked , which in my opinion doesn't prove anything. Anyone can take a screen shot. They should have sent my order showing the box checked consenting to the difference in policy for my items.
I was constantly told the store credit had been processed and that couldn't be reversed but they hadn't even sent me the store credit! I had to chase for it, they sent me the gift voucher with store credit and was told it may have gone in mu junk, which clearly was the first thing I did. I thoroughly searched my email and there was no gift voucher sent prior to me chasing.
Absolute joke, I think the refund was processed without the store credit until I chased up for it.
You can't keep banging on about being unable to reverse a store credit when the store credit was never initiated!

EDIT: After reading other bad reviews this is obviously a common theme, they like to keep customers money and there are plenty of reviews showing the policy regarding SALE items is not clear! Maybe you should review this to keep customers on side rather then doing all you cna to keep your "valued" customers money! They portray one side of Wander Doll online and a completely different side should you ever wish to deal with customer service!

I had an issue with a parcel sent to Wanderdoll, that was meant to be returned to different company. I was completely unaware of where the parcel had gone and was quite worried until I received an email from Gary on the Customer service team. He let me know that the parcel was at their warehouse and proceeded to help me create a label for them to return the parcel to me. Gary was extremely helpful and turned a stressful situation into a straight forward resolution. I really appreciate Gary's help.

Appalling service placed a few orders in the last few weeks

Emailing continuously back-and-forth without any sort of resolution. I ordered small size and not showing on the system was told to re-order when on the website is showing.

Recent order I ordered the top was missing and the wrong size were sent still waiting for a reply and nothing

Will not be ordering from this company again

Issue still unresolved after a week

Used to be a big fan of wanderdoll, but ordered a co ord that looked horrendous after washing once (as per instructions). Emailed to see what could be done, to have a response saying they won’t do anything. Item was over £150 in total, worn once and can’t wear again.

Couldn’t recommend more, the outfits are beautiful 😍 and customer service is fantastic, any issues were solved within 24 hours. Thank you for my gorgeous outfit!

Ordered a dress that I had been checking the stock of for a while everyday, it finally came back into stock in my size.
I got a tracking number for the item but it took days for my parcel to actually be received by Royal Mail- initially thinking it was an issue with Royal Mail but they had not been sent it yet.
When my parcel arrived the white dress that I had ordered for my engagement party had arrived in black. The item is now out of stock and I have got the wrong item. I have contacted about this to see what can be done, as I am extremely unhappy with this service but unfortunately have not been met with a response.
Expect excellent quality and customer service for the price but been entirely let down for a special day!

Massive thank you to Gary for helping out with my return, really accommodating and helpful :)

Absolutely awful company - DO NOT ORDER.

Ordered a tweed outfit and a two piece but the sizing was absolutely ridiculous so I had to send them back.

I then returned the items and reported to Klarna. Wonder doll failed to register the return so I then had to provide evidence I had sent it back.

They’ve now only registered it and have refunded as a gift card which is ridiculous because I sent it back within the appropriate time frame and it was their sheer laziness to register the return that’s caused this .

Please avoid ordering from them if you intend to return any items that don’t fit

I returned an item to WanderDoll on 18th December and received confirmation that it had been received.

After hearing nothing further, I chased my refund on 7th January. I received a response on 9th January asking me to wait 14 days. However, on 21st January, I was contacted to say my refund was being rejected and that the item would be sent back to me.

The reason given was that the item must be returned in its original condition, unworn, unwashed, with no smell, and with all tags, ribbon, and packaging intact.

For clarity, the item was only tried on to assess sizing. I am always a size small, however this skirt did not go past my thighs and fit more like an XXXS. The tags were still attached, there was no smell, and the item was not worn outside or washed. The only thing removed was a ribbon, which was already partially detached and obstructed trying the item on.

Refusing a refund in these circumstances is inconsistent with UK consumer contract regulations, which allow customers to inspect and try on items purchased online in the same way they would in a physical shop. I will be escalating this matter with Trading Standards.

I’m sharing this to warn others — please think twice before ordering, especially if there’s any chance you may need to return an item.

Update:

After reviewing the evidence I provided, my bank reimbursed me in full. The outcome speaks for itself. If you run into refund issues here, skip the back-and-forth and go straight to your bank or Trading Standards.

So I had an issue with delivery nothing to do with the company it was the delivery companies fault but Olivia on customer at Wander Doll couldn’t be more helpful and made the damaged items return so simple and straight forward and even organised a replacement the same day as I sent the item back as soon as I provided proof of posting. Very good experience of great customer service not to mention the dress is incredible

Have been buying from wanderdoll for years and i’m absolutely obsessed with every item i buy, their pieces never miss and I genuinely love every piece I’ve bought. I had an issue with the delivery courier losing my parcel, and Olivia went above and beyond to sort it out for me so quickly, always amazing customer service from them, an incredible brand

I purchased an outfit for my daughter for Christmas, this was ordered in advance to ensure it arrived on before Christmas. Unfortunately the items didn't fit and after the Christmas rush I tried to organise a return, I was however informed that the return window was not extended beyond the 14 days over the Christmas period which I think is appalling, who leaves Christmas presents until the last minute in hope they arrive in time? I would have gladly accepted a credit note if this had been offered as an alternative but was just told "on this occasion we are unable to accept this order for a return"

Lovely customer service received. I ordered two outfits for a Christmas party and although I liked them both, one dress was just too short. Unfortunately with moving house I missed the return deadline but dealing with Olivia via emails was really helpful and smooth. She kindly offered me a credit note on that occasion. Many companies would simply state there was no action they could take so it was a real pleasure shopping at Wanderdoll. I’ve since purchased one of the striped co ord outfits which is so soft and cosy.

Doesn’t follow consumer law.

I’ve had to raise a dispute through PayPal and contact Trading Standards just to try and get my money back. Regardless of their terms and conditions, as a business they should understand and comply with consumer law, but it really feels like they’re trying to work around it to keep hold of customers’ money.

I’m confident the law is on my side and I won’t be dropping this until I receive the refund I’m legally entitled to. Their claim that a credit note “can’t be reversed” is simply not true. If it genuinely is a system issue, then they need to fix it urgently to comply with the law. Otherwise, they’re setting themselves up for multiple disputes and potential legal action, which surely isn’t worth the extra money they’re trying to pocket.

What’s most frustrating is that I would have happily shopped with them again if this had been handled properly. Instead, the whole process has been unnecessarily stressful, and in the long run they’ve lost my custom.

Overall, it’s been an absolute shambles. If they followed consumer law properly, they’d likely have more repeat customers. I honestly can’t understand why they choose not to.

If YOU Reply to this particular review, with the same ridiculous automated response regarding the store credit like they have all the other reviews, please just make note this is you are CONFIRMING again you do not comply with consumer law which is detrimental to your business.

Thanks for your reply - as stated and as per emails sent, I didn’t tick a box and regardless if I did it’s still illegal so refuse to refund me and I’ll take you small claims court where you will have to refund me and pay the fees too 👍🏼

not only the most gorgeous outfits but the customer service is 10/10💝 Olivia was so kind and helpful, I accidentally sent back the wrong item and she was so understanding and kept me updated, thanks guys ❤️❤️

For clarity, nowhere in Wanderdoll’s published return policy does it explain or define a “conversion” process, nor does it state that any item simply labeled “Sale” is automatically store credit only. The policy specifically references Black Friday Sale items and Sale or Final Call collections, which are separate and clearly named categories.

The dress in question was not labeled as a Black Friday Sale item and had been discounted for weeks prior to Black Friday. This distinction matters, yet the explanation for denying a refund has shifted throughout this process, first referencing sales generally, then Black Friday, and now checkout wording.

This issue began in November 2025 and continued into January 2026 without a direct resolution. During this time, responses to my Trustpilot replies were issued promptly, while the underlying issue itself remained unresolved.

I will not be purchasing from Wanderdoll again. I am sharing this so other customers are aware of the lack of clarity between product labeling, checkout language, and the written return policy before purchasing.