Seraphine Reviews 7,957

I love the clothes, just had to return one item but still waiting for my refund (it has been 3 weeks now)...

Quick response for support to resolve my return. Great company!

I had to make a return and Elena was so helpful and kind. She solved everything in a very quick way.
Thank you so much

£8.90 down the drain to try on an item that can't accommodate normal women's sizes, especially when they're pregnant and will need more space in that particular area? Absolutely shocking. Shipping fees lost, plus a thoughtless restocking fee. Long live brick and mortar shops! What's that - there are practically no maternity ones? Oh, well, more the fool me. Just because you can charge for things like this, it doesn't mean you should.

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Edit: Similar to another reviewer, having flagged this via customer service and my Trustpilot review, I have now had my original shipping and 'restocking fee' (I call the latter this because the customer refund email still refers to it as this) refunded as a 'gesture of goodwill'. I'm happy to accept that, but it still doesn't address the problem.

Customers should still have original standard delivery costs refunded based on Consumer Contract Regulations when they return a full order and inform the company of this within 14 days (both of which I did), and can be charged a returns fee, but not a restocking fee. I should not have had to fight for any of this - nor should anyone else.

Their customer service helped resolve my issue efficiently and effectively. Easy to work with.

The swimsuit I purchased was coming apart on the inside, but after several weeks of back and forth with customer service, I was offered only a 10% refund - not even an apology for the hassle or lapse in quality along the way.

If you've been making an effort to shop small and sustainably and seraphine seems to tick all the boxes - but falls drastically short when it comes to delivering on their promises. Combine this with the high threshold for free delivery and the lack of free returns, I would think twice whether it's worth adding this hassle to your pregnancy journey.

Edit - Seraphine initially deducted around £9 from my return. Some of this has since been refunded after this review. The wording “on this occasion” raises an eyebrow though.

For clarity they charged me my initial shipping fee and a restocking fee. They should not charge either of these under the Consumer Contracts Regulations 2013. They can however charge a return fee as I stated previously in my review which is what I assume they are changing their wording too.

Initial review below
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If you order from this company you better be sure that you have your sizing right and you’re unlikely to return a product.

The company charges legally questionable “restocking fees” which when challenged calls them a “return fee” as well as refusing to reimburse initial standard delivery.

The Consumer Contracts Regulations 2013, which all traders dealing in the UK are legally held to, is clear on this.

CCR Reg 34:8 - “The trader must not impose any fee on the consumer in respect of the reimbursement.”

The only charge which can be levied on the consumer is to cover return postage (Reg 35:5). All other charges, including initial postage (Reg 34:2) should be reimbursed in accordance with these regulations.

Despite challenging this the representative basically said “It’s legal because we say it is.” While linking an internal webpage.

In the end I was not reimbursed, I will however be making a report to trading standards via citizens advice and avoid future dealings with the brand and encourage others to avoid also.

Order from a company that has competent customer service. The clothes are OK, but sizing is tough- tops and dresses are huge. I’ve done a couple of returns, using the company provided pre paid label (should be easy, right??), and both times spent weeks chasing down my refund. Customer service and the warehouse are a mess.
With so many options these days, just find another company to order from.

Sabina was so helpful with resolving a returns issue I had! Very happy with Seraphine as a brand overall, and the great customer service is the cherry on top.

Great products for tall pregnant mamas (like me) and excellent customer service. I recently had an issue with a shipping courier (UPS) and Seraphine Customer Service representative, Noor, made it right immediately. I received a prompt, polite response and a replacement shipment (which arrived within days of my initial complaint). Thank you and I look forward to doing business again in the near future.

I had a problem regarding the return and refund of items and customer service (Noor) was very helpful.

I had a mistake in the Adress and the customer service (Hina Hanif) solved it quickly and very kindly. The dresses are very nice only one is a bit long as I use it only to breastfeed (I am sure with belly it makes sense). Would order here again.

I ordered a couple of items from Seraphine which, unfortunately, were too big and so I had to return them. The Returns process was easy and the cost was covered by Seraphine which was much appreciated. A couple of weeks after sending the items back, I emailed Seraphine customer service to enquire about my refund. Within a couple of hours I received an informative reply with a timeline for when I would receive the refund. Very happy with the prompt and professional service!

Until now I have had a good experience. I like the quality of the products, the material, and outfits. I only had one problem with a DHL delivery which was promptly solved by Elena who quickly substituted my shipment without extra cost! The customer service and Elena helped me with any doubts or questions.

I purchased a pack of post c-section briefs for my daughter but unfortunately when they arrived one pair had been tried on, when I contacted them they immediately arranged for replacements which arrived the next day. Excellent service and a special thank you to Hina for resolving it so quickly.

I was gifted a £100 Seraphine voucher last year, unfortunately I lost the baby several weeks later and had completely forgotten about the voucher.
I recently received an email from Seraphine to let me know it’s reaching a year and would expire. I decided to email on the slightest possibility of a refund, Noor was really compassionate in dealing with my request and there were no questions asked, refund was issued. After such a difficult time, small things like this really do mean the world. Great service

I needed help figuring out sizing and lengths of jeans for my first order (first baby) and Rebeca responded super quickly and helpfully after I had initially messaged out of hours. I have now ordered two pairs so will reserve judgement on the product - but very happy with the customer service

I ordered one of those down jackets that you can wear baby in - absolutely brilliant! I also ordered the Caripod - not so brilliant. After using it for almost 6 months I wouldn’t really recommend this to anyone. Once you figure out how it works (it’s completely over-complicated) it does the job but not as well as you would expect for the price. The shoulder straps shift down (did this from newborn, my daughter was 3,4kg so average weight) to the extent that you have to constantly adjust the shoulder straps. The other straps are also now starting to shift that she’s getting heavier (but still within the weight limit). I messaged Seraphine about this but I’ve not received even an acknowledgment of my query. On top of that you have all these straps flapping about everywhere which is just annoying. Once baby is forward-facing age, it’s such a faff to adjust it each time so you can’t really switch baby seamlessly between backward and forward facing. Just go with baby Bjorn - you can pick them up so cheap second hand, its simple to use and the straps stay put once adjusted for fit.

Thank you Noor for your kindness and efficiency in resolving the problem with my order. I very much appreciate it.

Great maternity clothes with a fantastic customer service! Helped me get my return of a few items with all the info I needed.
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Rebeca