The clothes are amazing, although there is wear very quick they still look fabulous. My questions were answered very politely and with an understanding over email. I would definitely recommend this b... Näytä lisää
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Katso, mitä arvostelun kirjoittajat sanovat
Kaiia is an absolute amazing brand, there clothes are amazing quality and they make me feel so confident and comfortable when I’m wearing the clothes. Their customer service is also amazing you get qu... Näytä lisää
Yritys on vastannut
Very helpful team, quick shipping and very quick delivery, Clothes are amazing quality and soooo comfy and look lovely on! The hoodies and the joggers are my daily outfits I have a big collection... Näytä lisää
Yritys on vastannut
I was really excited to buy a tracksuit from these guys, I ordered next day delivery which didn’t even turn up on time 2 days late. Then I wear the tracksuit for under 2 hours and both zips broke on t... Näytä lisää
Yritys on vastannut
Yrityksen tiedot
Yrityksen kirjoittama
Designed exclusively in the UK, KAIIA was born to inspire and deliver an elevated approach to fashion-forward street style for the modern, urban, cool-girl. With a laid back edge at the core, KAIIA THE LABEL is on a mission to make young women feel empowered through a curated wardrobe that provides wardrobe staples with a fearless edge and a subtle sexy aesthetic, no matter what shape or size. Elevation is our ethos. #WEAREKAIIA
Yhteystiedot
Yhdistynyt kuningaskunta
- support@kaiiathelabel.com
- kaiiathelabel.com
4,3
Erinomainen
1 t. arvostelua
On vastannut 98 %: iin saamistaan huonoista arvosteluista
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Love kaiia as a brand
Love kaiia as a brand, purchase off TikTok and the website. Good quality and always bringing out new products. If you ever need to return an item it’s very easy to do and refund process very straightforward. Highly recommend
16. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Serena,
Thank you for your wonderful feedback! We are thrilled to hear that you love Kaiia as a brand and appreciate the quality of our products. It's great to know that your shopping experiences on TikTok and our website have been positive, and that you find our return and refund process straightforward.
We are committed to continuously bringing you new and exciting products, and your recommendation means a lot to us. If you ever have any questions or need assistance in the future, please do not hesitate to reach out. Your satisfaction is our top priority, and we look forward to serving you again soon!
Laura x
Love
Have got quite a few things from kaiia the label and got another delivery today and as always, love it. Every order I’ve made has always been delivered quick and the clothes are comfy and fit perfect. Will definitely be ordering more stuff again.
16. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Samantha,
Thank you for taking the time to share your wonderful feedback! We are thrilled to hear that you have consistently enjoyed your purchases from Kaiia the Label. It’s fantastic to know that your recent delivery met your expectations and that you find our clothing both comfortable and perfectly fitting.
At Kaiia, we strive to provide quick delivery and high-quality products, so it’s rewarding to hear that we are succeeding in these areas. Your satisfaction is our top priority, and we are excited to have you as a valued customer.
We look forward to serving you again in the future!
Amy x
Love this brand
Love this brand, honestly got the most comfort tracksuit! Good quality!
16. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Amie,
Thank you for your wonderful feedback! We are thrilled to hear that you love our brand and find our tracksuits to be the most comfortable. Quality is a top priority for us at Kaiia, and it’s rewarding to know that our efforts are appreciated.
Thank you once again for your support!
Sarah x
The different colours are amazing I…
The different colours are amazing I like pink lilac dusky white colours and this brand offers them the material is comfortable and everything definitely recommend it
15. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Laura,
Thank you for your wonderful feedback! We're thrilled to hear that you love the variety of colours we offer, especially the pink, lilac, and dusky white shades. It's great to know that you find our materials comfortable as well.
Your recommendation means a lot to us, and we appreciate you taking the time to share your experience. If you have any further questions or need assistance, please feel free to reach out. We look forward to serving you again at Kaiia.
Sam x
Holy grail of hoodies
Amazing! I live in kaiia hoodies! Sooo comfortable and good quality :)
11. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Chloe,
Thank you so much for your wonderful feedback! We're thrilled to hear that you love our Kaiia hoodies. Comfort and quality are our top priorities, and it's great to know that we’ve met your expectations.
We appreciate your support and hope you continue to enjoy your purchases from Kaiia!
Sarah x
Great quality and great service from a…
Great quality and great service from a great brand
16. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Stephen,
Thank you for your wonderful feedback! We are thrilled to hear that you had a positive experience with Kaiia.
At Kaiia, we strive to provide our customers with top-notch quality and exceptional service, and it’s gratifying to know that we met your expectations. Your support means a lot to us, and we look forward to serving you again in the future.
Thank you once again for being a valued customer!
Amy x
Impressive Customer Service
Amy dealt with my query from start to finish, with several emails going back and forth. Very helpful to have the continuity of the same advisor each time. She was as helpful as she could be, within the policies of the company. She was quick and efficient and actually listened, acknowledging all my concerns about the marked top I had received and assuring me this would be taken seriously. Thank you Amy!
16. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Katie,
Thank you for your thoughtful feedback regarding your recent experience with Amy. We are delighted to hear that she was able to assist you effectively from start to finish. Continuity in communication is essential, and we are pleased that Amy's support made a positive impact on your experience.
It’s great to know that she listened to your concerns about the marked top you received and assured you that your feedback would be taken seriously. At Kaiia, we strive to provide quick and efficient service while adhering to our company policies, and it sounds like Amy exemplified these values.
We appreciate your support and look forward to serving you again in the future.
Thank you once again for taking the time to share your experience!
Sarah x
I love Kaiia the quality is unreal and…
I love Kaiia the quality is unreal and the comfiest to wear. All true to size and couldn’t be happier!!
16. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Skye,
Thank you for your wonderful feedback! We are thrilled to hear that you love your Kaiia items and that you find the quality to be exceptional. Comfort and fit are our top priorities, and it's great to know that our products are true to size and meet your expectations.
We appreciate your support and look forward to serving you again soon!
Sarah x
Tracksuits Lovely tracksuits and always amazing…
Lovely tracksuits and always amazing quality
4. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Millie,
Thank you for your wonderful feedback! We're thrilled to hear that you love our tracksuits and appreciate the quality we strive to deliver at Kaiia. Your satisfaction is our top priority, and it's always rewarding to know that our efforts resonate with our customers. If you have any further comments or suggestions, please feel free to share. We look forward to serving you again soon!
Amy x
my favourite brand right now
my favourite brand right now. Always bringing out new clothes designs and colours, so comfortable and the sizing is great because there is plenty of room and can even size down if needed. Love Kaiia
18. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Michelle,
Thank you for your wonderful feedback! We are thrilled to hear that you consider Kaiia to be your favourite brand.
It's fantastic to know that you appreciate our commitment to bringing out new designs and colours. We strive to create comfortable clothing that fits well, and we’re glad to hear that our sizing options work for you.
Thank you for being a valued customer, and we look forward to continuing to provide you with stylish and comfortable options!
Sam x
Good dealt with a refund with anna she…
Good dealt with a refund with anna she was very nice about it and hopefully i get my money back soon.
15. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Erin,
Thank you for your feedback regarding your recent experience with Anna. We're glad to hear that she was able to assist you in processing your refund and that you found her to be very nice.
We understand how important it is to receive your money back promptly, and we are committed to ensuring that your refund is processed as quickly as possible. If you have any further questions or need additional assistance, please don't hesitate to reach out.
Thank you for choosing Kaiia, and we appreciate your patience during this process.
Sarah x
The worst customer service
The worst customer service I’ve ever experienced. After wearing and washing my hoodie just once, I noticed a hole had appeared. I emailed the company with a photo of the defect and asked for a replacement. Instead, they told me they would only issue a refund once they had received the faulty hoodie back, meaning I had to go through the hassle of sending it back first and then ordering another one myself.
After finally getting my refund, I ordered the same hoodie again and waited for it to be delivered. When it arrived, I was shocked to find that they had literally sent me back the exact same hoodie I had returned. It had the same hole in the same place and even smelled like my washing powder. The only difference was that the tag had been put back on!
When I contacted them again about this, they still insisted that the only solution was for me to send the hoodie back yet again and wait for another refund or replacement, after already wasting so much time dealing with this issue.
Poor customer service. I won’t be buying from this company again.
13. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Ellie,
I sincerely apologise for the frustration and inconvenience you have encountered regarding your hoodie. Your feedback is important to us, and I want to ensure we address your concerns effectively.
It is unacceptable that you received a defective item back after returning your original hoodie. We strive to provide high-quality products and exceptional customer service, and I regret that we fell short in this instance.
To resolve this matter as quickly as possible, I kindly ask that you reply to the message from Trust Pilot with your order details. This information will allow us to investigate the issue further and work towards a satisfactory resolution for you.
Thank you for your understanding and patience in this matter. We are committed to making this right for you.
Amy
Excellent customer service
Excellent customer service, replied to query very quickly and also product was delivered in no time.
Will be back
Thanks
14. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Christopher,
Thank you for your wonderful feedback! We are thrilled to hear that you experienced excellent customer service and that your product was delivered promptly. At Kaiia, we strive to provide our customers with the best possible experience, and it’s rewarding to know that we met your expectations.
Your satisfaction is our top priority, and we appreciate your support. We look forward to serving you again in the future.
Thank you once again for choosing Kaiia!
Laura x
I recently found this site so pleased I…
I recently found this site so pleased I did ,excellent quality items,excellent fit,Better than any others I've had similar. I ordered a white hoody my goodness it's really beautiful. I'm 69 and I love fashion.This is a wonderful item to add to my dressing room.Definatley will be placing more orders.also had next day delivery. Thank you so much x
12. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi,
Thank you so much for your wonderful feedback! We are thrilled to hear that you recently discovered Kaiia and that you are pleased with your shopping experience.
It's fantastic to know that you found our items to be of excellent quality and fit. We take great pride in providing stylish options that cater to all fashion enthusiasts, regardless of age. Your satisfaction is our top priority, and we are delighted that the white hoodie you ordered exceeded your expectations.
We look forward to serving you again in the future,
Sam x
I had a query which was dealt with…professionally with an immediate response. Thanks to Marie.
I had a query which was dealt with incredibly quickly thanks to Marie
9. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Joyce,
Thank you for taking the time to share your feedback with us. We are delighted to hear that your query was handled so professionally and promptly by Marie. At Kaiia, we strive to provide our customers with exceptional service, and it’s wonderful to know that we met your expectations.
Thank you for choosing Kaiia.
Sarah x
Extremely disappointing experience.
Extremely disappointing experience.
To begin with, the company sent me the wrong order, which was already frustrating enough. I then followed their returns process and sent the items back together in one parcel. The parcel was weighed and processed at the post office at the time of sending.
Now they are claiming that they have only received one item and are refusing to issue the full refund. As a customer who followed the correct process, it is incredibly frustrating to have this implied and to be left chasing a refund that should have been straightforward.
Customer service has not been helpful in resolving the issue and instead continues to suggest that only part of the return was received. The shipment details, including the parcel weight recorded at the post office, can be verified.
Overall, a very poor experience from start to finish — incorrect order sent, followed by issues with the return and refund process. I will not be purchasing from this company again.
7. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi,
We sincerely apologise for the disappointment and frustration you have encountered with your recent order and the subsequent return process. Your feedback is invaluable, and we want to address your concerns thoroughly.
We understand how upsetting it must be to receive the wrong order initially, and we appreciate your efforts in following our returns process. It is our goal to ensure that our customers have a seamless experience, and we regret that we have fallen short in this instance.
Regarding the issue with your return, we take claims of missing items very seriously. We would like to investigate this matter further to ensure that you receive the full refund you are entitled to. Please can you kindly reply to the message from Trust pilot and provide us with your order details.
Once we have this information, we will work diligently to resolve the issue. We appreciate your patience as we work to resolve this matter.
Sam
Returned item and still waiting – company has both the item and my money
FURTHER UPDATE:I have still not received the returned item, despite being told that it had been arranged and would be delivered to me.
This means that at present, Kaiia have both the item and my money, while continuing to refuse a refund on the basis that the item was “worn” — a claim I strongly dispute.
I am left questioning how this situation can be justified, particularly when I have not even been provided with the item back.
This is now the second time I have returned an item after only briefly trying it on indoors, and on both occasions I have been given the same explanation for refusing a refund.
Having experienced this twice under almost identical circumstances raises serious concerns about how returns are being assessed.
Under the Consumer Contracts Regulations 2013, customers are entitled to try on items to assess fit. In my case, that is all that was done.
Based on this experience, I would strongly encourage others to think carefully before purchasing if there is any possibility they may need to return an item as from my experience the customer may be refused the refund and also not get the item back.
UPDATE: I have realised this is now the second time I have attempted to return an item to Kaiia and been told there was a “mark” or “stain” despite the item only being briefly tried on indoors.
On both occasions the items were simply tried on to check the fit and returned promptly. No other retailer I have purchased from has ever made this claim when returning items under the same circumstances.
Seeing the exact same outcome twice raises serious concerns about how returns are being assessed.
At present Kaiia still retain both the returned item and my payment while continuing to refuse the refund.
Two returns, the same explanation, and the same refusal.
They currently have both the top I returned and my money.
When the same explanation is used twice and the refund is refused while the company retains both the returned item and the customer’s payment, it raises questions about who ultimately benefits from this outcome.
Having now experienced the same situation twice under almost identical circumstances, it is difficult not to question whether this is an isolated situation or part of a wider pattern in how returns are handled.
The fact that the same explanation has now been used twice when returning items that were only briefly tried on indoors raises serious questions about whether this approach to refusing refunds would withstand independent consumer scrutiny.
Situations like this risk creating a misleading impression for customers who reasonably expect that items briefly tried on indoors and returned promptly will be assessed fairly.
I would strongly advise people to think carefully before purchasing from Kaiia based on my recent experience.
I returned a Kaiia Studio Oversized Sweatshirt that had only been briefly tried on indoors to check the fit. The item was returned promptly and in the same condition it was received.
Kaiia refused to issue a refund claiming the item was “worn.” I formally disputed this and explained that under the Consumer Contracts Regulations 2013, customers are entitled to handle and try on clothing purchased online in the same way they would reasonably be able to in a physical shop in order to assess fit and suitability.
Customer service advised that my complaint would be escalated to a manager and that I would be kept updated. However, after waiting beyond the timeframe I allowed for resolution, I did not receive the promised update.
I was also told that the item could be returned to me free of charge, but this has still not been arranged. At present, Kaiia have both my payment and the returned item, and my recent emails requesting an update have gone unanswered.
What I find most concerning is that despite raising a formal complaint and allowing a reasonable timeframe for resolution, the matter remains unresolved. As a result, I have had to seek advice from Citizens Advice and initiate a chargeback through my bank in order to recover my money.
Based on this experience, I would strongly recommend that customers carefully consider the potential risks involved with returning items, as my experience suggests that even when items are returned promptly after a brief try-on, obtaining a refund may not be straightforward.
24. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Jo,
Thank you for reaching out and sharing your feedback with us. We sincerely apologise for any frustration this situation has caused you.
Our team has already replied to your email to provide an update. As explained, the item was assessed by our returns team and was determined to have been returned worn, which unfortunately means it does not meet our returns policy requirements for a refund.
In light of your circumstances, we have arranged for the item to be returned to you at no additional cost. This process has already been organised, and you can expect delivery very soon.
We appreciate you taking the time to share your feedback, and if you have any further queries, please feel free to reply to our email and our team will be happy to assist.
Sarah x
Reasponded in a timely manner from…
Reasponded in a timely manner from start to finish.
Resolved issue quite quickly
Clothes are great quality and accurate sizing. Would buy again from here
23. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Ann,
Thank you for your feedback. We are thrilled to hear that you had a positive experience with us.
We pride ourselves on our timely responses and are glad to know that your issue was resolved quickly.
It's wonderful to hear that you are satisfied with the quality of our clothes and that the sizing was accurate for you.
We look forward to serving you again in the future.
Amy x
Amy at kaiia was fabulous
Amy at kaiia was fabulous. Knowledgeable, polite and very helpful. Thankyou so much I will be shopping with this brand again in the future.
1. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Kay,
Thank you for taking the time to share your positive experience with us. We're thrilled to hear that Amy provided you with exceptional service. Her knowledge, politeness, and helpfulness truly reflect our commitment to customer satisfaction.
At Kaiia, we strive to create memorable shopping experiences, and it's wonderful to know that you felt valued during your interaction. Your feedback is invaluable to us, and we will make sure to pass along your kind words to Amy.
We look forward to serving you again in the future.
Laura x
Excellent and fast responses to my e…
Excellent and fast responses to my e mails when I had a problem returning an item. Thanks to Anna and Amy who helped resolve my issue quickly.
Will shop from here again.
28. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Vicki,
Thank you for taking the time to share your feedback with us. We are thrilled to hear that you had an excellent experience with our customer service team, particularly with Anna and Amy, who were able to assist you promptly with your return.
At Kaiia, we strive to ensure that our customers receive the highest level of service, and it is rewarding to know that we met your expectations. Your satisfaction is our priority, and we appreciate your kind words about our fast response times.
We look forward to serving you again in the future.
Sam x
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