Extremely poor customer service and unresolved refund
I placed my first order with Everlane UK for three items — two pairs of jeans (one of which was a sale item) and a pair of leather boots. The total order came to just over £300, which I paid using Klarna Pay Later as I had not ordered from this retailer before.The items arrived promptly, however I was disappointed with the quality. The leather boots looked and felt poor quality for the price, and the sizing of both pairs of jeans was inconsistent and unusual.I initiated a return through Everlane’s returns portal. At this point I discovered that the sale jeans were marked as non-returnable. This was not clearly highlighted to me at the point of purchase. As the items were purchased online (without the opportunity to inspect quality or fit beforehand), I returned all three items together and emailed Everlane explaining that I was returning the sale jeans as well due to quality and sizing concerns.Using Everlane’s return process, I sent the parcel back and have confirmation from the delivery company that Everlane accepted the return on 29 December 2025.Since then: • I have received no acknowledgement that my return was received. • I have received no refund. • None of my multiple emails to customer service have been answered. Mid February 2026, I was contacted by Klarna to say Everlane had rejected the return and requested full payment of £322. I am now having to raise a formal dispute via Klarna.What concerns me most is not simply the dispute over the sale item, but that the two full-price items (which were clearly eligible for return under their policy) have not been processed or refunded either. Everlane has not responded to me directly at any stage.I would have been willing to discuss the sale item separately and reach a reasonable solution. However, the complete lack of communication and failure to process the other returned items is unacceptable.Based on my experience, I cannot recommend ordering from Everlane UK.Update:Coincidentally, after posting my review Rachel from Everlane reached out to me and issued a full refund and requested that I update my review. I’m pleased to have my £322 back, however disappointed that it took me posting multiple reviews both on trust pilot and Everlanes own website to get any acknowledgement and response from the company. I still cannot recommend anyone to buy from Everlane.
Jane Nolan
Shape up everlane !!
I’ve purchased a lot from everlane over the years (Canada). But lately, sizing is hit or miss, quality is a mixed bag. My last order however, has not shipped or even processed in over 2 weeks. They’ve essentially thefted my my money. I’m going to reconsider ordering from everlane in future. If I can’t even trust them to fulfill or ship an order, what’s the point of shopping on their site ??!
Granola Queen
I had previously bought the original…
I had previously bought the original cheeky jean at a thrift store and loved it so much I bought another pair from the website, same size, same jean, different color. So disappointed in the second pair, the material quality feels so low and thin. It's really baggy through the thighs and butt (unlike the initial pair which is perfect). The cuffs are also wider which I don't like and don't reflect the pictures online. Overall really disappointed.
Maren
Awful customer service
They do not explain or make clear that there are no returns on sale items. They refused to accept a return and advised that I could resell it. The sizing was not correct and item did not fit. They did not answer my first email and you can only communicate through the chat it or an agent that sounds like the chatbot. It really is awful customer service.
Gloria Bosak
2025's cheeky jeans don't hold a candle to 2019's
I had a pair of Cheeky jeans that lasted me from 19-25 and it was one of my favorite trousers. When it ripped, I just bought another pair right away, and they got very stretched very quickly. I bought a pair of the Gardener pants at the same time, and these ones look great, so I was not sure if I got a defective pair, or the Cheeky jeans just changed the composition for the worse. Anyway, I'm happy to say Everlane refunded the purchase, and that I hope to have better luck with the jeans in the future.
Julia Boechat
Customer Service ultimately made things right
I purchased a $180 sweater that was defective and after trying multiple times to reach out to the company they finally responded and rectified the situation. I have changed my two stars to four stars. Thank you to the customer service rep, Rachel, who handled this for me!
Jennifer McCracken
ZERO STARS!
ZERO STARS!
Andy C
Ordered an item which was on sale
Ordered an item which was on sale, delivery to Ireland and while the delivery was a little slower than usual I got the item as described before Christmas. Size is perfect, quality is perfect. Would definitely buy again eventhough there are a lot of negative reviews.
Alan L
Ordered a sweater 3.5 weeks before…
Ordered a sweater 3.5 weeks before Christmas. It never arrived and each time I emailed them about it they told me it was arriving the next day, they would tell me they talked with the delivery company and that they promised it would arrive, this happened every single day, it would say misfiled, delayed , lost for 30 days it continued without resolution by the company who by the way charged me on day one that ordered it. This company has zero customer service and has no intention of making things right. We have had to dispute the charge for the item to get our money back. This company needs to be investigated for improper ethical business practices! Poorly run and a big scam
Pat Huhmann
Denied refund despite a mistake in their product listing at the time of purchase
I am really disappointed in the customer service from Everlane. I ordered 3 items, two were fantastic, but one was listed with the incorrect materials on their website. I’ve been actively trying to avoid clothes with plastics in, when it arrived I was surprised to find it contained nylon, cross checked it with the materials on the website to be sure and saw no mention of nylon, so I took a screenshot and contacted customer support. I would have happily kept the item if it didn’t contain plastic fabrics. Their customer support refused the refund, updated the copy on their site with the correct materials which is good for future customers but used the updated copy to tell me I hadn’t read the site properly. I sent the screenshot of how it was before they updated it, and told them they would be able to see it in their website edit history. My email was ignored and they said because it was final sale there was nothing they could do.Incredibly disappointed as I thought I was buying from a brand that markets itself as ethical, I was so excited to shop here again because I loved the other non plastic items I purchased but after this appalling service I can’t trust them with my money if they were to falsely advertise products on their website again in the future.
Nikki Hogg
Really Questionable Business Practices Here…WOW
Worst online shopping experience with delayed shipping and a sneaky charge. Delayed delivery which they blamed on UPS. However the UPS scan history shows UPS wasn’t given the package for 8 days since the label was made. Two emails and 2 chats with no resolution. Once my package arrived I noticed an unfamiliar charge for $60.63 for PackageProtect. I had not ordered this and had no idea what it was. The person in chat said “ PackageProtect steps once the package is deemed lost, where they provide an appropriate refund or replacement.” What?!?! I was refunded the $60.63, but never got an explanation why I was charged when I never purchase PackageProtect. If I hadn’t gone over my receipt, this mystery charge would have remained undetected. Because of the overcharge and delayed shipment (w/no communication in their end), I asked them to accept returns on two items that were FINAL SALE. They refused to take responsibility for any of these mistakes and said I could only receive a credit for FINAL SALE. The problem is I never want to shop with Everlane again. I made a large order of over 10 items, and just because I am so disgusted with their lack of transparency and customer service, I’ve decided to not try anything and return it all. Honestly THE WORST online shopping experience I have ever had. I am honestly shook because I was under the impression Everlane was a quality brand. But, they appear to be a company that has REAL SERIOUS internal issues based on my customer experience. Really questionable business practices here…wow.
Grace Koo
Everlane is a shipping nightmare
Just a disaster with shipping from this company - weeks after ordering and no movement on my order. Their Customer Service is useless and provides excuses or blames others. Best to order elsewhere.
kevin dixon
Deceitful company with slow CS…
Deceitful company with slow CS response!I ordered an item in early Nov, and still had not received it in mid-Dec. After multiple chasers, Everlane finally agreed to process a refund within 5 business days. After 5 business days, I still haven’t received any refund, and instead received a notification from PayPal (I used PayPal for payment) that Everlane proposed to refund a partial amount only instead of the full amount of the amount I paid. This is utterly unacceptable and deceitful! It has been a nightmare ordering from Everlane and I would recommend anyone who cherish their time and money stay away from such a poorly operated company with no integrity
K L
Wrong size
Wrong size . Then they give a code to buy others with a 70% discount to avoid shipping cost. To much messing as I can not be bothered with sending back ect..So my 27 pounds down drain.
Karl CCamacting
Worst company
Don’t prefer from this company. They charge $10.68 for onward package automatically wi to out asking you. Then to do a return they don’t tell you not to box it. Company sucks
Lourdes Cruz
Bad inventory managements - I just received 1 item from my order
Everlane cancelled all items from my order except for one. And then they ship this single item even though I have sent an email stating that I do not need that single item (a scarf) without the matching hat that they cancelled. They don't consult whether you still want the item while they cancelled all other items from your order. Now I have to pay for shipping for just a scarf that I don't want or need without the hat. This has happened before - they just cancel items from your order.
Danielle
They cancelled my order out of the blue…
They cancelled my order out of the blue three days after it was placed and was confirmed by them, without any reason. Most likely they just sold away the item to someone else which also shows that they don't treat every customer equally. Customer care is completely useless, and they give you only generic answers and useless codes with very less discounts. Very fishy and almost unethical behavior.
Ananya Parikh
Terrible and incompetent customer service
Everlane consistently has terrible and incompetent customer service. They perhaps read at a 4th grade reading level on average and don’t address issues, but instead provide canned responses that waste everyone’s time. It’s like they don’t even want to be helpful. For my most recent issue of not receiving my package, they have not responded in days, nor have they resolved my issue. It’s so disappointing - I wish they valued their customers. These repeated concerns combined with their rapidly declining quality and awful return policy of 30 days from shipment instead of 30 days from arrival means they have lost a longtime customer. Good riddance.
Sarah
The 20% off first time purchase can…
The 20% off first time purchase can only be used for full price items. That’s cheesy. I was expecting the discount regardless of whether they were having a sale. 20% off for my email address. That’s the deal. Only they got my email address but I didn’t get 20% off. Gross.
Kelly
Fast and Friendly
Fast, Friendly, and Efficient.
Ward Weaver
