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LilySilk has a rating of 2.04 stars from 144 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about LilySilk most frequently mention customer service, pillow cases, and full refund problems. LilySilk ranks 101st among Manufacturing sites.
This company responds to reviews on average within 7 days
No positive highlights yet
I am not sure why people are composing about the silk and the delivery etc. I ordered full set of super king size bedding that has been custom made and sent to me in the UK within 7-10 days. The packaging was gorgeous and more than that I have washed my sheets, fitted them on my beds and got the best nights sleep. I am very difficult and have slept in silk my whole life. I cannot speak more highly about LILYSILK service and the quality of their silk. It is top notch. Shame to see such reviews. I highly recommend them.
I paid around $500 on the site only to realize the quality of the items were very very bad. For the amount of money they mask I could have gotten something much nicer and more decent. The stitching and the material are just so bad. Please do not order from here or else you will regret it when you receive your items.
I have bought 3 silk shirts from LilySilk, the materials are definitely not silk even though the clothes label "100% silk". The materials are more likely polyester maybe mix with some cotton. Scam website.
Products used:
No
I paid around $500 on the site only to realize the quality of the items were very very bad. For the amount of money they mask I could have gotten something much nicer and more decent. The stitching and the material are just so bad. Please do not order from here or else you will regret it when you receive your items.
Tip for consumers:
Don’t be fool by the website, the quality is very bad
Dear Customer,
We do apologize for this and any misunderstanding.
At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. Most of our products are made of grade 6A mulberry silk, and most of them have OEKO certification.
Please feel assured that we provide a 30-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK.
If you have any problems, don't hesitate to contact us at support@lilysilk.zendesk.com, and we will reply to you within 24 hours on business days.
Best regards,
LILYSILK Customer Support
I've bought these sheets & pillow cases about 2 years ago & they are not the quality I expected. I purchased 3 different colors (silver, black & teal). I wash & dry these on delicate cycle using Woolite for delicates. They always come out with a chalky film on them. They also bead up after a few months. I paid ALOT of money for these & I'm throughly disappointed. They feel good at first but they not worth the money in the long run.
Dear Customer,
Thank you for bringing this issue to our attention.
We apologize for any inconvenience this may have caused.
At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. The product's service life will be different due to reasons such as washing methods, frequency of use, and usage habits of each person. To address the issues you have mentioned, the chalky film and beading may be a result of certain factors, such as the type of detergent used or the washing machine settings.
We understand your concern about the product. We take product quality and customer satisfaction seriously. We also highly recommend our customers follow our silk caring steps: https://www.lilysilk.com/us/how-to-care
We value your loyalty as a customer, and we want to ensure that you are completely satisfied with our products. We will report the condition to our production department and continue to make improvements.
Once again, we apologize for any inconvenience caused, if you have any problems, don't hesitate to contact us at support@lilysilk.zendesk.com, and we will reply to you within 24 hours on business days.
Best regards,
LILYSILK Customer Service
Extremely let down after spending over £300 on two silk dressing gowns. The "silk" is scratchy and rough, and the inside is even worse.
I own two silk pillowcases made by SLIP, the difference is huge. This is not silk.
The website doesn't mention this is a Chinese company, I found out when I didn't receive anything about my order for 10 days and had to email them.
Unfortunately I went for embroidering so I cannot return the items.
Please save yourself money and do not shop here.
Dear customer，
We are truly sorry to hear about your disappointing experience with our silk dressing gowns.
At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. Most of our products are made of grade 6A mulberry silk and most of them own OEKO certification.
But we will continue to collect consumer suggestions to improve our items and satisfy every LILYSILK user as much as possible.
According to our return policy, please kindly understand that personalized items with embroidery cannot be returned due to their customized nature.
We have tried to locate your order and check your refund status but are unable to find it due to the limited info you left. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem.
If you have any problems, please feel free to contact us, we will reply to you within 24 hours on our business days. Here is our email: support@lilysilk.zendesk.com.
We have tried to locate your order but are unable to find it due to the limited info you left. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem.
Best regards,
LILYSILK Customer Service
I am not sure why people are composing about the silk and the delivery etc.
I ordered full set of super king size bedding that has been custom made and sent to me in the UK within 7-10 days.
The packaging was gorgeous and more than that I have washed my sheets, fitted them on my beds and got the best nights sleep.
I am very difficult and have slept in silk my whole life. I cannot speak more highly about LILYSILK service and the quality of their silk. It is top notch.
Shame to see such reviews.
I highly recommend them.
Hi, I received my purchase but I have to say I'm dissatisfied. I have purchased from Lilysilk before and the only reason I kept coming back was the quality of product and the delicate packaging. Unfortunately, this order came in paper envelopes that were opened and were probably a returned product and used. I was hoping to keep receiving the same quality and packaging as before because even of the packages were sealed it's in no way presentable to give as a gift as it looks like cheap packaging. Before, I used to receive each item in their respective boxes, and all I had to do was wrap it and give it as a gift. Now I can't even do that. I'll also be providing my reviews on social media, Google, Yelp, etc. With the amount of money I spent I expected to receive new products not used ones and in quality packaging.
Products used:
Bonnet
Dear Customer,
Thank you for bringing this matter to our attention, and we apologize for any disappointment caused by the condition of your recent purchase.
We understand your concerns and we sincerely apologize for the inconvenience you have experienced, we need to explain to you the situation of the package being inspected by customs. During international transportation, customs has the right to conduct random inspections of all packages to ensure compliance with import and export regulations and safety requirements. Unfortunately, your package was selected for inspection, resulting in it being opened.
We are sorry that the packaging issue disappointed you.
We want to inspire people to live a better life and more sustainable lifestyle. Our care for one another and the planet is what drives us.
We tried our best to minimize environmental damage, so we changed the packaging to recyclable paper bag packaging. And we attach great importance to the problem you pointed out and will improve it in the future.
We also provide the gift wrapping option on the checkout page in case customers need it.
And we appreciate very much for your feedback.
We will continue to improve our packaging and satisfy every LILYSILK user as much as possible.
Please always feel free to email us at support@lilysilk.zendesk.com with any issues.
We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
Glad we read the reviews. Interesting that there are many negative reviews and each one has a response but when contacting customer service they don't respond. Says it all otherwise there wouldn't be that many negative reviews.
Almost bought $1000 worth of stuff and thought of reading reviews just before paying. Glad we did. Will definitely stay clear from this company
Dear Customer，
Thank you for taking the time to provide us your feedback.
We sincerely apologize that our service was not satisfactory for you.
We may not be a perfect company, but we do put customer experience first and will continue to make improvements.
We have tried to locate your order but are unable to find it due to the limited info you left. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem.
Also, we will be sure to pass your request and experience along to our management team for future improvement.
We'll always do whatever it takes to make it right for our customers!
Please always feel free to email us at support@lilysilk.zendesk.com with any issues.
We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service.
I can see why there are so many bad reviews. I ordered 2 t shirts to take on holidays. I waited weeks before l left and just received them today after l returned from holiday. I didn't get a t shirt at all l received 2 crew neck blouses and one they called a men's tee shirt. I am trying to get information to return them but there is nothing in the package. I won't be buying from them again based on all the reviews if l can't get a resolution.
It's not even silk it's polyester
Products used:
Neither product is fit for purpose or can be used.
Dear Customer,
Thank you for bringing this matter to our attention.
At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. Most of our products are made of grade 6A mulberry silk and most of them own OEKO certification and are safe and healthy for your skin.
Please feel assured that we provide a 30-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK.
However, we are having difficulty locating your order due to incomplete information. Therefore, we kindly request that you provide us with your order number or the email address associated with your order. This will enable us to investigate the issue and provide a satisfactory resolution. We are committed to doing whatever it takes to ensure our customers' satisfaction.
Please do not hesitate to contact us at support if you have any further concerns. We will respond to your queries within 24 hours on our business days.
If you need additional assistance, please feel free to contact us at support@lilysilk.zendesk.com. We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
DONT BUY IT. The size is way off. I bought the same product and same size last year and purchased again last month. But the one I got this time is SO MUCH LARGER. What's ridiculous is the label on the package says "S (actually purchased in L)". The words in parenthesis are written in simplified Chinese. I think they just want to save money this year by purchasing same size from China factory. No matter what size you buy, it will all be L eventually. This is pure DISHONESTY. Worst experience ever.
----
Sep 7 update:
They finally decided to refund. Change to 3 star.
The tracking system doesn't work, then they say the items were delivered, but nothing has been delivered. I spent £350 I'm extremely unhappy
Dear Customer,
Thank you for sharing your feedback with us.
Thank you for bringing these issues to our attention. We value your business and apologize for any negative impression this may have left. If there is anything else we can assist you with, please do not hesitate to let us know. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem.
If you have any problems, don't hesitate to contact us at support@lilysilk.zendesk.com, and we will reply to you within 24 hours on business days.
Thank you again for taking the time to share your thoughts with us.
Best regards,
Sincerely,
I purchased two garments for my wife prior to Christmas. Neither fit so I returned them 12/27/22. I tracked the package. It took them 5 days after they received package to admit they had it. Now they are going to take 10-15 to refund my money. This is a terrible company. They don't have a functional customer service and are unapologetic. Please save yourself the agony of dealing with them.
Dear Customer,
Sorry for the misunderstanding here,
Usually, we will process the refund or exchange once we receive feedback from our warehouse, but sometimes the feedback from our warehouse may be delayed due to the large volume of orders in the peak season.
Sorry again for any inconvenience.
And we appreciate very much your feedback.
We will continue to improve our return policy in the future and satisfy every LILYSILK user as much as possible.
Please always feel free to email us at support@lilysilk.zendesk.com with any issues.
We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
I wish I had read these review last prior to ordering. The product I ordered was a trench coat. Very poor quality, not the color advertised and questionable if it's silk. I have emailed four times to request return information and it's always "request being reviewed". They give no company address on their website and no insert in packaging. They want to run the clock down on the 30 days. Do not waste your time on this company! It's coming from China, so your options are limited. Nasty company!
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience.
There may have some misunderstanding. We always replied to the messages within 24 hours.
Color differences may occur in online pictures and the product in real life because different devices may use certain color standards and display methods.
Please rest assured that we offer a 60-day easy return policy. You could return your orders if they do not meet your expectation, you could reach our customer service team via support@lilysilk.zendesk.com, and we are here to help.
Meanwhile, there is the return address on our website: https://www.lilysilk.com/us/shipping-and-returns, please check this link.
Best regards,
LILYSILK Customer Service
I placed 4 orders. All over a threshold to receive a random gift (one of six products). Each gift was the same. That's not random. Their customer service is slow and doesn't understand or compromise. Now one item's buttons are falling off after being worn twice and they don't offer to replace but instead charge me $15 shipping so that I can repair it. Terrible company. Not a real luxury brand. Based in China.
Tip for consumers:
Use another site or buy sustainable cotton or some other high-end material not from China.
Products used:
Sheets, night wear
Dear Customer,
Thank you for your feedback on Trustpilot.
There may be some misunderstanding here.
Please kindly note that our free gift is random.
In addition, regarding the buttons that fall off and cannot be found, we can send some replacement buttons for free.
One of our customer service staff will contact you to confirm the details, and we will do our utmost to help you solve the problem.
Also, please feel free to contact us; we will reply to you within 24 hours on our business days. Here is our email: support@lilysilk.zendesk.com.
Best regards,
LILYSILK Customer Service
I waited an agonizing 5 weeks for my order of three blouses to arrive, only to be met with a series of disappointments. First, the customer service was virtually non-existent; it took me several follow-ups to finally get a response after a week. When they did reply, I discovered that the reason for the delay was a failure on their part to provide my contact information to the delivery company. Because of this oversight, my items were returned, leaving me empty-handed.
To make matters worse, my attempts to reach out to their customer service by phone have been futile. Given this experience, I am skeptical about receiving a refund. I strongly advise reconsidering if you're thinking about making a purchase from this company. Their operational inefficiency has been a major inconvenience, casting doubt on their reliability.
Dear customer,
Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience and disappointment you have faced with our customer service and the delivery of your order. We understand your frustration and we take this matter very seriously.
We deeply regret the delay in our response to your inquiries and the failure to provide your contact information to the delivery company, resulting in the return of your items. This is not the level of service we strive to provide, and we are actively working to address the issues you have raised.
We apologize for the difficulties you encountered in reaching our customer service by phone. We are currently experiencing high call volumes, but we are working diligently to improve our response times and ensure better communication channels for our customers.
Regarding your refund, we assure you that we will investigate the matter thoroughly and process it as soon as possible.
Once again, we apologize for the inconvenience and frustration caused. We value your feedback and will use it to improve our operations and better serve our customers in the future. If there is anything else we can do to assist you, please let us know.
Thank you for bringing these issues to our attention.
Sincerely,
LILYSILK Customer Service
I wrote a review in February about a pair of pants on which there was a zipper issue. I was told by the company that since it was a defective product I would receive a refund. It is three months and counting and still no refund. I am not surprised but want to warn others that even if they acknowledge a product has issues and the return is justified your odds of getting a credit are probably zero.
Dear Customer,
Thanks for your feedback on Trustpilot!
We feel sorry for the zipper issue. Usually, we will process a strict quality inspection before shipping to ensure customers will receive the perfect products.
At LILYSILK, we use only premium materials and will not compromise with inferior-quality products no matter how. We put customer experience first and will continue to make improvements.
We offer a 30-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK.
One of our customer service staff will contact you to confirm the details, and we will do our utmost to help you solve the problem.
If you have any problems, please feel free to contact us, and we will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
The shipping was extremely fast, within days! I had to exchange one dress for a different size, which again, was quick and easy!
More important, the two dresses I bought are beyond words (The Adonis and Spring Waltz)...the quality is amazing, and they are both absolutely stunning, elegant pieces. I will be ordering from Lily Silk again, and already have more pieces in my cart.
Tip for consumers:
They add a small swatch of fabric so for the ones that believe it is not silk, go ahead and try the burn test.
I absolutely love my pieces!
Products used:
Spring Waltz dress
Adonis Dress
I did not listen to these reviews and ordered 2 shirts on "sale" for 250$
Totally not worth it as it's definitely not 100% silk. Silk is soft on both sides, these shirts are rough on the inside and feel more like satin. Save your money and go buy them at a reputable store
Even the label is cheap. They came in quickly to Canada but its so complicated to send them back that i just gave up and i think thats their goal. I havent even worn the blouses, thats how cheap they feel and look
There is a reason why they dont allow reviews on their fb page
Tip for consumers:
Maybe get the pillowcases but stay away from clothes unless you want some overpriced satin
Products used:
None. Look too cheap
Dear Customer,
Thanks for your feedback!
We are sorry that our products do not meet your expectations.
Hope you can kindly understand that the silk may feel and look different due to different weave methods.
Our apologies for the unpleasant shopping experience. We use only premium materials and will not compromise with inferior-quality products no matter how, and we have gain OEKO standard certification. But we do understand you may not 100% satisfied with our products.
We may not be a perfect company, but we do put customer experience first, and we will continue making improvements. You could reach our customer service team via support@lilysilk.zendesk.com, and we are here to help.
If you have any further questions, please feel free to contact us.
Kind Regards
LILYSILK Customer Service
Please don't believe any of the positive reviews - they must all be fake. Paid for 2 silk pillowcases 3 weeks ago, no email confirmation. Took screen shot of order number. Same things as other negative reviews on here - fake tracking company link - no response to emails or 'fake' webchat. Please please don't give them your money. You will get NOTHING in return.:-(
Tip for consumers:
That it is a scam company
Products used:
NONE, they never arrived
Dear customer，
Thanks for your feedback!
We are sorry for this unpleasant experience. There may be some misunderstanding between us.
Usually, we will send the confirmation email after customers placed the order. The message may go into the junk email box. Please check it again.
Generally, we will reply to you within 24 hours on our business days.
We have tried to locate your order but are unable to find it due to the limited info you left. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem.
Please feel free to contact us; we will reply to you within 24 hours on our business days. Here is our email: support@lilysilk.zendesk.com.
Best regards,
LILYSILK Customer Service
Even though they claim that it was 100% silk, the sleeping cap I've ordered isn't silk. It's the worst actually, my hair gets static which is exactly what I have wanted to avoid. So disappointed. I have waited for ages and I doubt I will get any money back. DON'T TRUST THEM. It is not silk but some sort of polyester.
Tip for consumers:
They are lying
Products used:
None
Dear customer，
Thank you for your feedback on Trustpilot.
We are sorry for this unpleasant experience.
There may be some misunderstanding here.
At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how. Most of our products are made of grade 6A mulberry silk and most of them own OEKO certification and are safe and healthy for your skin.
Meanwhile, we offer a 30-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK. If you don't like it, please feel free to contact us, we will reply to you within 24 hours on our business days.
We have tried to locate your order but are unable to find it due to the limited info you left. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem.
Please feel free to contact us; we will reply to you within 24 hours on our business days. Here is our email: support@lilysilk.zendesk.com.
Best regards,
LILYSILK Customer Service
I love these classic and elegant models
Very stylish and comfortable cashmere set. I highly recommend
In the recent months I've bought clothes from Lilysilk with a value of approximately 3000 USD and became a Diamond member.
The quality of the clothing is okay, but not exactly what one would expect considering the prices. One cannot rely on the sizing when it comes to bottoms and this is where the problem starts.
As I'm based outside of the US- returns are a nightmare and made impossible by Lilysilk, breaching consumer protection laws.
Lilysilk " allows" returns outside the US if the consumer pays for the shipping costs.
Once the parcel is delivered to their sweat shop in China- the consignee eg. Lilysilk does not pay for the taxes and the parcel is rejected by them. Later the parcel is sent back to you. Not only did I pay the full fare for the return shipping (in accordance to Lilysilk's terms and conditions stated on their website), I now have to pay additional shipping costs and taxes for the parcel being returned back to me.
After a month of waiting and correspondence, and additional cost of 200 USD, Lilysilk agreed for a 70% refund. I was rejected my lawful right to return the items and lost more money in the process.
I cannot understand how this company has so many positive reviews when they are exploiting their customers and breaching consumer protection laws. Stay away!
Dear Customer,
Thank you for bringing this matter to our attention. We apologize for any inconvenience or dissatisfaction you have experienced with our company.
We understand your frustration regarding the sizing and quality of the clothing you purchased from us. We strive to provide high-quality products and accurate sizing information, and we apologize if we fell short of your expectations in this regard.
Regarding returns, we apologize for any misunderstandings or difficulties you have encountered. We will offer the return postage if the items received are incorrect, damaged, or faulty goods.
Normally, customers will need to pay for shipping using the carrier of their choice if there are no above questions.
And we strive to provide the best possible customer experience, please feel assured that we provide a 30-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK. We strive to provide the best customer service and satisfaction.
We appreciate you very much for your feedback and we will continue to improve our return policy in the future and satisfy every LILYSILK user as much as possible. And we checked and found that we have refunded you successfully before. Could you double check that? Thanks.
One of our customer service staff will contact you to confirm the details, and we will do our utmost to help you solve the problem.
Please always feel free to email us at support@lilysilk.zendesk.com with any issues.
We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
I am starting to deeply regret my purchase in LilySilk. I received an email on 11th of May confirming my parcel had been sent and I have not received it yet. It is June already and I have zero information from their side.
I mailed them yesterday asking for assistance but I keep waiting they email me back. I texted them via IG and same thing, no answer. So my experience so far it has been TERRIBLE, just like their costumer service.
Dear customer,
We apologize for any inconvenience this may have caused you.
We want to assure you that we value your business and are committed to resolving this issue for you. While we cannot control all aspects of the shipping process, we will do our best to provide you with accurate information and assistance.
We have tried to locate your order, however, we are unable to find it due to the limited info you left. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue?
If there is anything else we can assist you with or if you require any further information, please do not hesitate to contact us at support@lilysilk.zendesk.com. We value your feedback and appreciate your patience and understanding.
Best regards,
Lily Silk Customer Support
I love everything about silk from the way it looks, to the way it feels and the health benefits it possesses. They shipped rather quickly, tracking was easy to manage as well. The hardest part about their silk is honestly caring for it. I do a hand wash with neutral detergent, lay flat to dry with a steamer after it dries to remove leftover wrinkles with the items inside out. It works great.
Products used:
Blouses, pants and pajamas
Can't believe I believed an influencer and spent 180CHF on two "silk" pillowcases. I already own silk pillowcases, and when I received these products, I was horrified. Real silk has a soft, waxy-like texture, when I slide my finger across this pillowcase, it's hard and unpleasant, pulls on my hair and skin worse than cotton. Mixture of polyester most definitely. False advertising and breached Fair Trading Act, reporting to the commerce commission.
Tip for consumers:
Do not purchase.
Dear customer，
Thanks for your feedback.
We feel sorry that the products did not meet your expectations
Please rest assured that most of LILYSILK's products are made of 100% Grade 6A Mulberry Silk and own the OEKO certification. The price maintains the quality of our silk products.
At LILYSILK, we use only premium materials and will not compromise with inferior-quality products no matter how.
We offer a 60-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK. If you have any problems, please feel free to contact us, we will reply to you within 24 hours on our business days. Here is our email: support@lilysilk.zendesk.com.
We have tried to locate your order but are unable to find it due to the limited info you left. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem.
Best regards,
LILYSILK Customer Service
I ordered in September. Until today I have not received my order. Horrible! I will not be purchasing again. Please believe this review and dont ever buy!
Gain trust and grow your business with customer reviews.
LilySilk offers the delicate range of silk pillowcase, silk nightwear, silk comforter, silk pillows, silk sheets, silk bedding sets and fashion silk clothes in different styles and colours.
Dear customer，
Thank you for sharing your feedback with us regarding the silk night sleep caps you received.
We are sorry for this unpleasant experience. There may be some misunderstanding here.
At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how.
Most of LILYSILK's products own the OEKO certification and are safe and healthy for your skin. Please rest assured that the product you receive is made of 100% Grade 6A Mulberry Silk.
You can refer to this link https://www.lilysilk.com/us/identify-real-silk to identify the real silk.
We offer a 30-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK.
If you have any questions, please contact us at support@lilysilk.zendesk.com. We will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service