aspinaloflondon.com Reviews
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Join 4,621+ users reviewing Aspinal of London. Read verified ratings and real customer experiences on aspinaloflondon.com before you order.
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3.9 / 5
Average user rating
4621
Total reviews
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aspinaloflondon.com Reviews
Read real experiences from customers of aspinaloflondon.com.
Brands may not incentivize or pay to hide reviews.
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Charlie A
April 7, 2026
Choose Carefully!
I purchased several items as a gift for my partner’s birthday and, while shopping, added a wallet for myself. Within minutes of placing the order, I realised I had selected the wrong wallet and immediately tried to contact customer service via live chat, unsuccessfully. I then reached out via WhatsApp and received no response.Eventually, I received an email confirming my request had been sent to the warehouse. After several back-and-forth emails over a number of days, I was then informed that my order was “being prepared for dispatch” and that no changes could be made.It is unacceptable that it took days to arrive at this outcome, particularly given how quickly I raised the issue. This feels less like a genuine limitation and more like a reluctance to accommodate a simple correction. I would have been satisfied with a store credit, especially as there were other items I intended to purchase once back in stock.Very disappointing experience. I will not be purchasing from this business again.
Karen Kohlmann
April 3, 2026
Second purchase from Aspinal of London
Second purchase from Aspinal of London. Both were handbags. The quality is amazing,and the price is very good. I have had the first tote for two years. I use it often and it is one of the most functional bags I have. This is why I ordered a second. The first tote almost looks new after two years of frequent use. The company alerted me to a special sale which I appreciated. Delivery fast to the US with almost daily updates.
Edwina Roberts
April 1, 2026
Excellent customer service and the…
Excellent customer service and the product is of the highest quality.
Elisabeth Parker
March 28, 2026
No communication
On 2 occasions in recent weeks, I've placed online orders, payment in full taken from my account and ordering confirmation emails received. Then nothing. Webchats initiated by me several days later then say 'sorry, none of your items are in stock, and your order will be cancelled'...Emailing a formal complaint for my first order did, eventually, get a result as they 'moved my item from store stock to the warehouse for shipping'. So they did have the item available despite the webchat bot's reply.Now it's happened again and I'm still waiting for a response from Customer Services.
Victoria
March 24, 2026
Outstanding customer service — truly above and beyond
I wanted to share a genuinely excellent customer service experience with Aspinal of London.I recently had an issue with an order placed for Mother’s Day, where a personalised item unfortunately failed quality control and was only flagged very late. Naturally, this was quite stressful given the timing.However, what followed completely changed the experience.Gaby from the customer care team handled everything with exceptional professionalism, warmth, and attention to detail. She took full ownership of the situation, communicated clearly and promptly, and went above and beyond to find a solution — including arranging thoughtful replacements and accommodating specific requests without hesitation.What really stood out was the care and consistency of her communication. At every stage, I felt listened to, understood, and genuinely looked after — which is exactly what you hope for from a brand like Aspinal.Issues can happen, but it’s how they are handled that defines a brand. In this case, the resolution and level of service were outstanding.Thank you again, Gaby — it really did make all the difference.
Liz Wood
March 22, 2026
Jewellery presentation disgusting
Ordered a necklace. It arrived in a box with a thumb print on the gold logo. Worse than that, the presentation was disgusting. On opening the box, the chain was all knotted. Never seen anything like it. Clearly looked like it had already been sent out to another customer. Rang customer care who apologised & that they would pass the complaint on. No email or nothing from Aspinal. Item was returned. Disgusted with them as I've been a good customer. I won't be purchasing again
Sara
March 18, 2026
Ordered a personalised birthday present…
Ordered a personalised birthday present - there was a special offer which swayed me to buy it. Arrived too late for the birthday - I foolishly thought that’s because the initialing takes time. Arrived gift wrapped ( I paid extra) so I didn’t open it to check. Found out later there was no initialling. Emailed twice - no reply. Messaged on the chat line to be told the email was wrong. I had been replying to a customer service email but not the correct one. There was no indication on the website that it was wrong. Advised initialling cost would be refunded. But then not as it was an offer.Sell themselves as upmarket but useless and incompetent customer service. I had bought from them before but not again.
Annukka
March 14, 2026
Received a broken bag, no response from the company.
I ordered my first bag from Aspinal, loved it and everything was handled smoothly. I decided to order another bag and they sent me a bag that was broken. I sent an email asking for a return label on 19/2 2026 but haven't heard anything back. Have been in touch with the customer service via email and chat several times and sent photos. I was promised they will send a return label. Have not heard anything at all. Very disappointed, I thought I found a company with quality products and smooth customer service, but the reality is anything but.
andrew watson
March 11, 2026
I had to return an item
I had to return an item. Gaby from customer service was exceptional. She was responsive, always followed up quickly, polite and efficient. It’s refreshing to get a good service in retail sector- hence the reason for this short review.
Martin
March 10, 2026
Great service
I had an unusual issue with wear on a small product and they replaced it.
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