Reviews 3.2
15,538 total
Sophia May
1 reviews US
I ordered two silk pillow cases and I…
I ordered two silk pillow cases and I never got them! It’s been weeks and it said they were delivered but they were never in my mail box
Date of experience: July 14, 2023
Dear Customer, We apologize for the inconvenience that we brought to you. There may be some misunderstanding here. We checked your order. The driver from USPS tried to deliver the package to you on July 21, but the delivery failed due to insufficient address, the postman couldn't locate your address. Now your package has already been returned to us. we could arrange a reshipment or issue a full refund to you. 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. Once again, we apologize for any inconvenience caused, if you have any problems, don't hesitate to contact us at [email protected], and we will reply to you within 24 hours on business days. Best regards, LILYSILK Customer Service
Ann Occhino
1 reviews US
I will check further into this matter
I ordered two items and received only one. There was no reason given. I plan to look into this further. Ann Occhino
Date of experience: July 15, 2023
Dear Customer, We apologize for any misunderstanding and inconvenience caused. Upon reviewing your order, we have confirmed that you only purchased one Sandwashed Silk Shirt With Epaulettes. Your satisfaction is our top priority. To ensure a smooth process, one of our customer service representatives will reach out to you by email. They will provide your order information and verify the details. Kindly pay attention to your inbox. Please be assured that we will promptly resolve this issue for you. If you have any further questions or concerns, please do not hesitate to contact our dedicated customer support team at support. We are here to assist you and provide the best possible service. Best regards, LILYSILK Customer Service
Jennifer
1 reviews GB
I tried the one size fits most bra
I tried the one size fits most bra - I'm a 34D and I could barely get it on! Also bear in mind that a refund is the most convoluted process and only applicable if unworn, rather defeating the purpose of the 30 day money back guarantee.
Date of experience: August 03, 2023
Dear Customer， We want to thank you for taking the time to leave a review. Generally, we will approve the return request within 24 hours of our business days and process the refund once we receive the return parcel and confirm. We checked that your RMA has been approved and we will process your refund as soon as we receive feedback from our warehouse. We appreciate your patience in this matter. If you need any more help, please feel free to contact us at [email protected]. We will get back to you within 24 hours on our business days. Best regards, LILYSILK Customer Service
GEORGIE ROSS
1 reviews US
They wouldn’t let me return the jacket
They wouldn’t let me return the jacket. They wanted me to spend 28+ dollars to ship it back to China. The label that we received one on top the other the top one had a United States address they tried to make me offer to keep it like a discount, I know that’s a scam. I’ve been involved in it before I will never buy anything from China unless I’m going through a company like Amazon. They really not trustworthy in my opinion.
Date of experience: July 13, 2023
Dear customer, We are sorry that our blazer did not meet your expectations and we apologize for any disappointment or inconvenience caused by your experience. However, there may be some misunderstanding here. 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. Regarding the return address, we have multiple warehouses worldwide to facilitate returns. We always strive to provide a return address that is closest to the customer's location in order to make the return process as convenient as possible. Furthermore, we offer a free return label for the first return from the United States. This means you do not need to pay for the shipping fee when returning an item that doesn't fit. Please reach out to our customer service team, and they will guide you through the return process. We understand your concerns about purchasing products from China, and we respect your preference for buying through reputable companies like Amazon. However, we assure you that we are a trustworthy company committed to providing high-quality products and excellent customer service. In addition, after checking, we have no record of any communication from you regarding a return for a blazer. 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. If you have any further questions or concerns, please do not hesitate to contact us at [email protected] will reply to you within 24 hours on business days. Best regards, LILYSILK Customer Service
lili
1 reviews NL
utterly disappointed
I recently purchased this blouse, unfortunately, the experience left me utterly disappointed. The item I received was far from what was depicted in the web shop pictures, and the quality was shockingly poor. Firstly, the color of the blouse was completely matt. Secondly, the fabric used for the blouse felt like it was made of the cheapest materials available, low class polyester. In conclusion, I highly advise against purchasing this blouse.
Date of experience: August 01, 2023
Dear Customer, Thank you for sharing your feedback regarding your recent purchase of our blouse. We apologize for any disappointment or inconvenience caused by your experience. 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 30-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK. We appreciate your honest feedback and will take it into consideration as we continue to improve our products and services. We value our customers' satisfaction and would like to make this right for you. Please reach out to our customer service team with your order details, and we will be happy to assist you further. If you have any further questions or concerns, please do not hesitate to contact us at [email protected] will reply to you within 24 hours on business days. Best regards, LILYSILK Customer Service
Jessica Hsu
1 reviews US
The material is not what it was…
The material is not what it was expected. And the return policy take forever to do and not easy to get it done.
Date of experience: July 01, 2023
Dear Customer, Thank you for bringing your concerns to our attention. We apologize for any inconvenience you experienced with our return process. Generally, we will approve the return request within 24 hours of our business days and process the refund once we receive the return parcel and confirm. We checked that your RMA has been approved, we will process your refund as soon as we receive feedback from our warehouse. We appreciate your patience in this matter. If you would like assistance with your return or have any further questions, please do not hesitate to contact our customer support team at [email protected]. We are committed to resolving any issues you may have encountered and ensuring your satisfaction. Best regards, LILYSILK Customer Service
Li Tong
1 reviews GB
The material is not good and is not…
The material is not good and is not worth the money. Wearing for a while it gets fluffy. The collar got coloured by the navy knitting.
Date of experience: July 08, 2023
Dear Customer, We are sorry to hear that you were disappointed with the material of the shirt you bought from LilySilk last year. At LILYSILK, we use only premium materials and will not compromise with inferior-quality products no matter how. We strive to provide high-quality products and ensure that our customers are satisfied with their purchases. Please feel assured that we have been providing customers with high-quality after-sales service. We will definitely take your comments into consideration as we continue to improve our products. If you have any questions, please feel free to contact us at [email protected]. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Service
Diana Mirazic
1 reviews US
I don’t have my package.The fedex truck…
I don’t have my package.The fedex truck came by my gate, made u turn and left. I wanted to ask him about my package and he drove by me so fast.That was very rude.What is going on with your company?When I will have my package?
Date of experience: July 26, 2023
Dear Customer, Sorry for the misunderstanding here and we would like to explain it clearly to you. We checked that the The package you purchased was actually delivered by DHL, not FedEx, one of our customer service staff will continue to follow up on the delivery progress of DHL in the email for you later. If you have any further questions or concerns, please feel free to contact our customer support team at [email protected], and we will be more than happy to assist you. Thank you for your patience and cooperation. Best regards, Lily Silk Customer Support
amanda christenson
1 reviews SE
Beautiful skirt
Beautiful skirt! But size guide is not correct I am generally size 36 European size and I bought size 32 of the skirt and is still big.
Date of experience: July 21, 2023
Dear Customer, Thank you for your feedback and for purchasing our beautiful skirt. We sincerely apologize for any inconvenience you may have experienced with the sizing. Our sizing guide is carefully designed to help our customers make the best possible choice when selecting their size. However, we understand that sizing can sometimes vary between different brands and styles. To resolve this matter, we would be more than happy to assist you in finding the right size. Please feel free to reach out to our customer support team with your measurements, and we'll gladly recommend the most suitable size for you. In the meantime, if you wish to return or exchange the skirt, we have a hassle-free return policy in place. Our customer support team will guide you through the process and ensure you are fully satisfied with your shopping experience. Once again, we apologize for any inconvenience caused and appreciate your valuable feedback. Your satisfaction is our top priority, and we will do everything we can to make sure you find the perfect fit. Best regards, LILYSILK Customer Service
bliv eroo
1 reviews US
extremely poor construction
extremely poor construction, cheap and thin silk, pills immediately.
Date of experience: June 29, 2023
Dear customer, Thank you for bringing your concerns to our attention. We apologize for any inconvenience caused by the quality of the product you received. We take customer feedback seriously and strive to continually improve our offerings. Regarding the construction issue and the quality of the silk, we regret that it did not meet your expectations. We understand your disappointment and want to assure you that we will investigate this matter further to identify any possible areas for improvement. In regards to the pilling, we apologize for the inconvenience caused. such as using the inappropriate washing mode(hand washing is recommended), using harsh detergents, washing with hot water, over-drying, using iron directly on the fabric, and of course, personal use habits, etc. It is important to follow the care instructions provided. We appreciate your feedback and will take it into account as we work towards enhancing our product's durability. 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? Please always feel free to email us at [email protected] with any issues. We will reply to you within 24 hours on our business days. Once again, we apologize for any inconvenience caused, and we appreciate your feedback as it helps us enhance our products and services. We look forward to resolving this matter to your satisfaction. Best regards, LILYSILK Customer Service
Yolanda Cruz
1 reviews US
The clothing sizes are not consistent
The clothing sizes are not consistent. I wear large and some tops in the Large size can be too big, too small or just right. When it doesn’t fit, I am required to pay for my return. How am I supposed to know what size is accurate if the clothing are not true to size???
Date of experience: June 16, 2023
Dear Customer, We apologize for any inconvenience you have experienced with our clothing sizes. We understand how frustrating it can be when items do not fit as expected. Please note that clothing sizes may vary due to different product styles, fabrics, and designs. However, we strive to provide accurate size information on our website to help our customers make informed decisions. We also offer a size chart that you can refer to when selecting your size. If you are still unsure about the sizing, our customer service team is more than happy to assist you in choosing a more suitable size. They have extensive knowledge about our products and can provide personalized recommendations based on your measurements and preferences. Regarding returns, we offer a free return label for the first return from the United States. This means you do not need to pay for the shipping fee when returning an item that doesn't fit. Please reach out to our customer service team, and they will guide you through the return process. We appreciate your feedback and will continue to strive for consistency in our sizing. Thank you for bringing this to our attention, and we hope to provide you with a better shopping experience in the future. If you need additional assistance, please feel free to contact us at [email protected]. Best regards, LILYSILK Customer Service
Heather
1 reviews US
The scratchiest silk sheets ever…
The scratchiest silk sheets I've ever bought. Satin would be far more comfortable and financially sensible.
Date of experience: June 19, 2023
Dear Customer, Thank you for taking the time to leave a review and sharing your experience with our bedding. We're sorry to hear that the product did not meet your expectations in terms of texture and quality. 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. Thanks for your suggestion and we will continue to improve our products. There is no compromise when it comes to the satisfaction of our clients. If you need additional assistance, please feel free to contact us at [email protected]. Best regards, LILYSILK Customer Service
HAANN
1 reviews HK
stained after only 1 wear, poor exchange arrangement
white part of the silk top stained to yellow after only one wear and unable to wash away, exchange of another item was to mainland but it's stuck in customs and not able to complete exchange, and the original item has not been sent back to me either .
Date of experience: July 08, 2023
Dear Customer, Thank you for bringing these issues to our attention. We apologize for the inconvenience you have experienced with your recent purchase and the exchange process. We understand your frustration and we are committed to resolving these matters for you. Regarding the exchange item that is currently stuck in customs, we apologize for the delay and inconvenience caused. We understand your frustration and assure you that we are working diligently to resolve the customs clearance issue as quickly as possible. We have tried locating your order but need help finding it due to the limited information you left. To better assist you, could you please provide us with more specific details about the product and the issues you encountered? This will help us investigate the matter further and find a suitable solution for you. We sincerely apologize for any inconvenience caused by these issues. Our goal is to provide you with a positive shopping experience, and we are committed to making things right. Please always feel free to email us at [email protected] with any issues. We appreciate your understanding and cooperation in this matter. Best regards LILYSILK Customer Service
andrea
1 reviews CA
Poor constructions
Armholes are way to deep, exposing lingerie. It is non refundable, so very limited use. It also doesn’t drape nicely.
Date of experience: June 14, 2023
Dear customer, We apologize for any inconvenience caused by the armholes being too deep on the item you purchased. We understand that this can affect the overall fit and expose lingerie, which may not meet your expectations, thanks for your suggestion and we will continue to improve our products. Please feel assured that we provide a 30-day easy return or exchange service for unused or unwashed products if you are not completely satisfied with your products from LILYSILK. There is no compromise when it comes to the satisfaction of our clients. If you need additional assistance, please feel free to contact us at [email protected]. Best regards, LILYSILK Customer Service
T Shelton
1 reviews US
Sale Items Non Refundable/Return Hassle
Ordered a silk knitted tee on sale. It was from the outlet, which are considered irregulars, thus, non refundable. However, I did not know irregular could mean completely see-through to the point of being unwearable. It is designed as a fitted tee, which I like, but this means you cannot wear a camisole, or something like that underneath. 1 of 3 items I ordered are satisfactory and to return to China within 30 days is a risk. Will not use this company again due to poor return policy.
Date of experience: July 03, 2023
Dear customer, Thank you for reaching out to us and providing your feedback regarding your recent purchase. We apologize for any inconvenience caused and understand your concerns regarding the transparency of the silk knitted tee you ordered from our outlet. We would like to clarify that our outlet items are sold at a discounted price. And there is a detailed return policy on our website. For further information, please visit this link https://factory.lilysilk.com/pages/returns-exchanges For other items purchased on our official website, unless otherwise stated, we provide a 30-day return service. We currently have return warehouses in the United States, Australia, UK, Germany, Czech Republic and China. Products can be returned as per the principle of proximity. We value your feedback and would like to take this opportunity to address any further concerns you may have. Please do not hesitate to contact us at [email protected] with any issues directly so we can assist you further. Thank you for your understanding. Best regards, LILYSILK Customer Service
Carol Bryan
1 reviews US
Not able to return item
Not able to return item
Date of experience: July 03, 2023
Dear customer, Thank you for reaching out to us regarding your return request. We understand your frustration and we apologize for any inconvenience caused. We're here to assist you in resolving this matter to the best of our abilities. 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 and do whatever it takes to make it right for our customers! Please always feel free to email us at [email protected] with any issues. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Service
SZ
1 reviews US
very embarrassing and annoying of lint and pilling
I bought this knitted silk garment and another knitted silk garment from Lilysilk. I find that any backpack, car seat belt that comes in contact with the knitted silk garments causes a lot of lint and pilling, which is very embarrassing and annoying.
Date of experience: June 26, 2023
Dear customer, Thank you for reaching out to us with your concern regarding the knitted silk garments you purchased from Lilysilk. We apologize for any inconvenience this may have caused. Lint and pilling are common issues with silk garments, especially when they come in contact with rough surfaces like backpacks or car seat belts. To minimize lint and pilling, we recommend following the care instructions provided with the garments. Gentle hand washing or using a delicate cycle in a laundry bag can help maintain the fabric's integrity. Additionally, avoiding contact with rough surfaces can also prevent excessive lint and pilling. If you believe that the lint and pilling you are experiencing is beyond what is expected, please provide us with more details or images of the issue. We are committed to ensuring customer satisfaction, and we would be happy to assist you further in resolving this matter. Once again, we apologize for any inconvenience caused and appreciate your feedback. Please let us know at [email protected] if there is anything else we can assist you with. Best regards, LILYSILK Customer Service
Patrice
1 reviews US
The sheets I purchased had an extremely…
The sheets I purchased had an extremely bad odor. I figured it was from the packaging so I washed them. They still smelled like vomit after a few washings and I asked for an exchange. This is my 3rd set of sheets from this company and I never had a problem. Unfortunately the return policy is you cannot return an item once it’s been washed, not even for an exchange. Now I’m out of $1200. I will never buy another item from LilySilk.
Date of experience: June 05, 2023
We're sorry to hear that you had a negative experience with our product. We take the quality of our products very seriously and we apologize for any inconvenience that this may have caused you. The smell should be from the sericin of the silk itself. Some people mistake odors for chemical additives, but you can rest assured that our silk products have not been exposed to any harmful chemicals at any stage of production. As for the return policy, we understand your frustration. We hope you understand that this policy is in place to maintain the quality and integrity of our products. We value your feedback and would like to take this opportunity to address any further concerns you may have. Please do not hesitate to contact us at [email protected] with any issues directly so we can assist you further. Thank you for your understanding. Best regards, LILYSILK Customer Service
avidreader
1 reviews US
these items come straight from China; unable to return or exchange?
Hair bands do not feel or smell like silk at all; but have a strong chemical odor. Will not order again.
Date of experience: May 31, 2023
Dear Customer, We do apologize for this and any misunderstanding. Silk, a combination of natural proteins, has a unique smell, mainly from the residue sericin, or "silk glue." Sericin is very beneficial for your body in trace amounts, so you don't have to worry about the smell being indicative of something terrible. 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 rest assured the Heatless Silk Curling Headband And Scrunchie Set you have purchased is made of 100% Silk. 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. Thank you for share your experience with us. We value your feedback and will use it to improve our products in the future. If you need additional assistance, please feel free to contact us at [email protected]. We will reply to you within 24 hours on our business days. Best regards, LILYSILK Customer Service
Laura Powell
1 reviews US
Your return process sucks
The product wasn't perfect for me, so I have asked to return it. Your return process is difficult and cumbersome. First I had to apply, then I was approved, now I've gotten a raft of emails asking me to submit more information. Just LET ME RETURN THIS PLEASE!!!
Date of experience: May 31, 2023
Dear Customer， We want to thank you for taking the time to leave a review. Generally, we will approve the return request within 24 hours of our business days and process the refund once we receive the return parcel and confirm. We checked that your RMA had been approved and a free shipping label has been sent to you, we will process your refund as soon as we receive feedback from our warehouse. We appreciate your patience in this matter. If you need any more help, please feel free to contact us at [email protected]. We will get back to you within 24 hours on our business days. Best regards, LILYSILK Customer Service
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