Studionicholson Reviews 38

My order went missing a week ago and despite multiple emails and polite attempts to contact them and ask them to clarify the situation, all I get is radio silence. Not a single reply or reaction.

I have been a loyal customer for over 3 years and this is the first time I needed to contact their customer service. Seeing the lack of respect and basic consideration is extremely disappointing. And it will definitely stop me from ordering from them again in the future. The customer service quality is abysmal and for a premium brand that comes with a hefty price tag, it is unacceptable.

Update: I have DHL proof that the parcel they claim was delivered to me was in fact someone else’s parcel. They swindled me out of 600€ and still claim my order has been delivered. It’s the most incompetent and scandalous company and customer service I have ever come across.

Ordered a coat online from Studio Nicholson without having checked the trustpilot rating. Then came on here and even as a non-anxious person got a bit worried about the delivery of my order. Totally unnecessarily.

Placed my order on the website on a Tuesday and got it delivered with DPD on a Thursday (of the same week!).

The oversized fit of the coat made me consider downsizing. The smaller size was sold out on their website, so called the London boutique to check and they had my size. Not only were they super kind, but also agreed to keep a coat for me on hold, so I can go check it out! The exchange was literally no hassle. What more can you ask for!

All in all, super high quality piece, prompt and reliable delivery, great customer service, which all made me a very happy customer, both, online and in-person.

The only constructive feedback, if I had to give one, would be to better steam the chunkier items. I would expect a £700 coat to be in a pristine condition when I am picking it up in-store (had to steam mine myself).

Thank you Studio Nicholson!

Beautiful store experience and also the assistants were super helpful !

Very fast shipping. I had to return the shoes but got refund within a week after my return has been delivered to SN.

I purchased a pair of shoes from Studio Nicholson on October 15, 2024. They arrived on October 23, but after trying them on, I found that I didn’t like the style. I followed their return instructions, sent the shoes back, and was surprisingly refunded within five business days.

However, I noticed that the refund amount was $97.70 less than my original purchase price—exactly the amount of tax I had paid. Since I placed the order from Canada and Studio Nicholson’s website states that all Canadian orders are sent DDP (Delivered Duty Paid), I assumed taxes would be included in the return. Nowhere on the website does it mention that taxes are non-refundable on international returns.

I reached out to their customer service (email only, as there’s no phone support) five times, but the only response I received was, “Thank you for your email. We can confirm that you have been refunded accordingly for the item returned. In Canada, it is the customer’s responsibility to claim this back. Shoppers can file paperwork to get the sales taxes back from the government directly. In this market, duties are included in the product and subsidized by the merchant, but sales tax is calculated at checkout and paid by the customer.”

I’ve never encountered a retailer that tells customers to obtain their tax refund directly from the government—this has never happened, and I shop online a lot.

In the end, I opened a dispute with my credit card for the missing $97.70, hoping the bank can resolve it. Studio Nicholson has not responded since.

If you’re considering buying from Studio Nicholson, I’d strongly suggest ordering from a reliable retailer like Farfetch or SSENSE, as they don’t make arbitrary rules about withholding taxes on returns.

This is a luxury brand - there is no customer service at all, just an email address to which they don’t reply, so there is no-one to speak to. Really not good enough

The customer service does not exist. Any query they get is responded with what seems to be random automatic questions. It's now been two months of email exchanges to get something shipped which they have been keeping by mistake - bizarre story.
Do not buy from them online.

I bought a pair of jeans from the online store that later developed a fault. Initially they responded promptly, immediately offered a refund and sent a pre-paid return shipping label. However, they have now had my return since 19 June (today's date is 23 July) and have not yet given me a refund. After sending 5 emails to no effect, I opened a dispute with my credit card provider, which prompted Studio Nicholson to finally respond and agree to process the refund if I closed the dispute. This was 3 working days ago - still no refund.

Though they don't reply to emails, they do find time to immediately delete negative comments from their social media without responding. Really poor service for a brand meant to be about quality and ethics.

The most abhorrent service I have ever received from an online store.

I returned my order in the middle of June and chased Studio Nicholson FOUR times via email as to when my refund would be processed, before getting a single response that asked for the same information I had already provided.

They never replied again. I sent SIX follow up emails before initiating a chargeback with my bank for the transaction.

DO NOT EVER ORDER FROM THIS COMPANY. They hold onto your money when you return goods and then treat their customers with such disdain that they don’t even reply to emails or have a contact number.

Utterly disgusting I hope they see this and sort themselves out, hopefully their merchant account is suspended due to the number of chargebacks they must receive and they are stopped from trading.

The clothes are great and delivery for online orders is really quick, but customer service is abysmal. I have returned three items and opted for a gift card as it is worth more than returned cash. However, only one has appeared. I am currently £500 out of pocket and can get no response from customer services. I can't find a phone number. I have had similar experiences in the past and got a refund eventually, but this isn't good enough.

I cannot even comment on the quality of the clothing because my package didn't arrive, due to shocking service from DPD, Studio Nicholson's chosen courier. But Studio Nicholson's customer service is ABYSMAL! They have had my money for 8 weeks now, and have seemingly stopped replying to any of my emails asking for an update. I would strongly advise avoiding this company...

I love the clothes but the customer service is shocking. A pair of jeans I bought broke (the fly broke) within 31 days. Customer service slow to respond but said they'd refund me the cost of the repair if I got them repaired myself. Which I did. Sent the receipt and it's now been over a week and I have chased three times and just heard nothing back. Very happy to breach consumer rights it appears.

One star for the brand that is really good. But never use the online shop. I had problems with every order (wrong articel sent and never received the wanted one, parcel never received). The customer service is not helpful and costumer-focused at all!

bought a pair of leitch shoe online, pretty shocked to see the whole piece of sole fall out on the third time of wearing it.....
Well this is not the worst part, I tried every contact I could find online (email, instagram, phone call etc), no one is responding (its been over a week)... they dont allow many people post comment on their instagram, but I did see someone had the same issue as mine, doesn't look like its being sorted either...
I was a regular customer but not anymore, am so done with this brand....
The quality is really meh for that price anyways...

I love the brand but DO NOT shop online.

Ordered pyjamas in the sale. The male and female models (very different heights) were both wearing a medium, assumed that the sizing must be different for men and women and ordered my size. They were absolutely huge.

Requested a return on their portal straight away, where you have to wait for a response with instructions on how to return. Two days later I check the portal as I haven’t received an email and it’s been approved. I emailed customer service requesting a label and instructions on 5th and I am still without a response… I’ve emailed again twice (most recently 21st January) and am still without a response.

I’ve called the store and they won’t or can’t help. Stating that they’re just sales representatives and I need to be patient.

Shocked.

Just wanted to leave a review of my recent experience with shopping online with Studio Nicholson.

First time ordering with them online in the sales and was very impressed with how fast they got the order out the door. They dispatched the shoes very promptly and I had the shoes in hand the following day. Unfortunately, the sizing is a bit off in EU size so returned and they refunded very quickly. I made another order for the correct size - which also turned up next day. Shoes were packaged protectively.

The Cobb shoes I ordered are beautiful and fit perfectly. Very happy with them and also the speed of service provided.

In November, I bought trousers in size 00 in sale, thought they were too small and ordered another size in 0. They were too big so I ended up returning both pairs. The second pair was refunded with no problem. For the first pair I kept waiting and waiting for them to acknowledge the receipt of the item for more than 30 days (January). I finally reached out and they said they don't know where the trousers are and need to look into it. 2 weeks later they said they have received the trousers in unsellable conditions!! This was a lie and probably them losing it in the stock room or something. They said they will take 10£ and refund the rest. I said to them I literally tried on the trousers and packed it again so nothing could've happened to the trousers but I also couldn't prove it because it never occurred to me to take a photo of the item before returning it. They took some time to respond and they said they will take 5£ and refund the rest. I said ok. The refund never came (this is February) so I had to reach our again. In MARCH they said they have taken nothing and refunded the money. Still waiting. What an absolute joke.

For a luxury brand the service has been dreadful. I ordered something in the sale, which arrived quickly. However, when I tried to return it I discovered they only have a 14 day returns policy, fortunately I was just within this. You have to pay for the return yourself, which feels cheeky for a premium brand, additionally, I sent the item back on 11th January and still haven’t had any confirmation of a refund. Additionally, the company don’t seem to reply to emails and don’t have a phone number to call. All in all I’m really disappointed, I’ve had better service from high street brands, I’ll be shopping a net-a-Porter for brands from now on.