Urban Touch Avis 

I love quality ❤️
Fast delivery Friendly customer service
Definitely try it 😻

My experience got off to a shaky start when I received the wrong dress size. However Stacey and the team at Urban Touch went over and above to ensure that the correct size was delivered to me in time for the event. On top of that the dress was great quality!

Let’s be honest online shopping is always gambling if you’re purchasing from a website that you like the products but wasn’t happy the review about it. If you’re thinking to buy it not for you but for your friend, girl friend or sister it’s even more challenging.
Well I did take a risk, searched as quality Kimono dress for my dearest friend. I don’t know how to search a dress for women so my expectations as so low. However I come cross with that gorgeous looking kimono dress in blue..! Gosh!! I couldn’t t believe my eyes as it’s exactly what she likes. I ordered it straight away. Then I saw the review. Well I was hopeful as well as a bit nervous because of the reviews. I received my order in 3rd days. Here is my experience that as I don’t think it would’ve been fair if I don’t share with the universe. I combined my overall review with based on my girlfriend feedback.
-I didn’t have any difficulties about my transaction. All prices was smooth.
- Delivery was a day late which is understandable due the current COVID situation I guess so didn’t bothered me.
- Dress looks so gorgeous. Color , feeling, shape. Feeling so beautiful as well as relax in it( Lol my girl friend’s comment)

What I learned with this experience is reviews or important before you purchase this is fact. However it’s really important to write positive reviews as well as dissatisfaction experience.

I just didn’t think reviews reflects quality of products their overall performance. I just feel responsible to make my contribution based on my experience which was positive.

Matt

£5.40 to return a dress,when most companies now offer free returns. Would rather source items elsewhere even if paying slightly more.

Extremely disappointing customer service.

I ordered a dress but needed a size smaller. I requested via a lady on WhatsApp to have it swapped for the smaller size. They agreed. I paid return postage myself, but I knew this would be the case when I purchased the dress. I was told it would be swapped. I then received another dress but in the same size. I didn’t have time to return and try again as it was needed for an event that weekend.

I said I would return it but not at my cost. I was told I had accidentally been refunded already? A week before. I had indeed.. no idea why. I was sent a return label. The lady I spoke to was polite and accommodating though.

Complete waste of time wish I’d never bothered. There are other companies selling the same dress and I wish I’d used someone else. This was just the first one I had seen. My advice would be google what you want and buy it from a different place.

I left purchasing for an event really late and even though they weren’t offering next day delivery they agreed to help me and my unorganised self out. Sadly it didn’t arrive next day but when I called they jumped into action and had a new dress sent and dispatched directly to my hotel for me. (The order did eventually arrive with a late courier even though the tracking said it wasn’t coming which is classic for couriers haha) but the service they offered was outstanding. They communicate so well through WhatsApp or by phone so recommend giving them a call. Can’t recommend enough.

The dress was stunning as well. Will purchase again!

***WARNING*** Do not purchase anything from this company, unless you're prepared to go into battle for your money back.

Purchased 2 dresses on the 13th July for next day delivery, the weren't delivered next day. I received them on the 16th July.

They were returned on the 23rd July at my expense and signed for on the 26th July. Since then I have been chasing my refund but to no avail.

Shocking customer service, they take days to reply, you have to chase, and when they do respond they ask dumb questions to further delay assisting you.

2 people confirmed on the 23rd August that a refund had been issued, it is now the 7th September and still no refund. I have also raised a merchant dispute via my bank which I recommend anyone experiencing issues like this to do the same, however they will defend their stance thus dragging the situation out for longer. Ultimately, banking services do have the power to take the money owed from the merchant if they deem the case to be in your favour so pursue it to the end!

Finally, beware as their dresses are also sold via Silk Fred and Yumi and maybe on other sites as well.

No issues with the order/delivery process, but getting my returned order refunded was a mission! Returned my order by tracked delivery, so could see it had been received, but there was no acknowledgement of the return for several weeks after this. Tried calling to check the status of my refund, but no answer; sent several emails but had no reply. Commenting on their Instagram post that I was waiting for a refund seemed to prompt a response, but this was still chaotic - had to provide proof of my tracking number twice when I was told they had no record of my order being returned. Ultimately I got my refund (over a month after they received the item back), hence 2 stars rather than 1, but the poor customer service was really off-putting. Wouldn’t risk ordering again as wouldn’t want the hassle of having to chase a refund if needed.

Ordered a dress from here. Advised would arrive in 3-5 days. Took over 2 weeks to arrive. Wasn’t even dispatched until day 6. By that point the event I had ordered it for had passed. I am now expected to pay for returns postage despite this not being my fault in any way and falls with the supplier whom I payed postage for my item. Contacted their customer service team via email over a week ago and have heard nothing. Do not both buying from them you will be left unsatisfied and out of pocket.

I love the dresses, they are such good quality or fabric and very well made. Excellent customer service If anything messaging them on whatapp is so much easier . They are really quick at replying. Will definitely be buying more.

Terrible customer service. My order arrived more than a month late. I have sent several emails and messages with no reply and tried phoning on multiple occasions only to have no one pick up. I need to get in touch to return my order as it was so late I was not at the address I ordered it to and so unable to return within the 14 days. I am now out of pocket a lot of money with what seems like no way to get my money back.

The only reason they're getting 1 star is because I can't give 0!!
After 2 weeks there was no sign of my order! Worse still they provide fake tracking information.
Quite clearly they hadn't even dispatched the order.
They completely ignored several emails but eventually replied after getting through on the phone.
I appear to have been quite lucky because I actually got a refund, but I've seen plenty of people that have not and are still waiting after several week!
DO NOT order from here!

I returned an order 6 weeks ago and am still waiting on my refund. I have tried contacting customer service every day for the past 2 weeks on email, by phone, messaging on Instagram and on WhatsApp and no one has got back to me. Terrible customer service, will not be buying from Urban Touch again!!

No option for next day delivery on check out even though it offers it on the website. I’d of chosen this option.
Order still showing processing when delivery should of been 3-5 working days.
Got a response via WhatsApp guaranteeing it would be sent by next day delivery. Checked my email - sent 48hr !!!!
So called been refunded fully, will be checking !!! So clearly my order hadn’t even left the building even after I was assured it had been. Will I use again absolutely NOT !!!!

Disgusting customer service. Been waiting for a refund for almost 7 weeks now, keep trying to contact customer service but get nowhere with it. Hoping I will eventually get my refund. Will not use this company again and would strongly advise others not to either. Clothes seem way over priced too for what they are and their quality.

Not ordered direct with urban touch but through Yumi, received a shipping notification but a week later the tracking link showed the parcel had never reached Royal Mail. Contacted Yumi who said they had had problems with Urban Touch orders just ending up in limbo and that they couldn’t get any response from Urban Touch to find out what was going on and why they were not dispatching the items. Refund processed quickly by Yumi but reading other similar reviews Urban Touch do not seem to be reliable - beware.

I ordered from here for a dress for my nephews wedding and within a few days i recieved the dress. Delivery was extremely fast and the item was well packaged. The dress was absolutely beautiful and it fit so well i am so pleased with the quality. Although customer service was a bit slow but apart from that i cannot reccomend Urbantouch enough!

I ordered 3 dresses on April 3rd, I received the order confirmation quickly which was great. I then didn't hear anything more from them until I chased my order on the 7th of April. I sent a WhatsApp and an email, WhatsApp appears to be the best way to contact them as they very rarely responded to my emails going forward.
Anyway, the dresses had allegedly been posted but, the tracking details showed it as still on its way to the Royal Mail depot, I chased this up again on the 9th April because in those two days it didn't change. The dresses then arrived on the 12th April - 9 days later!
In the interest of fairness, the packing was gorgeous, the dresses arrived in a box and each dress was wrapped in tissue paper. The dresses were a lovely material and clearly well made.
But, one of the dresses had an orange stain on, it wasn't a large stain but it was a contrasting colour to the dress so very noticeable.
I tried to contact Urban Touch via WhatsApp on the 12th April and was told to return them via my chosen postage company with a note explaining which I wanted to return or replace. The operative knew that the dress had a stain on it and that returns for faulty items should receive a free postal label as per their website FAQs. I had to chase up for this. The return label arrived on the 19th April.
I returned the parcel with all 3 dresses in it and admit that the note originally said that I wanted to swap one of yh dresses for another one without a stain. I did cross this out and asked for a full refund because, by this point it had all taken too long. I chased up my parcel being returned on the 27th april. The parcel was received by Urban Touch and a partial refund was given to me, if they thought that I was going to want to swap one of the dresses, I would have expected some kind of email to say that they were going to send it out but, I received nothing. I chased up again on the 29th April to ask about why I'd only had a partial refund (at this point, still no update on the dress they didn't refund/replace).
I then emailed and WhatsApp messaged on 6th of May to chase up the final portion of my refund for the dress I didn't want to be replaced and it wasn't until then I had a response from their customer service agent Stacey on WhatsApp.

It's a real shame because the dresses were lovely quality but, the customer service was appalling. I have had to chase this company at every turn for everything from sending the parcel out to me and to recieving a refund. I'm gutted because I was really ready to love this brand and saw loads more clothes I liked and wanted to buy. My personal advice would be to buy from one of their stockists like Yumi.

I have dated the dates of having a response from Urban Touch but, would like to add that on many occasions I had to chase up more than once because my messages were either missed or ignored.