4.2
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The allocated customer support person, Summer, resolved an exchange issue with professionalism, warmth, patience and efficiency (ticket number 770073). Thank you, Summer. I love the LilySilk items (jersey and seater vest). It is the first time I have purchased anything from LilySilk and I was not dissappointed. I will do so again and I can also trust in their service to be of a very high standard too.
I recently had an issue with my order at LillySilk due to an incorrect quantity. However, the customer service (Summer) was extremely helpful and resolved my issue quickly and smoothly. The contact was very friendly, and I felt well taken care of. I am very happy with the fast and hassle-free solution to my problem and would highly recommend LillySilk. Thank you for the excellent service!
The silk shirt is a nice quality shirt, however it's so wide. I purchased an XS and it is still overwhelming and not flattering. Unfortunately you have to pay for returns so not very customer friendly. It's much better to purchase online from higher end department stores where they also have quality silk, better return policies and most times comparable prices.
Gorgeous product. In addition to numerous pillows, I purchased 2 boxed sets of pillow case, eye mask and face mask. Absolutely luxurious. Moreover, the presentation is beautiful, making it an ideal special gift.
As for pillowcases, very presentable in an envelope-type boxes, they are fabulous. Multi-color ones are marked on the package.
The problem is with the solid pillowcases, which do not display the grade (number) on the package, which if opened, is no longer presentable as a gift. Please correct this along with stating the color of the item.
Again, thank you for the beautiful product and looking forward to more. All the best...paulina
Written by the company
Free Deliveries - around 2-4 Business Days to the US after it ships out.
556 N. DIAMOND BAR BLVD. STE 207, 91765, DIAMOND BAR, CA, United States
4.2
21K reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
I’ve purchased three other silk blouses with placket and the XL-XXL has always fit. This time it barely fits ( and I’m the same size). Looks like the sizing has been changed.
Date of experience: March 28, 2025
Reply from LilySilk
Dear customer，
Thank you for taking the time to provide your feedback about your recent purchase from Lilysilk. We appreciate your feedback and we are sorry to know the size does not work for you. Please note that even if two shirts are labeled the same size, they may vary slightly in size due to different styles. Some shirts are oversized, while others are slim-fitting. If your shirt is brand new, unused, and still has the tags attached, we are happy to assist you with returns and exchanges.
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 appreciate your patience and understanding.
Best regards,
LILYSILK Customer Service
Good shipping info, good silk products, lots of goodies
Date of experience: March 27, 2025
As usual, Lilysilk delivered in record time, no problems and I'm delighted with my purchase.
Date of experience: March 27, 2025
Fantastic sweater: stylish, soft, high quality fabric and very comfy to wear.
It is a pity that the one in the green color is not available anymore in my size.
Date of experience: March 16, 2025
The silk shirt is a nice quality shirt, however it's so wide. I purchased an XS and it is still overwhelming and not flattering. Unfortunately you have to pay for returns so not very customer friendly. It's much better to purchase online from higher end department stores where they also have quality silk, better return policies and most times comparable prices.
Date of experience: April 10, 2025
Reply from LilySilk
Dear customer.
Thank you for sharing your feedback regarding your recent purchase.
We apologize for any frustration you encountered during this process.
Please kindly note that we’re pleased to offer free prepaid return labels for orders shipping from a US address, based on your membership tier:
Sprout and Bulbil Tier Customers: Enjoy a prepaid return label for your first return.
LILY and Petal Tier Customers: Receive a prepaid return label for each return or exchange.
Registered Customers: Qualify for a prepaid return label when making an exchange.
For first-time returns, registered customers are responsible for return label fees.
Regarding the return label fees, we will cover postage for returns if the goods received are incorrect, damaged or faulty goods. Normally, customers will have to pay for shipping with the carrier of their choice if there are no above questions.
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 Support
love the quality. I ordered quite a few pieces and was always satisfied with my perches
Date of experience: March 19, 2025
I am writing this review with a heavy heart because I was a returning customer with Lilysilk for 4 years now and I am a petal member, the second highest. Unfortunately, this time my trust in this company has been heavily undermined, if not lost completely, because of an exasperating return process of two items from a large order I placed at the end of March for which I paid over 1000$.
I did everything correctly on my part, and sent my partial return just a few days after the reception of my order. I paid for a priority shipping, submitted the tracking number, order arrived at the customs in Germany in less than a week. After going through a cutoms process, the recipient (warehouse in Germany) was notified they had a package to collect, I suppose there is a tax to be paid. The tracking then does not move for a whole week, so I inquire whether they collected my return. I receive a hallucinating reply that 'due to the high value of the package they will not be able to collect it and it will eventually return back to me and that I am supposed to send it out again'. I almost fell from my chair. Pardon me? I declared the true value of the goods I paid for (as it is to be expected). Then I paid for my return, submitted my tracking number, and it reached its destination in due time. And now you mean to tell me you will not collect my return because there is a tax to be paid? Are we even serious here? I am not responsible for the decision of the customs, and it is a process you should naturally expect when customers are returning an order from abroad! How can you refuse to collect it when we as customers are automatically expected to pay if there is a tax upon the reception of our orders? And not only refuse to collect it, but to ask me to wait till it returns back to me, and then send it out to you once again, only then will you refund me? What is the logic behind this absurd decision? How can you refuse to take responsibility for a returned package that arrived at the destination in due time as announced, and decide to not collect it?
I am so sorry but I am utterly exasperated and horrified at this level of unprofessionalism on your part. If you do not wish your customers to delcare the true value of the returned items in order to avoid paying a tax, you should have informed them to do so in advance.
I kindly ask you to do something about my return rapidly, it's been in Germany since 7th April. I would like to have my money back for the items I promptly decided not to keep when I followed the return procedure correctly to a T.
Thank you for offering me a rapid solution.
Date of experience: April 15, 2025
Reply from LilySilk
Dear customer,
We sincerely apologize for the frustration and the misunderstanding this situation has caused you. We understand your concerns.
Packages returning from Switzerland to our German warehouse require customs clearance, and we are working on this.
We value your business and want to find a satisfactory solution.
One of our customer service staff will contact you to provide you with the latest updates on the status of your package, and we will do our utmost to help you solve the problem.
Once again, we deeply apologize for the inconvenience caused and appreciate your understanding. We value your feedback and will use it to improve our products and services in the future. If you have any further questions or concerns, please do not hesitate to contact us directly.
Thank you for giving us the opportunity to make this right.
Best regards,
LILYSILK Customer Service
Nice silk navy striped blouse. A little disappointed that the stripes were not on the inside of the material as well.
Date of experience: March 25, 2025
The allocated customer support person, Summer, resolved an exchange issue with professionalism, warmth, patience and efficiency (ticket number 770073). Thank you, Summer. I love the LilySilk items (jersey and seater vest). It is the first time I have purchased anything from LilySilk and I was not dissappointed. I will do so again and I can also trust in their service to be of a very high standard too.
Date of experience: April 08, 2025
I missed the first delivery and made a short trip to overseas but they patiently contacted DHL to get me the product which I appreciated very much.
Date of experience: March 24, 2025
Reply from LilySilk
Dear customer,
We're truly sorry to hear that you're not entirely satisfied with the fit and overall impression of our product. Your feedback is incredibly valuable to us as it helps us improve.
We strive to provide high-quality products to all our customers.
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.
We offer a at least 14-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK.
We value your feedback and are committed to providing you with a positive shopping experience.
Please always feel free to email us at support@lilysilk.zendesk.com with any issues.
We will get back to you within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
Everything was perfect, good quality, beautiful packing, speed shipping
Date of experience: March 23, 2025
I love the way my blouse feels and the quality of the construction. I will purchase more pieces.
Date of experience: March 23, 2025
The staff is just
Date of experience: March 23, 2025
I love the feel of the material. The silk and cashmere blend are very comfortable to wear all day long during a trip. However, I was very disappointed with the durability. I bought both the black and white in ~Nov, 2024. By Mar 2025, both had broken thread at the front collar. The dry cleaner said firmly this is not due to dry cleaning, since the damage would not be limited to one place.
Date of experience: March 13, 2025
Reply from LilySilk
Dear customer.
Thank you for sharing your feedback regarding your purchase.
We apologize for any frustration you encountered during this process.
At LilySilk, we use only premium materials and will not compromise with inferior-quality products no matter how.
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 concerns, please do not hesitate to reach out to us at support@lilysilk.zendesk.com. We are here to assist you.
Thank you for your patience and cooperation.
Best regards,
LILYSILK Customer Service
The XL size in silk dress and skirt is actually L. It fits me well but would prefer more space. This is why I ordered XL
The quality of silk is good.
4 stars for sizing. Runs small.
Date of experience: March 22, 2025
I like the quality of the silk and the fit. Usually have problems getting the right size and they fit perfect.
Date of experience: March 22, 2025
I recently purchased an item from Lilysilk and followed their instructions to return it to their warehouse in Germany in February. Despite adhering to their return policy, Lilysilk claims they cannot locate my returned item.
To make matters worse, I have now received a debt collection notice from Klarna for this purchase. This situation is unprecedented for me, and I am extremely disappointed with how Lilysilk has handled my return. It feels fundamentally wrong to be held accountable for a debt when I have done everything correctly on my end.
I urge Lilysilk to improve their return process and customer service to prevent such issues from happening to other customers.
Date of experience: February 07, 2025
Reply from LilySilk
Dear Valued Customer,
Thank you for taking the time to share your return experience with us. We sincerely apologize for the frustration this situation has caused.
Upon reviewing our system, we currently have no record of a tracking number associated with your returned package. Without this information, we are unable to trace the status of your shipment, which has delayed the processing of your refund. Please rest assured that our customer service team will promptly reach out to you to assist in verifying your return logistics details and expedite a resolution.
Regarding the debt collection notice from Klarna, we want to reassure you that even if payment has been processed, we will refund the full amount to your Klarna account once your return is confirmed. We have already communicated with Klarna about your case and will prioritize resolving this matter to avoid further complications. We fully understand your concerns and are committed to working closely with you to resolve this fairly.
Thank you again for your patience and understanding. We are dedicated to resolving this issue for you as quickly as possible.
Sincerely,
LILYSILK Customer Service
Website was easy to use and shipping was extremely fast. Also overjoyed with the quality of the 100% silk I received!
Date of experience: March 21, 2025
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