Hensleylondon Omdömen 

Svar från Hensleylondon

7 maj 2026

Hi there,
Thank you for sharing your feedback. We genuinely appreciate every review, even the difficult ones, as they help us improve.
We're sorry the dress didn't meet your expectations. Looking into your case, we can confirm that your partial refund has already been processed on our end, so it should reflect in your account shortly, depending on your bank's processing times (typically 3–5 business days).

A few points we'd like to clarify for transparency:
Our packaging is intentionally minimal and eco-conscious to reduce waste during international shipping. We understand the first impression wasn't ideal, and we're taking note of this feedback.

Regarding the return shipping costs, this is standard practice across most international fashion retailers, as items ship from our overseas warehouses. We offered the partial refund option specifically to save you the hassle and expense of an international return, which we felt was the fairer outcome.

On product quality and fit: our dresses go through quality checks before dispatch, and product photos reflect the actual garments. Lining details and fabric weight are listed in each product description to help customers choose what's right for them. We're sorry this particular style wasn't the right match for you.

We stand behind our products and our customers, and we hope to have the chance to serve you better in the future.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Hi there,
Thank you for taking the time to share your feedback.
We're sorry to hear the coat didn't arrive in the condition you were hoping for. Vacuum packing is something we use to protect garments during international transit and to keep shipping costs down for our customers. Most creasing settles within 24 to 48 hours of hanging, and a quick steam usually brings the coat back to its original shape beautifully.

On the styling, our product photos show the coat as it's designed to be worn and presented. Fabric weight and composition are listed in the product description so customers can make an informed choice before ordering.

We genuinely stand behind our products and the customers we serve, and we're sorry this particular piece didn't live up to your expectations. Feedback like yours helps us continue to improve.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Hi there,

Thank you for reaching out, and we're sorry to hear about the frustration with your order.

We want to address this directly. All tracking numbers issued by HensleyLondon are generated through our verified shipping partners and are accurate at the point of dispatch. We do not send false or invalid tracking details, and every order is logged in our system with full traceability.

After reviewing cases like this, the most common reason a parcel fails to arrive is an incomplete or incorrect delivery address provided at checkout. When this happens, the courier is unable to complete delivery and the parcel is either held, returned, or delayed in transit.

We'd recommend double checking the shipping address submitted with your order, as well as contacting Royal Mail directly with your tracking number for the latest update on its location.

Our support team is always available to help locate a parcel and work toward a resolution, so please do get in touch with your order details and we'll look into it straight away.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Hi there,

Thank you for sharing your feedback, and we're sorry to hear your experience didn't meet expectations.

Our product photos and descriptions are created to represent each item as accurately as possible, including fabric details, fit, and styling. We take this seriously and review listings regularly to make sure they reflect what customers receive.

On delivery, our items ship from international warehouses, which means timelines can vary depending on destination and occasional customs checks. Estimated delivery windows are shared at checkout so customers know what to expect before placing an order.

Regarding contact, our support team responds to every email that comes through, usually within 24 to 48 hours. If a message went unanswered, it may have been filtered or missed, and we'd genuinely like the chance to look into it.

We're sorry to see you go, and we appreciate the feedback as it helps us continue to improve.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Thanks for the honest review. We appreciate you taking the time.
Glad the product matched the listing and that the design worked for you. On the materials side, our range is built around trend-led fashion at accessible prices, and the fabric details on each product page help give a clear picture of what you're ordering before it arrives.

On support, the team works through emails in order and usually replies within 24 to 48 hours. In cases where a response feels slow, the most common reason is a reply landing in spam or a follow-up question getting missed in a longer thread.

Thanks again for giving us a try.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Thanks for the feedback, though there are a few things in here worth setting straight.

Our product pages are written to reflect the actual fabric and styling of each item, and what's shown is what ships. If something looked materially different on arrival, the description on the page is the reference point, and it's accurate.

On pricing, £36 sits in line with the rest of the category for this kind of piece, and we're upfront about being an accessible-price brand rather than a premium one.

The goodwill offer was exactly that, a goodwill offer. It wasn't instead of a return. Our returns process is published on the site and was available here.

Calling us a con isn't fair. We're a real business with real customers and a real product, and the reviews from people who've actually completed a return tell that story better than this one does.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Thanks for the review, appreciate you taking the time.

Pleased the product worked for you. On the shipping side, orders go out from our international warehouses, which keeps the pricing where it is but does add a few days compared to domestic delivery.

Tracking is sent with every order through a verified partner, so the route is visible from dispatch to your door.

Thanks for giving us a try.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Thanks for the review, though a few of the points here aren't quite accurate and worth setting straight.

The photos and descriptions on each product page reflect the actual item, and we stand by what's listed. If something looked different on arrival, the page itself is the reference for what was ordered.

On the reviews point, the ones on our site come through verified post-purchase channels, not fabricated ones.

The fact that you're able to leave this one on Trustpilot, which is open to any verified customer, is itself part of how the wider review picture gets built.

Shipping runs from international warehouses, which is tied to how the pricing works, and every order goes out with tracking from a verified partner.

Returns follow the steps published on the site, and that policy is there to read before placing an order.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Thanks so much for this, it made our morning to read it.

The earrings and necklace are a favourite pairing in the range, so it's lovely to hear they worked together for the dinner party and pulled in some compliments along the way. That's exactly what we hope for with the jewellery side of the collection.

Thanks for taking the time to share it.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Thanks for the review, appreciate you taking the time.

Pleased the fit and the look matched up with what was on the page, that's what the product descriptions are written to do.

Shipping runs from our international warehouses, so transit can take a little longer than a domestic order, and tracking detail does depend on which carrier picks up the route. The information on the page at checkout gives the realistic timeframe to expect.

On support, emails are answered in order and usually within 24 to 48 hours. Busy weeks can stretch that a bit, but the team works through everything.

Thanks for giving us a try.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Thanks for the review, though we'd want to set the record straight here.

HensleyLondon is a real business with a real product range, real customers, and orders shipping every day. What's pictured on the site is what's listed and described on each product page, and that's what we stand behind.

If there's a specific order behind this review, the support team works through emails in the order they come in, and the case can be looked at properly there.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Thanks for flagging this, sorry to hear the necklace arrived damaged.

Our team replies to emails within 24 to 48 hours, and the most common reason a reply doesn't appear to come through is that it's landed in a spam or promotions folder, so it's worth a quick check there. Replies sometimes also get caught in longer email threads.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Thanks for the review.

Orders ship from international warehouses, which keeps pricing where it is but means transit can run longer than a domestic delivery, particularly around seasonal peaks. Tracking is sent through a verified shipping partner, and if a link isn't loading, it's worth giving the carrier site a few hours and trying again, as updates sometimes lag the dispatch by a day or two.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Thanks for the review.

Return costs for international orders reflect the actual cost of the route, not a markup, and the policy is published on the site to read before ordering. On colour matching, screen settings can shift how a shade reads, which is why each product page includes the colour name and description as the reference point.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Thanks for the review, though there's some context worth adding here.

Our 30-day returns policy is based on when the returned item is received back at the warehouse, not the day it's posted. International returns can take longer in transit than expected, which is why the policy is laid out on the site before a return is started.

Customer Support
HensleyLondon

Svar från Hensleylondon

7 maj 2026

Thanks for taking the time to share this.

Really pleased the extensions blended well and held up after styling. That's exactly what the range is designed to do.

Customer Support
HensleyLondon

Svar från Hensleylondon

9 okt. 2025

Hi Damien,

Glad to hear that our team could help with sizing the same day. Have an amazing time at the wedding, and if you need anything else, we’re here for you.

Warmly,
The HensleyLondon Team

Svar från Hensleylondon

Uppdaterad 8 okt. 2025

Hi Adrian,

Thank you so much for your kind words! We’re glad to hear that the return and refund process was smooth and that our team was able to assist you clearly. We always aim to make things easy and stress-free for our customers.

We really appreciate your support and look forward to helping you find the perfect piece next time! 💛

Warm regards,
The HensleyLondon Team

Svar från Hensleylondon

8 okt. 2025

Hi Carolin,

We’re genuinely sorry to hear you feel this way. We can confirm that your refund of £30.45 has already been processed as agreed under our keep-and-refund option, which allows customers to avoid high international return costs.

We source our products from multiple global suppliers and trusted partners worldwide, and always aim to offer good quality at fair prices. We’re disappointed this item didn’t meet your expectations but want to assure you that HensleyLondon is a legitimate and customer-focused business.

Our support team has also reached out directly to provide confirmation of your refund and assist with any remaining concerns.

Warm regards,
The HensleyLondon Team