Fenella Smith Arvostelua 

The return process was timely and expensive. It cost me £30 to return.

Customs charges were not clearly communicated and were buried in the FAQ, unlike with other British companies. Shipping costs were already very high, and then the customs fees suddenly turned out to cost almost as much as the item itself.

I repeatedly tried to contact customer service, but never received any response.

Ordering was easy and delivery was super quick. The bag came beautifully wrapped in tissue paper and was placed in a sturdy cardboard box for protection. Loved the quality of the bag.

very easy to deal with via the website and prompt delivery

Love the dog treats jar.
Would like the cat mugs to be made again.

Beautiful backpack with lots of little great features. Also can use as a travel case’

Beautiful product. Quick delivery

would if I could give zero. I bought a small suitcase from them which has a 5 year warranty. There was a crack around the wheel area where there was clearly a weakness. There had been no impact to the case. They accused me potentially of overfilling!!!! How ridiculous. Anyway haven't stood by their warranty. Very disappointing. I will not be buying another case from them and would take caution if you're thinking of purchasing.

Reply to your comment below. You offered me 15% discount effectively on an already discounted case which equates to £10. You also commented no case has cracked before which i think is highly unlikely. I had this case 11 months which had been used half a dozen times and wasn't airline damaged as small case so hadnt gone in the hold or on a plane. The crack was around the wheel where there was clearly a weakness.

i had lost my wheel and my email was picked up by emma from customer services responded promptly , resolved my problem and did not have to !
i cannot believe that from 4 days sending a question, resulted in this fabulous woman not only responding but truly showing that a customer is valued beyond a purchase .
she sent me the colour matching and perfect wheel and i got to keep my gorgeous beloved suitcase .
i genuinely have never been so satisfied with a response this much .
miss Emma Macvarish is one in a million and every company should have an emma .
every consumer must only ever speak to lady’s like emma .
From the basic look , to its durability , to resolving an issue . fan of fenella smith

The bag was a perfect graduation gift for my daughter. She loved it and can’t wait to use it. Great next day delivery and super service.

On time delivery and the quality of the bag is top notch, I can't emphasise enough. Will definitely be buying again.

Fantastic customer service, and shipped quickly with no fuss or complaints, product is great quality and my wife loved her surprise!

Customer Service is 5*. Emma was amazing, helpful, patient, very kind and prompt replies to my emails.
Highly recommend Fenella Smith.

Really lovely toiletry bag, very well-made and a great size. I love the strawberry print too! Also, delivery was incredibly fast and the bag was really well packaged. Thank you!

Excellent customer service, you feel like they really care. Beautiful product; my daughter was thrilled. Thank you!

Honestly incredible. I sadly lost a wheel in transit and the customer service team are having one shipped out to me immediately just after I sent a few photos. Wow, super happy. Very friendly team. Also stunning cases, and I have used them a lot, they are normally super sturdy, excellent locks, beautiful lining. It’s nice that they feel secure AND I get to travel in style. So happy that the team behind them have been incredible too. Love love love xxx

The strap on my laptop bag broke - I emailed asking to purchase a replacement. I got a very quick reply to my email and was offered a replacement free of charge.

Amazing service and I am really grateful!

The service is so fast and so professional. I received my case within 2 days and I was so impressed with the packaging and presentation. By far my favourite suitcase I've ever owned!

I contacted customers services to see if I could purchase a replacement wheel for one our suitcases broken on a recent overseas trip.

She asked for model number etc which I didn't have but supplied photos of the said case and Emma said she would send us a replacement wheel free of charge.

Great service and quality suitcases from a first class retailer.

Thank you Emma and Fenella Smith

Very prompt delivery and impressive product