I ordered two dresses on 17th August, and they still haven't arrived. I received one email on 10th September saying they were experiencing delays, and I've followed up a couple of times to request a r... Näytä lisää
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Order still not received after placing it on 10 August and no further update since 26 August. Emails to customer service bounce back. First - and last! - time ordering from this business.
My first purchase, the red and black striped trousers, needed slight alteration to fit my ample bottom. The quality was excellent. My second purchase, reversible trousers, were absolutely wonde... Näytä lisää
I placed 2 orders for kids clothes for my granddaughters but received nothing. I did get an email saying they were experiencing difficulties but nothing happened. Made a claim through my bank and wo... Näytä lisää
Yrityksen tiedot
- Vaateliike
- ja myös
- Lastenvaatekauppa
- Lastenvaateliike
- Luomukauppa
- Naistenvaateliike
- Vaate- ja kangastehdas
Yrityksen kirjoittama
Turtle Dove London is a multi award-winning clothing brand creating timeless, versatile pieces designed for women, children and babies. Our collection includes organic cotton dungarees, jumpsuits, dresses, trousers, sweatshirts, joggers and rompers – all thoughtfully designed for comfort, simplicity and ease. Every style is made to move with you and fit naturally into everyday life. We create contemporary classics made to last beyond one season, designed to mix, match and be loved for years to come. Each piece is crafted from 100% GOTS Certified Organic Cotton and carefully chosen fabrics that feel good to wear and stand the test of time. Our focus is on quality, softness and effortless wearability – clothes that look as good as they feel. All our garments are made in ethically approved factories that share our values of fairness, respect and care. We work closely with trusted partners to ensure each piece is made responsibly from start to finish. Discover our complete collection of women’s and children’s organic clothing, from everyday essentials to versatile wardrobe staples. Whether it’s a pair of relaxed organic dungarees, a go-anywhere jumpsuit, or easy pieces for kids to play and explore in, Turtle Dove London designs with real life in mind – timeless style, everyday comfort, and effortless wear. Enjoy worldwide delivery, UK next day delivery, and hassle-free returns – plus 15% off your first order when you join our community.
Yhteystiedot
Yhdistynyt kuningaskunta
- customerservice@turtledovelondon.com
- www.turtledovelondon.com
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253 arvostelua
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Been sent an incorrect item, 3 weeks later still no refund
Been sent an incorrect item, 3 weeks later still no refund.
The returned item was not even tried on, just sent it back on my cost, kept the proof of postage, followed the instructions on their website.
Emailed several times, the customer service confirmed they have received it on the 1st of April, but my refund request has been ignored.
Very disappointing, as my previous experience with the shop was positive.
Be aware, you might get the wrong item and not get your money back.
Do not recommend.
1. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Turtledove London
Hi Karolina,
Thank you for taking the time to leave your review.
During March, we underwent a warehouse migration which unfortunately resulted in temporary delays and some stock-related issues while systems were being fully transferred. As a result, a free returns link was provided to ensure customers could send back any incorrect items using the correct process.
We’re very sorry for the inconvenience caused and appreciate you bringing this to our attention.
We have carried out further checks to locate your parcel within our warehouse, however we have still been unable to trace it within our system. As a result, we have now raised a formal claim directly with Royal Mail to investigate the whereabouts of the item.
We can also confirm that we have now processed your refund in full.
We’re very sorry for the inconvenience and appreciate your patience while this was resolved.
We do hope we have the opportunity to serve you again in the future under better circumstances.
Best wishes,
Turtle Dove London
Clothes are really hit and miss - Customer service dreadful
Clothes are really hit and miss - got a sweatshirt I love and am wearing a lot and some trousers that are really awful, despite being quite a pricey pair of trousers. I've tried contacting the company a few times to try and return the trousers but experienced long delays in response and when I eventually did get a response, I believe it was written by a bot as it didn't make much sense in response to what I had written.
It makes me very wary to but any more clothes from them as if they're not right, the returns process is not clear cut and it appears impossible to hear back from anyone. I wouldn't mind too much if they hadn't been so expensive but I am loathed to have wasted over £40 on trousers I can't wear.
22. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Turtledove London
Hi Polly,
Thank you for taking the time to share your feedback.
We’re really sorry to hear about your mixed experience and appreciate your comments.
As a small team, we do not operate over weekends, which can sometimes result in slightly longer response times during busy periods. However, we always aim to respond as promptly as possible and we’re sorry if this caused frustration.
Our returns policy states that items must be returned within 28 days, unworn, and with all original tags attached in order to be eligible for a refund. In this case, the item had been worn and did not meet our standard return conditions.
We also provided a free returns link to make the process as straightforward as possible for you.
That said, as a gesture of goodwill, we have accepted the return and issued you with a credit note on this occasion.
We’re sorry this experience has left you feeling disappointed, and we appreciate your feedback.
Best wishes,
Turtle Dove London
Slowest dispatch followed by the…
Slowest dispatch followed by the slowest customer service EVER!
Waiting for a refund that they received 2 weeks ago. Website states within 5 days.
They takes days to respond to emails, and their website says within 48 hours. Won't use again. 🐌
7. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Turtledove London
Thank you for taking the time to share your feedback.
We’re very sorry to hear about your experience and completely understand your frustration regarding both dispatch times and delays in communication.
During this period, we were undergoing a warehouse migration which unfortunately caused temporary disruption to our dispatch timelines, stock handling, and customer service response times. As a small team, response times were slower than usual while we worked through a high volume of enquiries and operational challenges.
We appreciate that this is not the level of service you expected, and it is certainly not our usual standard. We worked hard to resolve all outstanding orders and process refunds as quickly as possible once items were received back into our warehouse.
We’re truly sorry for the inconvenience caused and appreciate your patience during this time.
I love all the cotton clothing I've…
I love all the cotton clothing I've purchased from this company. Great quality and genourous with sizing so my body doesn't feel restricted. I took a dress back packing and it looked good throughout and kept me cool being so airy. Wear their sweatshirts regularly and can throw in the wash again and again without thinking about it. Recommend!
31. maaliskuuta 2026
Oma-aloitteinen arvostelu
I placed an order on 13/3 and I’ve…
I placed an order on 13/3 and I’ve heard nothing. I’ve sent two emails and no response. This really isn’t good enough. I can’t find a number to ring and I’ve now used a form to contact them.
I will be trying to get my money back. The lack of response is shocking
13. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Turtledove London
Thank you for taking the time to share your feedback.
We’re very sorry to hear about your experience and fully understand your frustration regarding both dispatch times and communication.
During March, we underwent a warehouse migration which unfortunately resulted in temporary disruption across stock management, fulfilment, and customer service response times while thousands of items were being transferred and systems updated. We completely appreciate this impacted your experience and fell below the standard we aim to provide.
As a small team, we advised customers within our 48-hour response window where possible, and during this period, we worked hard to resolve issues as quickly as we could. In your case this included upgrading your order, to next-day delivery, providing discount codes as a gesture of goodwill, and issuing free returns labels where needed. We also processed refunds as soon as items were received back into our system.
We are very sorry if our response times felt slower than expected and for any frustration this caused. While this was a temporary and operationally challenging period, we recognise it was not the experience you expected from us.
We genuinely appreciate your feedback and would welcome the opportunity to restore your confidence in us in the future.
Best wishes,
Turtle Dove London
I’ve made 2 orders previously with…
I’ve made 2 orders previously with Turtledove London and never had any problems. However, I made a purchase 8 days ago and since then I have heard nothing. There’s been no dispatch of the order, but the money has come out of my account?
Looking at recent reviews it would seem I am not the only one?
Update: after making contact with TD London they were very speedy at responding and explaining the situation and provided me with a discount for future. My items arrived shortly after.
Thanks
24. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Turtledove London
Thank you for taking the time to share your feedback.
We’re very sorry to hear about your experience and fully understand your frustration regarding dispatch times and communication.
During March, we underwent a warehouse migration which unfortunately caused temporary disruption across stock movement, fulfilment, and customer service response times while thousands of items were being transferred and systems were updated. We completely appreciate this impacted your order experience.
In your case, we responded within our 48-hour window and kept you updated regarding the delays linked to this transition. As a gesture of goodwill, we also provided discount codes and upgraded your order to next-day delivery where applicable.
We are very sorry if our response times felt slower than expected during this period. While this was a temporary operational challenge, we recognise it did not reflect the level of service we aim to provide.
We appreciate your feedback and hope we may have the opportunity to restore your confidence in us in the future.
Best wishes,
Turtle Dove London
Delivery and customer service both non-existent
This review is purely about delivery and customer service.
Update: I have now received some of my order but one item is missing and one item is wrong (it has the label for the item I ordered on a completely different dress). I have emailed again but as I have still not received any response to my previous emails I don’t hold out much hope. A company is only as good as how it deals with things when they go wrong and, because of that, this company deserves the one star rating. At this point it is money down the drain.
My experience is similar to May Şendur. I purchased some items on 7th March and have yet to receive them. I have sent 4 emails and had no response. I have bought quite a few things from TDL and always been happy with the delivery times and the products but they have fallen far short of what I expect on this occasion. This issue is still to be resolved and it will make me think twice about ordering anything else.
20. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Turtledove London
Thank you for taking the time to share your feedback.
We’re very sorry to hear about your experience and sincerely apologise for the delays in both delivery and our response times.
During March, we were undergoing a warehouse migration which unfortunately caused temporary disruption to dispatch, stock accuracy, and customer service. As a small team, our response times were longer than usual while we worked through a high volume of enquiries, and we’re very sorry that we did not get back to you as quickly as expected.
We’re also very sorry to hear that your order arrived incomplete and with an incorrect item. Following this, we had the warehouse review the issue and identified that the incorrect labelling was an error during the migration process, a teething issue while systems and stock were being transitioned.
To resolve this, we refunded the missing item, provided a discount code as a gesture of goodwill, and issued a free returns link to make the process as straightforward as possible for you.
We completely understand how frustrating this experience has been, and we’re very sorry that it fell below expectations. Please be assured that these were temporary issues during the transition, and processes are now improving as operations stabilise.
We truly apologise for the inconvenience caused and appreciate your patience during this time.
Best wishes,
Turtle Dove London
Had to cancel an order and reorder
Had to cancel an order and reorder, got confirmation that they had cancelled order before reordering. Have now seen my account a week later that they did not refund me the original order. Can’t ring as no number, it has caused me to go overdrawn. Now Im sitting hear waiting until they read my email. Seriously not cool. Was trying to support a small business but they clearly don’t have much regard for customer care
20. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Turtledove London
Thank you for taking the time to share your feedback.
We’re very sorry to hear about your experience and completely understand how concerning this situation must have been.
Following this, we did speak with you directly over the phone, and you confirmed that the funds had appeared back in your account. We also provided you with the ARN reference number for the refund to give you full visibility on the transaction.
We’re pleased we were able to resolve this with you, and that our conversation ended on a positive note.
We sincerely apologise again for any stress or inconvenience caused and appreciate your patience while this was resolved.
Best wishes,
Turtle Dove London
You will be ignored
I made a purchase on Monday the 9th of March. I didn't get any dispatch email, so I emailed them on the 12th of March and the 16th of March, just to check if my order will arrive before the 19th of March (as it is a gift).
Purchased items are delivered in-between 3-5 working days as it states on their website. However dispatch seems to take 10 days exactly as they dispatched my (2) items on the 18th of March.
The dispatch isn't exactly my issue, my issue is I emailed on the 12th of March and also on the 16th of March and I still have no reply. This is disgraceful customer service, I am also going to mention on the website it states "someone will be in contact with you in 48 hours" (mon-fri.
48 hours my azz, all I got was ignored.
I just hope the items that may or may not arrive late is of good quality, cause unless they hand made the "organic" items it shouldn't take 10 days to dispatch 2 items.
My items did arrive, yet my two emails were left unanswered. I won't even attempt a return..
Also thank you for removing my trustpilot review.
9. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Turtledove London
Thank you for taking the time to share your feedback.
We’re very sorry to hear about your experience and understand your frustration regarding dispatch times and communication.
During this period, we were undergoing a warehouse migration which unfortunately caused temporary disruption to fulfilment and customer service response times. As a small team, responses were slightly slower than our usual 48-hour window while we worked through a high volume of enquiries.
In your case, we did our best to resolve this as quickly as possible by upgrading your order to next-day delivery and providing a discount code as a gesture of goodwill.
We appreciate that this experience was not in line with expectations, and we’re very sorry for the inconvenience caused. Please be assured this was a temporary situation and not reflective of our usual standard of service.
Best wishes,
Turtle Dove London
I really wanted to live the dungarees
I really wanted to live the dungarees. I got a great price in the sale and order 4 pairs. A number of seams split on the first wear but I patched them, they lost their shape very easily and looked shabby. Over time the holes the straps go through have split and now I only happily wear 2 pairs. Sorry, could be so much better x
5. helmikuuta 2026
Oma-aloitteinen arvostelu
Great quality clothes
Great quality clothes - the fabric feels nice and it's well made. I'd already bouggt ine in black and then the blue one went in sale and its so useful and comfortable so I bought it too.
4. joulukuuta 2025
Vastaus yritykseltä Turtledove London
So glad you're happy with your purchase and thankyou for taking the time to leave us a review. We hope to see you shopping with us again soon! Please reach out if there's anything we can help you with.
Disappointing – inconsistent products and awful customer service
Extremely disappointed with Turtle Dove London. The quality varies dramatically even when ordering what appears to be the same product. I ordered two sweatshirts from the same product link, with the same product name, just in different colours. One was acceptable (mainly because it was in the sale - these are expensive items) while the other was poorly made, in a completely different fabric, with an awful finish.
The sizing is also unreliable — one sweatshirt was around 8cm smaller, so you cannot trust the sizing. Despite the item being a different fabric, different size, different finish, I was still expected to pay to return the shoddily finished sweatshirt.
Customer service was dreadful. The customer service manager was unprofessional, she didn’t even use a greeting, no “dear” or even a simple “hello” - just my first name with abrupt, dismissive responses and no basic courtesy and no attempt to meet in the middle or resolve. I was made to feel as though I was at fault for expecting two identically named, identically listed products to be the same.
Inconsistent quality, misleading listings, and unhelpful customer service. I wouldn’t recommend this company.
UPDATE: As requested, I have tried to reach out to resolve but this was unsuccessful. I truly hope the company rethink how they list products moving forward to ensure this doesn’t happen to someone else.
23. joulukuuta 2025
Vastaus yritykseltä Turtledove London
Hi Cheryl,
We’re really sorry to read this and to hear how disappointed you feel.
You’re right to expect consistency when ordering the same product in different colours, and we’re genuinely sorry that wasn’t your experience. Differences in fabric, finish and sizing shouldn’t have happened in the way you describe, and we understand why that felt misleading and frustrating.
We’re also sorry for how our communication came across. That’s particularly upsetting to read, as courtesy and care are really important to us, and we apologise if our tone felt abrupt or dismissive — that’s not how we want anyone to feel when getting in touch.
We appreciate you raising these points and will be feeding them back to our production and customer care teams and looking at the products specifically in your order.
If you’re open to it, please email us at customerservice@turtledovelondon.com as I personally would like to see if we can help rectify this for you,
Thank you for taking the time to leave such detailed feedback — we’re sorry we fell short on this occasion.
Great customer service and great…
Great customer service and great clothing. I ordered two Alice jumpsuits on Black Friday but when I got the dispatch email I realised I’d ordered the wrong size in one colour!!! Luckily, they do exchanges so my correct size is currently winging its way to me in time for Christmas. I only returned the incorrect size last Friday so I’m pleased they’ve turned it around so quickly before Xmas.
4. joulukuuta 2025
Vastaus yritykseltä Turtledove London
Hi Emma, Thanks for sharing this — we’re really glad we could get the exchange sorted quickly and in time for Christmas. Hope you love the Alice jumpsuit when it arrives!
Turtledove clothes
Fantastic quality clothes, great service and reasonable prices. I would recommend to family and friends.
4. joulukuuta 2025
Vastaus yritykseltä Turtledove London
Hi Petra, What a lovely review, thankyou! So glad you would recommend us aswell that means so much. Hope to see you shopping with us again soon!
Vastaus yritykseltä Turtledove London
Thanks Kayleigh for taking the time to leave us a review. So happy you loved your order, hope you will shop with us again soon
Vastaus yritykseltä Turtledove London
Thanks for taking the time to leave us a review. We're so glad you love your trousers!
Matching sweatshirt & sweatpants
I own several TDL pieces. But recently my purchases had to be returned. Sizing is off, always bought a 3 & they were a generous fit. But now labelled a L, trousers are too tight & tops are short & wide! Quality of material isn’t as good, also finish is poor on hems. Then there’s the return postage!
Please return to how you where TDL
2. joulukuuta 2025
THIEVES
I returned the maternity jumpsuit due to it being absolutely huge, as many others have said the sizing is completely ridiculous. I got a small and the straps would fall down and the front would hang down below my bust. BUT they are denying ever receiving my return even with proof of purchase and the date and time and amount of money taken by the local post office for the return. The person I have spoken to over email has been cold, rude and unhelpful. Quite possibly the WORST customer service I’ve ever received. As far as I’m concerned they are thieves as I’ve been told I won’t be getting the jumpsuit refunded as they can’t locate it. So they are keeping the jumpsuit and my money. Disgusting all round
15. joulukuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Turtledove London
Hi Sam,
We’re really sorry to read this and can understand how upsetting and frustrating this situation must feel — especially when you’ve taken the time to return an item and have proof that it was sent back.
We want to be very clear that we would never intentionally keep both an item and a customer’s money. When returns can’t be immediately located, it’s genuinely distressing for both sides, and we’re sorry this hasn’t been handled in a way that felt supportive or reassuring.
We’re also sorry if our communication came across as cold or unhelpful — that’s not acceptable, and it’s not how we want anyone to feel when getting in touch with us.
If you’re willing, please email us again at customerservice@turtledovelondon.com. I personally would like the opportunity to resolve this properly for you.
Thank you for raising this — we’re sorry for the upset caused.
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