Horatio LondonReviews of horatio-london.com

I bought a pair of shoes recently which were a little bit too big (my fault not theirs). I emailed about switching them over and asked if I could come and swap them over instore which was fine. When in the shop the guys really looked after me and when the shoe I wanted was out of stock managed to track down a special order for me. Would recommend great service all round.

I recently ordered a sweater from Horatio London/Footwear, but the experience as an international customer was extremely disappointing. The sweater didn’t fit, and when I tried to return it, I discovered that they have a rigid, customer-unfriendly return policy. Unlike most retailers, they don’t offer prepaid return labels or any assistance with returns—leaving international customers entirely on their own to find a carrier, handle customs paperwork, and pay all costs. After being quoted $150 by multiple carriers to return the sweater (which is more than half the cost of the product), I reached out to ask if they could provide a return label and charge me for it. They refused, stating that they are a small business and can’t offer such services. While I understand the challenges small businesses face, I also run a small business myself and know firsthand that offering prepaid return labels—even for international orders—is not only possible but necessary to create a good customer experience. Many businesses of similar size do this, so the idea that they can’t or won’t is purely a matter of choice. What makes this situation even worse is their dismissive and unprofessional attitude in handling my concerns. Instead of acknowledging how difficult and expensive their return process is for international customers, they repeatedly insisted that their terms and conditions are clear and that I should have expected this process. While they claim that “no one else has ever had an issue,” the reality is that once you encounter a problem, you’re left to deal with it entirely on your own, with no real support from the company. Selling internationally comes with responsibilities. Simply stating something in your terms and conditions doesn’t make it a good or reasonable process. If you want to build trust with customers in other countries, you need to offer fair solutions when things don’t go as expected. Unfortunately, Horatio seems unwilling to do that, and instead prefers to blame customers for not liking their rigid policies. If you’re considering ordering from them internationally, be prepared for a difficult, expensive, and entirely unsupported return process. I’m sharing this because I believe customers should know what they’re getting into before engaging with a company that won’t stand behind their products or offer reasonable solutions when issues arise. I hope they reconsider their approach in the future, but for now, I’d caution others against ordering from them unless you’re 100% sure you won’t need to return anything.

We bought a pair of black loafers that arrived in dark brown. After using them for a few weeks, the "leather" tore. We sent several messages explaining the situation, but they refused to exchange or refund. In the end, they offered 20% off on the next purchase as an "OFFER OF GRATITUDE"! As if we were buying something again from them after this terrible experience.

AVOID These clowns still owe me £195 for an order I cancelled before they had to go to the bother of sending it out and having to arrange a return and collection I was verbally attacked on insta DM’s by some patronising millennial. And called out for leaving 1star reviews on google. Even though. The 2 other reviewers / “friends”of theirs also left 1 & 2 star reviews for other companies. They most certainly do not like it when you respond in the tone and manner they dish out. So. We’re a week in. And according to their Ts n Cs. Refund is initiated within the time frames given on their website. What is actually happening. They are stringing it out for as long as possible. It’s no worry. A complaint has been raised with Visa. So all will be ok. Sadly. This “small buissness” has a shocking attitude. So I’d look elsewhere. You don’t get this crap from Ralph Lauren. I’d go there if I were you.