I ordered a pair of boots, and the company had free shipping for orders over a certain amount. I received the boots, put one on and the zipper didn't want to zip at all without applying a tremendous amount of force. I didn't even bother trying to put the other boot on before I had decided to return them. I notified their customer service, and was told I could send them back for a full refund. After I had re-packaged them, someone from Killstar emailed me asking me to send them pictures of the damaged part... I would have had to send them a video for them to see the boot zipper was faulty. So, I let them know that I had already packaged the item.

I took them to the post office and to ship them back it cost me around $33.00. I track the package and note that it arrived had arrived to their facility. I contacted customer service and was told a refund would be issued within 7-10 business days.

Fast forward to the wee hours of this morning when I received an email from them noting I was issued a partial refund. PARTIAL?! I contacted them via email and they informed me that, "Thank you for your email. I can confirm that you have been refunded less relevant shipping costs. For orders where customers have opted for FREE SHIPPING and a refund is requested, a Shipping Fee which will be deducted from the refund/ credit amount. https://us.killstar.com/pages/returns Much love, Stacey"

I emailed again stating I didn't elect or "opt" for free shipping. Additionally, I had already paid $33 to send the item back... Stacey informed me that "Thank you for your reply. As previously advised, you have been refunded less relevant shipping costs as per the return guidelines. Due to this, I cannot further assist. Warm Regards, Stacey"

This company not only has poor customer service but they seem to be running some sort of scam concerning returns. I have previously purchased items from Killstar and have never had a problem until it came time that I had to return something.

It's too bad that a seemingly cool company treats customers so poorly on the regular! After research I see that many others have had similar issues too. Also, check out the Better Business Bureau's site where you can read other complaints filed against them! https://www.bbb.org/us/ca/los-angeles/profile/online-retailer/killstar-1216-*******/complaints

Quality of items are not worth the price you pay. Do not buy from this site, wish I would've seen these reviews before buying. Customer service takes days to get back to you.
I bought the belladonna shearling coat from them. Upon receiving the item was mortified about the lack of quality in the coat. Tons of loose threads along seams. And the embroidery detail was coming undone. Also the size was really odd, but I figured it was because I wasn't use to their clothing sizes.
I asked for a return. They gave me 2 options.
I could exchange the coat, or keep it and get partial store credit. (However didn't say how much the store credit would be)
I was really upset with the item and just wanted a return so asked if I could do that. They sent a return label and told me they would exchange it for me. Again I stated that I just wanted a return. Waited a few more days for a reply and in the meantime was getting annoyed and asked how much the store credit would be and just figured at least if I did it that way, I wouldn't have to deal with the confusion on their part. When they responded with how much it would be I asked to switch to that option. They then proceeded to tell me that I couldn't change my mind and that my only option was to send the coat back and I could do store credit. Why would I want to stay with this store!?
So now I'm hoping they just return it and give me my money back. Hopefully it doesn't take forever too. I'm very annoyed and wish I wouldn't have given this site a chance. There are much better alternative clothing stores out there that have amazing customer service. Please buyers, shop elsewhere. Don't waste your money.

I have been a customer with Killstar.us for many years now. I own many of their older styles and used to tell people about them locally anytime I was wearing their clothes.
About a month ago, I placed an order for 4 dresses during a sale they were having. The sizing was ALL OVER the place, some of them being like, 2 sizes too big, and others being a size or two too small. I never had issues with sizing in the past with this company. I ended up exchanging 2 items and returning a third. I had to spend about $15.00 in return shipping. Then, they made multiple mistakes with my exchange order causing delays and confusion with my finances. When I finally got my two exchange items almost another month later, the sizing was wildly off again with one dress fitting perfectly and the other being way too small. I emailed their customer service asking if they would consider sending me a shipping label to return this dress, since I was already out $15 for the previous return/exchange order, and since they had made a mistake with my original order, refunding me twice and causing me a lot of confusion. Not only do they REFUSE to send you any kind of shipping label, even IF they make a mistake, they will totally blow off your concerned about their garment quality and ignore anything else you say. They will repeatedly send you a link to their website and that is it. I asked to speak to a Supervisor or someone higher up over there and I was completely ignored. In this case, then, all we can do is leave reviews and share our experience in the hopes that is will save someone else this trouble. DO NOT ORDER ANYTHING FROM THIS COMPANY. The straps on the dresses are sewn poorly, they are often crooked, and I have had to hand-sew/modify the last 2 strappy dresses I bought from this place because they were sewn so poorly, or crooked, or had threads shooting out all over the place looking cheap and unfinished. Not good for $50+ a cheap cotton dress with print.

I used to be a massive Killstar customer as the products were decent and nicely packaged... Holy hell I am not sure what happened in their HQ, or what decisions were made (cost cutting and overcharge customers) but the last two products are received were shockingly stained, wrinkled and nasty. I had to pay for the postage even though it was their fault for sending me crap products. Wont order from there again and I used to spend a ton.

I was sent a warped hat, they jammed it into a box much too small for it to fit right. I have spent two days trying to repair it the way the return manager suggested and it's still warped. I spent around 50$ on the hat. This company wouldn't send me a replacement and I had to badger them to get a half baked suggestion on how to fix the product. I have purchased products from this company before, and they used to be one of my favorite brands. I won't ever be buying anything from KILLSTAR again after this.

The customer service is the worst. Even when Killstar knows they are in the wrong, they refuse to acknowledge it because they are greedy and unethical. I am usually a standard Small, but I followed their size chart for a skirt and ordered a Medium. It fit like an XL. I took measurements of the size "Medium" skirt I got and it was 5+ inches more than what was listed on Killstar's size chart. I sent photos of the measurements to customer service and they refused to refund, even when there was proof that the measurements had a major discrepancy. I had to exchange the skirt with their version of an XS. Two whole sizes down.
They make you pay for return shipping, which is just bad business when there are tons of companies that do free returns now. You're better off getting the many knock-offs of Killstar's clothes that are available now, because they are cheaper and the same quality. Don't support this sh! T company.

THEY CHANGED TO UPS! I order from Killstar for over a year for thousands of dollars without any problems or taxes! Up until now, they changed it to UPS :(( ((. My previous April order got lost, no refund no answers.

And my new June order shipped with extremely fast express shipping when I never asked for it, I had 2 options, express or normal with tracking, I picked the normal tracked one and not the express one, costumer service keep giving me automatic messages and no refunds for the lost order! They don't even read.

So angry having to order on a sale and pay double at the end because of a mistake they did. :(( (((( This will be t he last time I order from them unless they change UPS.

Compré recientemente una mochila (Sacred Sixx Backpack) la cual me ha durado solamente 1 mes! Está completamente descosida! He intentado devolverla y me han dicho que no porque se considera desgaste! Acojonante! La mochila que aparentemente cuesta 31 libras acaba siendo 60 (conversión, gastos de envío) y en un mes se desgasta... no recomiendo para nada esta tienda y mucho menos su política de devoluciones.

Muy mala calidad!________

I recently bought a backpack (the Sacred Sixx backpack) which lasted only 1 month! It is completely unstitched! I have said that I have seen that wear is not considered! Awesome! The backpack that apparently costs 31 pounds has just been 60 and at one point it wears out... I do not recommend this store at all, much less its return policy.

Very bad quality!

I ordered two items from KILLSTAR back in March. The tracking was never updated and I was told I had to wait until April 5th ( one month after I placed my order) for them to file a claim. I am in the same state as this company and it never takes more than 2-3 days for items to be delivered. So, I waited (I needed these items for a convention, which was not going to happen at this point) and I messaged them on April 5th to inform them that I still had not received the items. At this point, one of my items was out of stock in my size (it was not when I first emailed them about the problem). I asked them to refund the item and re-ship the other. They told me that they had to start an investigation and would contact me with a follow up... this was nearly a month ago. They will not respond to my emails now and I've never had problems with this company before. Normally they were quick to help when something was not right... but this has killed my faith once their customer service.