factory.lilysilk.com Reviews
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4.1 / 5
Average user rating
22469
Total reviews
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factory.lilysilk.com Reviews
Read real experiences from customers of factory.lilysilk.com.
Brands may not incentivize or pay to hide reviews.
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Brandon Bandstra
February 24, 2026
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!
Brianna Kennedy
February 24, 2026
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.
MC
February 24, 2026
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.
Emily Morris
February 23, 2026
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.
Liliane Bernardes
February 20, 2026
I I loved my set
I I loved my set. Perfect! Excellent quality!
Ersi
February 20, 2026
Can't refund. No one helps.
Bought a 'Short Zip-Up Wool Cashmere Hoodie'. Although ordering the smallest size (XS), the fit was very loose. And for a Wool and Cashmere knit, plus the price of over 100 quid, it does not provide the level of warmth and quality I expected. Tried to initiate a return online, but the website does not allow me to. Emailed the customer service three times and received NO response. (though when i previously cancelled the order, the customer service responded promptly and assisted me to re-place the order).It has been a disappointing experience.
Sheena
February 20, 2026
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.
Miss Bucks
February 19, 2026
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.
WIO
February 19, 2026
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
Inga
February 15, 2026
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.
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