Shipping was quick, very fashionable clothes and fits very well. A little too expensive for the quality of the garment, and questionable if it's actual merino wool used, or just regular wool. For... See more
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Review summary
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Lovely quality and fit, exactly what I expected and I love that coffee is a lovely brown / grey shade, very flattering on my fair skin! Took a couple of weeks longer to receive than expected due to a... See more
The cardigan is oversized so if one wants a normal shape, take a size down. By the way, the colour is not white but ecru. And you cannot wash the cardigan, only dry cleaning.
Lovely little off-one shoulder top. Was a titch worried when I realized the top just slips over your head versus having a zipper but the 4 fits true to size and I had no difficulty putting it on/takin... See more
Company details
- #169 of 291 best companies in Clothing Store
- #6 of 17 best companies in Bedding Store
- #2 of 4 best companies in Silk Store
About LilySilk
Written by the company
We are LILYSILK, one of the world's leading silk brands providing natural premium materials for every day & evermore. We aim to inspire people to live better lives and more sustainable lifestyles.
Our care for one another and the planet is what drives us.
Contact info
556 N Diamond Bar Ste 100C, 91765, DIAMOND BAR, United States
- +1-909-861-1680
- support@lilysilk.zendesk.com
- lilysilk.com
4.1
Great
23K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Abby got right back with my email…
Abby got right back with my email request the next day. I ordered something then decided to cancel and re order later through the app to save money. Thank you Abby!
February 18, 2026
Unprompted review
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The prices and shipping times are high…
The prices and shipping times are high for these products, but the quality does not measure up. I ordered two silk shirts which have both acquired the same defect, wrinkles in both arms that do not resolve with ironing, including by a professional laundry. The company has said that they are outside the window for returns even though UK law requires them to replace the products with products that are not faulty if ordered in the last six months. The law is clear that it is incumbent on the company to prove that there was no flaw, but there most certainly was when the same flaw has occurred on both sides of two different shirts. This company is not trading honesty and legally. I will have to throw the shirts away. Wish I had gone elsewhere.
February 22, 2026
Unprompted review
Reply from LilySilk
Dear customer，
Thank you for taking the time to share your feedback about your purchases from Lilysilk. At LILYSILK, we use only premium materials and will not compromise with inferior-quality products, no matter what. Regarding the wrinkles on both sides of the sleeves you mentioned, if you're unable to remove them at home with an iron or steamer, we recommend taking the shirts to a local laundry store to see if their professionals can assist you in solving this issue.
We also noticed that your two shirts were purchased in October 2025, which was over four months ago. For items bought from LILYSILK, returns or exchanges can be initiated within 14 days of receipt. Thank you for your kind understanding in this matter.
If there's anything more we can do to assist you, or if you’d like to discuss this further, please don’t hesitate to reach out at support@lilysilk.zendesk.com. We’re committed to improving our service to better serve you and all our customers in the future.
Best regards,
LILYSILK Customer Service
Horrible company
Horrible company, do not trust them, they lie. I paid extra for a service just in case my package was lost. UPS delivered to the wrong address and despite them stating 100 % that the package was covered refused to replace my package Now I have to file a dispute. The company is based out of China. I paid extra to assure my package was safe. That is all just a ploy to get you to order. Thats not fair.
February 22, 2026
Unprompted review
Reply from LilySilk
Dear customer，
Thank you for taking the time to share your feedback regarding your order with Lilysilk. We are very sorry to learn that you have not received your package, even though the tracking status indicates it has been delivered.
We have tried to locate your order, but are unable to find it due to the limited information 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!
If there's anything more we can do to assist you, or if you’d like to discuss this further, please don’t hesitate to reach out at support@lilysilk.zendesk.com. We’re committed to improving our service to better serve you and all our customers in the future.
Best regards,
LILYSILK Customer Service
Wool cashmere hoodie is bobbling on the…
Wool cashmere hoodie is bobbling on the arms quickly. Also, don't fall for the "free returns if you join our club" - they are only free if you are a certain level of prior spend. They ship from China hence takes time. That said my return (of a different colour) was processed reasonably quickly.
January 5, 2026
Unprompted review
Reply from LilySilk
Dear customer，
Thank you for taking the time to share your feedback about your purchases from Lilysilk. At LILYSILK, we use only premium materials and will not compromise with inferior-quality products, no matter what. We fully understand how concerning it is to see pilling on your cashmere item. Please kindly note that the arm areas are more likely to pill due to frequent friction during daily wear. This is an inherent characteristic of natural cashmere fiber. We hope you can understand the natural properties of cashmere. Thank you so much for your kindness and consideration.
Regarding the free return policy you mentioned, please note that LILYSILK's free return service is exclusively available to the highest 2 levels, which are Level 4 (Petal) and Level 5 (Lily) members. For customers who place orders as a guest or lower-level customers. You may either pay a certain amount to get a LILYSILK return label or return the item at your own expense.
If there's anything more we can do to assist you, or if you’d like to discuss this further, please don’t hesitate to reach out at support@lilysilk.zendesk.com. We’re committed to improving our processes to better serve you and all our customers in the future.
Best regards,
LILYSILK Customer Service
Poor customer experience
Poor customer experience. Initially I was emailed saying they didn’t deliver outside the USA. Although this was quickly followed up with a email saying ignore the previous email, it wasn’t a great start and I didn’t feel valued.
I found the returns process extremely complicated. This was compounded as various links weren’t working.
When I did finally manage to return the items there was no refund. I chased it 6 weeks later. I received no apology just an email saying yes we did receive your return and then another email saying here was the refund I’d requested! Again no apology.
For a luxury brand, the customer service does not make me like a valued customer.
February 5, 2026
Unprompted review
Reply from LilySilk
Dear customer,
Thank you for bringing your experience to our attention. We sincerely apologize for the frustration and inconvenience you have encountered during your recent interaction with us. Your feedback is invaluable, and it is clear that we fell short in several areas, particularly in our communication and return process.
We understand how disappointing it must have been to receive conflicting information regarding shipping, and we regret that this set a negative tone for your experience. Furthermore, it's unacceptable that the returns process was complicated and that there were technical issues with our links. We can see how this would contribute to your overall dissatisfaction.
Regarding your refund, we apologize for the lack of prompt communication and acknowledgment of your concerns, as well as for not receiving an apology. This is not the standard of service we aim to provide, and we appreciate you bringing these issues to light.
We want to assure you that we take your feedback seriously and will be addressing these issues with our team to improve our processes for the future.
We greatly value your business and would like to make this right. Please contact us at support@lilysilk.zendesk.com, we will reply within 24 hours on our business days.
Best regards,
LILYSILK Customer Service
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Quality a little dubious
Pretty top but quality not as nice as I would have expected. The roll neck runs short and the material is very thin.
Took a while to arrive but packaging was nice. Given I’m in the UK and returns are difficult I doubt I’d buy from them again.
February 17, 2026
Unprompted review
Reply from LilySilk
Dear customer,
Thank you for taking the time to provide your feedback about your purchase from Lilysilk. We appreciate your honest feedback and sincerely apologize for any dissatisfaction you experienced with the top you received.
At LILYSILK, we use only premium materials and will not compromise with inferior-quality products, no matter what. We assure you that our products are made of 90% Silk + 10% Cashmere. We design our products with comfort and fit in mind, and we are sorry that the roll neck length and fabric thickness did not meet your expectations.
Regarding delivery, your package was dispatched on February 13 and delivered on February 18. Normally, customers in the UK receive their orders within 6–8 business days after shipping.
In addition, we provide a 14-day easy return and exchange policy if you are not completely satisfied with your purchase from LILYSILK. We truly put customer experience first and will continue to improve our products and services.
One of our customer service specialists will contact you shortly to confirm the details and do our utmost to help resolve this issue for you.
If you have any questions in the meantime, please contact us at support@lilysilk.zendesk.com. We will reply within 24 hours on business days.
Best regards,
LILYSILK Customer Service
Great Support
PayPal has been giving me problems with entering random addresses and shipping my orders to random places. I noticed that this happened again with my LilySilk order. Abby was very helpful in getting things corrected for me and even followed up. I consider that to be great customer support from Abby and LilySilk
February 7, 2026
Unprompted review
Cardigan Hestia
The cardigan is oversized so if one wants a normal shape, take a size down. By the way, the colour is not white but ecru. And you cannot wash the cardigan, only dry cleaning.
February 15, 2026
Unprompted review
I needed invoices for my orders of the…
I needed invoices for my orders of the last years. Apple - she works at the lilisilk Support- she answered me between Hours and sent me all of the invoices
Very Kind and good Support
Bianca Germany
February 14, 2026
Unprompted review
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LilySilk is my best choice
I am happy that I found this site! It is very good organization. Apart from elegant and high-quality clothes here, I had a fantastic experience with Abby's customer services who helped me step by step to enter the world of LilySilk. Now I could shop with great confidence, whenever I will have support and help even in cases where the size does not fit me, I can exchange it. And it's great that the tailor recommended my size! That's very helpful. Thank you very much Abby's customer services! LilySilk can be proud of such collaborators. I will definitely buy from here again! I highly recommend it to anyone who wants beautiful, high-quality things and high-quality service.
February 12, 2026
Unprompted review
I had an issue with my delivery
I had an issue with my delivery, but LilySilk customer service resolved it quickly and professionally.
Abby was very helpful and supportive, arranged a replacement shipment, and made sure the issue was resolved.
Thank you for the excellent support — I truly appreciate it.
The product quality is beautiful as always.
January 30, 2026
Unprompted review
Great customer service
Very responsive customer service. Support representative named Apple was very helpful in resolving an issue with my delayed order. Highly recommend. Thank you!
February 11, 2026
Unprompted review
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Connie was extremely helpful!!
Connie was extremely helpful and professional throughout my interactions and she went above and beyond by providing me fabulous customer service. Love the products I bought.
February 11, 2026
Unprompted review
Professional customer service:)
Quick, professional request solution - thank you Abby:)
January 23, 2026
Unprompted review
Ladysilk support from "Apple "'.
After I got information of the Dutch "sorteercentrum"that my Lilysilk shirt was scanned I did not get it.Not even in he next weeks.i wrote to "support Ladysilk . "I gave "Apple "the final information I knew. Thanks to her I got the choice between refrightening or getting E 111,-- back,I decided for the first possibility, that could last 10-12 days. It cam even sooner !!!!
January 22, 2026
Unprompted review
Great customer service
Totally shocked at the great customer service (CS)! Rarely seen these days! I had tried unsuccessfully to use a code to lower the price of my item. Your CS team jumped in and applied a code and I am to receive a bit of a refund. Every little bit helps these days, right?
Thank you so much!
February 10, 2026
Unprompted review
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I got this cashmere trousers a 3 months…
I got this cashmere trousers a 3 months ago, didn’t last long, holes start to appear between legs, I contacted the customer service, I after trying for several weeks to negotiate with them they gave me partial refund. Unfortunately they refused to exchange or full refund and now the trousers in the bin. I am not happy with the service, they should have full responsibility for the quality of their products .
December 25, 2025
Unprompted review
Reply from LilySilk
Dear customer，
Thank you for taking the time to share your feedback about your purchases from Lilysilk. At LILYSILK, we use only premium materials and will not compromise with inferior-quality products, no matter what.
We are sorry to know that the cashmere items you purchased didn’t meet your expectations. We strive to maintain high standards, and we apologize for any disappointment this may have caused.
If there's anything more we can do to assist you, or if you’d like to discuss this further, please don’t hesitate to reach out at support@lilysilk.zendesk.com. We’re committed to improving our processes to better serve you and all our customers in the future.
Best regards,
LILYSILK Customer Service
Great place to order
Great place to order, I had an issue with my account and Connie was dedicated to helping.
February 9, 2026
Unprompted review
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