Lilyandroo Reviews 1.201

I had an issue with one of the small pearl stud earrings and I can’t praise Olivia enough for her fast response and solution.
I have purchased quite a few items from them before and never had an issue and will certainly keep doing so as they have dealt with this fantastically - thanks

Brilliant customer service. Breanna was fantastic, although my initial order was sent incorrect, I couldn’t have asked for a better resolution. She ensured the correct earrings arrived on time for my mams 60th birthday. Thank you very much. Recommend this company. Lovely earrings

I have order multiple items from Lily & Roo and love every piece! Unfortunately my necklace chain broke, but they were so helpful at getting it replaced. Nothing was a bother. I will continue to be a customer and share with others.

I feel that the. Products that are shown are not the same when you buy them.

I cannot recommend Lily and Roo highly enough. Their jewellery is of exceptional quality, and as someone who works within the jewellery industry, I have high standards when it comes to craftsmanship, customer care, and after-sales support.

From my experience, Lily and Roo consistently deliver on all fronts. Their repair process is excellent, with clear communication throughout, ensuring customers are kept fully informed and updated every step of the way. Their customer service team is professional, responsive, and genuinely committed to providing a positive experience.

It's refreshing to see a company that places such a strong emphasis on both product quality and customer satisfaction. I will be confidently recommending Lily and Roo to consumers looking for beautiful, high-quality jewellery backed by outstanding service. I would not hesitate to shop with them again in the future.

Very poor customer service and quality. Order was shipped to the USA. When earrings were tried on, one of the pearls FELL OUT of the mount. But the return window is calculated by the order date, not when the item is actually received. Buyer definitely beware!

I was initially a little disappointed with my Lily and Roo order, but after voicing my disappointment the team contacted me and resolved the situation immediately. I am very happy and I wouldn’t hesitate to shop with them again. Thank you.

Update 5/20/26- The company reached out about this and refunded us the difference for the necklace. This was a pleasant surprise as I wasn’t expecting this. I appreciate the quick and professional customer service. I’ve been wearing my necklace everyday since I got it and am loving it!

My husband purchased a cross necklace from Lilly and Roo for my Mother's Day gift. While it was in transit, my husband noticed the necklace went on sale from $388 to $310. He emailed them and asked if they would honor the sale price since he had just purchased it and they said no. We were both surprised by this response since the company has good reviews and this seemed like a pretty straightforward transaction.

Once my necklace arrived, I was happy with the appearance, but the chain was in a significant knot and so tangled that it took me an hour to undo. I had high expectations given the previous reviews of the company and the price of the item. I would not purchase from them again due to both of these issues.

I have bought several items from Lily & Roo over the years, they have always been gorgeous and I always get comments when wearing. However, I am writing this review (which I don't usually do) as I recently had an issue with an item I had purchased for my friend's birthday. I have to say I loved this company before but now I think they are exceptional. They dealt with my issue with both ease and amazing speed, their customer service was beyond anything I had experienced before. Big thanks

Absolutely love this company and their jewellery and have used many time. Great customer service and warranty HOWEVER their necklaces are too dainty and just break. I’ve had one necklace replaced twice, and they don’t even last a year despite paying for a higher quality gold piece. My wedding necklace has also broken. Paying more doesn’t always mean better quality :(

Really disappointed - they put my address incorrectly on the packaging label (even though I had written it right) so a £100 pair of earrings went to the wrong address. Did manage to get them back but there are four different flats in the building they sent it to so could easily have been stolen and I had to pester to get them back. Got an incredibly lackluster apology note from Lily and Roo when I flagged with them.

I was gifted a beautiful gold necklace for my birthday with my son’s initial which was so sentimental and special to me. The necklace unfortunately broke after 4 months. I reached out to Lily & roo with the original order details from my friend. Olivia in the customer service team was sooo helpful. She dealt with the issue promptly and arranged for the necklace to be sent back with pre paid postage and a new necklace was dispatched the following day! Absolutely overwhelmed with the level of customer service. Would highly recommend! Thank you so much Olivia!

Stunning jewellery, fast delivery, thin chain and real gold. Lovely packaging and well wrapped in the post. Highly recommend this company

Customer service is A1 special shoutout to Breanna who rectified an issue with my order very promptly and without issue. I would be sure to use the site again. Nice to get to talk to a human and not an A1 Robot!

I am absolutely over the moon with the necklace I purchased from LILY&ROO. It is for my future wife to wear on our wedding day, and it is even more stunning in person than I imagined. I can’t wait to see her face when she opens it! The quality and craftsmanship are top-notch. Truly a special piece for a special day. Thank you so much for helping make our big day even more memorable!

I had really great customer service with Lilyandroo. I emailed about a broken ring, and they responded really quickly and were extremely helpful, very kindly sending a replacement even though it was past the warranty.

When my daughter’s necklace accidentally got broken the team kindly sent a label for us to return it and they repaired and returned it within a few days, it looks like brand new. What a great company and team that emailed me with regular updates. Would use again and my daughter loves her white gold chain with pearls.

Fantastic customer service Royal Mail failed to deliver and they really quickly sent me a replacement. Thank you! Lovely quality and I am really pleased with my purchase

Really speedy response, item sent back the next day, keep up to date with progress, fantastic customer service !

Very beautiful, elegant jewellery - and really nice customer service. They completely turned the experience around for me and I am very grateful.

I would definitely come back to shop at Lily and Roo!