CARAMELLA Avis 

Customer service was very prompt got a reply very quickly about delivery of a pre order
Have ordered from CARAMELLA before and always found delivery is quick products are great quality and there’s always something for all occasions at a good price

Customer service was excellent, they get back to you quickly with any issues.

I have ordered quite a lot of things for work recently and absolutely love this store the clothes are such good quality and delivery is very good and easy absolutely my new fave place to shop highly recommend can’t wait to order more pieces xxxxx

Ordered 3 fur coats now from these ladies and panic set in when 3rd one had a shipping problem but after a message fired off to them they very quickly came back to me letting me know it was safely on its way, there was obviously a shipping scan issue and true to there word the item arrived 2days later and wowser the coat was absolutely stunning. 10/10 from me to these girls. Quality is always amazing and shipping is fast ❤️❤️❤️❤️❤️

Lovely clothes, always kind an helpful customer service also

Great customer service and amazing quality of clothing as always. My go to shop for any occasion

I’ve bought some amazing clothes from Caramella recently and the quality is fab. The sizing is actually perfect. I don’t think there is one item I have bought and not liked. 10/10 for everything! I’ve recently bought the Denim coord and omg it’s stunning! Love it ❤️

Love my dress! Need another colour!
Super helpful when I emailed customer services 🙌🏼

Fast shipping, easy to order, product exactly as described xx

Always amazing clothes and great quality

Amazing quality

Great customer service!
I ordered an amazing pair of sparkly jeans last year which were great quality, can wait to buy another pair this year in another colour!

Obsessed with my new Everly knitted lounge set from Caramella 🤍 It’s honestly so soft and comfy! The perfect mix of cosy and chic. The quality feels amazing, and the fit is super flattering (the cardigan detail is so classy). I’ve been living in it since it arrived. Perfect for cosy days at home or running errands. Definitely one of my fave finds lately!

Such a beautiful company! My items came so quickly, and the customer service was amazing! will definitely buy again and recommend

Delivery is so super speedy and customer service communication is very helpful! I’m overall really pleased with my items and the quality is amazing! All came before the weekend just when i needed it!!

Had the absolute best experience when purchasing from Caramella. Could not rate their customer service high enough, I messaged them in regard to urgent shipping to Australia for a specific event I have coming up and need ASAP after dealing with several disappointments from other companies. Sent them a message on Instagram and they replied within 2 minutes and assured me that they will do same day shipping and the dress will arrive in time if there is no issues along the way. Thank you so so so much for putting me at ease and being so on top of everything! Best service i have received in a very long time. One happy customer!

If I could give -1 star I would. Stole my refund value by saying I could only add it to a gift card when there website clearly states a refund will be issued in their terms and condition

Great service and products. Love the click and collect option helping save £ on delivery as local to me! Quality of clothing are stunning, can’t wait to wear my latest pieces on holiday!

Exceptional customer service!

I ordered the wrong size boots, emailed them and had a response back within an hour, correcting them to the correct size for me!

I also had another issue with my order, again replied right away and rectified the problem for me! Will definitely be purchasing again.

I received a jumper that arrived with a large hole in it — clearly faulty and completely unusable straight out of the package. I reported the issue immediately on the day of delivery and provided clear photographic evidence.

I was told by customer service assistant Eve that I had two options: either keep the item and repair it myself in exchange for a 15% refund, or receive a full replacement. Obviously, I opted for the full replacement.

Given the condition of the item, I disposed of it, assuming the photographic evidence would be sufficient. I followed up accordingly. However, despite reporting the fault promptly and acting in good faith, I was later informed that no refund or replacement could be issued because I had not returned the item.

After chasing the matter, I’ve now been issued just a 15% refund — and only after reminding Eve of the initial offer. At the very least, this should have been honoured from the outset so I wasn't left with nothing.

I fully understand the need for policies, but when an item arrives visibly damaged and unusable, and the fault is clearly documented with photos, I expect fair treatment — not to be left without a replacement and minimal compensation. It's unacceptable that a garment in such poor condition passed any quality control process prior to shipping.

This was my first experience ordering from Caramella, and sadly it has left me extremely disappointed. I won’t be ordering again. I will also be reporting this matter to Trading Standards, as I believe the way this faulty item was handled falls short of acceptable consumer protection standards.

I hope you take this feedback seriously and review how you handle cases involving defective goods. Customers deserve to be treated with fairness and common sense.