I ordered 3 dresses from rare London, the parcel arrived and had not been sealed correctly, with only one item inside. When I emailed the courier evidence of the opened bag and requested two additio... See more
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Shipping to the US quicker than expected! I ordered 2 dresses for an upcoming fall wedding. One dress fit well through main body, but straps were unfortunately too long (Brown Burnout Maxi Corset Dres... See more
Company replied
The dresses are amazing quality but sadly the maxi are designed for very tall people. However, I had to pay £6.50 to return the item using the linked returns with Royal Mail return label generator... See more
Company replied
First time ordering from this company. Fast delivery.Dress is beautiful. Excellent quality and very flattering. I’d say it’s made on the larger side (not a criticism btw just a wee pointer incase anyo... See more
Company replied
Company details
About Rare London
Written by the company
We are Rare London.
A design-led womenswear brand that is dedicated to bringing affordable luxury garments to our customers and stockists. Rare in name, Rare by Design. Our dedicated in-house design team curates quality garments from heritage styles to statement-trend pieces. We continue to be ahead of the curve to bring our customers and stockists the latest style and standout bestsellers.
Established in 2002, our brand is known for its quality occasionwear and partywear. We are here to cater to the bold with products that stand out from the crowd, like our customers, we are always here to make a statement with feminine silhouettes and bold style. We are here to empower - making all of our customers look and feel they're most confident.
For our latest looks and inspiration follow us @officialrarelondon on Instagram #STYLETHATSRARE
Designed to be Rare, Styled to be statement!
Contact info
Unit 2, Century Buildings, Brunswick Business Park, Tower Street, L3 4BJ, Liverpool, United Kingdom
- customer.service@rarefashion.co.uk
- rarelondon.com
3.1
Average
557 reviews
Replied to 92% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Items not received
I ordered 3 dresses from rare London, the parcel arrived and had not been sealed correctly, with only one item inside.
When I emailed the courier evidence of the opened bag and requested two additional items, they informed they could help and then sent another email advising they had reviewed the courier image and said it appeared full and refused to refund the cost. The courier image was obviously misleading and I have absolutely no leg to stand on to prove otherwise. Now I am £200 out of pocket. For a seemingly luxury brand, this is extremely poor customer, do not buy.
1 April 2026
Unprompted review
DO NOT buy from this company
DO NOT buy from this company. Bought the champagne fringe dress which was faulty and made really badly at the front. Fringe didn’t hang properly and was gappy. Sent an email to them with photos asking for them to pay for the return and got a bullshit response about shaking it slightly. Terrible customer service and returns policy considering it’s supposed to be a premium brand!! Absolutely fuming. Please avoid at your peril!
UPDATE….was contacted again after this review and still wouldn’t pay for return. After receiving my return they then tried to deduct more postage after I’d already paid dpd to return! Doubly horrendous!
30 March 2026
Unprompted review
Reply from Rare London
Hi Christina,
Thank you for your feedback. We’re really sorry to hear how disappointed you are — especially as this dress is designed to have a full, even fringe effect across the bodice, so we completely understand your concerns. While the fringe is delicate and can sometimes need loosening after transit, it shouldn’t appear uneven or gappy when worn. Based on your feedback, we’d like to review this again more carefully. We will contact you directly. We appreciate you bringing this to our attention and would really like the chance to put things right.
Kind regards,
Erin
Don’t let them take advantage of you!
Ordered a dress online that was on their sale, didn’t fit and went to return it. Saw in the paperwork that their return policy on sale items is that they only offer store credit for these returns.
This is illegal. Regardless of whether an item is sold at full price or not, when bought online and returned within 14 days of the delivery being received customers are entitled to a full refund. I will be following this up.
Do not accept their terms and conditions on sale items as it is not legal and they are relying on customers not making a fuss.
Also rare London- since your comments show that you don’t know how to make your fake policy more apparent to customers, you could put it in the transaction window - or better yet adhere to trading standards.
17 March 2026
Unprompted review
Reply from Rare London
Hi Kat,
Thank you for your feedback—we’re sorry to hear the item didn’t fit as expected. We’d like to clarify that our returns policy for sale items, including the provision of store credit rather than a refund, is clearly visible to customers prior to purchase on our website, as well as within the order documentation. We do understand your concerns and are reviewing how we present this information to ensure it remains as clear as possible throughout the shopping experience.
Kind regards
Erin
terrible
I just replied to the email that ended up in your spam folder. The package has been returned to you, so I'm very sorry to ask for an immediate refund, as it has caused me inconvenience.
19 February 2026
Unprompted review
Reply from Rare London
Hi Antonella,
We have resolved this issue for you. We're very sorry for the trouble, and we hope to see you again soon!
Kind regards
Erin
Great service
Fast delivery. I ordered two dresses.
Kept one and sent the other one back with no problem.
Will definitely order from them again.
27 January 2026
Reply from Rare London
Hi Victoria,
Thank you so much for your lovely review! We’re thrilled to hear that you had a greta experience shopping with us. It means a lot to us that you are happy with your order. We hope you enjoy wearing it and look forward to welcoming you back again soon!
Kind regards,
Erin
The perfect occasion dress
Gorgeous dress and fits perfect.
The material is fabulous and extremely comfortable.
26 January 2026
Reply from Rare London
Hi Lorraine,
Thank you so much for your lovely review! We’re thrilled to hear that the dress fit you perfectly and that you loved the material and comfort. It means a lot to us that it was the perfect choice for your occasion. We hope you enjoy wearing it and look forward to welcoming you back again soon!
Kind regards
Erin
Amazing customer service!
Amazing customer service! Will definitely be ordering again!
5 January 2026
Unprompted review
Reply from Rare London
Hi Gurivine,
Thank you so much for your kind words — we’re delighted to hear you had such a positive experience with our customer service. Your support truly means a lot to us, and we look forward to welcoming you back again soon!
Kind regards
Erin
Great clothes
Fab website, fast delivery, lovely top; which sadly didn’t fit, very simple returns process.
Would definitely buy from Rare again.
29 December 2025
Reply from Rare London
Hi Dawn,
Thank you so much for your lovely feedback — we’re really pleased to hear you had a great experience with our website, delivery, and returns process, even though the fit wasn’t quite right this time. We truly appreciate your support and look forward to welcoming you back to Rare again soon.
Kind regards
Erin
Terrible quality and terrible customer service
I bought a dress for a wedding. It was £95 so not a cheap purchase. I went out of my way to pay attention to the washing instructions as the garment felt quite delicate. I hand washed it in cold water and the dye started running off it. Not only has the colour of the dress faded but it has also marked other parts of the dress. I notified the customer service team but only received a patronising response and no offer for a refund, exchange or credit note.
2 January 2026
Unprompted review
Reply from Rare London
Hi Stephanie,
Thank you for your feedback, and we’re genuinely sorry for the disappointment caused. If a garment is washed in line with the care instructions and experiences dye transfer, this is something we would want to review as a potential quality issue. We have since reached out directly to you via email to request images so the matter can be reviewed by our quality team, and we hope to resolve this as soon as possible. Your feedback is important to us and helps us improve both our products and customer service.
Kind regards
Erin
I love my new dress
I love my new dress! 5 stars but only feedback is 2 weeks is too short a turnaround for a refund for an online store, please reconsider your policy
24 November 2025
Reply from Rare London
Hi Laura,
Thank you so much for your 5-star review! We’re delighted to hear you love your new dress. We also really appreciate your feedback regarding our 2-week refund window. Customer experience is important to us, and we’ll be reviewing this policy to see how we can make returns more convenient for our online shoppers. If you ever need assistance or have further suggestions, our team is always here to help. Thanks again for choosing us!
Kind regards
Erin
THERE DRESSES ARENT CHEAP BUT THEY SURE…
THERE DRESSES ARENT CHEAP BUT THEY SURE ARE. WISH I RESEARCHED A BIT BEFORE ORDERING.
big mistake.
- sale items store credit only - that info is only available when you try to return the item.
- expensive return.
- the colour of the dress was completely off from what was advertised. (not what I expect from a 90 quid dress)
lesson learnt.!!!!!!!
25 November 2025
Unprompted review
Reply from Rare London
Hi Anju,
Thank you for taking the time to share your experience. We’re really sorry to hear that your order didn’t meet your expectations, and we completely understand how frustrating that must have been. We appreciate your feedback regarding the sale items, returns, and colour discrepancy—it’s really important for us to know so we can improve both our product descriptions and our return process. We hope to see you again in the future.
Best regards,
Erin
The dresses are amazing quality but…
The dresses are amazing quality but sadly the maxi are designed for very tall people.
However, I had to pay £6.50 to return the item using the linked returns with Royal Mail return label generator that they use.
I also waited 9 working days for my refund from when they received the returned item to the warehouse.
25 October 2025
Unprompted review
Reply from Rare London
Hi Angela,
Thank you for taking the time to share your feedback. We’re delighted to hear that you loved the quality of our dresses! We’re sorry that the maxi dresses didn’t fit as expected and for any inconvenience caused by the return process. Your feedback will help us improve the shopping experience for everyone. Thank you again for your review, and we hope to welcome you back soon!
Best regards,
Erin
Really disappointed ordered a short off…
Really disappointed ordered a short off the shoulder dress, what I got was a long dress with laced neck and long sleeves with buttons all the way down .
It’s taken 2 weeks to sort this out and I still have not had a response from them , no apology no nothing , still chasing refund .
I will never buy again and do not recommend.
5 November 2025
Unprompted review
Reply from Rare London
Hi Canan,
We’re very sorry to hear about your experience and completely understand your frustration. This is not the level of service we aim to provide. Please accept our sincere apologies for the mix-up with your order and the delay in resolving it. To ensure this is sorted as quickly as possible, please contact us at customer.service@rarefashion.co.uk and we will get back to you as quickly as possible. Thank you for your patience, and again, we sincerely apologise for the inconvenience caused.
Kindest regards,
Erin
Avoid at all costs
Ordered a selection of dresses from Rare London back in the summer. Some of them were sale items and it was NOT AT ALL APPARENT that refunds would only be eligible for store credit. So that left me with over £100 worth of clothes I did not want that I had to get a store credit voucher for. Seems a very bizarre sales method to me because how does that incentivise people to buy sale items when it could be money down the drain if you dont like it. I suppose they will keep scamming people until they go into administration, which i really hope happens. Not only are their dresses wildly overpriced they also hardly ever get new stock so I cant spend the stupid voucher I had to settle for either. Oh & a £6.95 refund fee. Good luck Rare London
1 August 2025
Unprompted review
Reply from Rare London
Hi Cath,
We’re really sorry to hear about your experience and completely understand your frustration. Our aim is to make sure every customer feels confident when shopping with us. Our sale items are eligible for store credit rather than refunds, and this information is displayed in our Returns Policy , Product pages and Return portal. We’re currently reviewing how we communicate this to make it clearer in the future. The £6.95 return fee is a single flat rate that covers both Royal Mail tracked return label and the handling of your return.
Thank you for taking the time to share your feedback it helps us improve our service.
Kind regards,
Erin
Returns are extortionate!!
I was really excited to find this company with a really cool selection of dresses that were a little different from other places I've looked.
Before ordering I checked the return policy and it said £6.95 for delivery - it's a lot but I decided to take the risk. Unfortunately when I needed to return the dress as it didn’t fit it then says a further £6.95 would be deducted for returns handling on top of the returns fee! A total of £14 to return a single dress! This is crazy and would definitely stop me from shopping here again!
8 October 2025
Unprompted review
Reply from Rare London
Hi Rebecca,
Thank you so much for taking the time to leave a review. We're really sorry to hear that your experience with our returns process didn’t meet your expectations, especially after your initial excitement about our collection — we love that you noticed our unique styles!
We completely understand that return fees can be disappointing. Just to clarify: the £6.95 return fee is a single flat rate that covers both the Royal Mail tracked return label and the handling of your return — it's not two separate charges. We're sorry if this wasn’t clear at the time of ordering. We take all feedback seriously and truly appreciate you sharing your experience. We hope you’ll consider shopping with us again in the future
Warm regards,
Erin
Larger sizes needed
Gorgeous quality dresses but they don't go into the plus sizes. Returns process was a bit long winded.
27 November 2024
Reply from Rare London
Hi Mari,
Thank you so much for your kind words about the quality and design of our dresses—we're really glad to hear you loved them! We truly appreciate your feedback regarding size inclusivity. We're also sorry to hear that the returns process felt a bit long. We're continuously working on making this as smooth and efficient as possible. We hope to see you back soon with an even better shopping experience !
Warm regards,
Erin
Very poor quality for the price
Very poor quality for the price. Loose threads, poor seams, overall finish off the product was to a poor standard.
If I was buying a dress for a fraction of the price I would let it slide but these dresses are on the more expensive side I expected much better.
They also only offer store credit if you return a sale item - this is actually illegal and against UK consumer rights laws.
14 August 2025
Unprompted review
Reply from Rare London
Hi L,
Thank you for your feedback, and we're sorry to hear you're disappointed with your order. We always aim to deliver high-quality items, so we're sorry this wasn’t your experience. Please know that under UK law, if a product is faulty, you're entitled to a refund—even if it was on sale. Our store credit policy only applies to non-faulty sale items. If you believe the item was faulty, please get in touch with our team at [ customer.service@rarefashion.co.uk ], and we’ll be happy to help. Thanks again for bringing this to our attention.
Kind regards,
Erin
Reply from Rare London
Hi Faysvg,
Thank you so much for your kind words! We're thrilled to hear that you were happy with the timely delivery and loved your order. We look forward to seeing you again soon !
Kind regards
Erin
Very slow
First purchase was over 2 months ago. Item didn’t fit it was absolutely massive so I exchanged. This process took ages I returned it immediately and it took 2 weeks for the exchange to be sent. This was faulty so I returned and I have now been waiting over 28 days for the refund to reach my account (from when they confirmed receipt of the item). Customer service have been very polite but I wouldn’t purchase again due to the issues above.
23 June 2025
Unprompted review
Reply from Rare London
Hi Michaela,
Thank you for taking the time to share your experience, and we’re very sorry to hear about the issues you faced with your order. We understand how frustrating and disappointing it must have been. Please know your feedback has been shared with our returns teams so we can speed the process. If you’re still waiting on your refund or need any further assistance, please don’t hesitate to reach out—we want to make sure this is fully resolved.
Kind regards,
Erin
Do not purchase from this store
I purchased three dresses from RARE LONDON for a ball, spending over £200, and was extremely disappointed with the quality of all three items. They were poorly made and definitely not worth the price.
I have contacted RARE LONDON’s customer service multiple times regarding a refund and have yet to receive any response. The lack of communication and disregard for customer concerns is completely unacceptable.
Given their failure to address the issue, I will be escalating this matter through my bank. I strongly advise others to avoid shopping with this company. The experience has been deeply frustrating and disappointing.
16 June 2025
Unprompted review
Reply from Rare London
Hi Sarah,
We're really sorry to hear about your experience. We understand how frustrating it is when expectations aren’t met, especially for such an important event. Your feedback on product quality and lack of communication is being taken seriously and shared with our team. We are going to look into this urgently and get things resolved for you. Thank you again for bringing this to our attention—we're truly sorry we let you down.
Kind regards,
Erin
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