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I am extremely disappointed with my experience with Magda Butrym customer service.

I returned a jacket over one month ago using the official UPS return label provided by the company in order to exchange it for another size. After the parcel entered their return process, I was informed that the contents allegedly did not match the original item.

Despite the fact that I used the courier service arranged by the company itself, I have still not received either:

* a refund,
* a replacement,
* or any proper resolution.

Customer service keeps sending repetitive messages saying they are “waiting for UPS investigation results,” while leaving the customer without a solution for weeks.

As the return shipment and courier were organized by the company, issues within the transport or return chain should not become the customer’s responsibility.

Very disappointing handling of a luxury customer experience.

Be careful with this brand!!

Dear customer service,
I was extremely surprised by your message and by the suggestion that I am responsible for the white marks on the leather and the scratch on the sleeve form my recent order.
The item arrived in that condition, which is precisely why I returned it. Suggesting otherwise is unacceptable.
More broadly, I was disappointed by the quality of the products I received, especially considering their price point. I am accustomed to purchasing luxury items and was happy to discover your brand through Instagram. I enjoy supporting emerging brands and small businesses, which is why I did not hesitate to purchase two items totaling $2,390. Unfortunately, the leather quality of the Leather Knotted T-shirt was far below what I expected, and the second item was equally disappointing.
Your packaging inside the box was elegant, and I commend you for that. However, the absence of proper external protection - only plastic- meant the package itself arrived damaged, which was unfortunate.
Despite the condition in which the Leather Knotted T-shirt arrived, I chose not to publicize the matter or post about it, however no one picks up the phone and no one answers my email..
Your reference to "legal regulations" and your return policy is not applicable here. When an item arrives defective or damaged, consumer protection rules clearly provide that the buyer is entitled to a refund. A defective product cannot be treated as a standard return.

I attempted to reach you at +48 531 322 149
and at the Warsaw store at +48 574 252 101
but was unable to reach anyone. Many times.
At this stage, I expect a full refund for the Leather Knotted T-shirt. I will not accept being charged for an item that was delivered in a compromised condition.

My wife bought a dress for £1300 and it arrived after she went on a business trip coming back at the end of February. She advised them that it didn't fit properly and didn't suit her. They insisted that she only had 14 days to return it, which is not in accordance with UK law and when I pointed this out, they continued to argue that the date of receipt should've been the date of delivery. It would be somewhat impossible for her to try on address and see if it suits her when she wasn't in the country as a compromise she suggested she would take another item which they also refused. This was not what we expected from what a growing brand which should have a sensible approach to its customers. As of today 21/3/25 they have agreed to take the item back so I have changed the review. Thanks

High level of service.
Bought a pair of jeans at this site - measures of item were available, made easy to decide whether item will fit. I received my parcel the day after, with a nice and high quality item. My warmest recommendations for shopping on this site.