I ordered a week ago and apparently the item is still in transit but it has been stuck at this status for ages. It claims it would be sent via royal mail but there is no royal mail tracking.
No phone number to call and the email address looks incomplete. The website promises a chat option but there is nothing there and some of the pages on the website don't even work. This is a complete scam.
Appalling customer service - I will get my money back through the bank.
My order number is LS1484
Response from Lauven USMar 24, 2026
Hi Friederike, thank you for reaching out and we sincerely apologise for the frustration this situation has caused.
We have located your order LS1484 and a member of our team will be contacting you directly at your registered email address within 24 hours with a full update on your shipment and a clear resolution.
We also want to address the points you raised — we are actively working to improve our live chat functionality and we apologise that it was not available when you needed it. Your feedback is taken seriously.
Please also feel free to reach us directly at [email protected] and we will prioritise your case immediately.
— The Lauven Team
AH
Alan H.
The worst company I have ever dealt…
The worst company I have ever dealt with! They don't even deserve 1 start. Ordered a jumper for my daughter...never arrived! Tried numerous times to speak to customer services which is obviously non existent as no one ever answers phone... thankfully our bank gave our money back..DO NOT PURCHASE ANYTHING FROM THIS COMPANY.
Response from Lauven USMar 14, 2026
Hi Alan, thank you for your feedback. We have searched our complete database and cannot find any order, email, or customer interaction linked to your name.
We also want to note that Lauven does not sell jumpers — we are a women's clothing brand. This may suggest a possible confusion with another retailer.
We have sent you a Request information via Trustpilot. Please provide your order number and registered email address so we can investigate immediately. If your order is genuinely with us, we will resolve this as an absolute priority.
— The Lauven Team
DH
Daisy H.
SCAM!!!
SCAM!!!
Please do not buy from this company.
Response from Lauven USMar 14, 2026
Hi Daisy, thank you for your feedback. We have thoroughly searched our records and cannot find any order or interaction associated with your name or profile.
We have sent you a Request information via Trustpilot asking for your order number and contact details. Without these, we are unable to identify any purchase linked to our store.
— The Lauven Team
MK
Mrs Kathy S.
**AVOID**
**AVOID**
I ordered a dress for my daughter’s TY ball, but it never arrived. After contacting customer service, they said they would resend it. When the package finally arrived, it was the wrong dress.
I contacted them again and was told to keep it and accept a partial refund. However, the quality was extremely poor — the fabric was practically see-through and completely unfit for purpose.
I attempted to return it through their returns portal but couldn’t obtain a tracking number without a return address, which they never provided. I emailed again requesting the address and even offered to pay for the return shipping myself (despite the error being theirs) in order to receive a full refund.
They replied saying the issue was “under review by management,” and I haven’t heard anything since — that was over two weeks ago.
Very disappointing experience.
UPDATE 13/03/26
Although Lauven replied to the review and stated they would reply within 24hours, I have yet to hear from them!!!
UPDATE 23/03/26
Full refund was offered and received.
Response from Lauven USMar 12, 2026
Hi Kathy, thank you for taking the time to share your experience in such detail, and we sincerely apologise for the frustration and disappointment this has caused — especially given the occasion this dress was intended for.
We want to be fully transparent: this is not the standard of service we hold ourselves to at Lauven, and we are genuinely sorry that your case has not been resolved in a timely manner.
We have escalated your case internally as an urgent priority. A member of our team will be reaching out to you directly within 24 hours to provide a clear resolution — including the return address and a full refund.
Please also feel free to contact us directly at [email protected] referencing this Trustpilot review so we can identify your case immediately.
— The Lauven Team
KB
Katherine B.
I didn’t want to give 1 star
I didn’t want to give 1 star. It took a long time for the dress to be delivered - The dress that eventually arrived was NOT what I ordered. It did not even resemble what I ordered. I ordered a satin emerald waterfall maxi dress and had a spandex dark forest green straight dress with an flappy bit instead. They want me to pay between $15~30 to return the dress and offered it to me at half price! I paid £99 and it isn’t worth £10, it’s so badly made. Trying to get any information or response from their customer services is impossible. I have had to raise a dispute with my bank as I’ve tried messaging and am met with a wall of silence. Scam company. Wish I could add photos to show the difference between what I ordered versus what I received. There is no comparison and the cheek of wanting me to pay to return it is the proverbial icing on the cake! Avoid!
I have been communicating with Sherihan via the email address you’ve shared below. My complaint was apparently escalated to management and I haven’t heard anything since. It is convenient you cannot find my order…
I’ve copied the last email you sent me 2 weeks ago below to jog your memory - I asked for a prepaid label as I didn’t see why I should pay to return something I did not order! You then offered me 25% off a dress I did not order, nor want! I let you know immediately that was unacceptable and you’ve gone quiet again and I hadn’t heard anything for over 2 weeks…
Hi Katherine,
Thank you for your response.
We understand your concern. However, we do not provide prepaid return labels.
That said, we would like to offer you an alternative solution that may work better for you. Instead of returning the item, we’d be happy to offer you a 25% partial refund, and you may keep the dress.
This way, you avoid the hassle and cost of returning the item. Additionally, keeping the product helps reduce CO₂ emissions and minimize extra packaging waste, as returns require additional transportation and materials.
Please let us know if you would like to proceed with this option, and we will process it for you right away.
Kind regards,
The Lauven Team 🤍
This email is a service from Lauven. Delivered by Zendesk
Response from Lauven USMar 12, 2026
Hi Katherine, thank you for taking the time to share your experience in such detail. We take this kind of feedback very seriously.
We have searched our records and cannot find any order matching your name or the details described. We have also sent you a Request information via Trustpilot asking for your order number and registered email address so we can locate your case.
If your order is genuinely with us, we want to resolve this — please respond to our request or contact us directly at [email protected] and we will investigate as an absolute priority.
If you have already raised a dispute with your bank, please also share your order details with us so we can respond to that process with full information on our end.
— The Lauven Team
CL
Clare
Total scam
Their website is a complete scam. I never got my item and when I emailed them I never received a reply. I tried multiple times but it’s clear this website is a complete scam. Do not order from there, you are just wasting money
Response from Lauven USMar 12, 2026
Hi Clare, we responded to your review on 10 March and sent you a Request information asking for your order number and contact details — you did not respond within the 3-day period.
We have thoroughly searched our database and cannot find any order, email, or support interaction linked to your name.
We remain available at [email protected] for any genuine customer needing assistance. Without verifiable order details, we are unfortunately unable to take further action on this case.
— The Lauven Team
WN
Wanda N.
SCAM
SCAM! DO NOT ORDER! Never received 3 dresses I ordered for almost $300.00 dollars . No response from customer service. I learned my lesson , dont make the same mistake I made.
Response from Lauven USMar 12, 2026
Hi Wanda, we replied to your review and sent you a Request information on 10 March asking for your order number and contact details — you did not respond within the 3-day period.
We have searched our complete database and cannot find any order, email, or support interaction linked to your name — including any order of 3 dresses.
Without verifiable order details, we are unable to take further action on this case. We remain available at [email protected] for any genuine customer needing assistance.
— The Lauven Team
SW
Sheila W.
My goods never arrived
My goods never arrived. Customer support not available.
Response from Lauven USMar 12, 2026
Hi Sheila, we sent you a Request information on 12 March asking for your order number and contact details — you did not respond within the 3-day period.
We have searched our complete database and cannot find any order, email, or interaction associated with your name.
We remain available at [email protected] for any genuine customer needing assistance. Without verifiable order details, we are unfortunately unable to take further action on this case.
— The Lauven Team
