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LilySilk Reviews Summary
LilySilk has a rating of 2.1 stars from 148 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 95th among Manufacturing sites.
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As of 10/4/2021 almost a year after I returned the item, I finally got my money back through a DISPUTE decision in favor of me. Lilysilk always insisted that they had refunded the money to Paypal, however Paypal and the credit card company both confirmed they never got any refund from Lilysilk. Apparently Lilysilk is lying! Glad I was able to dispute this transaction and was protected by the credit card company and Paypal, and glad now I know clearly how untrustworthy Lilysilk is!
I requested a return last year with Lilysilk. My return request was accepted but they told me they cannot accept the returns due to Covid19 and they will let me know after about a month if their site is re-open so that they will accept my return. I waited for two months and sent them several emails but NEVER got any response from Lilysilk. I disputed this transaction with the bank and Lilysilk responded to me immediately after the dispute and said they are re-open now and can process the returns. Then after Lilysilk received my return they asked me if it is okay to first refund me 50% and they need further check. I said no. They replied me by saying that they will refund full money immediately. Then after another MONTH, I still haven't got my refund. Lilysilk says they have processed the refund but the bank held it. They also said they cannot refund me unless I canceled the dispute. How ridiculous it is! It seems that Lilysilk is always finding an excuse but never refund money. This company is so untrustworthy and so scam! Don't buy anything from this company. The quality of clothes is poor and not consistent either.
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
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
This is a scam company, ignore all these positive reviews and read the true customer reviews further down the chain. Do not be a victim to these dreadful scammers.
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience. There may be some misunderstanding between us.
Generally, we will reply to you within 24 hours on our business days.
We apologize the delivery time may be a little different according to the 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.
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
This is a sham company that provides no customer service. I received a smelly comforter that is not unusable. They played games for weeks not providing an address to return the item then stopped responding to me. DO NOT BUY from this Company.
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience.
There may be some misunderstanding here.
Sorry that we did not find your email or your order according to the information you left. Could you please provide us with your email? Then we can check the condition for you and help you solve the problem.
We offer a 60-day easy exchange or return if you are not completely satisfied with your goods from LILYSILK. The return address and more return information you can check on our return page: https://www.lilysilk.com/us/shipping-and-returns
Please feel free to contact mail: support@lilysilk.zendesk.com, we will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
I ordered two blouses from this place thinking that this was a reputable place. I spent $230 and I still haven't received my order. There is no shipping information and the tracking number provided doesn't work. I tried emailing LiliSilk numerous times and haven heard back, I also tried calling but the number provided on their website is always busy. This is clearly a scam. DO NOT BUY anything from them they are horrible.
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience.
There may be some misunderstanding here.
Normally, products need 1 or 2 business days for preparation. The delivery time is 3-5 business days if you choose to ship to the USA.
For more shipping info you check it on our website or contact us.
Sorry that we did not find your email or your order according to the information you left. Could you please provide us with your email? Then we can check the condition for you and help you solve the problem.
Please feel free to contact mail: support@lilysilk.zendesk.com, we will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
I've ordered a scarf from them (end of july) for a gift, but mostly to check the quality of their silk and their shipment before ordering one of their dresses for the wedding of my friend... i can't even TRACK my order (after ONE WEEK)! And I have to leave my country (France) soon! It just seems like what all the reviews written here seem legitimate, i am also very worried about the quality of the silk now... someone said they could confirm it's not 100% silk in a lab..
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience.
There may be some misunderstanding here.
Normally, products need 1 or 2 business days for preparation. The delivery time is 5-12 business days according to the weight if you choose to ship to France.
Most of our products are made of 100% Grade 6A Mulberry Silk and own the OEKO certification.
We provide a 60-day easy return or exchange service if customers are not completely satisfied with their products from LILYSILK.
Sorry that we did not find your email or your order according to the information you left. Could you please provide us with your email? Then we can check the condition for you and help you solve the problem.
Please feel free to contact mail: support@lilysilk.zendesk.com, we will reply to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
I placed my first order with Likysilk based on a YouTube recommendation. I ordered 4 tops and 2 bras. The bras were a one size "should" fit all. They were not even close to fitting. The sizing is not consistent because I ordered all the tops in medium only one fit. I'm trying to return the items for my money back. First they had to review my request, they approved my request and sent a shipping label, only to cancel it a day later. They are ignoring my emails now. If you're thinking of ordering from them, you may want to think twice. I'm in the time frame for a return, I requested a return the day the order came after I tried the items on, their return policy they have listed is a lie …. Returns are not easy, if you can do s return at all. I don't recommend ordering from them
Dear Linda,
Thank you for your feedback.
We apologize for this unpleasant experience.
Please know that we have no right to cancel the UPS return label, meanwhile, we can send you a new label if needed and wish we could solve this problem for you as soon as possible.
Normally, we will reply to our customers within 24 hours on our business days.
The sizes may not match everyone perfectly because everyone would have a different figure. That's why we offer a 60-day easy return. Please be assured that you could return your item within 60 days of receiving it.
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
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
Not only the website is disclosing misleading advertising about their services (free return) and about their products (the product I received were not made of silk.
I returned my product using a tracked mailing service and they pretended they only received part of the product I sent and therefore refunded only 10% of my order.
Update 21/06/21:
Customer service acted dodgy by first pretending the warehouse informed them only part of my order has been returned.
By the time I replied that I will involve my bank fraud department and my parcel was a tracked package containing 1.2 kilos of goods when it left the Post office so I will easily prove they are scammers, 3 minutes later they surprisingly find the rest of the rest of my order (only one parcel was sent with all items in it). Obviously the lied again and pretended the return form was not attached to my return to justify their initial 'mistake'.
Also please see my screenshot of their website about the misleading advertisement stating "free return" without any mention of US only, and I am on the GB locale. Another 'mistake' I guess
Last but not least, since they now replied they are oeko-tex certified, I have just made a verification on oeko-tex of certificate number they provide on their website SHHO *******, funny enough the following error message is returned to me "the validity of the is currently under review. Please contact us for further information".
Probably another mistake
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience.
Most of our products made of grade 6A mulberry silk and most of LILYSILK's products own the OEKO certification and are safe and healthy for your skin.
You can search the company's name "LILYSILK" on the OEKO official website. Here is the link.
https://www.OEKO-tex.com/en/buying-guide
Then you will find our company which owns authentic and valid OEKO certification.
Please know that the free return is only offered to 1st return on orders shipped in the USA. For all other returns, customers need to pay for the cost of shipment, which you can check on our website: https://www.lilysilk.com/us/shipping-and-returns
Sorry again for the misunderstanding.
Sorry that we did not find your email or your order according to the information you left. Could you please provide us with your email? Then we can check the condition for you and help you 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 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 wouldn't purchase from this company again! It is not 100% silk and I doubt it is 40% silk. The shirt is cheap snd looks horrible. The photos that they use to promote their product is definitely not what you will receive. Another deceitful Asian knock off!
Today my order was delivered after 8 weeks and so many emails. Unfortunately they are far to small. I ordered large because i thought i would like roomy blouse and T-shirt but what has arrived is about a size 12 UK. I am attempting to return the items and as Lilysilk have offered to pay for the return I am in the process of requesting a paid return label. Also a refund not exchange of the goods. I will update when i get a reply.
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience.
Meanwhile, we are sorry that the sizes did not meet your expectations.
Sorry that we did not find your email or your order according to the information you left. Could you please provide us with your email? Then we can check the condition for you and help you 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've been waiting for weeks for an exchange or refund but hear nothing. Don't believe their claims of easy returns, tthere is nothing easy about their process.
Dear Customer,
Thank you for your feedback.
We apologize for this unpleasant experience.
There may be some misunderstanding here. Normally, we process the return request within 48 hours.
We are sorry that we did not find your email or your order according to the information you left. Could you please provide us with your email? Then we can check the condition for you and help you 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 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
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
I purchased a large size thinking it would be a bit big as I normally take a medium. But I wanted to make sure it was comfortable. It was so small. It has to be labeled wrong. No one makes a large that small. The refuse to exchange or return it because it was on sale. My guess is they clear out miss sizes at a discount than refuse to take them back. Terrible company!
Dear Customer,
Thanks for your feedback!
We are sorry that our sizes did not meet your expectations.
When you buy products, you can consult our customer service. We could give you some advice on sizes if you have any doubts before making a purchase and we also provide customized services. We put customer experience first and will continue to make improvements.
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. If you have any problems, please contact us, we will reply to you within 24 hours on our business days.
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.
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 an item for my wife. They accepted the order and when I asked why it was taking so long to arrive, they told me that, as the item was out of stock, they there waiting for it to arrive at their location. Then, they despatched it so slowly, e.g. with the slowest delivery within UK - 48 hours with Royal mail, that it arrived after my wife birthday. The item was of poor quality silk and the cut/tailoring did not seem like that on the website, so returned. The return was painless and the money credited promptly, hence 2 stars, if not would have been one.
Dear Customer,
Thanks for your feedback!
We are sorry for any inconvenience caused and our products did not meet your expectations.
There may be some misunderstanding here.
Our products are made of grade 6A mulberry silk, and most of them own OEKO certification. So you can trust our quality. 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.
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 2x2 22 Momme silk pillow cases with zipper closing for a total price of $144.00. I only received 2 and they do not fasten up with a zipper. The fold to enclose the pillow is very small. I also do not believe the items are silk as they are fare too heavy.
Dear Customer,
Thanks for your feedback!
We feel sorry that our products did not meet your expectations. We are afraid that there may be some misunderstanding. 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.
Besides, we are sorry that we could 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 and help you solve the problem quickly.
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
This company lies about the quality of their silk- it is actually satin (50% silk, 50% polyester or other plastic). Real silk is soft and shiny on both sides while this one is rubbery and matte on one side. I also work in a lab and was able to confirm this. I contacted the company and they refunded me 50% due to the 50% non silk component. I opted to refund instead of return because of all the negative experiences with returns stated on this site. Should have gotten a full refund because they totally scammed/lied.
Dear Customer,
Thank you for your feedback.
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.
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 purchased the 19 momme pillow cases and was extremely disappointed in the quality of the silk. It wasn't soft at all and not even as smooth as my cheap polyester satin pillowcases. If you plan to return them you have to pay the international shipping. This is a huge regret buy, never again. Do not recommend.
From the business
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.
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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.
There may be some misunderstanding here.
Usually, we will process the refund immediately once receive customers' returned parcel. We may not 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.
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