Cettire

One of the worst customer service experiences I’ve had with an online luxury retailer. I purchased a pair of Golden Goose sneakers from Cettire for $506.62, only to return them because they were smaller than expected. Cettire received my return on August 5, 2026. Their own order tracking clearly states that evaluating the return typically takes… Read more

7–10 days, after which I would receive an email regarding my refund. Well, it is now September 27. That 7–10 day timeframe has long since come and gone. We are talking about more than six weeks after they received my returned item, and I am still waiting for my refund. What makes this even more infuriating is that I have contacted Cettire multiple times, only to receive what appear to be completely generic, computer-generated responses that do absolutely nothing to resolve the issue. No meaningful explanation. No actual resolution. No clear timeline. Just automated-sounding platitudes while they continue to hold onto my money. And yes, there is even a $35 return fee deducted from the refund, so apparently I am paying for the privilege of waiting indefinitely for Cettire to process a return they received weeks ago. At this point, I genuinely have to ask: what exactly is going on with Cettire's cash flow? Because holding a customer's $500+ refund for this long, while repeatedly responding with meaningless automated messages instead of actually resolving the issue, is completely unacceptable for a retailer operating in the luxury space. Luxury pricing should come with luxury-level customer service. Instead, this has felt like chasing a company that has my money and simply doesn't care enough to return it. Cettire: please stop sending me automated responses and refund my money. Would not recommend based on this experience.

I had a very disappointing experience with Cettire. I ordered a pair of Loewe sunglasses over a month ago and they never arrived. What made the situation even more frustrating was the customer service. The only way to contact them was through email,… Read more

and every time I received a response it seemed to be from a different person. Because of this, no one actually took responsibility for resolving the issue.

Despite explaining multiple times that my order never arrived, my problem was never properly addressed and I was not offered a refund. The responses felt repetitive and unhelpful, with no real solution provided.

At this point, I’ve had to involve my bank to dispute the charge and try to get my money back. It’s incredibly frustrating to spend this much time chasing a company for an order that never arrived. Based on my experience, I would strongly advise others to be cautious when ordering from Cettire.

Do NOT buy from these scammers!! Accusing me of returning damaged shoes, I never even tried on. I ordered a pair of shoes from them June 6, paid for expedited shipping… Read more

as I was leaving the country June 11 and wanted for the trip. The shoes didn't arrive until the 10th, by then I'd bought another pair locally. When the Cettire shoe arrived, I opened anyway. Then I contacted them to return, I had them maybe 30 minutes. Arranged return and pick up. Done....I thought. On July 8 I get a FedEx email for a delivery.....from Cettire. I am still abroad so I was confused and contacted Cettire. They told the shoes were returned and not accepted and they are sending back to me. They are accusing me of lying....that I did something to the shoes and returned. They are saying no refund and if I refuse the shoes they'll change me another $150. I am not there to receive. It's become a nightmare, costing me $100s and to top it off it's terrible to be accused of doing this. Worst customer service ever. I am just glad they weren't really expensive shoes. Only $250. At this point it's more the audacity of this retail company treating clients this way. DON'T BUY HERE

Outstanding customer experience – Ordered Michael Kors backpack afternoon of 7 May. Arrived morning of 12 May from DHL out of Rome. End to end experience was outstanding. Show details

Very happy – Looking at reviews for Cettire I was very nervous making the order but the Stone Island jumper fits perfectly, is brand new and exactly the colour and style shown online. Authenticity check confirmed this is a legit product at more than half the RRP. I did my research, checking size, colour etc and I’m not disappointed. Arrived within 6 days of ordering. Cannot fault this. Show details

Great first experience – I was a little nervous ordering from Cettire given the reviews. I ordered a Tory Burch belt at about 30% cheaper than retail and it is perfect, really happy with it and also super fast delivery! Show details

1 STAR – Possibly the worst customer service I’ve experienced I placed an order with CETTIRE on 16 August, well ahead of an overseas trip. I repeatedly explained that I needed the order before departing on 4 September. What followed was nearly three weeks of some of the worst customer service I have experienced. I repeatedly asked one very… Read more

simple question: Where is my order?

Instead of answering, I received a revolving door of generic responses telling me the dispatch team was being contacted, my order had been placed in a “priority shipping queue”, and eventually that the shipment was being held for a “physical inspection at customs”. I repeatedly asked whether the item had actually been located, whether it had been shipped, where it physically was, and for a tracking/consignment number. They would not answer.

Instead, they repeatedly offered to cancel and refund the order, despite me making it crystal clear over and over again that I DID NOT WANT TO CANCEL – I WANTED THE ITEM I HAD PURCHASED.

Eventually, after all of this, I received tracking confirmation directly from DHL.

The DHL tracking information contradicted what CETTIRE customer service had been telling me about the status and whereabouts of the shipment. That is the part I find completely unacceptable.

A delayed order is frustrating, but understandable. Things go wrong. What isn't acceptable is repeatedly avoiding straightforward questions and providing explanations that are subsequently contradicted by the courier's own tracking information.

After all the emails, “escalations”, promises of urgent follow-up and knowing exactly why the delivery date mattered, CETTIRE never even followed up with me once the DHL tracking appeared.

The order missed the event it was specifically purchased for.

CETTIRE sells luxury products, but in my experience the customer service when something goes wrong is anything but luxury.

Good prices are worthless when you cannot trust the information you're being given or get a straight answer about an order you've already paid for.

I had purchased from CETTIRE previously without an issue. Unfortunately, this experience showed me how they handle things when something actually goes wrong. I won't purchase from them again.

Absolutely appalling customer service.

**A €1,500 Purchase Turned Into a Nightmare Due to Non-Existent Customer Service** **€1,500 item received damaged and virtually non-existent customer service** I purchased a handbag from Cettire for approximately €1,500, and it arrived in an unacceptable condition, with clear signs of damage and deterioration. I am attaching photographs so that… Read more

other customers can see for themselves the condition in which I received the item.

What should have been a straightforward return has turned into an extremely frustrating experience.

Cettire does not provide a customer service phone number, meaning that when a problem arises, there is no way to speak directly with a representative. All communication is handled exclusively by email.

Since this issue began, I have sent more than 15 emails. Responses are slow, are only provided in English and, in my experience, appear to be automated or chatbot-generated: they consist of generic messages that fail to address the specific questions I ask and provide no real solution to the problem.

Furthermore, my return has been complicated by an issue with the return label, followed by a problem with FedEx. I have explained the situation to Cettire repeatedly and have expressly requested, in writing, something as reasonable as **one or two days of flexibility regarding the return deadline** if a delay caused by the carrier makes it impossible to meet the original deadline.

They have not even responded to this request.

In the meantime, I have personally had to spend countless hours trying to resolve the issue with the carrier and incur additional costs in an attempt to ensure that a €1,500 item can be returned within the required timeframe. Cettire has provided virtually no effective assistance whatsoever.

I find it particularly concerning that a company selling luxury products at this price point does not provide accessible, responsive and genuinely human customer service when something goes wrong.

Buying is easy. The true quality of a company is demonstrated when something goes wrong and it has to take responsibility and respond to its customer. My experience with Cettire so far has been extremely disappointing.

I will update this review if Cettire ultimately responds appropriately, takes responsibility for handling the issue and allows my return to be resolved in a reasonable manner.

**Update:** After sending even more emails, they are still not responding. If you look at the Australian review website ProductReview, where this “company” has also been reviewed, the number of customer reports alleging fraud is deeply concerning.

“Cettire’s Return Fees Were Not Clearly Disclosed Before Purchase” I am sharing my experience so that other consumers can make a fully informed decision before purchasing from Cettire. In my case, Cettire deducted a USD 28 return fee and an… Read more

additional processing fee from my refund. In one recent transaction, Cettire expressly confirmed to me in writing that the additional processing fee was 15% of the original purchase price.

My main concern is not simply the amount of the fee. It is the lack of clear and adequate disclosure before purchase.

I repeatedly asked Cettire to provide transaction-specific evidence showing where these significant return and processing fees were clearly disclosed to me before I completed checkout and before my payment was accepted. Despite extensive correspondence, Cettire did not provide a contemporaneous checkout notice, screenshot, or other transaction-specific evidence demonstrating that these charges had been clearly brought to my attention before purchase.

This is particularly important with luxury products. A 15% processing fee can be substantial. For example, on a USD 1,000 item, a consumer could potentially lose USD 150 in processing fees, in addition to other return charges.

After I challenged the fee and pursued the matter extensively, Cettire ultimately agreed to waive the 15% processing fee on one of my transactions as a one-time courtesy. However, my broader concern regarding transparency and pre-purchase disclosure remains unresolved.

In relation to another transaction, Cettire also relied on a separate USD 50 processing fee and stated that the applicable policy had been available on its website. Again, I requested evidence showing the specific policy and disclosure applicable at the time of my transaction, but I was not provided with transaction-specific proof demonstrating that the fee had been clearly disclosed before purchase.

Consumers should not have to discover significant financial consequences only after returning an item. Material conditions that may substantially reduce a refund should be clearly and conspicuously presented before a customer commits to the purchase.

My recommendation to anyone considering purchasing from Cettire is simple: carefully review the return conditions before paying, and take screenshots of the return policy and checkout process for your records.

This review reflects my personal experience and the written correspondence I received directly from Cettire.

Warning: Unjustified fee deduction for failed delivery with valid address I feel compelled to warn potential buyers about my experience with Cettire regarding a high-value purchase worth €2,900. Despite providing my completely correct address at checkout and receiving a shipping confirmation with the correct details, the item was never… Read more

delivered. According to the updated tracking status, the package was returned directly to the merchant marked as "undeliverable", without any attempt to deliver it to my address.

Although the non-delivery was clearly the fault of the merchant or their shipping carrier, it took weeks for a refund to be processed. More importantly, Cettire wrongfully deducted a €25 return fee from my total refund. Despite repeated requests, Cettire refuses to reimburse this fee for a logistics error that was entirely on their end.

Holding customer funds for weeks and charging fees for non-deliveries caused by their own partners is completely unacceptable. Given this experience, I strongly advise against purchasing from this platform.

Beware of this company, they don’t allow you to return some items such as Tom Ford T-Shirts. This isn’t clear at the time of purchase. They also charge a $30 fee per item for the items you can return. If you cancel a shipment from them they charge $150 USD penalty. You are forced to book a collection from your home address, there is no option to… Read more

ship yourself. I will never use this retailer again. If something doesn’t fit you’re going to be at financial loss. I’ve never seen such rouge behaviour from an online retailer. Staff are not friendly either.

Cettire scammed me. I purchased a $1000 dress which looked absolutely nothing even close to the photos online so I immediately returned it without wearing it or taking the tags off. They claimed it came in a damaged condition so they did not refund me and did not even ship it back to me so basically just stole from me and offered zero costumer service.

Yep, should have read the reviews before ordering. 13 business days and still hasn't shipped. Customer service is non-existent. Out of pocket $3k and wishing I'd read the reviews beforehand.

Terrible. I paid in app for one item and the money didn't go through. It took a month to get back in my account. Then I ordered one item and after a week I received an email from Cettire that said the item is out of stock. Then I ordered another item and I've got another email saying that item is out of stock too. So my money is out of my account… Read more

within the last two months and I've got nothing. The interesting thing is I can see both items are still available on Cettire with higher price. DO NOT WASTE YOUR MONEY AND TIME.

I’ve ordered a few times from Cettire and I’ve always hit the mark. If you’ve ordered something that needs returning, may time be on your side. They state that you have to wait 7-10 days after receiving your return for them to process it. Well, that is true. I am day 6 and I’ve heard nothing as yet. NOTHING should take this long to return.… Read more

Appalling. Also, they charge me for the return postage. This experience will definitely make me think twice before I invest my money in a piece from here again. Woeful. But I doubt that Cettire care.

The only star they get is for fast delivery. Everything else is a let down… I purchased a pair of Birkenstocks which they delivered to Australia fairly quickly but upon arrival I noticed the suede was damaged on the front. I emailed their customer service team who then replied and asked for several photos. They then refused to arrange a courier… Read more

until I pushed them. Finally they arranged for DHL to pick up the parcel. The parcel arrived and after 14 days of “reviewing” and a follow up email they said they’ve sent the shoes back to me on the basis that the goods were damaged. Now to most people that would be ironically funny but it’s infuriating.

Anyway, now they are also saying that it refuse the return they’ll charge me another $150. The cheek.

I received an incorrect item due to a mis-packing error, which was later confirmed by Cettire. I requested an exchange while the correct item was still available on their website, but this was refused because the price had increased. I was then pressured to return the item within a strict timeframe and charged a $30 return fee, despite the error… Read more

being on their side.

Customer service stopped responding, and I felt forced to proceed with the return to avoid missing the deadline.

Very disappointing experience, especially for a luxury retailer.

I purchased a Jacquemus winter jacket from Cettire for DKK 7,489.12. After only 2–2.5 months of normal seasonal use, the fabric around the zipper tore, making the jacket unusable. A winter coat without a functioning zipper cannot be worn as intended. I contacted Cettire multiple times to request a proper remedy under consumer law. Despite… Read more

extensive documentation, they repeatedly refused to treat this as a defect, incorrectly claiming “wear and tear”, “tags removed”, and later that “one year had passed”.

Instead of offering a repair, replacement, or meaningful refund, Cettire only offered a DKK 374 goodwill refund (approx. 5% of the purchase price), which I declined.

The communication was dismissive, and legal arguments were ignored entirely. I was left with an expensive luxury jacket that cannot be used.

Based on my experience, I would strongly caution other customers about buying high-value items from Cettire, as they do not appear to stand behind their products when problems arise.

I purchased shoes for my husband as a Christmas gift. When he tried them on Christmas Day, they turned out to be too large. After contacting Cettire’s customer support, we were told the purchase fell outside their 14-day return window and that no exceptions would be made. Unlike most retailers, Cettire does not offer an extended holiday return or… Read more

exchange period.

After nearly 10 days of back-and-forth with customer support, they finally suggested an exception might be possible and asked us to submit multiple photos of the shoes from all angles to prove they were unworn. The shoes were never worn, still had all tags attached, and were in brand-new condition. We promptly provided all requested photos.

Despite this, Cettire responded with the same canned message stating the order was outside the 14-day return period and closed the case. It’s unclear why they requested extensive documentation if they had no intention of reconsidering their decision. Overall, this was an extremely frustrating experience, and I would not recommend purchasing from Cettire, especially during the holiday season.

Cettire’s 10-day return policy is shockingly short, especially over the Christmas period. Between delivery delays and holiday closures, this policy feels deliberately unfair to customers. Customer service offered no support or goodwill and simply hid behind the policy, which shows a lack of care for their customers. This has been one of the most… Read more

disappointing online shopping experiences I’ve had.

I won’t be shopping with Cettire again and would not recommend them.