Terrible service. Ordered an in stock item online, waited two weeks and they have refunded me with no explanation. Sent several chaser emails prior which to be fair they responded fairly quickly but not very helpful as they just said wait. Cheeky gits offered me 20 points. Give the points to Gryffindor for all I care.
Response from KITHAug 12, 2026
We’re very sorry to hear about your experience and understand how disappointing it is to wait for an in-stock item only to have the order ultimately refunded. We also apologize that our previous updates did not provide the clarity or resolution you were looking for. We appreciate you taking the time to share this feedback, and we’ll be reviewing your experience with our team to help improve both our communication and fulfillment processes moving forward.
PC
Paul C.
Customer service that lets down the brand
On site returns are not working for my order despite using the same order number and email address stated on the app and all email confirmations. Over email they said they’d send me a shipping label and gave me a 14 day deadline to return it even though they still hadn’t provided the label to me. Now nearly a week into that deadline and they haven’t replied to any of my three follow up emails or provided me with any method of returning my order. Their customer service falls way below their price point and supposed position as a luxury brand.
Response from KITHJul 27, 2026
Thank you for taking the time to share your feedback - we sincerely apologize for the delay in providing your return shipping label. Rest assured that your 14-day return period begins once your return label is issued. You will still have the full 14 days to send your return back once you receive the label.
We understand that this delay has not met the level of service you expected from us. Please reach out to [email protected] if you need further assistance.
DG
David G.
Very poor returns experience
Very poor returns experience for what is supposed to be a premium brand.
I purchased several items online as birthday gifts for my son and needed to return a couple of them. I visited the Kith London Regent Street store, but the staff were dismissive and simply said they couldn’t help, without even looking at the items or attempting to offer a solution.
To make matters worse, the phone number advertised online for the Regent Street store appears to connect to the restaurant next door and just goes to an answerphone. The WhatsApp number they advertise also goes unanswered, making it virtually impossible to speak to anyone.
I then tried to process the return for my UK order through the UK Kith website, only to be told that my order number was not recognised, leaving me completely stuck.
To add to the confusion, my wife had unknowingly placed one order on the UK website and another on the US website. Both sites displayed prices in GBP, so it wasn’t at all obvious that one purchase was being made through the US store. We only discovered this when trying to return the items, as the US order appears to be subject to a completely different returns policy and, from what I’ve been told, is only eligible for store credit rather than a refund.
Having since looked on Trustpilot, I can see many other customers reporting similar issues with returns and customer service, which is disappointing but not surprising given our experience.
For such an expensive, premium brand, the whole returns process is shockingly poor. It genuinely feels as though every step is made unnecessarily difficult, from contacting the store, to returning items in person, to using the online returns portal. I wasted an entire morning trying to return a couple of gifts and was left with no resolution.
Ironically, I’ve found returning items on eBay to be a simpler and more customer-friendly experience than dealing with Kith.
If you’re considering ordering from Kith online, double-check which website you’re buying from, even if the prices are shown in GBP, and make sure you understand the returns policy before you purchase.
Response from KITHJul 22, 2026
Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand your frustration with the return process.
We would appreciate the opportunity to look into your specific experience and assist where possible. Please feel free to reach out to our customer service team at [email protected] with your order details so we can review the matter further.
HT
Hayley T.
Return policy is TERRIBLE and not clearly explained
Ordered a pair of sneakers, had to pay to return them (which I was aware of). Once returned my only option was a gift card - the lack of communication around this being the return policy was baffling and because of the way the company has responded, I no longer wish to shop there.
RP
Randall P.
The raffles are non-sense
The raffles are non-sense. I have a friend at the dallas location. They said dont waste your times. All exclusive shoes are sold early to friends and people paying a mark up. Top tier customer that spends 1000s per season. Never hit 1 raffle. Its just a cover up. You will not win. Dont give these scammers your money!!!
Response from KITHJun 1, 2026
Thank you for your feedback. We're sorry to hear that you were disappointed with your experience after not being selected as a winner in one of our Drawings. Winners are chosen through a secure and impartial system, and unfortunately not every entry can be selected. We understand that missing out can be frustrating, especially when demand is high, but our goal is always to provide every participant with the same opportunity to enter and be considered. We appreciate you taking the time to share your thoughts and wish you the best of luck in future Drawings.
SB
Suman B.
Very bad customer service service no…
Very bad customer service service no body pickup phone even in shoe department I have to exchange shoe size give me so much hard time
Response from KITHJun 4, 2026
Thank you for sharing your feedback, we're sorry to hear that your experience did not meet expectations.
We understand how frustrating it can be when a sizing issue requires additional assistance. Our goal is always to provide timely support and clear guidance, and we're sorry to hear that this may not have been reflected in your experience. If there is an unresolved issue, we encourage you to reach out to our Customer Service team directly at [email protected] so that we can review the matter further.
AS
Andrii S.
This is store
This is store , it's a scam. They sell defective items and they don't have replacements and don't want to return the money!told me choose something but I don’t like anything all items in the store loooks like Chinese fake ! I've been trying to solve the problem for a couple of years now. Terrible service, stay far away from the KITH
Response from KITHMay 18, 2026
Thank you for sharing your feedback. We want to assure you that all merchandise is sourced directly from our warehouses or brand partners and undergoes quality control checks prior to being sold.
We also take concerns regarding product condition and customer service seriously. While we understand you may be dissatisfied with the resolution offered, we would like the opportunity to review your case again and ensure it was handled correctly.
If you are open to it, please contact our Customer Service team with your order details so we can further investigate and assist you directly.
RO
Royy
They sent me disgusting yellowed out…
They sent me disgusting yellowed out used shoes, but I can't return it since it was a final sale.
Response from KITHMay 14, 2026
Thank you for sharing your feedback, we're sorry to hear that there may have been a quality issue with your order. We'd love to review this and help you with a resolution, please contact customerservicekithnyc.com with a photo of the product and the order number and our team will be ready to assist you.
