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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Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Anna in Customer Service
I had some delays with my refund being processed which Anna in the team was super helpful in getting sorted quickly for me!
20. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Laura,
We're glad to hear that Anna from our Customer Service team was able to assist you effectively and resolve the issue quickly.
At Kaiia, we strive to provide our customers with timely and efficient service, and it's wonderful to know that Anna's support made a positive impact on your experience.
Thank you for choosing Kaiia!
Sam x
Vastaus yritykseltä Kaiia The Label
Hi Özgür,
Thank you for your feedback! We truly appreciate hearing from our valued customers. It’s wonderful to know that you consider us very good friends. At Kaiia, we strive to create a positive experience for all of our customers, and your kind words motivate us to continue doing our best.
Thank you for being a part of the Kaiia community!
Sarah x
Fab customer service
I had an issue with an order and contacted the company. I didn’t hold out much hope but I got a prompt response. The company followed up with me, provided updates and completed an investigation. It was all resolved in the end and Anna was fantastic. Excellent customer service and great quality hoodies too.
19. joulukuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Marie,
Thank you for taking the time to share your feedback regarding your recent experience with Kaiia. We are thrilled to hear that you received fab customer service and that your issue was resolved promptly.
It's wonderful to know that our team, particularly Anna, was able to assist you effectively throughout the process. We strive to provide timely updates and thorough investigations to ensure our customers feel supported at every step. Your satisfaction is our priority, and it’s gratifying to hear that we met your expectations.
Additionally, we appreciate your kind words about the quality of our hoodies. We take great pride in offering high-quality products and are glad they met your standards.
Thank you once again for your feedback and for choosing Kaiia.
Sarah x
Never ordering again
I placed this order on 2nd January, because the order has been sent in 3 separate deliveries I am liable for 3 custom admin charges of €17.85 as opposed to 1 of €5.95 had the order been shipped as one consignment.
Also the t shirts I ordered now on delivery LA978003888GB have only left the UK today 18/01. They were sent over for delivery on the 6th January! 2-3 days stated delivery time on website. Also don’t have the other items I ordered. Won’t be ordering from them again
Really not acceptable level of service.
***updated review***
Clearly this company is not getting the full picture. I’m well aware of custom charges, my issue is the fact they sent 2 tracksuit bottoms and 2 t shirts in 3 separate consignments making me liable for 3 separate customs admin charges. I’m aware customs need to be paid, however the admin charge should have been on 1 consignment and all items sent together. When this was brought to their attention firstly they stated the items couldn’t be sent together due to weight restrictions, 2 cropped t shirts and 2 tracksuit bottoms??? They then stated as a gesture the delivery charges would be partly refunded. I can confirm this was never done.
2. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Nicola,
I am sorry to hear about the issues you have encountered with your recent order and the associated customs charges. I understand how frustrating this situation can be, and I appreciate your patience as we work to address your concerns.
Due to weight restrictions, we occasionally need to ship overseas orders in separate packages. Unfortunately, this is beyond our control and these rules are set by our carrier partners. It's important to note that customs authorities usually treat multiple packages arriving simultaneously to the same recipient as a single consignment, aggregating their total value for customs purposes.
We strive to provide clear information regarding import rules and customs charges on our website. When making a purchase, we encourage our customers to familiarize themselves with the import regulations of their respective countries, as we are unable to estimate customs charges or circumvent these regulations. All customs charges are the responsibility of the customer.
If you have questions regarding your shipped/unshipped items and when you can expect delivery, please feel free to reach out to our support team at support@kaiiathelabel.com. They are more than happy to assist you further.
Thank you for your understanding,
Laura
Sent used , worn hoodie
Ordered a hoodie that I have wanted for a while as a christmas gift to myself . When the hoodie arrived the bag looked like it had been opened and resealed with cello tape . The hoodie inside was obviously used . The material was worn and the lettering was frayed . I contacted the company looking to return the hoodie and organise a replacement was offered a 20% refund and no offer of a return or replace. Contacted again expressing my need to return and replace and offered a 50% refund . I eventually had to contact TikTok to gain a full refund and only then when I told the company this did the offer to return and replace . Not only is it disgusting that they would send out a used item but the customer service I received was awful. I would never again shop with this company and would advise any one else to do the same .
24. joulukuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Krea,
We sincerely apologise for the inconvenience and disappointment you have experienced. Your feedback is incredibly important to us, and we take these matters very seriously.
It is completely unacceptable that you received a used item, and we fully understand how frustrating this must have been for you, especially since it was intended as a Christmas gift. At Kaiia, we strive to ensure that every product we send out meets our quality standards, and it is clear that we fell short in this instance. Please rest assured that we are committed to rectifying this situation promptly.
We also regret to hear about the difficulties you faced with our customer service team regarding your return and replacement request. It is our goal to provide a seamless and satisfactory resolution to all customer inquiries, and we are truly sorry that we did not meet your expectations in this case. I will certainly escalate this issue to our Customer Service Manager to ensure that we improve our processes and prevent similar situations from occurring in the future.
If you require any assistance with returning your order, please reply to this message with your order details, and we will prioritise your request for a return. We want to ensure that this matter is resolved to your satisfaction as quickly as possible.
I am sorry again for the inconvenience caused.
Sam
---------------------------------------------------------------------------------------------
Hi Krea,
Thank you for providing your order details.
I can see that our support team reached out to you via TikTok chat on 1st January regarding your return request. They offered you a free return label to facilitate the return of the item for a full refund. Additionally, offered a 20% discount voucher for your next order.
It appears that we have not yet received a response from you. To proceed with the return process and ensure you receive your refund, please reply to the message in the TikTok chat. Our team is ready to assist you further and make this process as smooth as possible.
We look forward to resolving this matter for you.
Sam
Outstanding Customer service team
I have found the customer service experience with Kaiia to be exceptional. Everyone I have spoken to has been extremely helpful and been able to answer all my queries. This is the first time I have used Kaiia and due to this I had questions about the fit of the clothes. Each query was answered quickly, this was perfect! I had an issue with one of the items I purchased and again the customer service experience has been brilliant. My problem was resolved by Lucy and Anna - thank you so much for your help! I will be a returning customer. Your customer service experience was outstanding - thank you!
12. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Charlotte,
Thank you for taking the time to share your feedback about your experience with Kaiia. We are thrilled to hear that you found our customer service to be exceptional!
It's wonderful to know that our team was able to assist you promptly with your queries regarding the fit of our clothing. We strive to provide quick and helpful responses to ensure our customers feel confident in their purchases.
We also appreciate your acknowledgment of Lucy and Anna for resolving the issue you encountered with one of your items. Our team is dedicated to ensuring that any concerns are addressed efficiently, and it’s rewarding to hear that they made a positive impact on your experience.
Thank you once again for your kind words and for choosing Kaiia, we look forward to serving you again!
Amy x
Easy, helpful and reassuring
Honestly my experience has been faultless. Since I made my enquiry regarding my missing parcel there has been constant communication, updates and reassurance that this would be resolved, I would definitely recommend this company to anyone else as they have made everything so easy and I cant wait to order again! Marie has been extra helpful!
15. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Abbie,
We are thrilled to hear that your experience has been nothing short of excellent.
We greatly appreciate your recommendation of Kaiia to others, and we are excited that you are looking forward to ordering again. We strive to make every interaction as seamless as possible, and it’s rewarding to hear that our efforts have made a positive impact on your experience.
A special thank you for acknowledging Marie's extra efforts; we will be sure to pass along your kind words to her.
Thank you once again for your support and for choosing Kaiia
Sarah x
lucy and marie
item did come faulty, emailed them they told me when it would come back in stock and gave me a discount thanks lucy and marie x
14. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
H Bella,
We sincerely apologize for the inconvenience caused by receiving a faulty item.
We appreciate your understanding and patience as we worked to resolve this issue. We're glad to hear that our team was able to provide you with information about when the item will be back in stock and offer you a discount.
Thank you for choosing Kaiia, we look forward to serving you again soon.
Amy x
Really good customer service
Really good customer service. Ordered a big order to the wrong house and Marie & Anna worked efficiently to amend my order and was dispatched after a day of ordering it after holding the order to sort the problem.
14. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Heidi,
We genuinely appreciate your kind words about our customer service team, and it’s always rewarding to hear when our efforts make a difference.
At Kaiia, we are committed to ensuring that our customers receive the highest level of service and satisfaction. It is heartening to know that our team was able to assist you effectively and turn your experience around.
Thank you once again for choosing Kaiia, we look forward to serving you again soon.
Laura x
The support after lost delivery
The support I received from the whole company especially Marie was exceptional after my order had been lost not once but twice! In the Royal Mail system over the Christmas period. Today I finally received the parcel with no stress or worry any part from contacting Kaiia and getting it resolved, very patient and understanding.
12. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Ben,
Thank you for taking the time to share your feedback regarding your recent experience with Public Desire. We are genuinely pleased to hear that you received exceptional support from our team, particularly from Marie, during the challenges you faced with your order.
We understand how frustrating it can be when a parcel is lost, especially during the busy holiday season. It is our priority to ensure that our customers feel supported and valued, and we are delighted that Marie was able to assist you effectively. Their patience and understanding truly reflect our commitment to customer satisfaction.
If you have any further questions or need assistance in the future, please do not hesitate to reach out. We are here to help and ensure your experience with us remains positive.
We appreciate your support and look forward to serving you again soon.
Sarah x
Excellent customer service.
After ordering I realised the delivery address was my old address however Kaiia's customer service responded promptly to confirm they could redirect the parcel. Very grateful it was sorted as it was a gift for my daughter.
10. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Kathryn,
Thank you for your feedback regarding your recent experience with Kaiia. We are thrilled to hear that our customer service team was able to assist you promptly with redirecting your parcel to the correct address.
We understand how important it is to ensure that gifts reach their intended recipients, especially when it comes to special occasions for loved ones. Your satisfaction is our top priority, and we are glad that we could help resolve the issue quickly.
We appreciate your support and look forward to serving you again soon.
Sarah x
Customer service !
Even though I wasn’t quite the product I was hoping for I had cannot fault the customer service! I was helped by Lucy who quickly responded to my concerns and also quickly sorted out the issue I had. Thank you Lucy for such a positive experience
10. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Beth,
Thank you for taking the time to share your feedback. We truly appreciate your kind words about our customer service team, especially regarding Lucy's assistance.
While we are sorry to hear that the product did not meet your expectations, we are delighted that Lucy was able to address your concerns promptly and effectively. Providing a positive experience for our customers is our top priority, and it's wonderful to know that we succeeded in this instance.
If there's anything further we can do to enhance your experience or if you have any additional feedback, please don't hesitate to reach out. We value your input and are always here to help.
Thank you for choosing Kaiia. We look forward to serving you again in the future.
Sam x
I ordered several tracksuits as Xmas…
I ordered several tracksuits as Xmas pressies this year - amazing quality - one tracksuit failed to turn up but message to customer services and speaking with Lucy and Anna a replacement was sent out without delay - amazing customer service thank u
9. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Claire,
Thank you for taking the time to share your feedback with us. We are delighted to hear that you chose our tracksuits as Christmas gifts this year and that you found the quality to be amazing.
We sincerely apologise for the inconvenience caused by the missing tracksuit. However, we are thrilled to know that our customer service team, specifically Lucy and Anna, were able to assist you promptly and arrange for a replacement without delay.
Thank you once again for your kind words and for choosing Kaiia.
Laura x
⭐️⭐️⭐️⭐️⭐️
⭐️⭐️⭐️⭐️⭐️
Amazing customer service!
I ordered a jumper which unfortunately was delivered by Royal Mail into my wheelie bin and was emptied before I realised 😩 I contacted Kaiia The Label and they were absolutely amazing from start to finish. They sorted the issue quickly and sent me a replacement with no hassle at all.
Customer service was so easy to deal with and genuinely second to none — a huge thank you to Marie who handled everything so professionally and kindly. Couldn’t fault the experience and I’ll definitely be ordering again 🤍
9. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Kerry,
Thank you for your feedback! We are thrilled to hear about your positive experience with our customer service team.
We understand how frustrating it can be when deliveries don’t go as planned, and we’re glad that we could assist you promptly after your jumper was accidentally disposed of. Our goal is to ensure that our customers receive their orders without hassle, and it’s wonderful to know that our team, especially Marie, was able to resolve your issue quickly and professionally.
Your satisfaction is incredibly important to us, and we appreciate your kind words about our service. We are committed to providing exceptional support, and it’s rewarding to hear that we met your expectations.
Thank you for choosing Kaiia and we look forward to serving you again in the future.
Sarah x
After ordering a jumper that I asked…
After ordering a jumper that I asked for next day delivery (it came 3 days late) it was left outside my house and stolen I ended ordering a replacement order and was told they would put it on a next day delivery and they still haven’t even shipped customer service not good they take to long to reply
9. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Kellie,
I sincerely apologise for the inconvenience you've experienced with your recent orders. I understand how frustrating it must be to have your jumper delivered late and then stolen, followed by delays with your replacement order.
I can confirm that our support team responded to your email yesterday, and a replacement order is scheduled to be dispatched today. You should expect delivery by tomorrow. We are committed to ensuring that you receive your order as swiftly as possible.
If you require any further assistance or have any additional questions, please do not hesitate to reach out. I am sorry once again for any inconvenience caused.
Laura
Refund
Marie replied really quickly during a busy time of the year and gave me options on whether I wanted a full refund or a partial refund. I went with the full refund and got my money transferred straight away. As much as I’m not happy about not getting the clothing I’m glad Marie was able to help and guide me through it. She was amazing!
9. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Lucy,
Thank you for your feedback regarding your recent experience with Kaiia. We truly appreciate you taking the time to share your thoughts.
We understand that it can be disappointing not to receive the clothing you ordered, especially during such a busy time of year. However, we are pleased to hear that Marie was able to assist you promptly and provide you with options for a full or partial refund. It’s important to us that our customers feel supported, and it sounds like Marie did an excellent job guiding you through the process.
Your satisfaction is our priority, and we are glad that you received your full refund quickly.
We value your business and hope to serve you better in the future.
Thank you for choosing Kaiia.
Sam x
Seam comes apart
My first order with them I wore once and washed it. The joggers have come apart at the seam already after one wash(I washed it in a cold wash along with other clothes) I am utterly disappointed I had high hopes for the quality when I got it. I emailed them regarding this showing them photos and they only offered me a 25% discount! I am appreciative of the fast reply I got however I said I have brought something from you and requested if I could have another pair sent out as I have paid over £28 for a pair of joggers that now have a hole In. then they come back and say we can off u a 40% discount? Disappointed with the outcome and I think they need to renew their complaint policy because people don’t want discount they want a replacement
8. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Emily
I want to extend my sincerest apologies for the inconvenience you've experienced with your joggers. It’s truly disappointing to learn that they have come apart at the seam after just one wash, especially when you had high expectations for their quality.
At Kaiia, we take great pride in the quality of our products and the satisfaction of our customers. It is our commitment to ensure that you are completely satisfied with your purchase. As such, you are entitled to a full refund for any item that is deemed faulty.
While we occasionally offer partial refunds for minor faults or defects, I completely understand your dissatisfaction with the partial refund offer.
In this case, I recommend returning the joggers for a full refund. We will cover all return postage costs to make this process as seamless as possible for you. If you require a free return label or assistance with the return process, please respond to the message from Trust Pilot with your order details. Once I have that information, I will promptly arrange for a free return label to be sent to you and provide any additional support you may need during the return process.
Thank you for your understanding and patience as we work to resolve this matter. Your satisfaction is our top priority, and I look forward to making this right for you.
Amy
Returns query- excellent staff!
Lucy from Kaiia the label was great! I had a query regarding a return, she absolutely understood me and attended to me as quickly as possible. Her responses were fast and helpful, thank you so much!
8. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Olvia,
Thank you for your feedback regarding your recent experience with our returns process. We are thrilled to hear that Lucy from Kaiia the label provided you with excellent service. It is always our goal to ensure that our customers feel understood and supported, especially when it comes to queries about returns.
We appreciate your recognition of her fast and helpful responses. Your satisfaction is very important to us, and we are committed to maintaining high standards of customer service.
Sarah x
Very satisfied
Very satisfied, they had very fast responses in working to resolve my solution. I am so happy it’s been resolved and this quickly.
8. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Candeece,
Thank you for taking the time to share your feedback with us. We are thrilled to hear that you are very satisfied with the service you received. Our team strives to provide fast and effective responses, and it’s wonderful to know that we were able to resolve your issue quickly.
Your satisfaction is our top priority, and we appreciate your kind words about our efforts.
Thank you for choosing Kaiia. We look forward to serving you again soon.
Laura x
customer service experience
Kaiia were very helpful with my problem! I had a missing item from my order - Marie handled my query and it was resolved in under 24 hours like they promise!! very happy with the service:)
8. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Kaiia The Label
Hi Ellie,
We are delighted to hear that our team, particularly Marie, was able to assist you effectively with your missing item issue.
At Kaiia, we strive to provide prompt and efficient service, and it’s wonderful to know that your query was resolved in under 24 hours, as promised.
Thank you for choosing Kaiia, and we look forward to serving you again soon.
Sam x
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