HAUS OF DECK レビュー 

I never bother writing reviews but I ordered 4 dresses across 4 different orders as I kept wanting another colour as I love the dress and the team refunded my shipping as an “on us treat”. So cute and just really lovely customer service!! One was returned and I’ve kept the other 3 and I really hope they bring out more prints so I can buy them all! X

My hen party is next week and i ordered 2 of the white lady dress and i am so excited to wear it!! It is honestly the best quality, I can’t get over it for the price and what I love it that it’s not too bridally so I will be able to wear it again after my wedding. Delivery was quick about 2 days after I ordered and I returned the size not needed by using the return centre and refund was through about a week after I had sent it back.

I'm so sorry to have to do this on Trust Pilot - but unfortunately, like a few others on Trust Pilot ordering with Haus of Deck, I have not been refunded for an order I returned.

I followed each and every return instruction on the website - got the return request approved by Haus of Deck, and I chose to return by special delivery to arrive by 1pm the next day (£10.25!). The tracking shows it arrived safely.

Ordered the pink midi slit dress on the 17th of March, and unfortunately when it arrived, it didn't fit. Returned on the 24th - I'd have ordered the next size up but that size wasn't in stock.

I understood at the time they are a small business and therefore, as they state on their website, they take a little longer to process returns sometimes. However, they quote 10 business days - it has now been 6.5 weeks since. I have emailed three times with proof of postage, and have not received any response - this is the reason I am now posting on TrustPilot.

The quality of the dress was excellent and I loved it, so I am gutted that I'm now having to go through this purely as it didn't fit.

All I can recommend is for people to order with HOD through Klarna - so far, as I have the proof of postage & followed all instructions, I am hopeful that this extra support will help me to get my money back. Normally, I try stay away from sites like Klarna but honestly I'm glad I did it this time!

I can appreciate you're a small, female owned business (this is part of the reason I was so keen to buy from HOD) but if you are not equipped to manage returns, it's not really feasible to run an online business in 2026 - unfortunately it looks like from TrustPilot I'm not the only one to have had this issue.

Update:: Have now heard back from Klarna. Apparently the dress was in an unsellable condition on return?! Completely false, and find it incredibly suspicious HOD don't seem to think twice about responding on Trust Pilot, but have ignored this review and all of my emails attempting to politely receive my deserved refund - down £90 just for trying to support small businesses.

HOD - If it's in an unsellable condition, send it back to me! I could at least sell it on vinted and get something for it!

A lovely local brand with great women running it. I am so happy with my bridal dress and bridesmaid dresses. So well made and unique at a brilliant price. Thanks again ❤️

Product longevity and customer service.

I purchased short sleeve backless pink midi dress with split and wore it once to a wedding. I stored it in a suit bag with moth balls in a cupboard and when I took it out to wear again 2 months later, all the threading had started to come out down the front of the dress.

I appreciate that it was outside of the refund and return window and acknowledged this in my contact to customer services. I asked for compensation but I think the team took it solely as monetary. I was hoping for some guidance on repairing or the team offering to examine the dress in person. Instead I received a passive aggressive, repetitive email response which was incredibly accusatory with definitive assumptions that the dress was intentionally damaged.

I was told it was ‘100% plucked at’ and that it looked actively pulled at, not sure how many customers pull at their own dress. Reading other reviews on Trust Pilot, I can see people have had the same experience so to say it’s ‘impossible’ for the threads to become loose seems dismissive when other customers have had the same experience.

I noted that I loved the dress and was disappointed I couldn’t re-wear.

For a small business brand trying to sell premium priced products the products nor the customer service are premium priced. I definitely think the team take complaints as an attack when really, the customer is trying to look for guidance. We are people at the end of the day and I felt incredibly spoken down to in the email I received.

Incredibly disappointed and would not recommend using their customer services which was a more negative experience than the dress.

Edited:
The response is disappointing as you’ve address the claims around the dress but failed to recognise that the review was negative largely due to the customer service.

If you wish to avoid negative reviews then I would strongly advise you to consider the overall customer service and tone used not only in emails but also in review responses as it’s clear that the correspondence from HOD is fitting of my initial review.

Have experienced the best experience with this brand, customer service resolved my query quick and my dress is superb. Just ordered some jewellery while Black Friday sale is on and can’t wait to receive it.

From ordering to receiving I only had to wait a couple of days which was great and quick. The items are just absolutely gorgeous quality. I didn’t realise I had to pay €10 for additional customs because my package was so big but that wasn’t too bad. I returned two items and kept the rest and I’ll for sure purchase their next dress release.

Beautiful jewellery I love wearing it. Returned one item as it was much longer than I thought in the photo.

I don’t usually go to the bother of leaving reviews but this company really impressed me for the quality! The quality of the backless dress is so so good it’s a soft but sturdy material and is lined too. Feels quite weighty but not heavy at all when wearing. Really impressed for the price point. 10/10

Delivery was very quick, packaged well and customs charges were minimal. This is my second purchase from the company so I already knew what to expect from my first great experience. Both the dress and necklace are very good quality and look beautiful for my friend’s wedding.

I thought my return parcel had gone missing as my tracking results didn’t make any sense. I was looking into submitting a claim via Royal Mail so I emailed this company to apologise that my parcel might be lost. They kindly let me know they had already received the package and had processed the refund 2 weeks prior. I stupidly overlooked the refund email and I didn’t check my bank either so was almost creating a fuss over nothing. The team responded to me really quickly and were so helpful!!

Sent an email to the company stating that after only 18 days that the seam on the strap of the dress was coming loose, there were loose threads all over the dress. I sent two pictures with the label still attached. Dress was not worn. They lost the email didn’t reply for over a month and I had to chase them. They stated that my email had entered their junk mail. They refused that it was faulty so I sent more pictures.

They stated ‘Thank you for the additional images and information that was not initially provided.’

Here are some more quotes from the company in response to my emails. These are the direct words.

‘I can see an extra thread that's been knotted that simply needs trimmed’

‘Are you trying to request a return claiming it is faulty as you missed the cut off?’

‘loose threads etc are not faulty but instead would be considered a quality issue so must be requested within the 14 day period.’

‘in this case there is no problem wearing the dress.’

‘for example a £50 dress it is understandable it would have loose threading compared with a £100 dress’

These are direct quotes from the company when I sent pictures of loose thread and fraying seems. The tone was passive aggressive from the start.

The dress fit wise was beautiful, unfortunately if you have a faulty item or try to send anything back, they will try and get out of it anyway they can.

In transparency they offered to ‘take a look’ at the item if I paid for it to be sent back. This was after initially refusing to refund as faulty. They never offered a refund and instead put the onus on me as the customer despite the poor quality of this garment.

I purchased a dress for my mother at the same time and her dress was fine. I did not ask to send this back, as this dress (size 10) was of satisfactorily quality. The one I ordered for myself not so.

Seeing the reviews below (1 star) I did not trust that this would be received by them as it seemed a pattern that parcels go missing when being returned. I asked them to provide me with a tracking label to which they replied they couldn’t because it was outside the deadline. I’ve never known a company not be able to create a tracking label. If I can buy a postage label then it is easy for a company to do so.

The customer service was accusatory, and passive aggressive at best. These dresses are lovely if they fit and aren’t faulty. But do not trust this company if your dress is faulty or if things go wrong they will try anything to not admit fault.

I’ve just received the green knit dress and it’s really amazing ohh I’m so happy!!! Customer service helped me with my sizing query too and this dress the fit is unreal. Out tonight with the girls in my new dress feeling like a million bucks

I got the green backless dress months ago and I’ve worn it to a wedding, a black tie, date night and a murder mystery night I just love it to pieces… so much so I popped one of the back buttons off. I emailed and asked could they send me a new button out and they came back quickly to say yes and I received the button 2 days later. Fantastic item and fantastic follow up customer service that you wouldn’t get with a bigger brand! It’s reminded me to buy one of their lovely jumpers for winter!

Got myself the navy jumper and the teal backless dress and wow the quality and the look is just exactly what I wanted. I got 2 dresses and returned one as I went for the smaller size and refund was through in a week after. I’m based in the south of Ireland so my address is considered international which is a bit annoying when this brand is based a few hours up the road in the north :/ I know this is standard and it’s the couriers prices etc but still.

My dress is so so gorg and it arrived the next day which was very quick so that was a pretty surprise. I had a query and the customer service girl was absolutely hilarious I’ve laughed about it since; very quirky!

I’ve just had a really great experience with this brand because the customer service were so helpful and resolved my issue and I never leave reviews but I want to show my thanks to the team. My jewellery is so shiny and pretty and my dress is very beautifully made. Thank you so much I am now a life long customer.

The delivery was quick and I got email updates when delivery would happen which was good. The quality of the dress and the necklace is unreal…so so good. I am absolutely thrilled and I can’t wait to order more!

The team reached out to me as I had left my house number off my order so I was very happy they did so my package didn’t get lost!! This level of care and service was excellent. Ultimately I did return the dress as my boobs are absolutely massive breast feeding and I left it too late to get different one. I will be ordering again though as I am very impressed with the quality and the customer service!

The dress was gorgeous but just didn’t suit me as I’m too tall at 6ft so I had to return :( please do a tall range