Charlotte MillsAvis 

Shoes posted out quickly, when they arrived they were more beautiful than the pictures online and better quality than expected. You can tell the care/attention to detail that goes into making each pair. The shoes are super comfortable and true to size. High attention to detail with lots of lovely touches when opening the packaging. I would highly recommend anyone to buy from Charlotte Mill for wedding shoes! You will not be disappointed! I can’t wait to wear them on my wedding day

I cannot fault the customer service I have received from Alex, absolutely amazing. I had to swap the shoes 4 times but was willing to help everytime I emailed. I am usually a size 4 however they were too big but eventually the size 3 wide fit fits perfectly! The patience and communication I received was 100% and always happy to help! Thank you.

The shoes are stunning, and if I hadn't had any issues with the first pair I would very likely be leaving an incredibly different review. They're also why it isn't a 1 star review.

My interactions with customer service have left me unexpectedly very disappointed.

TLDR; received a faulty pair of shoes, customer service were good initially but then ignored messages re my replacement shoes, didn't keep me updated about the whereabouts of my replacements, I had to get Charlotte to step in, customer service tried to get me to change what had been agreed, and I was not offered anything to make up for the awful experience.

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After ordering my wedding shoes in late November (luckily I did get them in a Black Friday offer), they arrived with imperfections. I contacted customer service who initially replied very promptly. As they didn't have another pair to exchange them with, they offered to re-order me a pair from the next delivery which was due to be in mid-January. I explained that I was happy to wait until mid-January but as my dress fitting was mid-February, I couldn't do this option if there were going to be any delays as I needed the shoes to confirm length etc in the fitting. I was reassured that the delivery had been confirmed by the design team, so I sent back my faulty pair and waited to receive my replacement pair mid-Jan. I even got a confirmation email that my return had been received and that I would hear if the shoes were due to come in sooner. This left me pretty confident that I would get proactive updates, and that there would be no delays.

I didn't hear anything after this. I emailed on 19th January (the date I was told the stock was due to arrive) to confirm that my shoes would be sent out soon. As I didn't hear anything, I sent a chaser by both email on 22 Jan and then Instagram on 23rd Jan. My message was picked up on Instagram on 26th Jan, saying I would hear back later that day. By nearly 5pm I still hadn't heard anything so had to send another message on Instagram.

Charlotte had to step in both on Instagram and then email. She was apologetic, explained it was a transit delay and offered to send a sample pair which were the next size up so I at least had a pair for my fitting, in case there were any further delays to the stock. I confirmed that this would work, and asked to confirm that I could hold onto these sample shoes until I received my replacements, so I didn't end up in a position without a pair again. She confirmed this would be possible.

Interestingly, it was only after this that an apology email got sent out to customers (me included) waiting on delayed shoes - a week after the previously communicated shipping date. This should have been done proactively.

However the problem continued for me; when the stock then came in, I was told to return the sample shoes first because they needed them for an event(!). I had to point out this was against the agreement I had *twice* before my shoes were agreed to be shipped out to me. Also worth noting they had posted on social media about the stock being back for a few days before I was contacted, so I don't think I was even prioritised to get my replacements - they just wanted the samples back! No other gesture of goodwill was offered to me for the poor experience I had - despite the stress, multiple emails/chasers, a faulty pair of shoes and 2 trips to the post office later.

I could also see in the email chain that someone had been told what to reply to me before Charlotte stepped in. Seeing this email between customer service members showed there isn't really much care from the team about the customer experience - it was quite dismissive of the experience I've had/felt like they didn't really take responsibility. They didn't indicate any resolution like Charlotte did, and instead suggested I could just change the order if I wanted to. Similarly, the fact I was contacted to send the sample shoes back because they needed them just makes me feel that I was seen as an inconvenience rather than them causing the issues!

While I do love the replacement shoes and am looking forward to wearing them on my wedding day, the customer service experience in my opinion really doesn't match up with the price point of the shoes. This is meant to be a brand that understands the importance and excitement of how special planning your wedding is, but unfortunately all it did was add to the stressful side of the planning and leave me disappointed. I was considering other purchases but glad I held off.

Re the reply: interesting as the employee I last interacted with was called Alex, and they were the one pushing against Charlotte’s guidance! Influencers get sent multiple free products, but paying customers don’t even get a small goodwill gesture after a poor experience.

I cannot recommend Charlotte Mills enough.

I ordered my wedding shoes on a Friday and they arrived first thing Monday morning — such incredibly fast delivery. The service was personal, warm and genuinely thoughtful. I spoke with the lovely team who were so kind and even congratulated me on my engagement, which made the whole experience feel extra special.

The shoes were beautifully packaged and absolutely stunning in person. The craftsmanship and attention to detail are exceptional. I couldn’t be happier with my purchase and can’t wait to wear them on my wedding day.

An incredible brand, that makes every bride to be feel special!

Thank you for such beautiful shoes - the details put into each pair is amazing.

They're beautiful comfortable and supportive. I was really looking for simplicity with beautiful details and o found them!

I had to swap and exchange my shoes multiple times to find the perfect fit and the process was so easy and a member of Charlotte mills support was always there on hand to help. Finally found the perfect pair!

Stunning wedding shoes, these are so comfortable and special I cannot wait to wear these on my wedding day! Would definitely recommend Charlotte Mills!!

Really poor communication and lack of customer service. Emails were not responded to, and I received no updates on my order, which was placed over 2 weeks before my wedding.

I found it tricky to find shoes which matched/suited my dress, and decided that I would get the Charlotte Mills Mia heels as they would have matched perfectly.

I emailed the team and was told my shoes were on “back-order,” even though when I placed the order the website clearly stated there were “2 left in stock.” I ordered on the 21st of December, giving three working days before Christmas for the order to be dispatched, which should have been enough time for delivery before my wedding.

When I queried availability, customer service told me that if the shoes were in stock they would be sent via next-day delivery. My shoes were eventually dispatched on a Monday, but the delivery was not within 48 hours and actually took over five days, arriving on Friday afternoon. Royal Mail showed the parcel as “pending collection” for two days before it even started moving.

During this time, I also received an email from who I assume was the founder, saying she would look into the issue and get back to me. I never received a follow-up. I emailed again mid last week to request a return label, as it was clear the shoes would arrive too late (which they did). I don’t believe I should be paying for return postage in this situation, but once again I am still waiting for a response.

The shoes themselves look lovely and appear to be great quality. However, I would not rely on this company for something as important as bridal shoes. There is no physical store to try them on, so customers are completely reliant on good communication and an easy returns process — both of which were sadly lacking in my experience.

I’d like to shout out Grace Johnson on this review as well as the other team members at the customer services dept at Charlotte Mills! I recently ordered a couple pairs of shoes to try on, a wide fit and a regular to find my perfect size. I’d returned the pair that I didn’t require anymore but sadly these got lost in transit with Royal Mail and haven’t yet reached CM.

I’d emailed after about 10 days of returning to check in and see if they had been but sadly to find they weren’t and with my proof of postage, it was clear these hadn’t moved for a good few days.

Grace picked up my email (as well as an email I’d sent about a small missing item from my initial order which was then with me within 3 days to rectify!) and I couldn’t be more grateful for how Grace has handled this whole situation!

As I’m sure most brides are on the lead up to their wedding, lots of packages are coming, lots of trial and error trying to find the perfect items for the big day and sadly lots of returns for things that are no longer needed or were ordered as various options. Now other suppliers are still holding my refund and I am fully responsible for the return postage and if they get lost to raise a claim with Royal Mail and to go through an awful lot of faff after being over £10 for a signed for return. Charlotte Mills however couldn’t apologise more for a mishap that isn’t even theirs, Grace has sorted my refund and will be claiming it back via Royal Mail through CM directly which imo how a company should be handling their product returns, not pinning everything on the customer. Grace has shown nothing but exceptional customer service and had made a quite stressful, fairly expensive return, significantly less hassle and other companies should seriously take note about how CM handle their customer service and return procedures!

Thank you so much, Grace! I hope this review finds you!

got my wedding shoes from Charlotte Mills and they’re absolutely perfect. I was a bit worried at first because I’m usually an awkward shoe size, but they fit beautifully, and the free exchanges option really put my mind at ease in case they didn’t.

The attention to detail in the shoes is incredible. They’re super comfortable, and I’m genuinely excited to wear them on my wedding day.

I also had a small issue (completely unrelated to the company), so I contacted customer service. They got back to me straight away and were brilliant. Grace handled my query and resolved everything quickly and effectively.

I honestly cannot recommend Charlotte Mills enough. They’ve gone above and beyond for me as a customer, and I’m so grateful for the experience.

Order came in a timely manner, packaged beautifully and lots of personal touches that made the shoes feel really special. The shoes themselves are absolutely stunning.

Fast delivery, beautiful shoes

I think it’s so poor that they have moved to online only however they charge £6 for returns and there sizing is so off! They’ve even said things run small how is that helpful!!!

I bought a pair of Katie Pearl shoes for my upcoming wedding and loved them but needed the next size up. Exchanging was so simple and really quick too.
The small touches from the box to the six pence is amazing I love them and can’t wait to wear them. The invisible film is so good so I can wear them in without ruining the engraved sole. I spoke with Grace on the customer service team who was amazing and really quick with replying. I’d recommend to anyone.

Fantastic website! Fast delivery, and the dress was awesome. Great quality and I felt amazing! I am a size 14 and went by the other reviews regarding sizing up and the 16 dress fit perfectly! Would highly recommend purchasing from Charlotte Mills.

Had a lovely experience buying from CM. Ordered the beautiful Katie Pearl shoes, they were gorgeous, such attention to detail and packaged beautifully but felt small, requested an exchange but then decided I wanted to try on both sizes to compare so ordered the bigger size so emailed customer services, Grace was so helpful. Shoes arrived and were perfect. So returned the smaller size, Royal mail proceeded to lose them for two weeks, I contacted Grace who again responded so quickly, so was no longer worried about the return period as she put a note on account. Refund processed really quickly once the shoes finally were delivered! I also purchased two dresses in their sample sale which were gorgeous and delivery so fast. Can't wait to wear my dresses and shoes and thanks Grace for your help 😊

Beautiful shoes, very comfy. I look forward to wearing them next year on my special day. Thank you.

I recently bought my wedding shoes and a stunning tulle hen party dress from Charlotte Mills, and honestly, the whole experience was a dream from start to finish. The quality is exactly what you hope for when you’re buying something special for your big day. The shoes are beautifully made, incredibly detailed with the tulle bows, the sixpence and the verse on the bottom of the sole, these details are what drew me to charlotte mills to buy my wedding shoes, and they just have the Charlotte Mills signature magic that i knew i wanted and needed on our special day 😍

The dress is just as impressive. The fit, the detailing, the way it sits and moves… it felt like it was designed specifically for me. Elegant but modern, romantic without being fussy, and genuinely flattering. You can tell a lot of thought has gone into the craftsmanship.

Between the gorgeous designs, the quality, and how confident and bridal they made me feel, I honestly couldn’t recommend Charlotte Mills enough. If you want something special, stylish, and well-made for your hen / wedding day, they’re absolutely worth it.

I’ve been following Charlotte Mills for over a year when I first got engaged. I finally got to see their stand when I went to the national wedding show to try on shoes. The team were very knowledgeable, helpful and friendly. I was then in awe when I got to meet Charlotte herself and she helped me choose my perfect wedding shoes. I can’t recommend them highly enough, the designs are exquisite and the quality unmatchable