Wander Doll Avis 

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.

I bought two outfits for options for a wedding. I spent over £200 and knew I’d end up sending one back. I returned this item on the 19th of December I have confirmation that Royal Mail delivered the return. I contacted their customer service email aswell as the form on their website and still no response not even a email to say my return has been received and will be processed. I message them on instagram and they redirect me to the email again which they aren’t/ haven’t replied to. I understand it’s been Christmas period but it’s getting on a fair bit now and to not receive even a email is a bit poor. I’m waiting on a £110 return it’s not money which people can go without for such a long time. The dress I did settle on was lovely and I cannot fault the quality of their items but their customer service is really frustrating and it feels like money I will never get back now. ***update I did receive my refund on the 12th of January, I understand the response below from wanderdoll where they say they were busy this time of year which I understand, however waiting 23 days for a refund is pretty poor. Saying this refund was processed on the 7th is not true. After having enquired twice with no response I had luck on the 3rd time where I had asked if this refund was delivered and proceeded they told me I had been sent a processing email I told them I had not been sent this so asked for it to be forwarded to me (this was on the 3rd of January it was forwarded to me) the email didn’t state the date it was processed it just said It can take up to 10 days. I then sent a further 2 emails asking what date It was processed so I could work out when 10 days is up and I just got forwarded the same which not answering my question which is simply when was it processed? I would of had no issue with the time frame if I had received any email updates through out however it took for me to chase this up to hear anything about my refund obviously when I am waiting on over £100 to be refunded getting very poor communication barely any answers I am going to get frustrated, worried and leave a bad review.****
I think 6 days processing time is acceptable however this was not the corrects dates wanderdoll are claiming in their response. It was recieved the. 29th dec, supposedly processed prior to the emails on the 3rd of Jan where I had requested the email to say it had been processed. It’s all just rediculous if I would have been told sorry it’s delayed but we’ve received it fine but I didn’t get a single clear simple response once. To confirm your added response I have sent yourself the screenshot stating the date I got my refund. If this is an effort for me to remove my review I won’t be.

Awful Customer service. Ordered using royal mail next day delivery on the 18th december and the items didn’t arrive until the 24th december. although i was given a tracking number, when trying to track on royal mail website, it said they hadn’t even received the item.

i opened the parcel on christmas morning as it was to wear christmas day, one item was completely missing and one was the wrong size. I have now sent numerous emails to them with no response or resolve and have returned the two items that i did receive with no acknowledgement. now playing the waiting game before escalating as this complete shambles of an order was £200+

Purchased a few items for a ball they came and wasn’t suitable.
Returned tracked by the Royal Mail proof of receipt over two weeks later saying they had not received.
Another week later they said they had only received a top which was meant to have steins on. I sent proof of receipt of multiple items they then finally said they received the skirt with the top refunded the skirt and not the other items which where tracked and returned and now just keep ignoring me. And the proof I have. All a scam the top was never worn and in the bag with the skirt which they firstly said it wasn’t.
The top was meant to have been returned back to me when I go on Royal Mail to track they haven’t even sent it back to me it doesn’t recognise my post code.
Sent multiple emails of dates items receipts still being ignored no response to them.

Got my daughter the red cardy and skirt for Christmas, absolutely stunning and washed really well.

Delivery super fast.

Olivia really helped me out with a return after not realising the return info, very helpful and came up with a solution for me! Wanderdoll are the overall best anyway and will continue to shop with them!

I ordered 2 items on the 20th December and paid for next day delivery as it guaranteed delivery by Xmas. I shortly had an email to say my item had been shipped but when I followed the link to the tracking Royal Mail showed they had not received the parcel. On the 24th (the last day I hoped for delivery) I contacted them to o chase it up hoping it would still arrive on time. I then received an email at 1pm to say that the items were out of stock. I think is terrible when they had already sent a shipping email so I assumed the items were on their way. I have now been left with no Xmas day outfit - if they had notified me earlier or when the order was placed I would have had time to get something rather than on Xmas eve 4 days after the order was placed. Furthermore I still have not had confirmation of a refund.

Olivia was so great, I needed to return some items but as I had a lot going on I missed the two week period (I wanted to return on the 14th day), so the portal online did not work for me. I emailed customer service and Olivia replied with a speedy solution, no problems, no nonsense, just understanding. I was able to return two out of four items I bought and I’m really pleased that she was so understanding. Some places aren’t. For that reason I’ll definitely be shopping at Wanderdoll again, just amazing service.

I love shopping with Wanderdoll. The dress I ordered is beautiful and makes me feel so confident.
I had a small hiccup with the returns portal as I had ordered a couple of sizes and the portal had incorrectly said I was out of the timeframe. I emailed customer service and it was resolved within a couple of hours. Gary was extremely helpful and fixed the issue for me right away.

Great customer service! Would like to say thanks to Gary who sorted everything out for me after I messed up x

I had a great experience with Wanderdoll.
I’ve ordered from them a few times and loved every item. I wanted to exchange one item for a smaller size before Christmas and Gary was so helpful via email. I would recommend ordering, the items are gorgeous.

Gary was really helpful and responded to my questions very quickly.

Even though I did not receive my order the customer service from Wanderdoll has been exceptional! Olivia arranged for a new delivery and kept me informed every step of the way - it’s frustrating when things just don’t show up and you have to correspond by email but Olivia kept me fully updated and I never felt like my query was being ignored. I am so grateful for her help with this - fantastic service! Many thanks Sam

My experience with customer service was extremely disappointing. I ordered a top and a shirt which, upon trying them on, did not fit. I immediately returned both items with all original tags still attached and labels intact, as they had only been tried on. Shockingly, my return was rejected and the items were sent back to me with the claim that they had been 'worn.' This is unacceptable and inaccurate, especially for a premium brand. I was met with refusal and unhelpful accusations, which is not the level of service one expects when dealing with relatively expensive clothing.

I had trouble with my order and postage.
Neither of my parcels arrived on time and one got lost in transit, I needed this outfit for an event.
I spoke to Olivia who was apart of the customer service team and she was nothing but helpful. Investigated my case and refunded me my postage and my order and did the upmost to help me with whatever I needed.
So even though I didn’t get one of my parcels I can still appreciate what a great company they are !

My order did not arrive as royal mail lost it, Gary sorted this straight away for me and I re ordered my order and received a refund! Amazing customer service.

I absolutely love every item I’ve purchased from Wanderdoll — the quality is truly unmatched. I recently placed an order during the Black Friday sale and, unfortunately, it was lost by Royal Mail (through no fault of Wanderdoll’s).

Throughout the process, I had excellent communication with their customer service team, particularly Gary, who was incredibly helpful and quick to respond. He went above and beyond to arrange a replacement and ensured it arrived before Christmas, which I’m so grateful for.

I can’t thank him enough and would highly recommend Wanderdoll 😊

I’ve shopped a lot with Wanderdoll and had some beautiful garments and I’m very impressed by the quality and thoughtful design details which make every style really flattering and wearable, sadly I’ve had two faulty garments, but Olivia was so helpful in helping me return these faulty items for free, arranging an exchange for one, and a refund for the other, not only was she super polite and efficient but she’s clearly naturally a very friendly nice person, who makes you feel at ease with no fuss returns, unlike some places who make you feel like you’re trying to scam them, Olivia is the perfect person for customer Care because she genuinely does care about her work and helping you out, thank you for you Olivia.