Belstaff - Reviews and experiences

I had a messy refund situation and it took ages of back-and-forth emails (maybe my fault for not being persistent). Still, the pieces themselves are solid and I reach for them almost daily. Customer support could be quicker, but product quality kept me coming back.

useful product, terrible refund handling. I bought a jacket in January, was actually pretty impressed with the build and fabric — that was a surprise — and returned it a few weeks later. First impression of the item and the return label process was fine, easy enough. After that everything went sideways. They kept telling me they were "dealing with it" and I kept waiting for a £529 refund that never showed up. It’s been months, the balance is gathering interest on my credit card and I’m worn out repeating the same story to different reps. One rep even sounded sincere once, which was odd, but no refund. I’ve emailed, called, used the complaint form; I’m now looking at my bank and small claims. If you want the product it’s decent, but for money and returns I can’t recommend them.

the item itself is great for my daily use. Big downside: the returns process is frustratingly slow and could be handled way better.

pack items better (just wrap the coat next time) and give clearer return updates. Grateful it resolved in the end, and yeah, I’d shop again but with more caution next time.

their warehouse handling and tracking are awful. My parcel was “lost” at a Jersey location, then apparently put on a pallet and stalled in transit, then reached a Polish warehouse two weeks ago — and still no refund. Customer service sends the same canned replies every time (sincere-sounding “sorry”, but nothing else) and zero real transparency about where the item actually is or when my money will be back. I’m not dramatic normally, but having a thousand dollars tied up for months is stressful and unnecessary. Would’ve liked clearer updates or a proactive resolution; instead I got radio silence with polite words. Lesson learned — buy in person if returns might be needed.

use your credit card company and expect to do the follow-up yourself — the retailer isn’t going to come pick up a faulty item. I bought an expensive leather jacket, it arrived with obvious damage, and despite paying for home delivery I was told I needed to arrange packaging and post it back myself if I wanted a return. That didn’t sit right with me, so I asked them to collect and swap it for a replacement. They refused, repeatedly arguing that collecting wasn’t required unless it was “inconvenient” for them (their words, more or less). I pushed back because it felt wrong — this was their mistake — and after wasting a lot of time I filed a chargeback through my card issuer under the Mastercard process. The bank’s position was straightforward: the customer must make the item available and the merchant must arrange collection. The retailer kept contesting it, trying to reinterpret the rules to suit themselves, but the issuer stuck to the rules and I eventually got a full refund. The jacket was never collected. So yes, outcome: refund, which I’m glad about; but effort: non-trivial, frustrating, and entirely on me. A couple of practical notes for anyone in the same boat: document everything (photos, emails), be explicit about asking for collection, and if they refuse, contact your card issuer sooner rather than later. Also expect a back-and-forth — the retailer may try to dodge responsibility by asking you to do the legwork. I’m relieved it worked out in the end and thankful the issuer enforced the rule, but don’t expect good will from the seller. If you value your time, avoid stretches where you have to argue over what should be a straightforward return. My advice: save yourself the headache and let the card company handle it — they know the process and they’ll push back when the merchant won’t.