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Mary A.

  • 2 Reviews
  • 5 Helpful Votes
  • 0 Thank Yous

Experience: Clothing & Fashion, News, Business

Member since May 2021

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2 Reviews by Mary


Farfetch is THE place for online shopping, especially for browsing new and upcoming brands in luxury fashion. Shipping is always fast, and customer service is impeccable: I'm writing this review to praise them for a) not bothering the customers with customs fee issues etc. and b) always replying promptly to any questions customers have in mind regarding an order.

Products used:


I ordered a bunch of items from LilySilk on March 21 (totaling $912). Due to a customs clearance issue FedEx asked LilySilk to contact them. Turns out LilySilk told FedEx that the package can be left abandoned at customs and they didn't even inform me about this! I wasn't even aware of the issue before calling FedEx today, since I had received a message from LilySilk Support saying "We will contact the shipping company to look into this and please wait for a little while" on April 20, which tricked me into thinking they were indeed trying to solve the issue. I paid $912 for goods that will not be delivered to me because LilySilk failed to inform me about the issue and simply abandoned the case. I've tried contacting them to no avail, hopefully someone will respond to this complaint at least, because they falsely market a 60-day free return policy on their website. All these influencers getting free gifts from LilySilk to promote the brand should think twice and act more responsibly before they lead to such scams that regular customers will have to deal with!

Tip for consumers:
Stay away from LilySilk unless you are influencer getting free gifts from them!

Products used:
None: because they were never delivered!!

Lily M. – LilySilk Rep

Dear Customer,
Thank you for your feedback.

We apologize for this unpleasant experience.
We will refund you or send you the replacement if the parcel will be returned to us or lost.

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

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