Not On The High Street Reviews 

I ordered an anniversary gift through Not On The High Street because I believed it was a carefully curated marketplace of trusted independent businesses. Unfortunately, my experience has been the complete opposite.
After placing my order, I received the initial confirmation email and then... nothing. My order has since been marked as delayed, I've contacted the seller through the platform, and I've received no response whatsoever.
What disappointed me most was what I found when I looked into both the seller and Not On The High Street afterwards. There are numerous recent reviews from customers describing very similar experiences involving delayed orders, poor communication and difficulty getting issues resolved.
A marketplace is only as good as the businesses it chooses to represent. I appreciate that Not On The High Street doesn't manufacture the products itself, but it does promote these sellers and takes customers' money. I expected much better vetting and oversight than this.
At the time of writing, I'm still waiting for a response and, sadly, I won't be using Not On The High Street again. This experience has completely undermined my confidence in the platform.

Really poor and misleading website! I was looking for a weekend delivery, as it was food stuff and the idea was the product would be delivered so my sister could enjoy before going away. The website said delivery would be by Sat when I searched it but then when I placed the order it changed to Sunday and delivery arrived Monday. I raised the complaint about the website and they just passed the blame to the seller and took no responsibility, even though I tried 3 times…..complete lack of customer service.
The frustrating thing is I think the seller was good but unfortunately for them, this website is very poor and they are not interested in a good customer experience. I’ll not be using again nor recommending them!

Further to my above post…..I need say no more than the response posted by them……I’ll leave it with you to decide if that good or really poor customer service…..wouldn’t even give a 1 star for this company!

I ordered a green glass jug with silver neck and handle for my husband to celebrate our emerald 55th wedding anniversary. In the advert it said it could be customised so I added an inscription to commemorate our wedding. It arrived very promptly, beautifully packaged, but with no inscription. I rang the seller who said they didn’t do inscriptions, but they had had other customers who’d thought the same and also been disappointed. Not on the high street suggested I sent back the jug to the seller for a refund, which I’m not going to do as it’s a special present. I have suggested to Not on the high street that they make it clear in their adverts which items can be personalised/ customised, although not sure of the difference between customisation and personalisation. Just be careful you know what you’re ordering.

Found an item I wanted to purchase but was unsure on sizing, reached out to seller on 18th July as it says to check guidance, but there isn't an option, decided to order even without a reply on 19th after doing a Google search of seller & saw they had website as well. Fast forward to 23rd July- order still not accepted by seller (website says usual acceptance by seller is within 72hours = 22nd July) so emailed Customer service & seller and still waiting on to see what is actually happening....

I have a shop on here but I am closing it. I’ve been thinking about it for a while, but the email I received yesterday made the decision for me.

The company was taken over by a private equity firm earlier this year, and they’ve started to implement a number of changes, one of which is to charge sellers £16.99+VAT per month on top of the 25%+VAT commission they take on all orders.

They’ve said the charges will be applicable from 23rd July 2026, just 3 days after they sent the email informing sellers.

It’s laughable that they claim to support small businesses, when they were already charging a very high commission for a service that’s been going downhill for years, and now they want an extra £245 per year on top of that. Jokers.

Their CMS hasn’t been updated for years, it’s honestly so basic and hasn’t been properly updated since I’ve been on the platform (over 10 years). Simple tasks that take 60 seconds on Shopify can genuinely take hours to complete. For example, I wanted to offer first class, second class, tracked 24 and tracked 48 delivery options. However, they only allow you to have one standard delivery profile, and one tracked one (and they set the price, it’s impossible to change it). I thought there must be some way to do so I contacted support. Their workaround was ridiculous. They advised me to add each delivery service as a product option, and change the delivery to free. The problem is, it needs to be done individually on each product because it’s not possible to apply the same settings to all products. Imagine making this suggestion to someone with over 500 products in their shop! It would’ve taken me days to complete. I made the suggestions something they needed to look at because other sellers were also complaining about it too. This was about 6 years ago, and still to this day it’s not possible to do it any other way.

Moving back onto the 25% +VAT commission, they take 30 pence of every £1 a shop makes. Many small businesses I deal with are not VAT registered so cannot claim the extra 5 pence per pound back. They also insist that if you have a product listed elsewhere, it cannot be cheaper than on NOTHS. This makes it so difficult for sellers that produce low profit margin items to make money. On a typical sale for me, once my production costs are taken into account, NOTHS and Royal Mail take almost 3x the amount of the profit I make. These are the circumstances many small businesses face, and the website that supposedly helps them is instead fleecing them

If you’re thinking of using NOTHS to sell your products, the terrible CMS should be enough to put you off, but if it isn’t, then make sure your items will be profitable after paying the 25% +VAT commission, and the £16.99+VAT service charge.

If you’re a buyer and you’re still reading this, you can help to support small businesses by finding an item you like on their website, then a quick search online for the shop will likely take you to their own website where the item may be available cheaper, or perhaps they’ll offer a voucher code to give you a discount. Either way, purchasing direct will absolutely result in more profit for the seller.

Product - clearly not sterling silver
I received item on time and looked lovely
However I bought the item as a gift for my husband's 60 birthday after 5 days of wearing it , the cross and part of the chain turned black
I sent them an email they did respond saying they would polish it
I was not happy with that I would like to return the item and obtain a full refund
I have tried 3 times to email them emails are now blocking me. So I would not recommend this company
Well what a reply, who is Jane ? that's a great start.

My husband ordered a gift for our wedding anniversary. When it arrived it was poor quality and looked nothing like the sale picture. Materials used not as described. Posted a negative review through Feefo but hasn’t been published. It seems you can only give positive reviews.

I have not recieved a bracelet that i orderd for 38.00 pound .
The money has gone from my account and the seller told me she had sent the bracelet i think i have been scammed don-not order from this platform as there is very
poor feedback

Placed an order - received email saying out of stock and offered alternate which I accepted provided delivery guaranteed - this was accepted but today - day before the birthday my order has been cancelled as they say they didn’t receive order in time to delivery - but had received confirmation days ago - absolute letdown do not use

I’ve used NOTHS for years and usually have a good service. However at the weekend I tried ordering a bracelet on both days using the code that they had emailed me with SPARKLE15. On both occasions it said code applied but the price never changed and no message to say it hadn’t worked for whatever reason. I tried to find a way to phone or email - impossible. I then used their submission form which stated in response don’t send another form with this request and haven’t heard anything. Because this was for a special birthday I’ve had to order without the 15% discount. Not very happy with customer service.

I also had a problem with the price of a previous order which took several emails before it could be resolved but that was partly the seller’s fault. I’ve given two stars because of the communication difficulties. Not how it used to be and makes me think twice about ordering again.

I was looking for a gift for my dad, found a lovely hand drawn map from “Kimprints” with the delivery date of 25/06/2026. The money was taken from my account. Yesterday I got a curt email from NOTHS stating my order was “cancelled”. When I contacted customer service, I’ve been given a generic email stating they’ve “sold out” of the product. How strange… it wasn’t showing as sold out when I ordered 2 weeks ago. Even stranger is that when you go into “Kimprints” site she is still advertising the map with delivery date of 2nd July. The money won’t be returned to me for a further 5 days so all feels extremely scammy! There’s no option to leave a review either, so can’t warn other people not to waste their time or money. I’m so angry, another example of terrible customer service that, we, the customer, are just expected to accept.

Simon kemp jewellers excellent I have necklace and spaniel earrings both fantastic highly recommend 🐕

On two occasions I have spent more than £30 and the item has never turned up and on neither occasion have I had resolution. I will never use this website again.

Poor quality product sent and no response from on line customer service.
Company has deteriorated considerably

Dire customer service. Used Royal Mail 48 hour but was not delivered to promise. Feedback from James of Customer Service’s James was cringeworthy, making all sorts of excuses on behalf of Royal Mail(who are not generally reliable in my experience). then saying as free delivery there was not an issue and suggesting I take it up direct with seller behind their brand: delivery is paid in the price James!!! Not impressive and shows a brand unconcerned with rectifying poor customer service and solely focussed on denial. Leave alone.

A few days ago, due to unforeseen circumstances, I posted a very poor review of this company. I would like to apologise to them and the supplier of my purchase, Dibor. The problem turned out to be no fault of theirs. Good company to deal with, good supplier for my purchase. Sincere apologies to all concerned.

Very annoying. I ordered what looked like a lovely gift for one date, then it was amended by them to another date, 4 days later. It still didn't arrive, and then my emails began to bounce back when I inquired about the order. I sense I have been conned. When you query things with them, you get a very generic email, followed by a similar generic one from an agent. You are then asked ot rate the agent - based on what? There is no service.
Update - as Not On The High Street replied below, they asked me to confirm my delivery address. I did this and still nothing. It did finally arrive - 4 days too late to be a gift and it had been sent by second class post. I asked NOTHS what I should do with the product - how to get it back to them. they said the supplier would contact me direct within 24 hours. Nothing happened, so I had to dispose of the gift myself. The reply they give below is a generic one. Also, the gift was supposed ot be personalised, but all that happened was the supplier stuck a sticker on the front with the recipient's name - one that easily peels off, hardly personalised. The whole process felt like customers come way down on their list of priorities.

Bought a sofa mattress. Very nice fabric and very comfortable. But upholstery tufts are too weak. At least half of them broke in the first week. I complained to Not On The High Street, they promise to inform the supplier, but do far, I’ve heard NOTHING.

I’m very disappointed with my recent experience.

I ordered a gift for my niece’s 18th birthday and was expecting delivery on 9 June. When the item didn’t arrive, I received no communication explaining the delay. I had to contact the seller twice before receiving any response.

I also contacted Not On The High Street, but it was difficult to find a way to do so on the website. Their response was simply to contact the seller, with no real acknowledgement of the lack of communication or concern about the missing order.

Eventually, the seller informed me that the parcel had been lost in transit. This information should have been communicated much earlier, rather than leaving me to repeatedly chase for updates.

As a result, I was put under unnecessary stress and had to arrange a last-minute replacement gift for my niece’s birthday. The lack of proactive communication from both the seller and the platform was extremely frustrating.

Unfortunately, based on this experience, I would not order through this seller or use the platform again.

I need to return an item, there is no return address, no telephone number for NOTHS.
I have completed several online request forms to NOTHS, for return but continue to receive an automated reply.
The retailers may be good but customer service at NOTHS is concerning. I have tracked down the retailer so 🤞 I have a happy ending .