I cannot fault the service I received. Easy ordering and quick delivery, the beautiful skirt I purchased is of the most fantastic quality and fits like a dream. Would buy again 👏🏼
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
I had to find that my returns were NOT refunded over a month after returning them. I contacted the company only to get a brief apology. Be careful with your returns check they have refunded you. Other... See more
8theryrs cardigan ordered17th march Returned same day - too small! No relatives - housebound- dependent on line for food/ clothing/sundries Thankfully compus mentus!! No refund so far -- s... See more
Company replied
I can't get enough of Kitri - the prints, cuts and fabrics excite me every season. I have bought many things over the years and have never experienced any of the issues raised in other reviews. It... See more
Company replied
Company details
Written by the company
Hi there! We’re KITRI, an independent fashion brand by a small team of creatives in London. Founded in 2017 by Haeni Kim, KITRI was borne from the frustration of not being able to find hard-working, well-made hero pieces that didn’t break the bank. A digitally focused direct-to-consumer brand, we produce all our styles in strictly limited quantities offering a fresh fashion collection every month without overproducing and contributing to waste. Plus, our limited quantities ensure you won’t bump into the same outfit on the street. Win, win!
Contact info
Unit 34A Regent Studios, 8 Andrews Road, E8 4QN, London, United Kingdom
- help@kitristudio.com
- kitristudio.com
3.0
Average
99 reviews
Replied to 53% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent quality!
I always go to Kitri when looking for something a little bit different! Kitri never disappoints they have styles that work on different body shapes and wearing Kitri always makes you feel special.
Whenever I am wearing Kitri I always get the best compliments!
I would highly recommend for good quality and unique brand!!
25 March 2024
Unprompted review
Reply from KITRI Studio
Dear Laura,
Thank you so much for your kind words. We're absolutely delighted to hear that KITRI is your go-to for something a little different and that our pieces make you feel special — that’s exactly what we hope for.
It means the world to know you're receiving so many compliments and loving the quality and fit. Thank you for your support and recommendation, we can't wait to welcome you back again soon.
Warm wishes,
The KITRI Team
I can't get enough of Kitri
I can't get enough of Kitri - the prints, cuts and fabrics excite me every season. I have bought many things over the years and have never experienced any of the issues raised in other reviews.
It's a fabulous brand and so much better than anything else you will find on the high street. The fits are flattering, fun and whenever I wear it I get so many compliments.
5 March 2024
Unprompted review
Reply from KITRI Studio
Dear Aimee,
Thank you so much for your wonderful review. We're absolutely thrilled to hear how much you love our prints, cuts and fabrics season after season.
It means so much to us that you've been a long-time customer and continue to enjoy the fit, feel and compliments that come with wearing KITRI. Your support truly means the world and we can’t wait to share more with you in the seasons ahead.
Warm wishes,
The KITRI Team
Bought a lovely dress to wear to a…
Bought a lovely dress to wear to a wedding, fab quality and washes well. Delivery was prompt. Will repurchase from Kitri again.
2 April 2024
Unprompted review
Reply from KITRI Studio
Dear Ailsa,
Thank you so much for your kind review. We're so glad to hear you loved your dress for the wedding and that it’s held up beautifully.
It’s great to know delivery was prompt and that you’d choose to shop with us again. We look forward to welcoming you back soon.
Warm wishes,
The KITRI Team
Good quality dresses in fab material / designs
Love going to Kitri for my birthday outfits every year. Good quality dresses in fab material / designs that make them feel extra special. Don't often leave reviews but thought this one was too good not to mention.
14 March 2024
Unprompted review
Reply from KITRI Studio
Thank you so much for your lovely review. We're truly honoured to be part of your birthday celebrations year after year - that means so much to us.
It’s wonderful to hear that our dresses help make your day feel extra special, and we really appreciate you taking the time to share your kind words.
We can’t wait to help you find your next birthday outfit.
Warm wishes,
The KITRI Team
Unfair fee for returns
As with the review below, I didn't appreciate that Kitri insisted on a return fee. I had ordered one dress in my usual size but it was far too short (I'm 5ft 7 - not that tall), so I had to size up which I then will be getting tailored to fit better. I'm always wanting to support small businesses, but to levy a return fee when the customer has been forced to order 2 sizes (on top of the customer paying for shipping) when they don't have a standalone store does seem unfair. They also don't have enough info on the website on the fit to help alleviate this issue.
7 February 2024
Unprompted review
Reply from KITRI Studio
Dear Sophia,
Thank you for taking the time to share your feedback. We're really sorry to hear that the fit of the dress wasn’t quite right and that this led to extra cost and inconvenience. We completely understand your frustration.
As a small business, we do charge a return fee to help cover part of the cost of processing returns. However, we appreciate that this can feel unfair, especially when sizing doesn’t meet expectations. Your feedback on fit guidance is really helpful and we’re actively working on improving the information we provide on our product pages to make sizing clearer and more accurate.
We’re truly grateful for your support and for giving us a try. We hope we’ll have the opportunity to offer you a smoother experience in future.
Warm wishes,
The KITRI Team
Avoid if you need to send an item back
Ordered a dress which was lovely but not suitable to I sent it back. Waited well over the 14 days as stipulated on their website to receive a refund. No refund, so I emailed them. They did reply to apologise and then processed my return ( basically no one bothered to action until I chased them up) given its a small based company and I doubt they have 100’s of returns this is very poor. After finally receiving my refund , I chased up why £5.95 was deducted as it stated on their website there was a return fee of £3 ,only to be told that a further £2.95 was deducted to cover the cost of me returning the item.There was no mention of that and in my eyes that’s the same thing no? Absolutely crazy. They seem to do anything to keep your money one way or another. Do not bother with this company.
6 February 2024
Unprompted review
Reply from KITRI Studio
Dear Louise,
Thank you for taking the time to share your feedback. We're really sorry for the delay in processing your refund and that you felt let down by the experience.
Your return should have been actioned much sooner and we apologise that it took your follow-up to get this resolved. We understand how frustrating that must have been and are reviewing how we can improve both the speed and communication around returns.
Regarding the return fee, we charge £3 for processing and an additional £2.95 for the return shipping label if it’s generated through our portal. These costs are outlined during the return process, but we take your feedback on board and will look at how we can make this clearer going forward.
We’re sorry to have lost your trust and appreciate you sharing your experience so we can do better.
Warm wishes,
The KITRI Team
Ordered two coats
Ordered two coats, same coat but two different sizes, returned the unsuitable size. It has been 10 days since they recived the returned coat and still I've had no refund. Avoid at all costs.
15 January 2024
Unprompted review
Reply from KITRI Studio
Dear Sara,
Thank you for your review. We're really sorry that your refund has not yet been processed and completely understand how frustrating this must be.
We aim to process all returns within 14 working days of receiving them, but if yours has been with us for over 10 days with no update, that’s something we should have addressed sooner.
We appreciate you bringing this to our attention and apologise for the inconvenience caused.
Warm wishes,
The KITRI Team
Paid for the item and express delivery…
Paid for the item and express delivery - item did not show until third day when I was at work. Tracking number and post code are ‘unvalid’ - DPD are appalling at postage. Trying to get a refund from very unhelpful staff. I only live in South East London and they’re based in Hackney! Appalled
26 July 2023
Unprompted review
Reply from KITRI Studio
Dear Felicity,
Thank you for your review. We're really sorry that your express delivery arrived later than expected and understand how frustrating that must have been, especially when tracking information was unclear.
We’ve looked into this and can confirm that the delay was due to an error on DPD’s side. While your parcel was delivered, we completely understand your disappointment and apologise that the delivery experience didn’t reflect the level of service we aim to provide. Our head office is based in hackney but our warehouses are located in northern parts of the UK.
We’re also sorry that you haven’t felt supported during the process. Your feedback has been shared with both our team and DPD so we can continue working to improve the service and communication moving forward.
Thank you again for bringing this to our attention.
Warm wishes,
The KITRI Team
Awful experience and no refund
Awful experience.
Poor dress
Custom fees
Over rated price but the worst is I never get my money back.
My parcel is somewhere I did the process by the menu but I got ne refund from more than a month and a half.
For me it’s a scam. Because if you can’t insure the process between countrys to be safe don’t sell out of UK. I miss my 180 euros.
9 May 2023
Unprompted review
Reply from KITRI Studio
Dear Julie,
Thank you for your review. We're really sorry to hear about your experience and how disappointed you’ve been - especially in not receiving your refund after returning your parcel.
We understand how upsetting it is to feel out of pocket, and after reviewing your case the item was stuck in customs which was something we were unable to control. With this being said we should have communicated to you better, we are very sorry for the stress and inconvenience caused.
We never want any customer to feel let down by their experience, and your feedback has been shared with our team so we can investigate and make things right.
Warm wishes,
The KITRI Team
Where is my refund?
I shop with Kitri quite a bit and have never received a refund without having to chase up weeks and weeks later. This is really shoddy for a brand of this size and I'd expect better. As a consumer I don't want to have to go out of my way to get the refund I'm owed. Please figure it out Kitri.
27 April 2023
Unprompted review
Reply from KITRI Studio
Dear Kirsten,
Thank you for taking the time to share your feedback. We're really sorry to hear that you've had to chase your refunds on multiple occasions we completely understand how frustrating and disappointing that must be, especially as a loyal customer.
This is not the experience we want for anyone shopping with us, and your feedback has been shared with our operations team as part of a wider review to improve the speed and consistency of our refund process.
We truly appreciate your continued support and patience, and we’re committed to getting this right moving forward.
Warm wishes,
The KITRI Team
Ordered a dress for my wife customer…
Ordered a dress for my wife customer service were helpful choosing her size. Small issue with delivery and Royal Mail strikes however, everything arrived on time for Christmas.
9 December 2022
Unprompted review
Reply from KITRI Studio
Dear Mike,
Thank you so much for your kind review. We're so pleased to hear that our team were able to help with sizing and that your order arrived in time for Christmas, despite the delivery challenges.
We hope your wife loved the dress and really appreciate you choosing KITRI for such a special gift.
Warm wishes,
The KITRI Team
I paid over €100 for my order and have…
I paid over €100 for my order and have heard absolutely nothing on its whereabouts. I have emailed twice and they have ignored me even though they promise to get back within 1-2 business days. So so disappointed I would avoid this site at all costs. I feel like I have been robbed. Customer service is non existent.
21 October 2022
Unprompted review
Reply from KITRI Studio
Thank you for your review. We're really sorry to hear that you haven’t received an update on your order and that your emails have gone unanswered. This is not the level of service we aim to provide and we completely understand your frustration.
We can see your case was resolved but will be using this to ensure it doesn't happen in the future.
Warm wishes,
The KITRI Team
Very poor customer service
At the beginning of September, I ordered a Kitri dress for a wedding I was attending in early October. Two weeks after ordering, I still hadn't heard anything about the delivery (normal as they said there would be a slight delay as moving warehouse). It turned out that my parcel had actually been out for delivery since early September but I hadn't been informed of any issues. It is now over a month since I ordered the dress, it has still not been delivered and I today received notification that it is out for delivery in the wrong part of the country. I'm not unreasonable, I know these things happen, but I have had to chase Kitri every time for any help on the issue by phone (apparently this phone is out of action due to Covid- in which case they should really remove from the website), by email, (where I received one short and very unhelpful reply) and finally through Instagram where I did receive some feedback but no follow through or update on the status of my parcel or alternative options for me. It's a shame as I was a big fan of the brand but I'm really disappointed in the customer service, as I think this could have been resolved with any attempt at communication on their part.
5 October 2022
Unprompted review
Reply from KITRI Studio
Dear Lucy,
Thank you for taking the time to share your experience. We're really sorry to hear about the issues with your delivery and the lack of clear communication throughout the process.
We completely understand how frustrating it must have been to order a dress for a special occasion, only to be left without updates and having to chase us across multiple channels. This is far from the experience we want to offer and we’re genuinely sorry for the stress and inconvenience it caused.
The warehouse move unfortunately caused some disruption, but that does not excuse the lack of follow-through or clarity you received. We’re reviewing your case internally to understand what went wrong and how we can prevent this from happening again. We’ve also taken note of your feedback regarding our phone line listing and are updating this information.
Thank you for your honest feedback and for being a supporter of the brand. We’re very sorry that we’ve let you down on this occasion and truly hope we can regain your trust in the future.
Warm wishes,
The KITRI Team
Company is a joke
Company is a joke - they take your money, fail to deliver your items, and don’t reply to your emails or your Instagram DMs asking for assistance. Avoid at all costs, a total scam in my experience.
30 September 2022
Unprompted review
Reply from KITRI Studio
Dear Megan,
Thank you for your review. We're really sorry to hear about your experience and how let down you’ve felt - especially in not receiving your order or a timely response.
This is not the level of service we aim to provide and we understand how upsetting it must be to feel ignored.
We’re very sorry for the inconvenience and frustration caused and are reviewing our whole practices to ensure this doesn't happen again.
Warm wishes,
The KITRI Team
Such a rip off
I just bought a KITRI dress that was on sale for $132 AUD and the RRP was $330 AUD. It arrived and the material was soo scratchy so I looked at the label and it was 95% polyester. How the hell is this brand able to sell these garments for over $100? That's absurd.
Returning ASAP for a full refund.
28 September 2022
Unprompted review
Reply from KITRI Studio
Dear Gia,
Thank you for your review. We're sorry to hear that the fabric of your dress didn’t meet your expectations and completely understand your disappointment.
We always aim to be transparent about our materials, and full fabric composition is clearly listed on each product page prior to purchase. While we carefully select fabrics to suit each garment’s design and structure, we understand that personal preferences can vary and we're sorry this piece wasn’t right for you.
We’re glad to hear you’ve arranged your return and appreciate your feedback, which has been shared with our team.
Warm wishes,
The KITRI Team
Great quality and Service
I bought 2 beautiful jumpers from them recently. Such amazing quality and stand out design - and they're machine washable!! Great delivery service.
6 April 2022
Unprompted review
Reply from KITRI Studio
Thank you so much for your lovely review. We're thrilled to hear you're loving your jumpers and that the quality, design and practicality have all impressed you.
It's great to know delivery was smooth too. We really appreciate your support and hope to see you again soon.
Warm wishes,
The KITRI Team
I purchased a dress online
I purchased a dress online. It was delivered within a few days. It was exactly as featured online. However , I returned the dress as it was not appropriate for the occasion I purchased it for. I returned the dress and the refund was processed almost immediately.
25 February 2022
Unprompted review
Reply from KITRI Studio
Thank you so much for your kind review. We're glad to hear your order arrived quickly and that the dress was just as expected, even if it wasn’t quite right for the occasion.
It's great to know the return and refund process went smoothly. We really appreciate you taking the time to share your experience and hope to welcome you back again soon.
Warm wishes,
The KITRI Team
Avoid!!!
Avoid! Take your money and don’t reply to emails. No customer service! I’ve emailed 3
Times asking to cancel my forward order and have a refund. No reply. No refund.
8 January 2022
Unprompted review
Reply from KITRI Studio
Thank you for your review. We're really sorry to hear that you've been trying to get in touch without a response and completely understand your frustration.
This is not the experience we want for our customers. We also apologise for the delay in communication and are taking steps to improve our response times.
Warm wishes,
The KITRI Team
My all-time favorite brand
I simply adore KITRI. I have bought so many dresses from them and they feel and fit great. I do not have a perfect body but i know that wearing something from them will always make me feel confident.
31 August 2021
Unprompted review
Reply from KITRI Studio
Thank you so much for your beautiful review. It means the world to us to hear that KITRI dresses make you feel confident and that you’ve found styles you truly love.
We're so grateful for your continued support and can't wait to help you find your next favourite piece.
Warm wishes,
The KITRI Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.