Great range of products and the prices are brilliant. There is a bit of work to do on the delivery tracking and returns side of things. I've ordered a few times and the packages generally turn up befo... See more
Company replied
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
Happy with the choice of fashion items, great prices and sizes are usually available. However three stars because on the occasion when I’ve had to return an item I was disappointed with the cost of r... See more
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I absolutely love the prices but after ordering a skirt when it arrives was way to big . I double checked the size chart and it was correct I wonder why sizes are to big than original size advertised... See more
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Great products at attractive prices.......BUT Customer service is non existent No agents available for live chat 'Create a return' doesn't work No telephone number to call It is amazing that a c... See more
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2.9
Average
4k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
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From placing the order to receiving the…
From placing the order to receiving the item I was updated. The delivery was swift, with no delays. The item was what I ordered, spot on.
28 September 2026
Excellent service from placing the…
Excellent service from placing the order to delivery of goods
26 September 2026
Great prices, but no way to return anything
I ordered a pair of adidas SL 72s on 14 September. They arrived quickly but in the wrong size, so I ordered a replacement and asked to return the first pair. Easy enough, you’d think.
Because I’d checked out as a guest, the order never appeared in my account, so I couldn’t use the online returns option. I contacted customer service on 22 September. The virtual assistant replied with a link that took me to my new order instead of the original one. Since then I’ve chased five times over almost three weeks and haven’t heard from a single person.
I’m now stuck with shoes I can’t wear and £59.99 I can’t get back, and I’ve had to raise a dispute with my bank. The replacement pair is lovely, which makes it even more frustrating.
Otrium, if you’re reading this, all I need is a return label for order OUK-205206. Happy to update this review once it’s sorted.
22 September 2026
Unprompted review
Excellent AI service
Made a mistake with my order and customer service (with ai agent) was incredible. Never experienced ai like it. A bit scary actually!
15 September 2026
Virtual Assistant answering queries
Virtual Assistant answering queries, keeps asking to wait 14 days and unable to resolve, didn't receive my order nor the refund.
24 September 2026
Very Disappointing Customer Service
Very Disappointing Customer Service – Think Twice Before Ordering!
I placed an order with this website by accident and contacted customer service almost immediately to request a cancellation. Instead of helping me, they directed me to other places to contact them. Then, the next day, I received a reply saying that my order had already been dispatched and could not be cancelled.
Seriously, can anyone believe that an order can supposedly be dispatched within just five minutes? I contacted them straight away, yet they still refused to cancel my order and told me I would have to pay a £5.95 return fee.
This is absolutely ridiculous. I feel that my time and my request have not been taken seriously. Why should I have to pay a return fee when I tried to cancel almost immediately?
This has been a terrible shopping experience, and I deeply regret ordering from this website. I expected much better customer service. Instead, I have been left frustrated and disappointed.
A big mistake shopping here. I would think twice before ordering from this website again
8 October 2026
Unprompted review
Really good price
The website was easy to use, ordering was easy as well. My jacket came quickly and well packaged, and the price was almost half of else where.
17 September 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Will not buy again
Delivery took quite a while, quality of the coat was poor and it was not well packaged so very creased on arrival. Returned it the same day.
18 September 2026
Reply from Otrium
Hi Anne,
We’re sorry to hear that the delivery took longer than expected and that the coat arrived in poor condition. Our team always aims to pack orders carefully, but unfortunately, items can sometimes become creased or affected during transit.
We’ll take your comments into consideration to help us improve. If you need any further assistance, please feel free to contact us.
Kind regards,
The Otrium team
Excellent customer care.
Easy to order, got regular updates, prompt delivery and item exactly as described at the best price
19 September 2026
If I could give a minus score i would
If I could give a minus score i would. Bought small they shipped XL then said they dont have Small so dont reorder. I returned item and 2 weeks later still in transit no update. Apparently the return goes to warehouse in UK then from there it goes to Holland then to Belgium. Before they even assess the returned item. Disgraceful NEVER BUY FROM THIS SITE!!!
13 September 2026
Reply from Otrium
Hi Steven,
We’re very sorry for the mistake with your order. Receiving an XL instead of the size you ordered is not the quality we aim to provide you with.
In this case, you can of course return the item free of charge. We work with multiple warehouses for UK orders, which means returns can take a little longer than EU returns. We can confirm that your return has arrived in our Dutch warehouse on September 25th.
Once a return arrives at our warehouse, it can take up to 14 days to be processed and your refund issued. Having just checked our system, we can see that your refund was processed today. You should see the amount in your account within 3 working days.
Kind regards,
The Otrium team
Do you deliver to Ireland
Do you deliver to Ireland
I can’t reach out to anyone in you company
3 October 2026
Unprompted review
Reply from Otrium
Hi Suzanne,
Unfortunately, we currently don’t ship to Ireland. You can find more information about the countries we deliver to in our FAQ.
If you have any other questions, you can reach out to our team via the contact form available in our Help Centre. Our team will be happy to help.
Kind regards,
The Otrium team
Nightmare for returns
Shoes are fabulous. However, there is no easy way of contacting customer
service- need to look at returns to make it easier for customers to return items. I couldn’t even open the QR codes that had been automatically generated. Utter nightmare.
16 September 2026
Reply from Otrium
Hi Nina,
We’re sorry that the return process was not as smooth as expected and that you experienced issues with the QR codes.
Our team has shared a new return label with you and assisted you with the return. We hope everything now goes smoothly.
We remain available if you need any further assistance.
Kind regards,
The Otrium team
VIVEH
VIVEH
VINCA BLACK
1x
Hey
This actually doesn't match the photo, it's a completely different thing than the description!!!
2 October 2026
Unprompted review
Reply from Otrium
Hi,
We’re very sorry for this mistake. This is not the experience or quality we aim to provide, and we have escalated the issue internally so it can be looked into.
In this case, you can return the item free of charge by selecting the return reason “Wrong product received”.
If you need any further assistance, please feel free to contact us via the contact form available in our Help Centre. Our team will be happy to help.
Kind regards,
The Otrium team
Awful service shocking wait times
Awful service shocking wait times , ordered jacket and flip flops , waited 9 days for delivery? Items ordered was too big so wanted to return for replacement, they don't do this so will have to order replaced items , refund what a joke 26 days for a refund won't be ordering replacement items and won't use this company again I would advise not shopping here
1 October 2026
Unprompted review
Reply from Otrium
Hi Dave,
Thank you for sharing your review. We understand that the waiting time can be inconvenient, and we’re sorry that the process did not meet your expectations.
While we’re unable to offer direct exchanges, you can return the items and place a new order for the correct size. Once a return arrives at our warehouse, it can take up to 14 days for it to be processed and your refund to be issued.
We take your feedback into consideration and remain available if you need any further assistance.
Kind regards,
The Otrium team
Great price and speedy delivery
15 September 2026
I purchased a coat and have had very…
I purchased a coat and have had very poor responses in regards to trying to return this jacket. I am awaiting a reply for them to send me a returns label which has not yet arrived. Customer services admitted that the returns link was not on my email of order and so they have said they will send. Its not a simple process and is very time consuming awaiting responses. I am worried the return time will lapse whilst I am waiting for this returns label. Very poor on there part.
30 September 2026
Unprompted review
Reply from Otrium
Hi Sam,
We’re very sorry that there was an error with the return link and that this made the return process more difficult and time-consuming for you. We completely understand your frustration.
We requested some additional information from you via Trustpilot so we could look into your order, but unfortunately, we didn’t receive a response.
If you still need help with your return, please contact us again via the contact form available on our website. Our team will be happy to assist you further.
Kind regards,
The Otrium team
Not good!!!!
Not good!!!!!
No item and can’t track and can’t cancel.
If and when my item arrives there is now a returns fee.
No good
29 September 2026
Unprompted review
Reply from Otrium
Hi,
Thanks for your review, and I'm really sorry to hear that you haven't received your item yet and haven't been able to track it! We completely understand how frustrating that is.
We've asked you for some extra information via Trustpilot, so we can look into your order and help you as quickly as possible.
Kind regards,
Otrium
Leather jacket at a great price
Bought a few things and always been happy with prices and service just recently bought a Levi’s men’s leather jacket really pleased with it .You get notified on order progress all the way to delivery excellent
13 September 2026
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