Otrium Reviews 4,175

Doesn’t deliver to another part of the uk.

Enough said

For clarity I live in Northern Ireland which as far as I know is still part of the UK.

When I went to the checkout it stated that you don’t deliver to my postcode.

NEVER REACHED OUT AND EVEN WHEN I DID THEY SAID THEY WOULD HELP ME AND NEVER HEARD ANYTHING AGAIN!

ID GUESS AVOID NOW! IMAGINE CHASING A REFUND WHEN THIS IS WHAT THEY ARE LIKE WHEN YOUR TRYING TO GIVE THEM YOUR MONEY.

LAST UPDATE 12/10/25

PLEASE DONT CONTACT ME AGAIN TELL BE YOUR GOING TO FIX THINGS THEN TOTALLY IGNORE WHAT YOU JUST SAID YOU WOULD DO.

YES I KNOW THAT ITEM IN MY BASKET ARNT RESERVED, YES I KNOW OTHER BUYERS CAN BUY THEM BUT GUESS WHAT……..I CANT DO ANYTHING ABOUT THAT AS YOU STILL HAVE NOT SORTED THE POSTAGE ISSUE SO I THEREFORE HAVE TO WATCH MY BASKET SHRINK AS OTHER PEOPLE BUY THEM.

PLEASE DONT CONTACT ME AGAIN AND GIVE ME FALSE HOPE AS PER YOU LAST THREE RMAILS.

Was excited to see otrium return to UK but now I'm £200 waiting for a non-existent refund and with no response on email, a chat bot that seems to be permanently offline and only an international phone number. Avoid at all costs and save your money if you're in UK.
Update - otrium did email, said they had refunded, but 5 days later no refund has come through. Not sure what is going on with otrium but not acceptable to be waiting over 4 weeks for a refund.
Further update: this gets progressively worse, they're now trying to defraud me by only refunding the lowest value item in the order which I didn't return, valued at £30, and holding on to the £186 they still owe me for the three items I did return and they previously confirmed receipt of. Avoid at all costs.

I ordered a dress which arrived very quickly. It didn’t fit me and i have been in touch with Oliver chat bot since 17 September as my order number isn’t accepted on the return form. He tells me almost daily that he is finding a real person to contact me. Nothing……..would not use Otrium again

Two orders - OUK 151521 and OUK 151821 - both returned and have heard nothing. No communication whatsoever. Unhelpful response from Oliver the Chatbot. As I can't get to talk to anyone and my refunds are long overdue I guess next step is to involve credit card company to resolve this frustrating situation. Certainly has put me off buying from this company again.

I have received my order but the return option doesn't work and I have numerous Oliver AI messages but no help from a human. Still unable to return. They are a complete scam. Don't buy!

AVOID!! 0 stars if possible. My order wasn’t delivered, at all. I tried on 5 separate occasions to get some help, each time dealt with by an AI bot. I’ve asked for a replacement… nothing. I’ve asked for a refund… nothing. I’m 3 figures down and nothing to show for it at all. 0 customer service, no one to help, no one to talk with.

It's sad they've closed for people in the UK but I think Brexit is just a convenient cop out excuse.

A lot of the stock was acquired from UK outlets. The problems clearly ran a lot deeper than 'Brexit'.

They used Evri for all orders, many of these are over £1000. While Evri are ok for a lot of people, no doubt many parcels went missing and they had to foot the bill with refunds (that they wouldn't have been able to claim full compensation for).

They messed up a lot of orders for people. Sending wrong items or ones that are damaged without checking the goods properly. Plenty of times here people have mentioned buying something, it arrived damaged, they returned it, otrium put it back on sale, they purchased it again thinking it's new stock and they received the same damaged item again.

No doubt to try and counter some of these mistakes, they introduced a fee with each purchase. It's certain this put off a lot of customers and cost them.

We never see honesty with businesses that close. Rather than hold their hands up and admit the mistakes, they will latch on to other reasons to distance themselves from admitting their own mistakes (Brexit, COVID, Online shopping, a change in buying habits). While sometimes true, it's often just an excuse after the business was run to the ground.

It's entirely likely that as they are an EU business with a HQ in Europe, they make more money over there and so have chosen to close the UK part of things. Perhaps they've lost contracts with some of the best selling brands on their UK platform.

Either way, the generic excuse of Brexit saves them having to give honest reasons but for people who take that as the literal reason, it just creates more negativity towards the UK's decision to leave the EU.

Gutted to hear no longer available in the UK. I have had only a fantastic experience with this company, every item purchased I've loved.
Maybe something will change and they will return, but it sounds like Brexit has put the block on it.
Sad to see them go.

I have purchased various things via Otrium and been happy. However we had no real notice of the uk closure, no email..just a note when you open the app. Not even been give the opportunity to purchase from the eu site and pay more for delivery…which I would have happily done. Not impressed

I have used Otrium regularly for the past two years. The items have always arrived very quickly. Any (small) issues I have reported to their customer service department have been dealt with promptly.
I'm so sorry that they are withdrawing from the UK 😪

To order something on 'black Friday' afternoon and receive it on Saturday, about 27 hours later, is impressive. I have used Otrium a few times and am always impressed by the experience. My thanks to the team there.

I will never order from them again.
I order a coat for winter which was over £200 and they sent the wrong item. So I sent said item back. The customer service said they would remove the item from the website and investigate why it had happened.
Two weeks later I saw the coat was back on sale, so assumed they had sorted out their inventory. Guess what ! Nope, they had basically sent me back the same coat they originally sent out wrong.
So now I have to go through the whole process of returning and waiting for the refund so I can search else where for the coat.

Still waiting for a refund 17 days later no way of speaking to anyone

Ordered alot of clothes Thursday 26th October.was told Evri had them Friday 27th October now6th November still no delivery.Evri messages every day to say they have my delivery but it is bigger that usual so will need to come out on a bigger van.
Now Otrium saying must be lost fill in a claim form and wait 3 days for refund how can it be lost when Evri have it 2 weeks I will have been waiting.
Don't buy in bulk.

There are some great bargains on the site, great customer service and postage is typically very fast. However, the expensive £9.95 postage and £2 platform fee adds £12 to you order, so those bargains can often end up costing you as much as they would elsewhere anyway.

Little bit worried as my personal information is actually coming up as someone in Rotterdam!…I am in Scotland.Checked today for a refund ,long wait!,and noticed it.Hope it not a security breach on my personal information.Still no reply from Otrium on what i think is a serious problem .Won’t be ordering until resolved…if at all now.

There's no question that clothing bought from Otrium is genuine and very good value.

The problem is that sizes advertised are incorrect and this has happened twice. I buy, as advertised, a US46 but what arrives is an IT46 and the former is a 2XL and the latter an XS. Big difference.

I was prepared to go one size larger if they could confirm that it is a US size. I was told this would take 2 weeks to investigate. Six weeks later, they still couldn't tell me - how difficult can it be? Communication to one of the co-founders was ignored and that's never a good sign.

Eventually they said "Order the larger size and if it's wrong then just return". That's fine in theory but it took nearly five weeks for a notification of a refund from the date it was returned.

If you are a retail business, it must be fundamental to advertise the correct size for a garment. Once might just be a mistake, twice and you lose confidence in the whole process.

I am utterly frustrated and disappointed with the recent experience I've had with Otrium. Despite returning my entire order (I have receipts to prove this), I have only been refunded for the cheapest pair of jeans, leaving me £100 short. It is beyond exasperating that my numerous emails have gone unanswered, showcasing a shocking level of customer service. I have been totally ignored and after contacting someone on live chat last week was told to wait until the 20th to hear about the remainder of my return (which I’ve never experienced anywhere in my life!). I expect an immediate and comprehensive resolution to this matter or I will have no option but to take this further. Otrium’s inaction is nothing short of infuriating.

First time ordering and cant really fault everying from delivery to ordering and returing went really smooth except the return fee which was £6,95 for a scarff. The delivery cost and return puts me off sadly so I don't feel comfortable ordering again from the website otherwise good experience hence -2 starts due to steep return cost which I was unaware of. If it's something you are unsure about unless you're 100 percent sure about the item and have tried on else where its worth getting from.

Would not recommend. I ordered something and when I returned it they only refunded me £60 minus shipping (so about £53) when I had paid £75 for it. I have sent multiple emails and nobody replies- no obvious way to contact them, I even tried messaging on Facebook but they ignored this too. Basically I just paid £20 for nothing (fair enough a bit for shipping) but why they reduced my refund from £75 which I paid to £60 and then minus shipping have no idea - I can’t find out either and nobody replies to me.