Paloma Wool Arvostelua 74

I've bought a lot of clothes from Paloma Wool because I love the style and the ethos. But despite the high price, the quality of the clothes is extremely low. Three pairs of trousers have stretched beyond recovery after just a few outings (around the knees, waist and butt); the stitching on a shirt came apart pretty much straight away; the washing instructions aren't correct and two items have completely faded; and a jumper is falling apart at the seams after a few weeks. The button on a pair of jeans fell off the first time I put them on. It's really disappointing because at first the clothes look great. They just don't hold up at all. I have two jackets and they seem to be more durable. The customer service in person is great - really friendly and helpful. But by email, it's not good unfortunately. As much as I love the clothes, I won't be buying from them anymore.

Beautiful collections and super fast 1 day delivery from Spain to the UK. DHL incorrectly charged me £90 tax in the confusion over Brexit and Paloma refunded me this within a few days as well as the postage for an exchange. Totally recommend - really fast and friendly customer service replies and I'm so happy with my items.

I bought the Orinocco trousers after saving up for ages and was so excited! The material feels great initially but my trousers have stretched so much that I can’t wear them anymore - the knees went really baggy and strange only after wearing them twice. I washed them on a cold gently wash and they still haven’t stretched back. They’re also quite itchy when sitting down/wearing for a while. Sadly I wouldn’t buy from here again although I love the style and ethos.

I ordered a package and also got the wrong package! they didn't organise a carrier to pick up, until I sent them an email that I'm not going to waste any of my time on their mistake! also the boots I ordered are not comfortable and not worth the quality vs price

They sent me the wrong item.I am seeing on here they ship the wrong item for other people too. How hard is it to check their items before they ship them ?

I ordered 5 pieces : the genya dress in blue, the genya dress in black, the Althea dress and some pants. I had to pay for a 2-3 day delivery, there was no other possibility. I got the order confirmation by e-mail and by PayPal.
Approximately a week after, I still hadn't got the dispatched e-mail confirmation and I had no news about my order (if there was a problem for example), so I wrote an e-mail and had to wait 2-3 days.
I learned that they didn't had the blue genya dress I paid for anymore. So I asked them to replace the blue dress by a second black dress. So here I am 3 weeks after I ordered, I finally got my package. However they sent it wrong : they forgot to put one black genya dress and put it out of the summary. So I have to contact them again to get a refund. Scandalous, they really have no respect of the consumer.

Very fast shipping! And the customer service were very quick to reply to my emails. The quality of the shoes is very good. Will order from them in the near future.

i have to share this review because due to the times i think the insensitivity of the brand and bad customer service is not one i would purchase from directly ever. turned off by the brands cold responses as whole. i ordered shoes back in early march 16th for my birthday waited may 28th due to covid to receive (which i had to follow up twice with the brand about and no one reached out directly too me). then once received the shoes didn't even fit. when i tried to return the cost for shipping was $250 for ups and $175 for usps (shoes cost $150). when i reached out i got a sad response of you are responsible for shipping and thats that. it seems like an easy way for the brand to get you to keep the item. either way i will be reselling them and that will be the last of my experience with paloma wool. i would discourage anyone from buying directly from this consumer unless you are in spain.

I hate doing this, but I have to warn others.

Cute clothes and style, however the quality is pretty mediocre compared to cost. Additionally, NEVER order directly from their website. I would say it's fine if you know you won't have to return the item, but I was sent 3 incorrect items and had to return any way.

The returns process is a literal nightmare if you're in the United States. First, they don't cover costs of return shipping to Spain. In my case, because the return reason was their fault they sent me a shipping label.

Additionally, it took a month and a half for the full returns process. My package was delivered by the courier according to my tracking number an entire week before they notified me that my package was returned. Essentially I had to float $400 to them while I waited a month for a refund of items I never received since what they sent me was not what I ordered.

Moral of the story, bad customer experience and service. Horrible returns policy. Disorganized shipment/warehouse. Mildly over-priced instagram clothes. If you do like one of their items, buy it from a trusted third party site like Need Supply or something.

Two stars as they did send me a return label because of the issue and their clothes are fun and trendy.

However, this company needs an inventory management and operations specialist to help them with their warehouse issues and a customer service lead who can connect with their shipping courier in order to provide accurate information to their customers. Could also do with a revised returns policy and offer free shipping / returns. Especially as they work through their returns process.

They have spent lots of time and funds on branding and instagram, they should probably focus a bit more on customer experience.

Great customer service and my package arrived very quickly - so happy with these beautiful quality items!

This is my second bad experience with Paloma wool. I am not one to write reviews, however this brand has really upset me.
The service is appalling - may as well not even have this option as they do not help.
I emailed after waiting eagerlt half a week for shipment, asking as it was obviously not shipped yet, if they were able to swap the size to small- but very clearly noted that if it was too late that was fine and I’d be happy with medium. The customer service then decides to cancel my order and initiate a refund, without even checking back with me. And they deliver this with a “you can reorder once the refund comes” *wink face* what kind of mockery is that. We cancelled your order ;) and sure I have another 200euros lying around to reorder while I wait for my refund within 30 days..
Now my friend won’t be getting her birthday present. And I don’t have money or time to buy something else. Really bad experience won’t even touch on the previous one but a word of advice- paloma wool does not care about their customers. They ain’t ethical.

Really disappointed with both quality and customer service. I bought a dress which had a clear fault in the design or tailoring. The dress’ fabric is elastane (dell’arte model, asymmetric midi dress with hip opening and side zipper) and it has a single zipper on the side from the bottom of the skirt up to the top, which was impossible to zip up by myself. I contacted customer service explaining the issue and asking for an exchange as I thought it could be just an issue on this specific dress and as I loved the design I wanted to get a new one. After returning it, they emailed me letting me know that the dress was sold out and they would not be making any more of this design. The day after I saw the dress in my size back in stock - clearly it was the dress I returned which was back on their website. So they totally ignored my feedback. Good design yes, but not practical to spend 130 euro on a dress that needs 2 people to zip up for a bad design, which I could have fixed taking it to a tailor to replace the zip, but their customer service would not even bother about the feedback provided and decided to put my dress back online.

I can't say anything about quality of their product and wouldn't do a review, but I feel this is all just a mockery. I contacted them multiple times on Instagram to ask if they'll restock their Libra in white. After almost a month they replied by mail, said they'll restock "this week". I was happy and decided to wait the restock! After a week I mailed them to ask if I need to wait longer - no problem for that. Two weeks later I mailed them again and - finally - the reply: they said they won't restock anymore. So now Libra won't restock, and Aries in white is sold out either (it wasn't!). Sorry, but you guys have to reconsider your customer care, more than just post pictures on your feeds.

First of all can we just appreciate all the thoughts that have gone into the beautiful design of the clothes, the website and even the packaging. I feel like in another universe when I see Paloma Wool’s design. And on top of that their customer service were quick, informative and nice and the shipping were perfect.