LilySilk Avis 22 590

Réponse de LilySilk

22 oct. 2025

Dear customer，
Thank you for taking the time to provide your feedback about your recent purchase from Lilysilk. We hear you – black is a fantastic and versatile color! While black is a classic and popular choice that we offer across many of our products, it is not available for every specific item. The final color selection for each design is carefully chosen based on factors like material properties and the overall design vision. In the meantime, we hope you find a perfect match among the current colors. Thank you for your understanding.

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 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 value your feedback and appreciate your understanding.
Best regards,
LILYSILK Customer Service

Réponse de LilySilk

12 oct. 2025

Dear Customer,

We are deeply sorry that you had such a disappointing experience and that misunderstandings arose regarding your order.

After carefully reviewing the details of your order, we would like to clarify the situation transparently: Initially, your parcel was returned by the delivery service due to "The recipient has refused to accept the parcel" (this has been confirmed in our records with the carrier). As soon as we were notified of this delivery failure, you provided us with a new address for re-delivery. We immediately passed this information to the delivery service to arrange for the parcel to be re-shipped to the new address. Unfortunately, the re-delivery failed again, this time due to "incorrect address details" (information also communicated by the carrier).

We fully understand your frustration at not receiving your order two months, and we want to confirm that a full refund for your order has been processed and sent to your payment method—you should receive the funds within your bank or payment platform’s usual processing timeframe.

We deeply regret that these delivery issues disrupted your experience and that you got the impression we were unwilling to issue a refund; this was never our intention.

If you encounter any delays or issues with the refund, please do not hesitate to contact us directly via support@lilysilk.zendesk.com, and we will work to resolve the matter as quickly as possible.

Once again, we apologize for the inconvenience caused. We hope to have the opportunity to show you that we can deliver quality service in the future, if you are willing to give us a second chance.

Best regards,
LILYSILK Customer Service

Réponse de LilySilk

11 oct. 2025

Dear customer，
Thank you for taking the time to share your experience about your recent purchases from Lilysilk. We apologize for the inconvenience you've encountered with our return policy.
We value your feedback as we strive to make returns as easy as possible, and we will continuously improve our return processes. We offer a membership program that provides additional benefits, including free returns. For more information about the free return conditions, please check our page:https://www.lilysilk.com/fr/page/retour-et-echange?cs=footer3-4&cn=20210115

Thank you for bringing this matter to our attention. If you have any further questions or concerns, 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.

Réponse de LilySilk

5 oct. 2025

Dear Customer,

Thank you for sharing your experience with us. We are sorry to hear that you encountered difficulties with our products. Your feedback is invaluable to us, and we take these concerns seriously.

Regarding the color fading after washing you experienced with the silk shirt , silk is a kind of protein fiber that is afraid of high temperature, so it cannot be fixed at high temperature during dyeing. Therefore, compared with other materials, the color fastness of silk is not high. Dark products may fade slightly in the first wash, this is the nature of the material itself and is a normal phenomenon.
Please be assured that at LILYSILK, we only use high-quality materials and will not compromise with inferior products under any circumstances.

We have tried to locate your order and check your refund status 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.

If you need additional assistance, please feel free to contact us at support@lilysilk.zendesk.com.
Best regards,
LILYSILK Customer Service

Réponse de LilySilk

26 sept. 2025

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 the skirt. This is a common occurrence due to the garment being tightly folded during transit. To restore its smooth appearance, we recommend using a garment steamer or ironing it on a low-heat setting.

We have a 14-day return window from the delivery date. And the return or exchange is easy to go with. Your satisfaction is our priority, and we’d love the chance to improve your experience with us. So you can contact us at support@lilysilk.zendesk.com. We appreciate your patience and understanding.
Best regards,
LILYSILK Customer Service

Réponse de LilySilk

22 août 2025

Dear customer，
Thank you for taking the time to provide your feedback about your purchases from Lilysilk. We appreciate your feedback and apologize for any dissatisfaction you experienced with the dress you purchased.
At LILYSILK, we use only premium materials and will not compromise with inferior-quality products, no matter what. Most of our products are made of grade 6A mulberry silk, and most of them have OEKO certification. We assure you that our products are made using high-quality silk, and we apologize if the fabric did not meet your expectations.

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 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 value your feedback and appreciate your understanding.
Best regards,
LILYSILK Customer Service

Réponse de LilySilk

Actualisé le 26 mai 2025

Dear customer,
Thank you for taking the time to share your experience about your order from Lilysilk. We're sorry to know the sweater shrinks after the first wash. We apologize for any inconvenience this may have caused.
Upon review of your order, your sweaters were purchased on June 15, 2024. Please understand that delicate care is required for cashmere products. Our products are designed for durability and long-term use, but the actual lifespan can vary based on factors such as frequency of use, care instructions, and individual usage conditions. We encourage customers to follow the recommended care guidelines to maximize their lifespan.
We take quality very seriously and are always striving to improve. Your feedback is invaluable to us, We will report this matter to our production department to continue making improvements. Thanks for your kind understanding!