I read these negative reviews here right after I had placed an order for several expensive dresses, and got a bit worried. However, I had a great experience with this company. The dresses smelt slightly odd when I received them (old-ish kind of smell), but maybe it's just some warehouse smell so not a big deal. My order arrived literally next day! And when I returned my items I received my money back in approx a week after I dispatched my items. So it's a bit sad that some people here didn't have the same good experience as I did.

Vorsicht bei Rücksendungen! Es kommen Kosten in Höhe von ca. 20€ auf, auf die im Vorfeld nicht gezielt hingewiesen wird.

I ordered two dresses from Needle & Thread, neither suited me so I repackaged very carefully to return via a UPS drop-off point as per their instructions. They only give 14 days to return but I was well within that, and they also advised it can take up to 10 business days to refund you - quite a long time but I waited and hadn't even had an email confirming they'd received the return, let alone the refund. I emailed customer services and they've emailed back sending photos of one very damaged dress claiming that this was my order and they cannot refund me because of the damage. This absolutely wasn't me - I have never returned anything in less than mint condition. I still haven't had the refund back on the other dress, and have appealed to them to check again and correct their mistake. From reading other reviews here it seems clear this is a scam that the company do to keep money from customers and then resell items. Very distressing to experience this (2 dresses = quite a lot of money!) so close to Christmas. It's appalling and I will be raising this with my credit card company to take this up on my behalf. DO NOT BUY direct from N&T (or at all if this is what they're like!)

I was in doubt about the refund for the dress which I returned from New Zealand to the UK due to the negative reviews here, but I was impressed with how quick they are in processing my refund back to my account. I was told by the Customer Service Team that it would take up 10 business to complete the refund, but it took only hours to get my refund right after they received my returned gown…. Before ordering, I had a few emails sent to them and they were always very quick in responding to all mỳ queries.They’ve deducted NZD30 on the paid value of the dress for using their DHL express return label and this is definitely fine for me! They deserve 10/10 or whatever is the highest score for the fantastic service. Thanks Needle and Thread! I wish you all the best!

Recently purchased a dress from the bridal range, it arrived promptly and is absolutely gorgeous. I purchased a UK size 18 and it fits, could do with a little give but I am happy it fits and looks lovely. For context I am a Uk size 16-18. A little on the pricey side but completely worth it, the packaging it came in was lovely though I wasn't a fan of the clear bag covering the box. Would order from them again.

Ordered two Tempest Ballerina dresses from this company for a wedding, absolutely gorgeous dresses but didn't quite fit and had to return them. Return process quick and painless with good communication from the company and was given a full refund for both shortly after the dresses arrived back to them. I was a little worried during the returns process as I checked here for reviews, but I can genuinely say it couldn't have been better on their end and would be happy to re order from them. The return label is already in the box and you can track it via ups at your end as well, would recommend taking a photo of the clothes and tracking before sending just in case of any difficulties with the post. We were very careful trying on the dresses and made sure not to be wearing perfume etc and took them off quickly when it was clear they didn't fit and sent back in original packaging and everything was fine. I would say that while the dresses were gorgeous and red carpet worthy, they were also cut a little small without much give - I ordered an 8 and a 12. For the 8 I found the bust and waist measurements were a little closer to a standard 6 than an 8. I also ordered a 12 and the measurements were a little on the small side too. I wouldn't size down. However, I would confidently re order from them again knowing that the returns process was really easy. Thanks for the great customer service 👍 Order 97657

Do not order. I purchased a dress for $700, it was too big so I immediately put it back in bag and DHL picked up next day. I was waiting for refund to purchase dress in smaller size but after 1 month, I contacted them through email and was told dress was damaged so no refund will be given, they sent me a photo of a ripped dress. Impossible, that was not my dress. Had to call credit card company and dispute charge.

High end prices, extremely disappointing service. I paid a lot of money but the order has not arrived. I have been on the phone with them and no solution has been offered. Charlie disconnected the call. I have written to the CEO.

Unfortunately I have lost my trust in this company. I have ordered 2 dresses almost 2 months ago and paid €750. I have still not received my parcel nor my money. I told Needle and Thread to return the parcel to themselves, that I don't need the dresses anymore but apparently they also don't have a good communication with the courier. As long as the courier doesn't confirm their request, they won't pay me back!! So not only didn't I receive the dresses on time for the event, I also lost loads of money by trusting this unreliable company! Stay away from them!!!! UPDATE: right after telling them that I will contact the CEO (which I did), I have received my refund and a compensation.

If I could have left no stars I certainly would have used that rating! Beware of purchasing from this so called high end company as customer service certainly is not! Purchased 4 dresses in two separate orders. I kept one and returned the remaining 3 using their returns service. The warehouse received the items the next day Friday 29th July and I received an email on Monday 1st Aug regarding my refund, however was surprised to see one of the dresses was not refunded. I contacted customer service via email raising this were I received a generic we will get back to you within 48 hours. So, not happy with this I called and asked why would all items especially the two items in the same parcel not be processed at the same time? I was informed that the dress might be in quality control for checking or quarantine. Since then 1/8/22 until today 10/8/22 the narrative was the above in response to the numerous emails I have been sending. However, today I have been accused of not returning one of the said dresses by Elizabeth, who is the customer service manager! I have been informed by her that I will have to wait until UPS have investigated the situation! To say I am disgusted is an understatement. I have taken legal advice regarding this and have sent yet another email. So, beware of purchasing from this company as you too may be accused of being a thief! One last thing I wish I had read reviews regarding customer service and returns before I made my purchase, The dress I kept is beautiful and if I hadn’t of worn it I would have certainly been returning it after this appalling accusation, however I think I would have not used their returns service after my experience!