Review Time
Ordered a couple of items on standard 2-3 day delivery but noticed after after 2 days that they had not been dispatched. Emailed customer services and Amy & Marie were straight onto it with a reply and more importantly located the order and sent it on upgraded delivery foc so I still recieved the shipment within the original delivery time.
I ordered a hoodie I had been wanting for a while as a Christmas gift for myself. When it arrived, the bag appeared to be opened and resealed with tape. Inside, the hoodie was clearly used, with worn material and frayed lettering. I reached out to the company to return it and request a replacement, but they only offered a 20% refund with no option for return or exchange. After following up, I was offered a 50% refund instead. Ultimately, I had to contact a third party to secure a full refund, and only after informing the company did they finally agree to a return and replacement. It’s unacceptable to send out a used item, and the customer service was terrible. I will not shop with this company again and would advise others to reconsider.
My daughter loves the clothing, but I am starting to lose patience with the service. I plan to find a better option after my next order. I ordered a top that was in stock along with a hoody and joggers on pre-order, but there was no delivery information provided. After numerous emails, they insisted the information was clear, prompting me to send proof otherwise. Eventually, they informed me of a later delivery date, but when that day passed with no updates, I learned the items wouldn’t arrive until December 24th. They offered a refund, but my daughter wants the items, so we will wait. I really want the in-stock item shipped separately, but they insist it will come with the others. It’s frustrating that delays on a few items prevent the in-stock ones from shipping. This is disappointing, especially since the clothes are lovely. There are no phone contacts available, and I can't escalate the issue.
I'm quite disappointed. I ordered an outfit for my daughter as a Christmas gift, and although it showed one item in stock and another on pre-order with a delivery date of December 13th or 15th, I received no updates. After reaching out, I learned both items are now on pre-order until December 19th. I've emailed multiple times requesting to cancel the order and get a refund, but their replies keep reiterating the pre-order status in template responses. They are always late to respond, leading me to suspect they might not be based locally. I will seek a chargeback through my bank. I wouldn't recommend this service and will have to find another gift for my daughter while I wait for my refund.
I reached out to customer services for assistance after mistakenly ordering an item. The support I received was exceptional—very professional yet personal. They promptly put my order on hold and offered me the choice to either keep it or cancel. I chose to cancel without any hassle. A big thank you to the team for making this process stress-free!
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Designed exclusively in the UK, KAIIA was born to inspire and deliver an elevated approach to fashion-forward street style for the modern, urban, cool-girl. With a laid back edge at the core, KAIIA THE LABEL is on a mission to make young women feel empowered through a curated wardrobe that provides wardrobe staples with a fearless edge and a subtle sexy aesthetic, no matter what shape or size. Elevation is our ethos. #WEAREKAIIASee more
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