Undercover UKRecensioni 

Placed an order on the 7th June, leaving a message at checkout (assuming this is for the gift tag or similar).
By the 17th June I'd had no dispatch notification so sent a polite enquiry, to which I received (an admittedly quick) response that they hadn't made it because they were unsure what to do with the gift message.
It was now too close to Father's Day to pursue this so I made other arrangements and politely asked to cancel, to which Sally agreed and said she had refunded me.
By the 24th June and no refund I again emailed in to ask if this can be processed - no response so I have taken it up with PayPal.

I am genuinely pleased for them that they can seemingly afford to ignore an order and just wait for customers to chase things. But like others, I also found Sally to be brusque and curt, and had they just refunded as promised I would have moved on without feeling need to review.

Didn’t think to query an incorrectly chosen ring size on an order for a recipe folder and recipe dividers and proceeded to make and send a recipe folder that was not compatible with the dividers and impractical to use for its intended purpose. When contacted regarding this, offered no option to adapt the product to make it usable.

theses guys were awesme, super nice, super accommodating the the end result was perfect !

My expectations were not met. Placed order on 28/10/25. After two weeks of waiting I asked for an update on expected delivery of my order. I received a message saying my order had to be “remade” and would then be dispatched. I waited and waited! So after another week I contacted them again to be told my order had to be “remade” ! Needless to say I wasn’t best pleased with this situation again! I was then assured it was being dispatched on 19th November Royal Mail 24hr delivery service. My order was eventually received on 24th November almost a month after placing my order!
Customer service poor as it would have been courteous if Under Cover contacted their customer advising of a delay. Not the customer having to chase them.
I definitely wouldn’t recommend this company and will not buy from them again! How they are in business surprises me? Quality of item poor. Really lightweight metal and I mean lightweight. Only time will tell. Really disappointing.

Bought a large leather placemat and the quality is terrible! The leather is extremely thin and doesn't feel like leather- more like cheap cardboard. You can see the cork underneath which is very unsightly. This cannot be seen in the photos on their website. For the price paid, you would have expected it to be of a much higher quality. The company also does not offer refunds.

Unhelpful emails. Ordered on a Saturday under the proviso that orders are sent “1–2 working days via DHL”

Item then delivered 4 working days after. Wording on website is probably too
Ambiguous:

RUSH Delivery Upgrade: For a £15 surcharge, we’ll pull your order to the front of the queue. A dedicated team member will prioritise crafting your item to ensure it’s made and shipped the next working day

But then for UK delivery: Standard Delivery: Via DHL tracked (1–2 working days).

When my package went missing just before Christmas, William at Undercover picked up my query and thereafter emailed me daily to either ask for further information to pass to DHL, or to keep me informed on how his search was going. He was polite, keen to sort the problem out and informative - and kept going until he finally located the package and ensured it arrived with me the next day. I felt extremely lucky that i was clearly talking to a person who never once made me feel like i was being a nuisance and who was keen to resolve the situation - so rare these days!

Items arrived late, but this could have been due to Christmas post. I ordered personalised book marks as stocking fillers. I was disappointed when they arrived. The design was fine, but the personalised initials looked nothing special, just plain and a little boring. However I felt that the quality seemed rather poor. The leather was thin and just felt like covered cardboard. They weren’t expensive, and there was lots of choice of colours and designs, but I would rather have paid a little more and got a better quality item.

I had a 5* shopping experience with Undercover UK! A fellow wedding celebrant recommended them to me. I accidentally misread the delivery information and reached out to them via email, to check if they could deliver my leather folder in time for a wedding I was officiating at The Hovels at Harewood.

The next day, William called me and assured me that he would process my order as soon as I approved the proof. William was so professional and courteous. The folder was delivered on time and exceeded my expectations. I can't wait to use their services again in the future!

Thanks again
Anita Golob
Wedding Celebrant at Lovage Ceremonies, Harrogate.

Just purchased a bespoke binder for keeping random recipes I want to hang on to. The price was reasonable and the product is just what I wanted. Great quality. I was kept informed of the progress of my order and it was delivered in a box which kept it safe while in transit. Thanks to Tracey(?) who made the binder.

Wonderful leather Filofax. Both myself and my mum have one now (as I had to get another for her when she saw mine and fell in love). Brilliant customer service, and helped us when there was a issue with one of them - they fixed and sent it back to us right away. Would highly recommend!

The binders I received were so nice I said to myself I must leave a review to show my gratitude and some of the previous reviews honestly shocked me lol! I may have not went ahead with my order. I found them via Etsy and the Etsy reviews were good so I ordered two 6-ring binders and they're both beautiful. No complaints here. I can't comment on customer service, but my order arrived within a week and no issues with them thus far. Will definitely be a returning customer, got a few gifts in mind already!

Excellent service and high quality products.
Have purchased several items over the past couple of years for use in my Celebrancy business.
The products are well-made, and application of my logo superb (I chose gold-leaf, which not only looks good on first use, but is very durable).
Highly recommended.

Great value for money, exceptional customer service, always willing to go above and beyond to make your perfect gift.

Appalling customer service. Issues not resolved and emails ignored. AVOID....

Undercover UK, were so kind and helpful. I ordered a leather binder, which unfortunately was damaged in the post. Otherwise the item was gorgeous!!! They gave me the option of a refund or replacement and acted immediately. Very happy with the service and would highly recommend.

I ordered from Undercover because I had been let down by the printer regarding a personalized memorial book just 3 days before the funerals were due.
Not only did I receive a book that actually looked a lot nicer that what I would have received from the printer, but the Team at Undercover understood the emergency of my situation and helped me with the delivery / courier.
Top quality products and top customer service, what

Doesnt care about customer service, do not order.

This is a fraudulent website, do not ship items, do not do refund, do not order from them. Sally is a rude person, I will report her website to the consumer board, do not order from them.

I would give zero stars if that were possible. Terrible customer service, frankly Sally is rude and unprofessional. No answer whenever I have tried to call and my last two emails have been ignored. Having now read previous reviews it would appear that this completely normal. Avoid using Sally and her company.