I purchased one of their silk blouses for work. I was looking for a good quality silk and was willing to pay a decent price. I thought LilySilk seemed reasonable so I took a risk (usually don't like buying online). When I received the blouse, it smelled of chemicals, the silk was very thin in my opinion, and it was a little too short for tucking in front. I am 5'7" and 138, fit build so nothing crazy. The cut was NOT flattering either. I decided to return the item stating just what I said here and they had the audacity to charge me for shipping. I do not consider this to be a quality company at any level and would recommend you don't wast your time. Spend a little more and stick with the tried and true name brands that have already made a statement in the fashion industry. You will find the quality you want there (NOT with LilySilk)
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
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 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.
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 ordered $300 worth of shirt and skirts. Size are true American size. Got it fast enough and Wrapped nicely. Material is not 100% silk. The V neck sweater is actually very short and was hide in the picture. The color and style does not quite like American.
Dear Customer,
Thank you for your recognition of our products.
Our products are manufactured in China, which is the home of silk with the best quality of silk. And please rest assured that most of LILYSILK's products own the OEKO certification and are safe and healthy for your skin.
When you buy products, you can consult our customer service. We could give you some advice on colors or styles if you have any doubts before making a purchase. Please rest assured that we offer a 60-day easy return policy if you do not satisfied with your received products.
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.
If you have any further questions, you could reach our customer service team via support@lilysilk.zendesk.com, and we are here to help.
Kind Regards
LILYSILK Customer Service
I'd heard of LilySilk on youtube and really wanted to try their silk pillowcases. After ordering, I was worried to see that they were being shipped from China because I live in Sweden, and Sweden usually charges extra customs fees on top of orders shipped from outside the EU. I thought I'd have to wait a long time, pay extra, travel to a depot to collect, etc. I was incredibly surprised that just a week later the pillowcases were delivered straight to my door! Super fast, painless delivery by TNT! So thank you LilySilk for using them!
The pillowcases themselves are beautiful. I opted for ivory as I thought the white looked too cold for my taste, and ivory is perfect - exactly like the picture on the website. They are the perfect size too and look very well made. I have silk pillowcases already from John Lewis and these look just as good. I'll definitely order from LilySilk again.
I'm writing a review because many people have complained that they haven't been able to return items. I did not have this difficulty. I returned everything I bought. I received a return shipping label one or two days after requesting it and a refund about 15 days after returning. I did return everything because of the quality. I love silk but the blouse I got was not soft like my other silk blouses, I don't know if its real silk or not but it didn't feel like any of the other silk I own. I also ordered a cashmere sweater, which I am not sure about the quality as I don't own any other cashmere. I returned it because I didn't like it on me. I won't be ordering from them again because of the silk issue, but that may not bother others. I did not have any issue returning (I live in the US) so I think it is safe to try.
Dear Customer,
Thank you for your feedback.
At LILYSILK, we use only premium materials and will not compromise with inferior-quality products no matter how.
Our products are manufactured in China, which is the home of silk with the best quality of silk. And please rest assured that most of LILYSILK's products own the OEKO certification and are safe and healthy for your skin.
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.
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
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.
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
For vacation, summer nights, or lunch dates, this silk camp shirt is a versatile piece that can be dressed up with palazzo pants, and flowery midi-skirts or even worn casually with jeans. The shirt fits very loosely, so I recommend sizing down if you want a more tailored look.
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.:-(
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
I'm not sure what the sleep cap I bought from Lilysilk is made from, since they don't list their fiber content anywhere on the packaging or the item itself- as required by the Textiles and Wools Act- but it isn't silk. The fabric isn't as smooth or slippery as real silk, in fact, a good cotton weave feels softer. It doesn't breath like real silk and my head started getting hot just a few minutes after putting it on. I do not have this issue with my other sleep cap made from 100% mulberry silk, as labeled on the tag.
The company claims to their silk is OEKO-TEX certified, but when I put the label number from their website into the database it stated "The validity of the label is currently under review. Please contact us for further information." See attached photos.
Dear customer，
Thank you for your feedback on Sitejabber.
We feel sorry that the products did not meet your expectations.
There may be some misunderstanding here.
Please rest assured that our sleep caps are made of 100% silk. The reason why there is no label sewn on the nightcap is for comfort.
Our products do have OEKO certification, but since the previous certification has expired, we have re-submitted the certification request, which is currently under review, and you can expect to see our certification again at the end of July.
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 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.
I bought two one size bras that unfortunately didn't fit. I have nothing to add about the product itself. According to their website it will take 20 business days to get my money back even though I returned the items within days of receiving them. You return items to a CA address so you would think Items also come out of the US ( fooled me). But it turns out LilySilk mails their items directly from China so it has to clear customs and what not. Becoming aware of that whole bothersome process both receiving and returning - LilySilk is just not for me.
Dear customer，
Thank you for your feedback on Sitejabber.
We feel sorry that the products did not meet your expectations.
There may be some misunderstanding here.
Our products are manufactured in China, which is the home of silk with the best quality of silk. We currently have warehouses in the US and China. Products will be sent according to the principle of proximity.
Usually, we will process the refund once receive feedback from the warehouse about the returned package.
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.
We are very sorry for this unpleasant shopping experience. We will improve the quality of our service so that you can get a better experience.
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.
Best regards,
LILYSILK Customer Service
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.
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 just received my item and I noticed the quality isn't as nice as I hope. I tried to submit a request form and guess what? There is no form. The entire page doesn't load to anything, and when you even find something that comes close to submitting a request form, apparently you get signed out and can't sign in with the same login credentials? I clicked forgot password, and it's been an hour and no email from this company and I'm 100% sure my login information was correct. Avoid at all cost! This company clearly does not want you to return to give refunds.
Dear Angela,
Thank you for your feedback.
We apologize for this unpleasant experience.
Please know that you are able to apply the return request even you do not have a LILYSILK account.
Would you please check more return info on our return page: https://www.lilysilk.com/us/shipping-and-returns?
Meanwhile, you can contact us via support@lilysilk.zendesk.com, we will reply to you within 24 hours on our business days.
We offer a 60-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK.
Sorry again for any inconvenience caused.
We put customer experience first and will continue to make improvements.
We are sorry that we did not find your order according to the information you left. Could you please provide us with the order number or email used to place the order? Then we can check the condition for you and help you solve the problem.
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.
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
Got a camisole from this company and their hair curler thing, not very good quality at all. The silk is extremely thin, like see through thin, if it's even silk (doesn't feel like it) Conpany site says first return free but they told me on the phone that's only for US customers not Canadian. The hair curler feels really cheap too and has this weird fake pearl button at the end that gets caught in hair and pulls single strands so it wakes you up while you're sleeping. Over all just not good quality and customer service gives 0 you know whats. I had a huge list of things I wanted to buy from this company but definitely will not order again. Super dissatisfied with the item and their customer service. Wanted to get one of their duvets and a few sweaters but after seeing these items and dealing with the company I definitely will not be making the next order. Sad cause the pictures are beautiful but the item was not.
Dear Customer,
We do apologize for this and any misunderstanding.
The Camisole you purchased is made of 18 Momme Crepe De Chine Silk, Lightweight & Wrinkle-Resistant.
At LILYSILK, We use only premium materials and will not compromise with inferior-quality products no matter how.
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 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
Ordered a blazer and blouse. The receipt in the package states 100% polyester when the website claimed 100% silk. Tried to return and the website says my order number and email don't exist. Please advise how you managed to return items and get a refund.
False advertising and breached Fair Trading Act, will report to the commerce commission if a full refund is not processed immediately.
Dear Customer,
Thanks for your feedback!
We apologize for this unpleasant experience. There may be some misunderstanding between us.
Our products are manufactured in China, which is the home of silk with the best quality of silk. And please rest assured that most of LILYSILK's products own the OEKO certification and are safe and healthy for your skin.
You can refer to this link https://www.lilysilk.com/us/identify-real-silk to identify the real silk.
Please feel assured that we provide a 60-day easy return or exchange service if you are not completely satisfied with your products from LILYSILK.
Usually, we will process the refund once receive feedback from the warehouse about the return parcel.
We 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 you to return the items.
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
Ordered a pajama set a week ago and got a DHL tracking code. The status is being Announced for a week already. I already submitted 3 requests via the website, *******@lilysilk.com but it seems like customer support just ignores them.
Dear Customer,
Thanks for your feedback!
We feel sorry for the waiting.
There may be some misunderstanding here.
Generally, we will reply to you within 24 hours on our business days.
Usually, it will take 1-2 business days to process and the delivery time is according to the specific shipping address.
Due to the escalation of prevention of the epidemic, the recent flight plan has changed significantly, resulting in this batch of goods might be a little delayed. We appreciate your understanding.
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
Overview
LilySilk has a rating of 1.9 stars from 147 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with LilySilk most frequently mention customer service, pillow cases and full refund. LilySilk ranks 96th among Manufacturing sites.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear customer，
Thank you for your feedback on Sitejabber.
We feel sorry that the products did not meet your expectations.
There may be some misunderstanding here.
Silk, as a natural product, has a unique odor that comes from sericin, the protein "glue" silkworms use to bind together the silk threads into their cocoons. Some people mistake the smell for chemical additives, but you can rest assured that none of our silk products have come into contact with any harmful chemicals during any stage of their production.
In our experience, the odor is usually the strongest when you first unpack the silk from the delivery package since there is nowhere for the smell to dissipate. Once unpacked, it usually only takes a short period of time before the smell becomes barely noticeable.
We offer a 60-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK. If it is your first time returning an item from the USA, we have your shipping fee covered.
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.
We are very sorry for this unpleasant shopping experience. We will improve the quality of our service so that you can get a better experience.
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.
Best regards,
LILYSILK Customer Service