Lillyandlula Anmeldelser 

Bought some wine glasses for a Christmas gift. They arrived weeks later broken. I emailed the seller to complain (as this is the only way to contact them) and received a prompt email asking for photos and a video. I sent this straight away and have not heard back from them since, despite repeated emails.
It’s too late for a replacement and need a refund.
I wish I had seen the reviews before ordering!

I bought candle stick holders, for 57 .
euro.
They arrived in a small box from China.
The candle sticks had to be assembled, not a bother, but they were so light weight, you couldn't possibly put candles in them, as they would topple over.
They were so cheap, honestly I was shocked at the quality.
On their website they talk about quality and craftsmanship, this is totally false and a complete scam.
I had wanted to avoid Temu, but I think this company is just a cover and worse.
Avoid at all costs

Wish I had read these reviews before making the purchase. Dropshipping from China, poor quality. Pretty website though so easy to fall for it. Shipping takes weeks and arrives directly from China in poor packaging. Returned the £850 order and they kept £92 due to shipping and restocking fee. I am out money because I fell for this. Do not make the same mistake and avoid

Responding to the reply from the company below, I have revisited our correspondence and counted your replies, it appears you count some of your automated email responses from the inbox as a ‘reply’. I believe this is misleading and gives a false impression of a responsive customer service team. Most of the messages I received from your team (after multiple silences) is when I was contacted to ask to remove my negative review.

***UPDATE JANUARY 2ND***

After months of no lights appearing (I first placed the order on 17th October) and poor communication, customer services confirmed that my order had been lost and I was issued a refund. This caused delays and inconvenience to my building project. I was contacted by customer services and asked to remove this review. I will not be ordering from Lilly & Lula again.

***UPDATE DECEMBER 6TH***

Order placed on October 17th, still no sign. Still abysmal communication from customer services. I am genuinely at a loss over what to do. I have paid this company a huge amount of money and have no idea what is going on. I feel pretty concerned. And still minimal comms.

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I placed an order for lights on 17th October, there was no indication as to the ridiculously long shipping times, they have still not arrived.

I contacted customer services who told me they would arrive by November 14th. They did not. I reached out again and they stopped replying. I reached out on their Instagram, they did not reply.

The delay is holding up a building project and I have no idea what is going on.

This is the first review I have ever placed on Trustpilot and I’m doing it because (a) I really need these lights (b) I think this might be the worst experience of customer care I’ve had.

Please Lilly & Lula, update me as to whether there are any lights on their way. Thanks.

BUYER BEWARE!
I share the experience of other customers who have left reviews. I ordered a rug from this company and it was more like a throw. The quality was beyond appaling. I paid €161.95 for the "rug" which was without exception the most overpriced purchase I have ever made. THE RUG IS NOTHING LIKE THE PHOTO ON THE WEBSITE. False advertising! I did not look at the refund policy for international purchases prior to buying the product. ALL INTERNATIONAL SALES ARE FINAL. THIS COMPANY DO NOT ACCEPT RETURNS OR ISSUE REFUNDS FOR PURCHASES OUTSIDE THE UK. I am surprised that this is legal!

I ordered 3 Rugs from this company. When the arrived they were not rugs, but more like throws. Items are not as they look in the picture or as described. Terrible customer service too, refusing to accept a return and refund.

DO NOT ORDER from this company. I ordered a throw with matching cushions, and after weeks of waiting, what I can only describe as a furry duvet set arrived from China and the colours of the pillow didn’t even match the ‘throw’. I requested a refund and didn’t get the returns label. When I queried when I would expect to receive the QR code, I was advised that it had been sent and that I was outwith the 7 days return policy and the refund would not be honoured. It was in my junk mail. I explained the situation and that the product does not match the description of what I ordered and still received the same response. I never complain and always feel some people exaggerate when leaving bad reviews, but I had to leave one this time as I paid a lot of money for something I now can’t use. I have subsequently ordered cushions from Temu for £11 and they are of a better quality and a closer match than what I received from Lilly and Lula who were charging £70 for the same product. There was no paper return slip in the package, just a sticky label showing it came from China. Please don’t make the same mistake as me. I bought from them in good faith but the item descriptions on the website don’t match what I received which was misleading.

I ordered a rug from Lilly & Lula, spent £60, and was really looking forward to it arriving after a difficult period in my life. What I received was not the shade I expected, and when I politely requested an exchange — even offering to cover the postage myself — I was met with a rigid, copy-and-paste response quoting a return clause that doesn’t even match what’s written on their own website.

Their site clearly mentions an “exchange process,” yet customer service denied that any exchanges are possible, hiding behind vague and inconsistent wording. It’s a frustrating experience that feels deliberately unhelpful and dismissive.

I gave them ample time and every opportunity to resolve the issue, but no resolution was offered. The website wording remains misleading, and the tone of communication has been cold and unaccommodating. It’s a shame — a small business could have easily turned this into a positive experience, but instead chose to lose a customer over basic decency and clarity.

I only checked their Trustpilot after the fact and saw their 3-star rating. I wish I had looked sooner — I never would have bought from them had I known. I’ll be informing Trading Standards about the misleading policy, but I’m posting this so others can avoid the same mistake.

If you do decide to purchase, be absolutely certain of what you’re getting — or be willing to risk your money on a product from a company whose policies are vague at best. Personally, I’d recommend sticking with reputable, well-known retailers who actually honour their policies and treat customers fairly.

Main takeaway: Avoid and save your money. It’s not worth the headache. Stick with reputable retailers who honour their policies and actually value their customers.

Ordered the chunky knitted wool blanket throw at £128. After using a couple of times this started to shed everywhere leaving bits of fluff all over my clothes and room. The throw that was delivered looks NOTHING like the photo so don’t be fooled. The picture they use must be a completely different item as the throw I received had large gaps in between and looks cheap and tacky
I emailed to request a full refund and was told I should have reported within 48 hours. How ridiculous. I was also told the throw was decorative only and shouldn’t be used!! Even though the pictures on the website show it being used as a blanket.
Do not order from this site!!! Cheap, tacky and rude staff

I purchased the 'luxurious' cotton bath mat in sage green to add a bit of colour to my newly remodeled bathroom. Judging from the photos on their website, my hopes were high & it seemed like this bath mat would be perfect to compliment my new bathroom. It came..... 3 weeks later..... Way too long for delivery guys, come on! I opened the parcel to find Chinese factory stickers all over the packaging... RED FLAG!! I then took a look at my new luxurious bath mat, there was nothing 'Luxurious' about it. It resembled a pishy dish towel and looked nothing like what was pictured on their website. Con artists. DO NOT BUY.

UPDATE FOLLOWING LILLY AND LULA RESPONSE:

L&L said that the issues with the bag were reported without clear evidence to determine whether the stains occurred during transit or after delivery. How am I meant to prove this other than send pictures of how I received the bag?

I also requested to return all items after the replacement bag was received. I understand you saying this was outside the 15 day window but it was NOT outside the 15 day window from when I received the replacement hold-all bag. Therefore; at a minimum I should be entitled to return the hold-all bag.

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I recently purchased the bear baby baby nappy changing bag, the matching nappy bag and the matching toiletry bag.
After receiving the items the large nappy changing bag had orange marks on the side of it. I emailed Lilly&Lula to ask for a replacement. It took days to hear back from them and a total of 18 days to receive the replacement after first communicating with them.

Once I received the replacement bag it was nothing like the pictures or description online. It didn’t have the external branding/label sewn on the side of the bag as shown in the pictures online and it was certainly not made of cotton.

3 days after receiving the replacement bag I submitted a return request for all of the items. I cited the fact that it’s not as shown online and I bought all 3 as a matching set. Since the large bag was unsuitable it was pointless me keeping the other items.

My return request was denied as they claimed I was outside my 15 day return window. I explained, on email as they have no phone number, that I waited for a replacement bag and I only received this 3 days ago. The company have now gone silent and not responded to me on the matter.

Delivery was slow.

I was not happy with the product quality so requested return. Return labels were emailed to me but these did not open correctly.

I emailed to let them know there was an error 5 days later and was told I was now too late to return the items.

The return policy is overly restrictive compared to most other retailers and I found their attitude to be rigid and unhelpful.

Really pleased with the quality of the tablecloth. Looks great and just as the picture. Lovely material and no flaws.

So pretty and practical for new granddaughter. Very well received by new mum as no need to constantly go up and downstairs to change with the caddy. And not forgetting just how pretty the print is.

Shipping took around 2 weeks, which I was aware of as I had ordered a large item, but when my chandelier arrived it was absolutely worth it. It makes such a statement in our hallway and I’ve had LOADS of compliments from friends and family already. Great quality and feels really premium. I’d recommend for anyone looking for something special.

Sadly I have been left frustrated with the quality of a premium priced blanket which is not fit for purpose (leaves fluff all over sofa). The returns link did not work and once this was rectified I was outside of the 15 day returns policy. No response as to my request to exchange product. Expensive mistake on my part.

The item has NEVER BEEN USED and was opened only to view product, it remains in packaging as not fit for purpose. AT NO POINT IN ANY COMMUNICATION I HAVE STATED THE PRODUCT WAS USED (if only it was then I wouldn't be writing this!)The reason for my delay in response was because the email was found in my junk folder. A shame an exchange cannot be made for a product that it not useable, this should not be sold as it does not match website description, if the product was fit for purpose, agree a refund not possible, but feel an exception should be made when goods are not able to be used (this is false advertising).

The product description is 'merino-wool-blend-blanket-throw-8-colours' so others don't make the same mistake I did.

I ordered a set of glass pendant lights for our kitchen island. They arrived securely packaged and look even more beautiful in person. Communication from the team was great. Thanks so much

This company has a beautiful website and photos but they drop ship products direct from China. My products arrived separately in the original Chinese packaging direct from manufacturer Guang Zhou Ai Li Shi Clothing Co Ltd. Which is fine but they should be transparent. I expected from their website to receive the items beautifully packaged with branded tissue paper etc, not vacuum packed from China.

Edit in response to the company response: I am unable to attach a screenshot but my order number is #LL74139 placed on 27/06/2025. I bought the Soft Ruffled Pure Linen Cushion & Pillowcase Covers - 11 Colours - Pink / Square (50*50cm) X 1, Kids Tulle Bed Canopy with Star Decoration - White, Beige, Pink, Grey, Blue & Purple - Beige X 2, Children's Natural Rattan Wall Hook Organiser - 3 & 5 Hooks - 5 hooks 58*8*20cm - Beige X 2

I don’t usually leave reviews but had to!! My experience with this company was fantastic. I ordered a set of 6 wine glasses, and unfortunately, one arrived damaged. I reached out to customer service and was met with the loveliest, most helpful response. A few days later, not only did my replacement arrive, but they actually sent two glasses along with a kind note apologising for the issue. Such a thoughtful gesture! I’ve already placed a second order and will definitely keep coming back.

I bought some long stem rad wine glasses which are super cool however I put some ice in them to cool the glasses the first one broke when the ice was in the glass the second one broke when ice was put in that one not good enough the