The garments are beautiful but you only have to hope that everything goes well with the shipping as no customer service at all is available. No answers to emails or telephone. In the site no chance to track the order. The only way to have a little consideration is via Instagram. Still waiting my dress after days of trying to get some Infos. It seems that it will arrive at the end, but I will believe only when I have It in my hands, because I've gone through unexisting tracking, wrong numbers and so on. I cannot even imagine what would happen in case a return of the product Is needed. The dresses are beautiful and also expensive, so I believe customers worth more care. PS: the dress has arrived at the end, even before the scheduling arrival date. The dress (Genevieve Rose Gown) is fabulous, the size is correct and it fits perfectly.

I ordered from the international website because I live in Belgium, and paid 10€ extra for express delivery. We are already one week later and it is still not shipped. They are not answering emails. So i lost my money

Paket kam sehr schnell an (3 Tage). Bestelltes Kleid ist qualitativ sehr hochwertig, Größe und Aussehen wie angegeben. Liefer- & Zollkosten ist im Preis inbegriffen (kein Problem mit dem deutschen Zoll). Auf Anfrage für eine detaillierte Rechnung per Email wurde schnell geantwortet. Den Rücksendungsprozess kann ich nicht bewerten, da ich nichts zu retournieren hatte.

Ordered dress, on the website says tailoring time 9-14 days. Almost 4 weeks gone and my dress has not been send. Every time when I'm asking about on the chat they are saying dress is going to be send, and giving me dates. Another dates past, like yesterday my dress still hasn't been send. Very sad and disappointed

I bought my first needle and thread dress to wear as a wedding guest outfit. I’ve never received so many compliments on an outfit in my life! I felt like a princess in the dress. So beautifully made and fits perfectly. Thank you for making me feel so good about myself!

The dress arrived within the specified time frame. It was beautifully wrapped, in a good quality box and had a water resistant outer cover. The dress is beautifully made, and the website said the sizes came up small, so I ordered one size bigger, and it fits perfectly. The embroidery on the dress is exquisite. This was my first time ordering, but definitely won't be my last.

I love this store. I bought a few dresses, different sizes, etc. until I found THE dress. The customer service was so supportive. My wedding dress was amazing. It felt awesome and was so pretty.

For such an expensive luxury company that has some very high profile clientele, they are absolutely terrible at customer experience. The dresses are amazing and ordering online and getting it delivered is fine. It’s definitely not a luxury end to end experience which I would expect. There is limited communication to keep you up to date, the delivery company email is labeled as @dhlparcel DOT co DOT uk , which is suspicious as dhl website says official emails are only @dhl DOT com /DOT co DOT uk so from the get go I was confused. When you get the dresses, the packaging is minimal and they smell like plastic (certainly not something you would expect from a £600 dress) but even if you overlook all of this since the dresses are nice, you then have to deal with returns if you are not happy. Returning something to this company is like throwing something out into the sea at night - you have no idea where it goes or what happens after. Customer experience is terrible, very confusing on how to process a return, there is no return label or info in the package or emails you get… you really have to go and look for the right things. When you manage to work it out and you’ve sent the parcel with the free returns Royal Mail process… you begin the waiting game. Absolutely no communication whatsoever, the only thing you have is the proof of postage from Royal Mail. No comms that they received the parcel, nothing about the refund timeline… nada. You then call the company, which to be fair even if they didn’t answer they did call me back after. They say 14 working days for a refund with no other email acknowledgement at all. I am quite confused how they manage this process. Now I am waiting for my refund, but the overall the customer experience of ordering and returning items is poor. Very poor for such an expensive brand. The dresses are beautiful though, so I would buy from them again, just not online - would recommend you avoid ordering online and you just buy in stores like Harvey Nichols or Selfridges. EDIT - the people on the phone were helpful in tracing where my returned package was, and sorted the problem out in time. Not enough communication still, but at least it was resolved and I got my refund.

Customer service went well out of its way to ensure I get my package on time before leaving the country for a wedding. All that during the busy holiday season. I got near daily updates on the status which was amazing. Now coming to the product, I purchased the Aline Sequin ankle gown and Isabella diamond gown.Both items came in beautifully packed. Pristine quality compared to gowns I have purchased with comparable prices. The fabric flows beautifully and despite my apprehension over the sizes (I go between a 4 and 6), the size turned out perfect for me. The ankle length works better for me though (I'm 5'2) as opposed to the full gown size. I look forward to future purchases.

Like others I was sent a dress that smelled very unpleasant. I called and advised Needle and Thread of this the day after delivery. I was told its a process that embellished dresses go though and it would fade if I opened a window and aired it. It smelled more like a dusty old warehouse then chemicals and my husband said it was horrible. The lady advised I could return with a label I'd have to print (don't have access to a printer) or DPD would collect. That was a farce. They didn't turn up on the day agreed and nobody called to let me know. 4 hours of my life I won't get back! Eventually, the parcel is picked up the following day and signed to say received on 6th. I call to ask when I am likely to get my refund on the 9th and I was told 5-10 working days. I called yesterday for an update as its nearly £400 and spoke to a curt, unhelpful advisor who couldn't have cared less. Not good and won't be shopping here again. Update... Had to call up as expected on the 10th working day as no refund. Advisor refunded my straight away. This was the only good thing about the shopping experience. Do not recommend.