Sophia Webster Arvostelua 

Fantastic customer care. Really felt looked after….. got the perfect shoes! Would recommend.

The team are really amazing, Rebecca and fola in customer service really helped me out with the getting my partners dream wedding shoes. Really friendly, professional. Order came really quick, shoes are amazing.

Big thank you to Rebecca

I messaged the team with a question.
Rebecca was so helpful and kind.
Thank you again 👍

My DREAM shoes!!! Had a bit of a mix up with my order but customer service was so helpful. Thank you so much Fola :)

I own numerous pairs of Sophia Webster shoes and have supported the company for years. However, this latest experience has left a horrible taste in my mouth, and unfortunately, I will never purchase from the company again.

I ordered a pair of Vanessa mules on 2 August and received them on 4 August. As soon as I opened the package, I could see without even needing to try them on, that they ran far too small. I paid for the return that same day and posted the shoes on 5 August. Royal Mail tracking confirmed that they were delivered back to Sophia Webster on 7 August.

I allowed the full 14-day processing period stated in the company’s returns policy, but no refund was issued. I then raised a dispute with my bank. A further 10 days have now passed, and as of 31s do August my bank has confirmed that Sophia Webster has not responded to the dispute either.

Like other recent reviewers, I am left wondering whether the company is experiencing financial difficulties, as withholding customers’ money and failing to respond can be a worrying sign. Whatever the reason, this is completely unacceptable.

I would strongly advise customers to exercise caution when purchasing, particularly if there is any possibility that an item may need to be returned. Based on my experience, you may face significant difficulty getting your money back. This is a breach of distance selling regulations.

Beautiful and innovative designs, I always receive compliments when wearing my Sophia’s!! The sneakers are the most comfortable and stylish looking on the market and quality is very good. Fast shipping too (I’m in the uk). Thank you xx

Scammers , they have not refunded my money back after return. Please avoid them at all cost. I am taking legal action against them to get my money back.

Was confusing about sizing and Rebecca and her team went out of their way to help! A breath of fresh air in this day and age! Thank you so much

If I could give zero stars, I would. While I love this designer’s shoe style, the quality doesn’t live up to the price. My first pair of shoes I ordered for my wedding were too big, so I shipped them back. Mind you, I was charged $20 to send them back. Fine. I ordered the next pair in a smaller size, and was horrified at the quality and messy placement of the rhinestones on the heels—the main focus of the shoe.

I emailed photo proof, AND did the “live chat” with customer service and still haven’t received any response after several days. To make matters worse, my first return I can see was delivered (and signed for!) but still no refund or acknowledgment of receipt. So I’m out over $1200 for two pairs of shoes I can’t wear :) Guess I will have to file a dispute with my bank to get a resolution. Thanks a lot Sophia!

Extremely disappointing experience. I would strongly advise international customers to think twice before ordering from Sophia Webster.
I placed an order for two pairs of shoes for €574.85, including €20 shipping, to Germany.
I was aware that customs and import charges could apply. However, what I was not expecting was a demand for an additional €227.90. That is almost 40% of the purchase price.
My biggest issue is not simply that import charges exist. It is the complete lack of transparency about the potential amount. A warning that customs charges “may apply” does not give a customer any meaningful idea that they could suddenly be charged another €227.90 on a €574.85 order.
I immediately cancelled the order and formally exercised my right of withdrawal.

What makes this even worse is the customer service. It is extremely difficult to get in touch with Sophia Webster. I have sent emails and urgently need clarification, yet getting a response is incredibly difficult. When a customer is facing an unexpected additional charge of €227.90, this level of customer service for a „luxury brand“ is simply unacceptable.

For a luxury brand charging hundreds of euros for a pair of shoes, I expect transparency, accessible customer service and clear information about the real cost of an international purchase.
At this point, I am still waiting for confirmation that my cancelled order will be fully refunded.

My ADVICE to anyone ordering from outside the UK: BE CAREFULL!!
Very disappointing experience and absolutely not the level of customer service I would expect from a luxury brand.

Aus customer, buyer beware if you require their customer service it doesn’t go well. I ordered a sneaker style and got a pair of heels instead even though my order was for the sneakers and it said so on the delivery box. I contacted them straight away via the messenger thing on their website on the 3rd August. Understand their is time difference but I didn’t hear from them for 5 days, I wrongly assumed someone getting the incorrect order warranted a pretty quick response. When I did get one I was told I shouldn’t have messaged more than once as it puts my message further down the list and also they were busy due sale period, no where did it say that on either on their website that I could find or on the automated response I got - hot tip put it there. Then I had to follow up on the DHL slip to send the wrong shoes back as it wasn’t attached. Then you have to figure out how to process the return yourself. Ended up just going to an DHL office. And then I was verbatim asked: Please could you provide us with your proof of return receipt so we can process your replacement order. Even though they would have been notified that DHL created a shipment as it is under their account. The whole process has felt like I am the problem or I am doing something wrong when the company sent me the wrong shoes in the first place. Also to date I don’t have the shoes I paid for and have returned the others. I am out $440. Update received the shoes 24th took almost a month to resolve as issue that I was at no fault of making in the first place.

First time ordering from Sophie Webster, and sadly, I’m not impressed. I ordered a pair of shoes over a week ago and received an order confirmation, but despite several emails, I’ve had no response or update on when they’ll be dispatched. It’s now concerning that I’ve paid for goods I may not receive. Even more concerning others have mentioned the same thing in their below reviews. Wish I had read them before ordering. Next step contacting my credit card company. Such a shame, as the shoes look great and I would have happily ordered again. Sadly, a customer lost.

I’m really pleased with my experience. I absolutely love my shoes, and the customer service was excellent too. The company kindly refunded me the difference in price, which I really appreciated.
Everything was handled quickly, professionally, and with no hassle. I’m very happy with my purchase and would definitely recommend them. Thank you for the wonderful service!

Do not ever buy from this company! I bought three pairs of shoes and am still waiting for a refund on one pair bought over 2 months ago in June 2026! I have reached out to customer services several times only to be ignored. I have sent proof of tracking and even sent an email with proof of receipt at their warehouse as they claim to not be able to find the shoes! They ignore emails and take weeks to reply! Disgusting customer service! Ridiculous lengthy refund process and badly fitting shoes! I wish I hadn’t bothered! Terrible experience!

I have been a customer of Sophia Webster for some time, and this is not my first order. Unfortunately, this has been my most disappointing experience.

I waited for the sale to purchase a pair of shoes because they are a luxury item and a significant investment. I successfully placed my order and also paid extra for DHL shipping, expecting the total cost at checkout to be the final amount.
To my surprise, after my order was shipped, DHL contacted me requesting an additional payment of EUR 112.57 for taxes and duties before the package could be delivered. The sale price became meaningless once these unexpected costs were added. As a customer, I felt deceived and very disappointed. I hope Sophia Webster improves the clarity of its pricing since first of all they are ruining their business and second customers do not encounter the same unpleasant surprise.

Ordered shoes for my sister to wear on her wedding day as my gift to her. Within 3 hours of wearing them we noticed all the glitzy beads had fallen off the heel.
I contacted customer services who offered me a £15 voucher and admitted that the shoes were clearly faulty. Not good enough.
They told me that they had no means of repairing the shoes despite offering a warranty on them.
Everytime I contacted I got someone new reply with a whole new option, £150 voucher, send me the beads to get them repaired and then they finally offered me a full refund - which I emailed back and accepted.
I was then told they don’t offer refunds and to send them the shoes for repair.
ANOTHER PERSON, ANOTHER OPTION.
What is true? And what is the policy?

I sent them the screenshot of the offer of a refund so they then had to honour this. Sophia Webster then arranged a courier to collect the shoes.
Over a week after they had received the shoes I emailed again asking about my refund, to which they said they never received the shoes and would have to open an investigation with the courier. So I sent them the picture the courier had given me of my parcel in their reception.
They said it was a system error on their end and it was never logged that the parcel had been returned.
They said the refund would be immediately actioned and I would get it in 5 working days. No refund appeared. So I emailed again. The refund was never processed due to “policy” so they would need to do a manual bank transfer.

That transfer has taken 1 MONTH! A whole month of them having the item and my money.
It finally arrived today.

It’s taken 5 weeks and over 25 sent emails to get the faulty shoes refunded.

It’s safe to say that I would NEVER purchase from this company again. Poor product quality, poor customer service.

Don’t bother. By another brand!

The shoes are shoes are sparkly and magical, but what really impresses me is the company.
Unfortunately my buckle broke (not the companies fault). I emailed them, and I could not believe it when not only did they send me a replacement, but they did so at no charge to me (not even for the shipping). I am so grateful, AND I am loving the shoes.

Experiencia de compra y atención al cliente muy buena!
Quería comprar unos pendientes de mariposa para mi novia. Vi las reseñas que tenía la empresa y al principio desconfiaba hasta que les escribí un email para contactarles.
La mánager Leanne me respondió rápidamente diciendo que habían tenido unos problemas anteriormente con las devoluciones pero que ya estaba resuelto. También me dijo que si hacía el pedido ella misma se encargaría de que me llegase a casa. Así ocurrió, los pendientes me llegaron a casa perfectamente. Son tal cual aparecen en las fotos de la web. A mi novia le han encantado.
Para mí Sophia Wester 100% recomendable y muy pendientes de que llegase mi pedido.
Volveré a comprar

Purchased some heels as a gift was well looked after by customer service and now I’m in the good books (:

What a wonderful shopping experience! My first order I made an error the customer service was amazing and corrected all with no issues, my second was just as wonderful! Can’t wait for more Jewellery and handbags 🤩