Lilah & Mae London 

Total scam. Operating via the Netherlands-this is not a uk company. Items are unbranded and of terrible quality coming from a factory in china. This company is pretending to be uk based and items can be seen advertised on Facebook via various false companies at completely different prices. Customer services (assume operating from a different country and through a completely unrelated company )wouldn’t even give me a name of who i spoke to as it was against their policies ! and there was no manger to speak to, don’t waste your time or money, the jacket I bought was only fit for setting on fire 😂 the bin bags I use have more strength to them

Do not buy from this company. Con . Took ages to arrive and totaly rubbish on arrival . Sent back to adress on the parcel . Bought through pay pal still waiting for a refund . Was offered 10 per cent off the product . They informed me that they have not received the return item . I then sent a photo of the original receipt from the post office . Still waiting ???

Avoid disappointment and wasting your money. Their name suggests they are a London based business, however the jacket I ordered shipped from China (and took 4 weeks to arrive). Sadly, it was nothing like the jacket pictured in their advertising; incredibly cheap looking, huge in it's sizing and I can't imagine for a second it would be waterproof as it was meant to be. They say they offer free returns but, upon reading the small print their returns policy means paying for the customs charges and international shipping costs (back to China I assume) making the return not worth the effort which is clearly their business model.

When I contacted them to complain that the jacket they sent bore little resemblance to the image on their website I was told the can't promise a 'perfect' match (hardly, it wasn't even the same colour or design) and discouraged to return the product in the 'interests of the environment' and reducing unnecessary carbon footprint (with an offer to refund 10% of the product price if I didn't returning it) Ridiculous to be making clothes destined for landfill, whilst pretending to be concerned about the planet. I pushed them for a greater % refund and left it at that.

Save yourself the trouble and heartache.

This company falsely advertise as a UK company with quality items. In reality the products are poor quality and not worth a fraction of what they charge.

When I asked to return I was told there distributions was in China and it was not possible to return and instead I was offered a partial refund to keep the goods or the option to pay a bit more and get more items delivered. Had to press to confirm I did want to return and I was given an address for China, however I was told that the refund would only be forthcoming once the item had been inspected and put back into stock. In the end I cut my losses and accepted a partial refund as I suspected that the item may be ‘lost’ and I was receive no refund and I would end up paying more to cover postage to China.

Do not buy from this company. They are not as advertised and the merchandise is cheap and ill fitting.

Sadly it looks like Wang Maoqin are the company behind this and they operate similar businesses online for various products/scams.

I give 2 stars because I believe the website is deliberately misleading - stating it is a London based family business, and only making it clear to customers that the return address is based in China when they request a full refund, based in China because they are mindful of their carbon footprint...however, making the cost of return more than the original item!

Their first response to let me keep the item and give me 10% money back was firmly rejected. I countered over a number of emails and was eventually offered a replacement jacket at no cost, and no need to return the original item which was far too small, and as others have described not the greatest quality.

They get the 2nd star for sending me another, which will probably be OK in the Summer, but definitely not as a "waterproof jacket" as described, I really didn't expect it to arrive, so there is that.

Persevere (not that you should have to) if you feel that you have been duped too.

I also noted that on their website it states they have a Trustpilot score of 4.5/5 when in reality, it is less than 2! (screenshotted for proof)

Very bad quality Chinese made.

Wish I hadn’t wasted my money.

Primark do better quality

Total scam Chinese company. The website is completely misleading, not based in London, not even the U.K.

Bought a jacket, it was meant to have arrived in less than a week, was even given a Royal Mail tracking number. After contacting the company several times getting extremely vague answers, they finally sent me the international tracking number which showed it was coming from China. I tried to cancel the order at this point but they said no.

The jacket is the most cheap bit of fabric, terrible quality, nothing like the photo. The zip feels like very flimsy and the fit is awful.

I contacted the company and requested a refund. They’ve got no problem offering a full refund, but the catch is you have to pay to return it to China. And they prefer to ‘avoid returns due to ecological reasons’ so offered a 10% refund and to keep the item. After much back and forth, they finally agreed to a 45% refund. The jacket will be going to a charity shop, but I think the bin would be best actually.

Wish I read the reviews first
Item was very thin
Didn't fit either
THEY DONT ACCEPT RETURNS
as no uk depot
Will give to charity shop waste of £40!!!

Totally scammed by this company, it is not a London company as advertised it is a Chinese company. The quality of the product is cheap and nasty nowhere near the cost that was paid and nothing like the advertised product, absolutely awful. DO Not USE this company. How do they get away with this rubbish m!

I strongly advise avoiding this company. I ordered two pairs of boots (£140) from Lilah Mae London, thinking it was a UK-based brand. The boots I received looked nothing like the photos on their website — cheap, poor quality, and completely different in style.

When I complained, customer service admitted the items were not as expected, but refused to resolve the issue properly. They gave me two unfair options:
• Keep the wrong items and only get a 35% refund, or
• Pay for expensive tracked shipping back to China (not London, despite their branding) to get a refund.

After researching, I found many other customers on Trustpilot with the same experience. It appears to be a pattern: advertise stylish products, send poor-quality substitutes, then make returns so costly and complicated that most people give up.

This feels misleading and dishonest. Please be careful before ordering — don’t be fooled by the “London” name.

I’d put zero stars if I could. Service is not as you’d expect and you have to return to China, at your own expense. The jackets are the lightest, most terribly made items. Not worth a penny. Do not use these people.

DO NOT BUY from this company it's a Chinese scam company. Very poor quality product which is falsely adverted I wish I read the reviews first. DO NOT BUY. Items shipped from China and they make returns difficult and claim they offset carbon footprint by planting trees..nonsense! I'm pursuing a full refund via PayPal. They even use a false photo to promote the website it's stolen from another store in Australia which is probably one of their other fake sites

Do not touch this company with a barge pole! I ordered two coats believing this was a UK based company. It’s bullshit. The cheap tat that came from China is shocking. It’s a U.K. size 8 at a push and is advertised as XL. I’m so upset I’ve been scammed by yet another Chinese company. Surely there must be regulations to stop this from happening time and time again. The advert show two women stood outside a London store with a 30 day money back guarantee offered. When you ask to return the goods they say you can keep the items, they’ll refund 10% and plant a tree. I’m disgusted companies can get away with this

I strongly believe this company is misleading customers. They appear to use photos taken from other websites to advertise their products, but what they deliver is completely different. I ordered a pair of boots, and what I received looked nothing like the item shown online. The prices are high, yet the quality is extremely poor.

Unfortunately managed to be scammed by this company who are not as advertised! Item took a long time to arrive, terrible quality, thin, cheap and when requested to return got offered a 10% refund to keep it. I’m still waiting on my request for a full refund as stated on their website! The website states 30 money back guarantee but their email says 14 days! Would not recommend!

The item took ages to arrive, tracking information was incorrect and the item is appalling quality. The company are not who they appear to be. This is not a London based small business it is a Chinese company selling tat. The return fees are also extortionate. Do not go near this company or similar.

Please do not buy anything it’s cheap, crap rubbish. I bought a so called water proof jacket. It’s arrived after numerous emails from the company saying it was on its way (3/4weeks) and let me tell you it’s the cheapest thinnest badly sewn together jacket I’ve even seen. I paid £40 and that was allegedly half price. I’d say it’s worth a fiver. It’s actually laughable, this company markets its website well but if their jacket is anything to go by all their clothes will be rubbish. Avoid, and save your money

Ordered a jacket directly from their website. Took an incredibly long time to be delivered then when the item arrived it was nothing like what was pictured. Paper thin fabric, no quilting between the layers like the item pictures in the site portrayed. Requested a return address and received the following reply;
"Thank you for your email, and I’m sorry to hear that your order wasn’t quite what you expected.

Exchanges and returns are, of course, possible within 14 days of receiving your item(s). Please note that, as stated on our website, we do not offer free returns. We also do not have a warehouse in the UK or Europe – only our central warehouse in China. We value our eco process, which is why we’ve chosen one centralised logistics point close to our factory.

If returning isn’t an option for you, we also offer this alternative: since we prefer to avoid returns due to ecological reasons (CO2 emissions), you can simply keep your item(s). (For every three orders, we plant a tree worldwide.)

We can then credit you 10% of your total order value back to your payment method (PayPal, Klarna, or credit card). You’re welcome to keep the item, or pass it on to friends or family.

I hope this can be a good solution for you, Joanna"

I've just lost the will to even bother with responding to the nonsense reply and hope they enjoy the money as much as I enjoy the jacket.

SCAM!!!!
DO NOT TRUST THIS COMPANY
China based, not London. Can’t get a refund as you have to return to China. Awful quality.
So disappointed that I fell for this. Just have to accept I’ve lost the money.

I ordered a jacket on the 21st September. After receiving several emails saying that the jacket was due for delivery and in transit last night I got an email to say that the delivery had failed! Even though I was home. The email said I had to contact the carrier which I did with the number they had given…….guess what!
The number isn’t recognised.
I wonder, does anyone from Lilah Mae read these reviews…..