Self-portrait Reviews

Awful experience trying to get a refund for items sent back. I had to chase them six times and kept repeating information including sending the email from them confirming they received the returned parcel and finally got a refund after calling them. Has put me off from buying from them again. Expensive items - you would expect good customer service.

If I could give a zero I would. Made a mistake and tried to send a dress back after 14 days. Explained circumstances, dress is still full price on the website but they wouldn’t even issue a credit note. Keep well away from this company!!!!!

I returned two items and received an email to confirm that both have been received by them. However, they would only refund one of the items, the cheaper one of course. No reply from email, WhatsApp, no one answering phone. Unbelievably terrible customer service with such a well known brand.

Appalling and non existent customer service. Very quick to take your money but all phone numbers either fail or go to vm. WhatsApp chat not helpful. Still waiting for communication on my missing refund.

This company has the most appalling and in my view borderline illegal returns protocol. I purchased a dress in store and went to return it within 14 days as the size wasn’t right. I was told that you can only exchange items bought in store but items bought online are fully refundable within this period ? An absolute scam and something that is not advertised clearly in store or communicated by staff. I’m so disappointed as the dress wasn’t even available in the correct size anymore. It’s absolutely the last time I’ll shop at self portrait.

I bought a dress and it's lovely. I really love it. It arrived on time, nicely packaged, and the dress is just what I wanted. I bought it on sale, and I bought it in the wrong size. The papers in the box detailing the order have a small disclaimer at the bottom that reads, "please kindly note, no exchanges accepted during sale seasons." No refunds? Sure. But no exchanges? That's wild. Especially since that was not stated anywhere on the purchasing page. I am now stuck with a dress in a size that taunts me, and customer service (phone or email) is a complete dead end. Not even an automated reply. Super bummer. I thought I'd found my new go-to dress company, and maybe I have, but I'll just buy through Nordstrom or some other conglomerate.

i ordered sale item, I recieved a wet + broken parcel
I emailed them to return, they asked me to send from Australia to london ( Its not my fault)
Then they accepted and sent to me the label of DHL but DHL never came on 25/11
I contacted them, they didn't reply email, no answer phone, when they replied they said, " why u didn't contact DHL to rebook" Then I contacted DHL to rebook, but DHL denied my parcel as in the parcel I received doesn't have invoice ( I received broken parcel without invoice) SO now I can't return, Cant contact them as they never answered me, It's really hard for customer like me as they don't want to help, this company is really bad, pls don't buy any product from them other U will get into my situation. It's really bad, and headage believe me

Be careful and NEVER EVER buy anything from them during sale or not.
I made a purchase of 1 dress for 200 euros and was charged 20 euros delivery! Its a lot yet I went a head with the purchase.
A few days later, I received an email that due to an error in the system Self portrait sold items that were not in stuck and I will be refunded.
Somehow they didn't refund the 20 euros....just thinking how many 20 euros they kept for deliveries they never made. What a shame!!!! I emailed them , twice , asking to be paid back the money but never heard from them.
Sorry, but this is a scam !!! Be aware, don't be tempted and stay away as far as possible!!!!! From self portrait!

My first time shopping with Self Portrait. I was drawn by the allure of supposed “high quality” pieces. But in hindsight only the price tag is luxurious.
I purchased a skirt and top at an eye watering price of £450 in total. Order arrived in good time and was packaged well. However that’s where the positivity ends I’m afraid.
I swiftly returned the £200 top as it really didn’t scream quality for the price.
I loved the skirt and wore it too a wedding. On the day after wear I noticed bobbling on the rear and some others small patches too. The skirt was worn to a lovely day time occasion and not pulled or torn. I was loathed to complain but thought at the very least they would take a look at the item. I sent them an isolated image of the area I was unhappy with only to be asked if I’d washed the item… like I was THAT stupid. I replied no. I was then advised it MUST have been damaged as the materials are high quality. Ridiculous and abysmal customer service.
Would strongly recommend avoiding this brand.

I have a family wedding coming up and I ordered a very expensive dress from Self-Portrait. The dress arrived on time, well-packed, but the quaility of workmanship was shockingly bad on the embroidered shawl collar which was unevenly cut, shredding and also had tiny tears. After sending photos to customer service they were immediately helpful and couldn't have been nicer. They arranged to pick it up and return it at their expense, and when they examined it apologized for it reaching me in that condition and refunded my money in full. I'm sorry the dress didn't work out. If they could only make the same changes in quality control as they did in customer service, I think they'd have a bright future.

Please be careful with this company which purports to be high end. I returned 2 items to them from the same order in the same parcel. They have only refunded me for one however. When I contacted them to enquire about this, I received neither a reply or acknowledgement. Considering the items are quite expensive, this is quite alarming. I am hoping the company are just overwhelmed due to it being sale season, but it does seem like customer service is not a priority. They will scare off customers from shopping with them again if they keep this up. Not a good business model.

Appalling customer service! Lies on website. It toke 10 days from order to delivery. Packaging is shocking. I’ve returned both dresses. And now two weeks later, they still haven’t confirmed that they have received it. They aren’t responding on the emails, saying refund will take up to 5 working days. They don’t check the what’s up and the phone line is not working. So I’m guessing I’m going to put the claim through my bank I’ve paid with.
Shocking service, you would not experience it from “luxury brand”.

I’m horrified with how appalling the customer service is with Self Portrait online- I bought 7 items online 3 weeks ago and I have yet to have it delivered to me! They are so cheeky and just print the label but not send the items!! I’m horrified!! The events I bought these items for happened 2 days ago! I thought planning it 3 weeks in advance is enough. Don’t ever buy from them, quality has gone down (I own a lot of dresses from there and quality went down year on year) now the customer service is non existent!!! They provided a response (I kid you not) 2 weeks after my purchase date, “we aim to send this out to you in DAYS”!!!!! Beware, be very aware!!

0 stars if I could! Horrendous service. I have been waiting almost three weeks for my order, the customer service is a joke and just so embarrassing for a brand that supposedly sells semi-luxury dresses. I know lots more people are experiencing the same thing as I am, just check their Instagram! I shouldn’t have bothered with buying these dresses.