3.9
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I ordered 3 dresses in total - one arrived and it is fantastic - good quality and looks great. Already had several wears. The other two look lovely but I realised I had impulsively over-ordered and don’t need all three.
Unfolded very kindly let me cancel the order of the other two that were still in process, no questions asked.
I will definitely use them again.
A fabulous company with excellent customer service. Cally kindly donated a voucher which I am putting into our school PTA raffle. The best quality garments, which I have several and wear a lot.
Totally worth the wait!
I ordered a blue Morag dress a while ago and due to a mix up (a received the wrong item) and then with a fire in the warehouse it has taken a bit longer than expected to arrive. The company have been just great & responsive to emails dealing with the issues - sourcing a dress and getting it to me. This week it finally arrived. It’s just FABULOUS in! I love it. The fabric is light, great for summer and the (bias) cut and fit are perfect and I feel a million dollars in this dress. I’ve ordered a few other items and just can’t wait for them to arrive. Thank you to Cally and the team who have been great (and even have issued a refund on the price due to all the confusion). Absolutely definitely worth the wait and a stunning addition to my wardrobe. Thank you! ❤️
Would 100% recommend!
I made an enquiry by email about round necked dresses and they responded within the hour with the news that new round necked products would be coming next month.
I have not given a 5 star review as I haven't yet purchased anything from the company. But I shall be looking out for the new product
At Unfolded every item is designed with our customers and then made after you order. To ensure no waste.... Why? 30% of clothes produced are never sold - this year that will be 26 billion items of clothes! This can't go on. At Unfolded we're on a mission to take on fast fashion. We make sustainable clothes without all of this waste and do good with the savings. What good? With the savings we offer you amazing quality at a great price, pay garment workers better and fund kids near our factories to learn to read and write. Yes - delivery takes longer but it's worth it for the planet, the people who make our clothes and you! Join 75,000 other women shopping better at ThisisUnfolded.com
EH2 4AD , Edinburgh , United Kingdom
3.9
1K reviews
Replied to 100% of negative reviews
Typically replies within 1 week
A great idea but this company is poor . Take your money then keep pushing order date back .. apparently made to order but made in India and they fail on customer service . I’m still waiting 2 months later
Date of experience: April 27, 2025
Reply from This is Unfolded
Hey Denise! Sorry that you've been impacted by the issues with our logistics provider by the sounds of things. If your order hasn't been packed we're more than happy to cancel it for you if you want to send us a message. We're a small company so it can sometimes take a while to reply but we will get back to you ASAP!
Made an order mid February and still not arrived. I contacted Unfolded to let them know I needed my trousers by the beginning of May when I go on holiday. Assured they would arrive despite a factory problem. Frustrating as no further update and no trousers and have contacted them again. So I cannot comment on quality as nothing sent yet.
Date of experience: April 26, 2025
Reply from This is Unfolded
Hey Yvonne,
I can see we've sent you two email updates about these trousers, could you check your spam? They have finished production and are now clearing customs to arrive with you. If you want more information or need any help please don't hesitate to send us a message.
Team Unfolded
I ordered 3 dresses in total - one arrived and it is fantastic - good quality and looks great. Already had several wears. The other two look lovely but I realised I had impulsively over-ordered and don’t need all three.
Unfolded very kindly let me cancel the order of the other two that were still in process, no questions asked.
I will definitely use them again.
Date of experience: April 25, 2025
Reply from This is Unfolded
Ahh thanks so much for sharing your experience!
Totally worth the wait!
I ordered a blue Morag dress a while ago and due to a mix up (a received the wrong item) and then with a fire in the warehouse it has taken a bit longer than expected to arrive. The company have been just great & responsive to emails dealing with the issues - sourcing a dress and getting it to me. This week it finally arrived. It’s just FABULOUS in! I love it. The fabric is light, great for summer and the (bias) cut and fit are perfect and I feel a million dollars in this dress. I’ve ordered a few other items and just can’t wait for them to arrive. Thank you to Cally and the team who have been great (and even have issued a refund on the price due to all the confusion). Absolutely definitely worth the wait and a stunning addition to my wardrobe. Thank you! ❤️
Would 100% recommend!
Date of experience: April 24, 2025
Reply from This is Unfolded
Ahhh thanks Sue! Love that you love Morag so much and thanks for bearing with us as we figured everything out...
A fabulous company with excellent customer service. Cally kindly donated a voucher which I am putting into our school PTA raffle. The best quality garments, which I have several and wear a lot.
Date of experience: April 22, 2025
I placed an order for 2 dresses on 28 Feb 25. It is now 24 April 25 nearly 8 weeks ago. No dresses. Order is now cancelled. I cancelled order 4 weeks ago. Still waiting for a refund. This company is a shambles. The Dragons were right not to invest. Refund me my money please. I have sent an e-mail to you today 24 April 25.
Date of experience: April 24, 2025
Reply from This is Unfolded
Hey Alison,
I can see that our team actioned this for you this morning, we're sorry that your previous email hadn't been received and that your order had been delayed due to the fire with our logistics provider.
I made an enquiry by email about round necked dresses and they responded within the hour with the news that new round necked products would be coming next month.
I have not given a 5 star review as I haven't yet purchased anything from the company. But I shall be looking out for the new product
Date of experience: April 22, 2025
Reply from This is Unfolded
Ahh thanks Moya - we try our best!
Really helpful ...quick and friendly reply to my query. Can't fault. Just waiting for my delivery now.
Date of experience: April 22, 2025
When I ordered a dress it was with a discount code. However when I paid I was charged full price. I emailed TIU and got an immediate reply, the discount was applied and the money refunded!
Can’t get better service than that
Date of experience: April 22, 2025
Contacted the customer support team to request a change of delivery address. Cally responded within 3 minutes of my message!
Fabulous customer service!
So looking forward to the arrival of my new This is unfolded items-quality goods!!
Date of experience: April 21, 2025
My order was taking ages (months) and then I got the email that others also received saying a factory fire would delay my order even further. When I researched the fire I could not find any mention of it. They said nobody was injured or killed. The only fire I found in India was not at a clothes factory and people sadly died.
They have issued a refund as requested but my biggest question is how sustainable are the clothes?
From my experience of being in India, I would imagine the people who work in the factory get paid very little.
Plus shipping them all this way can hardly be environmentally friendly!
Why not make the clothes in the country they are ordered from? Surely this would be a better idea.
Sad not to receive my order but I could not wait any longer.
Date of experience: March 31, 2025
Reply from This is Unfolded
Hi Zena,
I can see our team has processed this refund and sorry you couldn't wait any longer for this.
Sadly your order was impacted by the fire with our logistics provider, one of the biggest shipping companies in the world. There are several articles about this online and we included a link in the email to a TV report on it as well. We've included one below as well, sadly it likely won't link to it but you can copy and paste it if you want to explore it in more depth. Sorry if we didn't make it clear enough that it was the logistics provider/warehouse for shipping and not a factory. And luckily no one was hurt at all.
Just wanted to share some more info on your other points as well, hope that's okay.
We pay well above the minimum wage with our factory partners and as broken down on the site we then pay additional bonuses based on how each collection sells. We've included a link to this info below as well. We also pay this to all workers in the factories, not just those working on our products.
In terms of your point about the environment - we offset all of the logistics carbon created. The UK doesn't produce fabric in volume so there would be no difference in environmental impact producing here over making in India.
The biggest impact on the enviroment is actual the overproduction of goods that then don't get sold. This year it's estimated 26 billion items will be made and no sold - making these clothes will create around 2% of the worlds greenhouse gas emissions. Our mission is to make a better way to make clothes that stop these clothes being made, to show people that together we can fix this industry. We've got a lot of work to do to achieve that and to make a better system but we're really trying.
We hope you'll give us another go in the future!
Team Unfolded
Fire info - https://www.timesnownews.com/city/gurugram/gurugram-fire-video-massive-fire-engulfs-warehouse-in-saraswati-enclave-calls-for-20-tenders-article-151331618
Info on factories - https://thisisunfolded.com/pages/our-factories-new
Ethics are great but delivery/customer service is shoddy. Timelines frequently missed or moved. Still not recieved my order which should have shipped 24th March - one of the items already delayed to end of April - and that’s before shipping. I have got to be seriously impressed with the items to change my opinion!! Really wish I could cancel tbh
Date of experience: April 20, 2025
Reply from This is Unfolded
Hey Melanie,
Thanks for reaching out - as a made to order brand we can sometimes have delays with fabrics or production. We do communicate these frequently and if you would rather not wait we'll always be happy to cancel you order. We appreciate our model is very unusual to a normal brand and that it does mean dates can sometimes change due to things outside of our control.
As mentioned if you're not happen please feel free to send us a message and we'll be happy to cancel your order and offer a full refund.
Team Unfolded
I ordered two dresses on 31st of December. After a couple of months and quite a lot of chasing a package arrived from unfolded with no packing slip and just one of the dresses. So I contacted them and eventually got my second dress 3 1/2 months after the original time of ordering. The customer service was good, but it’s very unusual to receive goods so long after you have ordered them. The items themselves are really good apart from with the Morag tea dress, I’m not sure how I’m supposed to get my boobs into the top of it, it is definitely not size 16 on the top. I’m not sure if this company is doing all the things that it claims to do. The fact that there’s a warning from Trustpilot that they are breaking some of the Trustpilot rules is concerning. I don’t think I’ll come back.
Date of experience: April 20, 2025
Reply from This is Unfolded
Hey Sara,
As we make to order it does take longer to deliver your item, sorry if this wasn't clear enough to you in the process. We can of course always cancel an order if you're not happy to wait.
We have a Trustpilot warning as we refuse to pay for their services, as a small business it's just not viable for the insane amounts they charge. It's a shame but sadly nothing we can do about it.
If you have any issues please don't hesitate to let us know and we'll be happy to sort it!
Team Unfolded
I wanted to change my order so emailed customer service. Amy, who replied was really helpful and did it for me, she was excellent
Date of experience: April 15, 2025
Reply from This is Unfolded
Awww thanks so much for sharing that Sue!
I actually came online to order something but when I read the negative reviews about Customer Service I felt that I had to share my experience.
I’m 4’11 and I was worried that even the petite dresses would be too long for me so I emailed customer service to ask them. They responded within 24 hours and could not be any more helpful!
Now I’ve said that I’m going to order my dress and I will leave a review about my experience of that.
Date of experience: April 15, 2025
Reply from This is Unfolded
Ahhh thank you so much for saying! Means a lot to our small team....
Ordered 2pairs of trousers on 4th of March Still no delivery Apparently the factory burnt down and that has delayed the order further until June !! They’ve had my money all this time Feels like I’m being gaslighted
Date of experience: April 17, 2025
Reply from This is Unfolded
Hey Karen,
We're sorry that you've been impacted by the fire at our logistics partner that caused some orders to be destroyed, we're working as quickly as possible to replace these orders.
We've requested more information here but please also send us a message as we'll be happy to cancel this order if you don't want to wait till these finish production in May!
Team Unfolded
Dresses are nice and fit ok, but they are severely let down by delivery times and customer service.
I ordered 5 items over 2 orders had problems with 3 of them!
The 1st one was a pair of trousers which I ordered in a size 12 and received a size 22, my size was out of stock, so I never received them!
2nd was a dress ordered at the end of August, for an event at the end of September, this didn't arrive until the beginning of November, completely missing my event. The customer service was nonexistent, and their tracking was absolutely abysmal.
3rd was a jumpsuit that you had to be a contortionist to get in and out of! Their return policy is for the customer to pay to return or use a swap or sell on Facebook option, neither of which were working or viable. Ending up having to pay to return.
I had such high hopes for Unfolded, but won't be ordering again.
EDIT: They obviously don't read reviews properly, or they wouldn't be offering a free return for an item already returned! It shouldn't take a bad review to offer free returns for poorly made clothes either.
Date of experience: March 06, 2025
Reply from This is Unfolded
We're sorry about the issues you've had here - we'll be happy to sort out the final issue with the jumpsuit you've ordered.
Please send us a message and the team will sort out a free return for you.
Team Unfolded
Really disappointing, after almost 5 weeks item hadn’t arrived and was not able to track where my order was on their website, so decided to cancel. Would have liked to support an organisation with this business model .
Date of experience: April 16, 2025
Reply from This is Unfolded
Hey Mandy,
Sorry if our timelines weren't clear to you.
Looking at your order it had a ship date of the 29th of April when you ordered and this would have been confirmed in our order update emails. This is still on time but I can see you requested a cancellation which our colleagues cancelled for you on the day.
Sorry this order didn't work out for you this time!
Team Unfolded
I saw repeated advertisements across social media by this company for their beautiful dresses that includes internal links to their shopping page. They use many influencers to come on and also show their dresses and it was the fact one who did close to me with a Northern Irish accent that gave me the final push to click on that internal links on Instagram and buy both a blue and a red dress for my upcoming holiday in May.
THAT was on the 2nd of March 2025! I fully expected my clothes to arrive about a week or so later. They didn’t so after 3 weeks and no sign of them I started to research this company via their welcome email and order confirmation. They have a nice glossy website.
I emailed from my email that I ordered and yes someone from there did reply within a few days to say yes this is legit, no you haven’t been duped but one dress will not be dispatched until end of April and the other in June!??? I was very surprised and probably more annoyed too. Like why I was thinking. It was mentioned further down the email with a screenshot that when you buy it clearly shows when to expect a delivery as the this is ethical clothing and is made to order in India and then shipped and it takes a long time.
Right so fair enough. This is a worthy idea. But not once did any of the advertisements make this clear and also when your ordered off your mobile phone everything is very small, it does not make it clear and does not offer a pop up reminder before you make the final purchase. Not once was I made aware or was aware of what the ethics of their shop was and also meant an incredible waiting time for my delivery.
I have just looked on the website and I also see no refunds and no cancellation is available to me. Yet they took over £80 of my money.
So it looks unlikely I will have either of these dresses to wear for my holiday. I would never have ordered had it been much more obvious and made clear to me their business model and also I have no way to cancel or return the items for a refund if they do not fit.
What they are doing making the point about the clothing industry via their business about disposable clothing and that this is bad for the environment. While is admirable but how they are going about it is not. They also do not mention this much if at all in their advertisements. They instead focus on the design and look of the clothing they are selling, which they don’t yet have physically to sell. Their designs look great on social media but I have no way to know if the standards provided to influencers will be what the common buyer will receive? Unfolded are being a bit sneaky and then being hard nosed about the refunds and returns. They really should order at their own expense and then sell what they have stock of. There are far too many variables here in the current business model that can go wrong and they have stooped to underhanded ways to extract our orders and our hard earned cash.
2 stars are for the fact they actually kindly replied to my email and also for the fact one of their factories burned down in India which is distressing to hear and I hope no one got hurt. I’m so sorry to, but I use this distressing information to kindly refer to my earlier point of “too many variables”.
Date of experience: March 02, 2025
Reply from This is Unfolded
Hey SJ,
We've sent you a request for more info so we can find your order for you.
If your order is still in production (which it sounds like it is) then it's not a problem to cancel. Either just send us a message support@thisisunfolded.com or via DM on social media and we can do this. You can also do this yourself by heading into your account and sending a cancellation request. Our team will be more than happy to do this for you.
Our whole ethos and approach is making clothes without waste and the best way to do this is to design clothes with our customers and then make them after you order, we get this means it takes longer and that this can be frustrating, especially if you've ordered for an event of holiday. We do show a date on every product before ordering and we've also got several links in the menu that explain our ethos and approach to how we make clothes.
To try and make this as clear we take a range of actions but again we get that sometimes they might get missed and we've taken your feedback on board.
Our approach is designed so that you get great sustainable clothes at a fair price, garment workers are paid more, our clothes are kinder to the planet and we can do good in the world at the same time - your order will have funded a child to learn to read and write near our factories.
Again though we never want anyone to be unhappy or feel like something hasn't been clear enough to them so just send us a message and we'll be happy to sort you our a refund straight away!
Team Unfolded
First time order placed 25th March hoping to wear the dress at the end of April. Just emailed them and to be fair had a prompt reply. However dress will be dispatched end of Arpril with a vague delivery of another 10 days after that. Just feeling a little uneasy about the company and if I will actually ever receive anything
Date of experience: April 15, 2025
Reply from This is Unfolded
Hey Janet,
Thanks for reaching out - we don't give an exact date for an item to be delivered as it has to pass through customs and this process can take a day or it can take a week, it really depends on what else is being cleared at the same time.
When ordering you can always see the ship date on a product and also an explanation about the process that happens after this point.
If you don't want to wait then please just send us a quick message and we'll be happy to cancel your order and provide you with a refund.
Team Unfolded
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