I was initially very excited to purchase from Bokitta due to the brand's products and materials. Unfortunately, my experience was very disappointing.
I purchased a lounge set for around £80 which developed multiple snags, pulls and loose threads after its very first wear under what I would consider completely normal use. The outfit was worn for a family day out at a zoo, which mostly involved travelling in the car and walking around viewing animals. Upon further inspection afterwards, I also found a small tear/opening in the fabric. I would not expect this level of damage after a single wear. I would reasonably expect an £80 lounge set to withstand normal day-to-day use for a considerable period before showing this level of deterioration.
Around the same time, an instant hijab purchased from the brand also developed a hole within less than two weeks of use—and not in an area subject to regular stretching or tension, but simply the section that is thrown over the shoulder.
I contacted customer service promptly, provided multiple photographs, and tried to resolve the matter reasonably, including asking whether a replacement or partial refund could be considered. However, throughout the correspondence I felt that the possibility of a product fault was repeatedly dismissed, with the company consistently maintaining that the damage must have been caused externally despite the items being very new and minimally worn.
I also found the tone of some responses disappointing, as there was repeated emphasis on their quality control standards, reputation, and lack of similar complaints, which ultimately made me feel as though my experience was being discredited rather than genuinely considered as a customer concern.
I was hopeful the brand would offer an exchange, as many retailers would with defects appearing so soon after purchase, and I was initially keen to give the brand the benefit of the doubt. As this was sold as a lounge set rather than delicate occasion wear, I expected it to be suitable for ordinary daily activities and travelling. If the fabric is naturally this delicate, I believe that should be made clearer in the product description and care expectations.
A £20 store credit was offered as a gesture of goodwill. However, I explained that I no longer felt comfortable purchasing from the brand again due to the quality concerns I had experienced across two different products. I instead requested the same amount as a refund so I could put it towards having the items professionally repaired, rather than placing another order. This request was declined.
I also found the responses contradictory. Initially, I was told they were a small family-run business and therefore unable to offer a refund or exchange. Later, I was told the company had been operating for many years, had extensive quality control procedures and that issues like mine simply "don't happen." Rather than acknowledging that manufacturing issues can occasionally occur, I felt the possibility of a product fault was dismissed throughout, leaving me feeling that responsibility was repeatedly placed on me instead.
As we were unable to reach a resolution, I raised a dispute through Klarna. I requested only a £20 refund—the same value as the store credit Bokitta had originally offered—as I wanted to use the money towards repairing the items rather than purchasing from the brand again. Klarna ultimately found the dispute in my favour.
While others may have had positive experiences, based on my own experience I was disappointed not only with the durability of the products I received, but also with how my concerns were handled by customer service. I documented the defects with photographs and shared them with Bokitta during our correspondence and later as part of my Klarna dispute.
Based on my experience, I cannot recommend Bokitta. I wanted to love the brand, particularly as a Muslim-owned business, and I was more than willing to give them the benefit of the doubt. What disappointed me most was not just the quality issues themselves, but the unwillingness to acknowledge that faults can occasionally happen and the feeling that my concerns were repeatedly dismissed. For me, good customer service is measured by how a company responds when something goes wrong, and unfortunately, this experience fell well below my expectations.
