Please do not order. I have had to pay £29 to return items. Due to not being able to Try things on I ordered different sizes and styles. So to return items cost me the price of a dress. I contacted customer services to be told basically tough it’s down to you. You would think a company like this would do a pre pay or even a standard charge for return ie £5 like other good companies. This is absolutely disgusting customer services and I am appalled at the way I have been dealt with.

So rude go elsewhere So rude. Paid nearly £8.00 for next day delivery. 3 days later parcel hasn't arrived. Can't chase it up because they turned their phones off so you can't contact them except by email and then surprise surprise they can't respond to emails as they have too many to deal with. Mostly complaints I suspect. This was intended as a leaving gift for a friend She left with no gift Will have to pay redirection costs if it ever arrives. Go elsewhere.

Refused to accept a return for a bag in original condition because I had bought another bag from them in sale instead!?!?!! Awful customer service

This is the first time I bought a Cath Kidston's handbag. I paid £125 for a blue leather backpack however the fastener inside the bag has broken only after 3 times of having used it! I contacted Cath Kidston's customer services and they sent me a long email to inform me that they would not give me a refund as I bought in a shop and not online. I offered to have it repaired and if they could reimburse it. They said no as they wanted the handbag back and I had to go to the post office to send it by special delivery. After that they could only send me a replacement or a gift card, not a refund! I am writing to Cath Kidston directly and let's see what she says.

I was shocked when my new bag and matching shawl arrived and had "made in China" on the inside labels, despite all the advertising and the outside stitched on label, which I removed, on the bag saying "Cath Kidston, London." I think this is very misleading and I will not be buying from Cath Kidston again. The items were ok at sale prices but were overpriced in the first place.

This company has very nice products, but they don't stand behind them. If you have a problem, you are out of luck. I ordered a mug that had a sharp protrusion of unfinished ceramic on the inside of the handle, right where your fingers grip it. Very uncomfortable to use, though certainly unlikely to break the skin. A lady at Cath Kidston asked me to send a photo of the defect (which I've never been asked by any other company when a defect has been found), then said, "Tough luck." She offered me a 10% discount on the purchase of one future mug. That's about $1 off. What a joke. The mug was part of a large order I had placed with them. They were willing to lose my customer loyalty over a $12 mug. Companies who deal in high quality merchandise usually have high quality customer service. LLBean, for instance, doesn't want any product of theirs in your possession that you look at with dissatisfaction -- because if you aren't happy with your LLBean purchase, you won't be back. Plenty of other companies (at least in the USA) also have this "customer satisfaction first" kind of policies -- such as Land's End and Nordstrom. Naturally, there are people out there who will take advantage of such generous refund or replacement policies dishonestly. So the company will experience small losses in this regard. But what they gain is enormous customer loyalty. I have been an LLBean customer for 30 years. With a family of 7, I do a lot of shopping. I like the way LLBean treats me, so I am loyal to them. I don't like the way Cath Kidston treated me, so I will not shop with them again. They have a "penny wise, pound foolish" mentality in which customer satisfaction rates extremely low. If you want Cath Kidston, look for it on eBay.

I bought a Cath Kidston bag for a present for my mother, only to take it home and find the security tag had been left on. I promptly called the store I bought it from to be told, as I lived 2 hours away from the nearest shop, I would have to send the bag through the post at my own expense to have them remove the tag and then send the bag back. I complained as this was at the fault of the showroom and not my own and even offered a suggestion of them sending out a stamped addressed envelope to me, that I could return the bag in. This option was never offered to me. The 'Customer Services' team have been thoroughly useless and have responded with countless useless email all saying the same thing. They have offered to cover the cost of me sending the bag back, this is however an inconvenience to me as I will not only have to buy the materials to pack the bag in, I will have to travel to and then wait in line at the post office and then fork out my own money to fix a problem I did not cause. For a company with such expensive products I would expect a higher level of customer service. No such luck. Also, they need to fix their tag detectors. Not happy and will definately not be buying from them again.

Ordered 17/12/12 for delivery to my local store,thinking as it was christmas this would be quicker !Recieved confirmation e-mail telling me that my order should be in store for 22/12/12 (ideal as this was a Christmas gift )but I would receive an email telling me when it was ready for collection.Never heard anymore !! been chasing my refund since beginning of January !If online shopping is the way forward CATH KIDSTON need to up their game Will never use them again.

Order placed on the 11th Dec. Arrived 4th January. Initial parcel evidently got lost in the post. By far worst postal service I have used. My email enquiries where not answered. A phone call just fobbed me off.....'give it more time' although the member of staff I spoke to was polite. Never again.

I ordered this item for a weekend away I said I need it by the Friday. It did not arrive and in fact it still has not arrived. I have called to ask how the item was delivered but the staff do not know if it sent by first or second class and I have been advised that there is no track and trace. Completely ridiculous. I am an avid internet shopper and I wish I had just got it from somewhere reliable such as John Lewis. It is my intention to cancel the order. I was so peeved by the slow delivery that I googled it and found that I am not alone and that slow delivery is the norm. My tip go to the shop if you can or seek an alternate distributor.

I ordered a handbag from Cath Kidston hoping that it would last me for years. Within 4 months of normal use the stitching attatching the handles was coming out and there were holes in the seam. I was told to pick a replacement on the website, as my bag was no longer available, and to send it back recorded. I did this, and I picked a bag that was of similar price, but it was a bit more expensive because mine was in the sale. Once they had recieved my bag I got a phonecall saying that when they had received the difference in price they would send my bag. I think this is ridiculous. They messed up by sending me a faulty bag which they cannot replace, they should stump up the difference. That would be good customer service, and I would take a chance on ordering from them again. But pay MORE money to possibly get another duff bag? No thank you Cath Kidston.

Website moved at a snail's pace when I ordered my items. It took fifteen minutes to order two things! Despite receiving an email indicating that they would "aim to deliver within 5 working days", there is still no sign of the items after eight. I was told by a sullen woman on the phone that "The terms and conditions of our delivery state it can take 14 working days when sales are on". Why not advertise this at point of order? Agree with all other reviewers. Service like this in the 21st century, when the Amazons of this world can deliver free within 3 working days, is unbelievable. Even the cottage industries on ebay manage better. Avoid!