DuoBoots Anmeldelser 

Very Poor Customer Service.

UPDATE 11 February 2026 - Following their request in response to my review on Trustpilot for me to email their customer services - I did so on 23/1/26 and have not even had an acknowledgment or receipt of the email - which only adds to my disappointment.
----------------------------------------------------------

DuoBoots are quality products. My first pair lasted for 10 years. When they wore out last winter I decided to buy a new pair this year. Whereas before I went into London and bought them straight off the shelf, this time I had to order online.
Despite being eyewateringly expensive I still had to pay £10 for postage - 48 hour delivery from dispatch.
I received an email from them the day after ordering (9 October)saying they had been dispatched. Therefore 48 hours would mean a Friday (10th October)delivery. By Friday nothing arrived. The Post Office tracking said that they had not yet received the boots from DuoBoots. I contacted DuoBoots a couple of times by email and chat. The response was friendly but ineffectual. They said they were checking with the Royal Mail. However, they did not seem to have checked their own dispatch system. ( I emailed them on the 13th and had an almost identical response from them.) I responded by asking them to provide me details of a manager I could speak to. This request was simply ignored.
By the 16th I had heard nothing but the boots arrived. Notification from them or apology. I still wanted to speak to a manager about the service and so emailed again to request contact details of a manager as I wished to make a complaint and would rather speak to them than write a poor review on Trust Pilot.
I received no response at all from DuoBoots. The very least I would have expected is an apology and refund of £10 postage for failure to deliver within 48 hours of notification that the boots had been despatched.
This has been a stressful and very disappointing experience and much as I love DuoBoots I do not intend to make any further purchases from them and would not recommend buying anything online from them

23/01/26 I am responding to DuoBoots request in their message below and will update again following their response to my contacting them as requested.

I have to say I can't relate to the criticism - I had an excellent first experience of DuoBoots. the sizing was accurate, the fit beautiful, and the refund for an exchange was prompt. They replied quickly to an email I sent, too. I'd certainly shop here again.

Having had many boots from duo over the years and all lasted a long time, it was a no brainer to order another pair. This is definately not the same people, the boots arrived with stitching coming away already from one side and some sort of sticky hair on the zip motive. I presented the photos back to duo who just came back with arrange a return on the website and for the courtesy of receiving faulty boots at that price quite disappointed, i should have read the current reviews before ordering

I used to love buying duo boots but my foot measurement has gone up half a size to 4.5.and I can no longer buy your boots. I’ve tried going up and down a size but neither works for me. Please do half sizes.

I must say, I’m disappointed to say the least
Second pair within a year, was told this particular pair were round toe.
Indeed they were , but a round toed brogue styling normal is fairly wide-ish at the toe ..
Not with these , after second time of being worn they became very loose ‘heel to toe’
No memory foam inner lining , and far too tight across the toe cap area , this will be the last time I use this company ..

I am incredibly disappointed with my experience with DUO boots. After only two wears, the sole of one boot has begun to detach. This is clearly a fault, yet DUO's response has been shockingly inadequate. They claim this can be considered "normal" wear and tear and have suggested I take them to a cobbler for repair. This is unacceptable for a pair of boots worn only twice and feels like a clear breach of the 2015 Consumer Rights Act. Furthermore, the boots also stretched significantly after just two wears. Initially, they were a snug and comfortable fit, but now they slip down like a cheap pair of tights, making them unwearable.

Customer service has been slow and unhelpful, resorting to what appears to be an automated reply system. They seem to be deliberately dragging out the process, hoping customers will simply give up. My experience echoes many similar complaints I've since found online. I deeply regret not researching these issues before purchasing. If DUO refuses to refund me for these faulty boots, I will have essentially thrown away £300.

I bought these as an investment item. The whole ordering process was really quick and straightforward. I took my measurements as per the guide, ordered online and they arrived really quickly. They are well made, comfortable and true to size and fit perfectly. I have now worn them on and off over the last 3 months and I couldnt be more pleased. Although I had some misgivings about the heel height, I needed a chic outfit for the office followed by some external meetings and wore them all day. These boots smashed it! My feet and ankles were well supported and thet were still comfy when we celebrated the end of a long and successful business day. Thank you Duo! Louise

I used Duo Boots many years ago and have always loved the styles, fit and longevity of their boots, so I didn’t hesitate to order all these years later. My boots arrived promptly and were just as I hoped they would be. My only issue was that I had ordered the incorrect calf size (it was my mistake) I requested an exchange and received my new boots (correct calf size) within 6 days or returning them. I cannot fault the service. I love my boots and I’m very much looking forward to wearing them.

DuoBoots provided a great experience and excellent product. The product website is user friendly and easy to use with detailed instructions to properly measure your legs and get the ideal size for your boots. The boots I ordered arrived successfully and fit perfectly. I absolutely love them. Finding the right style of boots along with the ideal size can be a tricky task and DuoBoots makes it nice and easy, coupled with great friendly support. Much appreciated!

Laarzen met brede schacht zijn lastig te vinden. Na er zo'n 20 besteld te hebben die te groot, te klein of te lelijk waren de laarzen van duoboots besteld. Kwaliteit is mooi en het past maar echt super blij ben ik er niet mee. De schacht staat aan de bovenkant open en dat vind ik zo lelijk. Voor bijna 400 euro had ik hogere verwachtingen.

An absolutely abysmal experience trying to return some boots. Royal Mail QR codes don’t work (went to 2 different drop boxes). Chat takes an eternity to reply and they leave you hanging mid-chat! Won’t be buying again and I’m still trying to sort the return of these ones. 😡

I'm still waiting on my boots to be shipped. I placed my order on November 30,they have yet to be shipped out. A customer service rep by the name Jesse finally reached out to me on Dec. 12 with this message.
Hi Sylvia,
Thank you for messaging DuoBoots and bringing this to our attention. I’ve reached out to our team to investigate your package's location with the courier and determine why your boots haven’t moved. We’ll update you as soon as we receive more information.
If there’s anything else you need, please don’t hesitate to message us.
Best wishes, The Duo Team

That was the last time I've heard from that person.
I've tried to reach out to Jesse several times but to no avail. If you are thinking of buying boots from this website don't they are not a trusted company.

Big positive shout out to the lady and gentleman who run Duoboots in Bath. After breaking my ankle 5 months ago I have been trying to find boots that would fit my changed shape. Both spent time with me in the shop measuring my ankles and calves and helping me find the ideal boot. I felt so looked after but unfortunately they did not have my exact size in the shop. They gave me a discount code to shop online, which would show Duoboots I had been in their shop. The online website gave me a higher discount code so I didn’t use their code, but just wanted to tell Duoboots it’s because of them I bought your boots.

Same as other reviewers, a refund has not made its way back into my account which was promised after 10 days, 12 days later. At a price point of nearly 400 euros, it's simply not acceptable to not stick to promised payment schedules.

Not to mention that the reason I actually received the refund was that I had sent back my boots for an exchange. They didn't have the inventory, so they simply didn't send me anything, and pocketed the money. If I hadn't complained after 20 (!!) days of not receiving my exchange, I'm convinced they would have done nothing. Unbelievably messy e-commerce experience.

The worst customer service.

Boots were left on the street of a main road and stolen - arranging a replacement or refund was a nightmare. Customer service would ignore my messages then my emails would be ignored.

Finally had a reply weeks later, after multiple messages, offering a replacement. When I requested a refund instead to be done with it, no reply.

£285 down and still no sign of a response.

Watched their measuring video and carefully submitted my measurements. The boots that arrived were far too tight, I couldn’t even do up the zip. I was very surprised and disappointed in that (and in the leather and sole quality), so I submitted my return - which they charge £5 for by the way - and duly posted the boots back to them, with their QR code, via a Post Office as instructed.

That was weeks ago and I’m STILL waiting for my £245 back in my bank account and am now feeling very worried as to whether it’s ever coming. The next step will be to sue them in the small claims court. Ridiculous to have to do that. I see from other reviews that I’m not the only customer struggling to get a refund, wish I’d seen those before I ordered. Definitely won’t ever order from Duo again and will be advising everyone to avoid them like the plague.

I ordered a pair of boots that should fit based on their “expertise”, but they did not fit, so I returned the pair, and got an email saying the refund money would enter my account in a few days. That was A MONTH AGO and I have NOT gotten my money back. I wrote to support and they said they would investigate the matter and get back to me… that was over a week ago and nothing. THEY TAKE YOUR MONEY AND THEY IGNORE YOU AFTER. DO NOT ORDER FROM DUOBOOTS

Fabulous boots, which fit beautifully. This is my second pair, but the first pair were purchased at their shop.
As I was ordering online, I was a bit worried about sizing, but I followed the guide to measure and am so pleased with my purchase.
I have always struggled to find boots that fit properly, but Duo have certainly come up trumps.
I'd definitely recommend Duo.

I bought a pair of boots that didn’t fit, so looked at their website, confirmed my correct measurements and exchanged them for a pair that should have worked.

The new pair didn’t work, even though I’d measured, and when I sent a video in to ask them if the fit was correct, they confirmed that I needed the petite version.

This all happened in the space of about two weeks. I went to exchange them for the petite version, and they said that they don’t offer exchanges to Australia. They told me that this change happened a month earlier, even though I had exchanged a pair one or two weeks ago. There was nothing on the website that spoke about this change, and I sent screenshots of this (lack of) information to their team. I was really frustrated with that explanation, because I kept being told the same thing even though it didn’t add up based on what had actually happened and what the website said.

They agreed to exchange the boots for me which I was grateful for, and I sent them back nearly a month ago now, using the attached shipping information. The tracking showed that it arrived at the destination a long time ago, but I haven’t heard anything. I’m out $400.

Their responses here say ‘allow 10 business days’ - how about a month, worst of all with NO correspondence or response to my emails.

Update: I eventually received a refund, but do not recommend buying from this company.

I did nothing wrong, and was really annoyed at being gaslit. They processed an exchange for me and two weeks later said that they don’t do that. I wouldn’t care if it was legitimate or they’d made a mistake the first time or whatever, but I’m not here to hand over money, drive an hour and a half to dhl and then be lied to.

The Dalia Standard Knee High Boots in Black Leather are absolutely stunning. They are sturdy, durable and extremely comfortable! The speed of shipping was incredibly fast to Australia. I wear them all day during Winter for work and they feel incredibly comfortable all day long. Thank you!