Her Universe Reviews

I have been buying from Her Universe since its creation. I have a handwritten thank you from the founder, Ashley Ecklestein, from when she was sending those out with her orders in the beginning. Half my casual wardrobe is from them. That changed recently. I noticed most of their items started being marked as "non-refundable, no exchanges". I don't buy anything with that label, just in case. though I will say, I haven't generally had a problem with their items.

Last week, I ordered a dress that wasn't marked as non-exchange. The reviews were mixed on too small and too large, so I ordered my size, which was in line with their size chart. During checkout, I was offered a promo code to save "up to 70%". I think I ended up with a 50% discount. What I didn't notice was that by accepting that discount code, I was forfeiting the right to exchange the item. Apparently, that was in the fine print of the offer.

I got the dress. It was BEYOND too small. I couldn't even begin to zip it up. I tried to return it. The website told me my order didn't exist. After several hours, I reached someone. They told me that I was out of luck. Because I had accepted the promo code, I couldn't exchange the item. If I had read the offer details (something I had to click) I would have know that and not ordered it or not used the code.

I kept trying to explain and ask for an exception this one time. I got the canned "Our policy clearly states...." line repeated over and over. No wiggle room.

So, after 15 years, I will never order from them again. I am stuck with a dress I will never wear.

There were so many problems with the experience.

1. Hiding the no exchange no return language behind the "offer details" link when using the code.

2. The packing slip had return/exchange instructions and to initiate it on the website. When I went to do that I got the error message that no order with that number could be found.

3. I sent an email explaining the problem and got a canned response with "Clear your cookies and cache," and maybe my order was over 30 days and no longer eligible for return. I had included the order number and original confirmation email (with a date well within the 30 day window) so the person who responded without actually reading my issue.

4. When I got a live person on chat, they took several minutes to answer why I couldn't return it. No matter what I said, offering to pay the return shipping and new item shipping, stating I didn't see the fine print, telling them I have been a customer for 15 years and never returned anything before, the response was always the canned "Our policy clearly states that by accepting the promotional code, you would not be able to return or exchange the item."

I assure you, I was kind to the rep. I work in hospitality, which is why I can spot bad customer service as a company policy, which is what this clearly is. They discount everything and then say because it was on sale, all sales are final, regardless of product quality or sizing issues.

My order showed up quickly, actually faster than I expected, around 4 days. The tracking was easy to follow too. I’d definitely order again.

I wanted to like these because some of the designs are actually fun at first glance, but the more I looked at them, the more they felt off. A few details just don’t match the fandom properly, which is frustrating if you’re a real fan. They’re not terrible, but they also don’t really get it right.

I had a small issue with my order and the customer service team was kinda great. They got back to me quickly and sorted everything out without making it a hassle...

The style was really cute, but the fit just didn’t work for me... the shirt felt too tight in the chest and somehow too loose in the arms. I wanted to like it, but I ended up having to return it.

I found what I was looking for quickly, and the ordering process went smoothly. The site was easy enough to navigate, though I do think the product details could’ve been a little more helpful. Overall, a good experience.

I ordered a hoodie from Her Universe and it was really cute, but the sizing was a little off on me, so I ended up needing to return it. I probably should’ve double-checked the fit a bit more, but still, I’ve had easier sizing experiences on other sites.

The return itself wasn’t a nightmare or anything, it was just kind of slow. Like, I’d start the process and then feel like I was waiting around for the next step. Also, the exchange details could’ve been clearer before I ordered, because I wasn’t totally sure what my options were until after the fact.

Customer service did get back to me, so that was good, but not exactly quickly. I still like a lot of their stuff and I’d probably order again, just maybe more carefully next time. Returns could definitely be smoother though.

They do have some cute stuff, not gonna lie, but the quality just doesn’t really match the price imo. Felt a bit too pricey for what your actually getting.

I found a couple of tops I really liked, but my size was already sold out again. The styles are cute, just kinda wish they stayed in stock longer.

I really do like the designs, they’re super cute and exactly my style. My experience with the quality has been a little mixed though. One of the shirts I bought has held up well, but another started feeling kind of thin after just a few washes. For what I paid, I expected them to feel a bit better. I’d still say the pieces are cute, just not something I was totally impressed by.