Hoxton Gal Arvostelua 

Do not use. I’m still waiting for a refund since January. They don’t reply and when they do they ask for information you have already given them.
Quality of goods is shocking.

Ordered some shorts through debenhams they arrived quickly but did not fit i returned them 3 weeks ago.Evri showing they've received the item back on the 5th February. I have emailed them 4 times with no reply or refund very poor customer service

I bought some items from Debenhams from Hoxton gal label. As I did not like the fitting I returned them weeks ago . When no refund came I emailed them

For last 4-5 weeks I am made to go round in circles for refund . Was asked to give order number , tracking number . After each was given there is gap of a week or so before you get reply . Then I get email saying they can’t find original order number. So I sent the email from Debenhams with whole order in it . .

Guess what I get email telling me how to return items !!!! So I had to reply that I returned them weeks ago . Now again I am asked tracking number . Funny enough it is same person dealing with it all . Still no refund !!!
Why is a reputable store like Debenhams keeping this brand . It is ruining their reputation as I never had problems before
After I received a reply on trust pilot I sent the details . Same person Mert replies saying order number is incorrect . Contact Debenhams !!!!! This was from 09/03/2026

It is very difficult to return an item to this place. It took Mert 3 weeks to reply to my emails asking for a returns code. When I finally returned my items it took 4 weeks for a refund and only 2 out of 6 items were refunded and my emails are being ignored. The clothes are also cheaply made and not of very good quality, which was my reason for returning the items. This is not a well known company, the items are sold through well known companies and it is not made very clear that you are purchasing items from Hoxton gal. Looking at the other reviews it is clear that this is a terrible company and it is ripping off customers.

Update… I have since emailed Hoxton Gal after they have replied to this post, and surprise surprise they are ignoring me.

Terrible non-existant customer services. This was advertised under the Wallis website as Hoxton Gal but when you want to return an item there is no contact number you just have to email another company called dbz and their email is another name entirely 'mert fashion'. If you try to contact Wallis directly you can't if your laptop isn't Ios 11 compliant. There's an alternative messenger link but you can't get into it unless you already have log in details for it. So basically no way to contact anyone other than this 'mert' email which so far hasn't replied to several emails. The quality of the clothing is appalling, cheap sweat shop crap. The items were reduced in a sale but even then were overpriced. I can't believe anyone would pay the full price for these clothes, around £80 to over £100 for flimsy badly made rubbish. Presumably they make their money by making it impossible for you to return the goods for a refund. Why is there no Hoxton gal contact number? Surely this is against trading standards in the UK, we are meant to have clear channels to make complaints and get refunds. Avoid!

Terrible experience. I ordered a navy blue top and a dress but received a black top and a white top instead. The white top was defective as well. Completely different items from what was advertised on the website. Called seller he admit his mistake but ignored me even after sending email twice to arrange return. Very disappointed and would not recommend.

I've attempted to contact this company to arrange a return as they state and have made no attempt to respond.

Items to return from the order UK1125752281

Product code / SKU : M5063874024218

I thought I ordered from boohoo because I didn’t realise I was buying through a third party seller. I didn’t like the top because the quality was absolutely awful. I had to wait a while for Mert (the company owner) to reply to me with a returns code (there is no other way to do a return, you have to email the company). When I returned it I accidentally added an expensive top that I was meant to return to another company into my parcel. Mert confirmed that they have the additional item but refused to return it although I have said I will pay for the return shipping. I have emailed every day and he is now ignoring my emails. So I have now missed the return date for that item and Mert won’t send it back to me. I realise it was my mistake but I don’t understand why he won’t return it to me after confirming it is in his possession.

the product is nice and the delivery was fast.”

Item was of good quality HOWEVER, not true to size, I try to contact Debenhams to arrange a return, but been advised I need to contact Hoxton Gal directly, which I have done at least twice, but not received any response. The more they don't respond, the later it is to even return to the item! This is not the end of my investigation. Do not use this "company" at all cost.

UPDATE: 27.01.2026
Received my order but the clothes didn't fit. I contacted "Hoxton Gal" which is the brand as per the Debenhams returns portal, and received no communication for a long time. Eventually, Hoxton Gal (bearing in mind, the longer they leave it, the closer it gets to the returns deadline), they provided me with a Royal Mail returns label which I then arranged. Tracking number I have proves it was delivered back to them on 09.01.2026. It is now 27.01.2026 and there is no refund! I have returned it in time, but they have made it extremely hard for customers to return. I contacted Hoxton Gal a number of times about the refund process and they said they had completed the refund process, but yet, no refund. I asked them when was the refund issued and when will it likely get back into my account, and they are now saying, contact Debenhams for refunds. Now, Debenhams have no telephone number, they have an email address, which i have emailed numerous times. They have Facebook messenger which I don't have. This is utterly ridiculous and downright robbery!

Advice for anyone ordering from Debenhams OR Hoxton Gal - just don't bother. It's far more hassle than It's worth. Clearly they are making it as hard as possible for customers to get help, and quite frankly I am taking my business elsewhere where it will be valued and appreciated.

UPDATE 02/02/2026
Received email from Debenhams on 01/02/2026 saying they aren't issuing a refund because Hoxton Gal told them the item is not in a condition to be resold and has visible tears which is nonsense. I tried it on for size ONCE, repacked it and sent it back. Please note - Hoxton Gal told me prior to Debenhams email yesterday, that the refund process was completed.

BOTH COMPANIES ARE A FRAUD. DO NOT BUY

Fabulous Top, so different to what you would get in the shops.
Very stylish and lovely cut.
I would love more in different colours especially Pink💕

Great customer service! The team was friendly, patient, and very helpful. My issue was resolved quickly and professionally. Thank you!”

Lovely jumper, great quality, unfortunately too large for a Small size. Emailed the team about a return and had a response super quickly with all of the necessary return details.

Very poor customer service. I made a purchase through the Debenhams website from Hoxton Gal and, after encountering an issue, contacted them several times. They never replied. No support, no updates, nothing. They’re quick to take your money but impossible to reach when you need any help. I wouldn’t recommend them.

Unfortunately had to return the jumper I order as it was on the large side. Fantastically quick response from this company with advice and label n how to return it. Thank you Dawn.

I have returned my item and I am still waiting for my refund. I have sent many emails askimg for refund. I just keep getting email saying give your order references. Which I have so many times. Will not be ever buying from them again. Avoid

Thank you Mert for all your help. Return all done!You was a great help!

I bought two items from Hoxton Gal through Debenhams. One was absolutely perfect—stylish, well-made, and true to size. Unfortunately, I had to return the second item due to sizing, and that’s where things got tricky.
The return process was frustrating, but the issue was clearly with Debenhams' marketplace system, not Hoxton Gal. Thankfully, Hoxton Gal’s customer service was fantastic—quick to respond, helpful, and genuinely committed to resolving the issue.
Despite the hiccup, I’d definitely shop with Hoxton Gal again. Just a heads-up: if you’re buying through a marketplace, returns might not be as smooth. Direct purchase might be the better route!

Good quality 🙏🏼 Thank you