Very Bad experience avoid .
I purchased the Flamingo Pink duvet set based on the advertised photos, which showed a vibrant, high-quality design. When it arrived 10 days later, it looked nothing like the images. The design appeared flat and cheaply printed, and the pillowcases were small and tacky.
Before purchase, Claire and Mike from Holsper were friendly and responsive. Once I raised concerns, that changed.
I carefully unfolded the duvet halfway to inspect it and refolded it exactly as it arrived. I requested a refund because the item was not as described. Instead of acknowledging the discrepancy, Claire suggested it was due to “studio lighting differences” and offered a 30% partial refund to keep it. I declined and requested a full refund.
The return process was unnecessarily awkward. I had to answer additional questions before being sent a prepaid label, which I had to print at my own expense. They do not provide QR codes. I paid £1.50 to have the label printed and was instructed not to send it in the original packaging but to place in a cardboard box ot a very stron Jiffy bag This does not feel like a customer friendly returns process. I recieved the package on Monday and on Wednesday
While I was in the Queue at the Post Office waiting to return the parcel Claire emailed me asking me ifI could to delay posting till Friday so their warehouse could inspect it on Monday I thought that a very very strange request and posted it as I was already in the post office and totally fed up with the palaver of returning this item.
Two days after posting, I received an email stating the duvet had arrived back “dirty and contaminated” and was therefore unsellable. They refused a refund. Btw The so called “warehouse” is a residential address in Northampton. They offered to send the item back to me at my own expense and said if I did not respond within 14 days they would dispose of it and retain my money.
Next day I opened a PayPal dispute on Saturday.
At 10pm on Sunday evening, Mike emailed me in what I found to be a patronising tone, stating he understood how “frustrating” this must be for me but insisting the duvet had been returned “filthy and contaminated.” He attempted to persuade me to close the PayPal dispute and deal directly with them instead.
Mike then stated that if I continued with the PayPal case, they would submit around 20 photographs as evidence of the “filthy” condition. He sent these photos to me directly, which appeared intended to intimidate or discourage me from proceeding. Despite this, they did not respond to PayPal at all.
replied that I had returned the item unused and in pristine condition and would allow PayPal to decide.
I sent all my evidence to PayPal &
the case was decided in my favour. I received a full refund.
After reading other reviews, it appears this Is not be an isolated incident. They've done the same thing to other people
Based on my experience, I would strongly advise others to avoid this company they are total con artists.
Risposta di Holsper
Hi Simone,
For transparency, we’d like to clarify a few important points for future readers.
This was your second order with us. The product quality, material and supplier were the same as your previous purchase.
Across this order and return process, we exchanged 7 support tickets and 89 emails. Every question was answered, additional information was provided, and we supported you through each step. That level of communication reflects how seriously we take customer service as a small business.
When you felt the design did not meet your expectations, we immediately offered a completely free return label. We also offered an optional partial refund as a goodwill solution in case you preferred to keep the item. You declined, which is absolutely your right, and we proceeded with the return.
The refund decision was not based on colour perception or lighting differences.
It was based on the condition of the returned item.
When the duvet was inspected on 13 February 2026, it was not in resalable condition. We photographed the parcel upon arrival alongside the item. The bedding showed visible contamination and handling beyond what would be considered a simple inspection.
Under UK consumer regulations, hygiene related goods such as bedding cannot be resold once returned in a compromised condition. This is not a discretionary policy. It is a legal requirement designed to protect customers who expect to receive brand new products.
Regarding PayPal, we intended to submit our evidence but missed the response deadline. As a small business without a dedicated claims department, that responsibility falls directly on us. The case was therefore closed in your favour automatically, and we respect that outcome.
We offer free returns because we understand that personal taste varies. What we cannot do is resell items that are returned in a condition that prevents them from being sold to another customer.
That principle protects every customer who orders from us expecting a brand new product.
For completeness, the email referenced as being sent “at 10pm” was in fact sent at 4:06pm on 15 February 2026.
Mike