CARAMELLA レビュー 1,226

I would have appreciated being informed that you were going into liquidation three days after my purchase so that I would not be able to return my purchase. Now I am left with a dress that I cannot wear because it does not fit if I’ve been given the option. I told I would not be able to return it. I would not have purchased it.

Ordered a pre order outfit for a wedding. Over a week after the pre order date proposed, my order still hasn’t arrived. I emailed and got a prompt response saying they are posting it out next day which they did. When it arrived the outfit was miles too big, I have now emailed twice to start a return with no response, appalling customer service!

Very disappointed with the customer service. I returned my order nearly a month ago, Royal Mail collected it successfully, and I even provided proof of collection, yet I’ve had no refund and no response whatsoever despite chasing multiple times through their contact form.

Completely unacceptable communication and extremely frustrating having to continuously follow up just to get an update on a refund. Customers should not have to wait this long for a refund with no transparency whatsoever.
Would not recommend based on this experience.

Sent two dresses back that I had ordered weeks ago and have never been refunded the money. They have said I never sent the dresses back and I have emailed and still no response £140 just gone for no reason.

Lovely designs, but I was really disappointed with the quality of the item I received, especially considering the price point.

The top arrived with visible discolouration/singeing around several of the button loops, loose threads, and damage to parts of the fabric. I initially contacted customer service simply to make them aware as it appeared to be a manufacturing fault rather than wear or handling, and I attached photos for reference.

What frustrated me most was the response. I received a generic email saying they were “so glad I loved the top” — despite my email clearly outlining multiple quality issues — followed by a 20% discount code for another purchase. Personally, a discount code doesn’t inspire much confidence when the issue is the product quality itself.

I then replied politely explaining that I felt a partial refund would be fair given the condition of the item and the lack of confidence it gave me in ordering again, but I never received any response.

It’s a shame because the designs are lovely, but for £40+ I expected much better quality control and customer service.

AMAZING customer service! Mind you, I contacted them on instagram asking for imformation about a dress, they responded within MINUTES! Very kind and helpful staff, as for product quality, i will be back to report when I get my order in, but so far, I highly recommend!💝

Excellent customer service and efficient feedback/updates on orders!

Still no refund , a lady rang me over two weeks ago and said that as soon as my parcel has been received it will be refunded and if I would take down my trust pilot reviews! I’m still waiting not a happy customer-why does it take soo long to return the money!!

Always the best outfits, and fantastic customer service! Don’t hesitate to shop with Caramella girls! They are fabulous 💘

Really lovely clothing & a great customer experience. Really quite to reply via email for any queries. Amazing

Gorgeous baby shower dress! Can’t wait to wear it - spot on, quality is perfect

Amazing customer service! Very quick at responding & helped me with my delivery as i needed it sooner!

I ordered a dress for Ladies day at Aintree and it is honestly my favourite outfit I have ever worn for the races! The material was unreal and it’s just gave classy vibes! obsessed

Beautiful items size fit perfectly and good quality ❤️

So happy with the customer service from Caramella! Needed an urgent order shipping method amended after my car breaking down. These lovely ladies was super quick in getting this resolved for me. 10/10 thankyou! Can't wait to receive xx

Caramella was super amazing with their response and for filled my request by restocking the olive pants cannot wait for them to arrive today!

The girls are so lovely and helpful! I’m the most unorganised person in the world and the fact I could order and collect in an hour and helped me on instagram too! I was worried about the size too and nothing was trouble incase I wanted to change size! Love love love and can’t wait to be back for the new collection soon ❤️❤️ thank you girls means the world

Absolutely love their clothing, stunning designs and true to size.

If it isn't obvious already I am Obsessed with caramella and everything they bring to the world, after any order is delivered the day just becomes that little bit brighter! Quality is 11/11 unmatched and stunning though every detail and design. On this one occasion the orphilia was out of stock and I knew I couldn't let her slip from my fingers so I had to pre order however I was unsure of the release date so decided to email through to customer service and to say they were polite professional and speedy to respond is an understatement, nothing is ever too much! Caramella is an outstanding company with top quality products and customer service which you just can't resit... All round win win, thank you for being amazing and I will be back very soon to fill my wardrobes with more wonderful items from yourselves, until then take care and thank you again, Nikki x

I wore the Sloane dress for Cheltenham races and honestly it was just the best. True to size and UNREAL quality.. thanks girls xx