Customers often describe quick, practical aftercare from the support team, with replacements and exchanges completed within days or even hours. Staff are repeatedly praised for being helpful and finding solutions. Product views are mixed: many reviewers like the jewellery’s design and finish, while others report chain breakages and other durability issues. Communication also varies, with clear, prompt emails alongside delivery problems and unwanted marketing contact.
Examples from available reviews (May 2022 – Mar 2026).
Issue resolved within an hour and replacement arrived next day.
“the issue was resolved with in 1 hour”
Received silver instead of paid gold-plated ring and got no response.
“I realised I’d been sent the same ring as ordered but in silver.”
Necklace broke twice and reviewer considers it poor quality for price.
“it has broken twice”
Gorgeous engraved necklace with fast delivery and excellent communication.
“Absolutely gorgeous, brilliant communication on the update of my order”
Many reviews mention issues being put right quickly, with replacements or repairs sent without long waits. Several customers name specific staff members who handled problems fast. A small number of reviewers question having to pay return costs when an item is simply “not suitable”.
Reviews differ on value. Some customers feel the price matches the design and finish. Others say reduced refund amounts or paid return postage lowered the value they felt they received.
Many customers report clear order updates, careful packaging and fast delivery. Several describe easy exchanges and helpful return instructions by email. A minority ran into courier issues and never received their parcel.
Many reviews praise the jewellery’s look, finish and overall quality. Other accounts point to delicate chains and repeated breakages on some pieces. Praise for quality and reports of durability problems both show up repeatedly across different items.
Several reviews highlight quick, polite replies by email and phone, including support for older customers. Others report no reply when the wrong item arrived and ongoing marketing messages after opting out. A few cases also mention delivery-tracking disputes that were not resolved.
Many customers describe a good shopping experience, helped by responsive support and well-presented products. Some low ratings focus on durability problems and communication lapses that reduced satisfaction. Overall, reviews point to strong aftercare and appealing products, alongside noticeable inconsistency in durability and post-purchase communication.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Broken clasp replaced promptly thanks to helpful customer service.
“it was sorted within a few days”
Support recommended a stronger chain and replaced item beyond expectations.
“went above and beyond and couldn't have done more.”
Broke earrings were replaced quickly; process was seamless.
“the customer service team got a replacement pair sent out asap”
Order issue resolved with replacement dispatched within 24 hours.
“a replacement item was dispatched with a tracking number available.”
Delivery efficient but returns and refunds did not provide full value.
“did not receive full value of item paid excluding tax & postal costs.”
Received silver instead of paid gold-plated ring and got no response.
“I realised I’d been sent the same ring as ordered but in silver.”
Breanna provided quick resolution to the issue experienced.
“Great customer service from Breanna”
Necklace broke twice and reviewer considers it poor quality for price.
“it has broken twice”
Initial communication failures but employee Breanna resolved issues promptly.
“an employee called Breanna from the “jewellery team” reached out promptly and very quickly resolved all the ongoing issues.”
Wrong-size chain exchanged promptly with great communication and packaging.
“they happily exchanged it for the correct size.”
Efficient exchange process impressed the customer.
“it was so efficient it took me by surprise.”
Issue resolved within an hour and replacement arrived next day.
“the issue was resolved with in 1 hour”
Broken necklace replaced promptly with helpful communication.
“It was replaced without an hesitation and communication was prompt and helpful.”
Returning customer; issue resolved with replacement within days.
“it was resolved and replaced within days.”
Lost diamond replaced free of charge; excellent aftercare.
“Lily and Roo replaced this free of charge”
Broke necklace replaced promptly after providing damage photos.
“they would get a new necklace sent in replacement, no quibbles at all.”
Gorgeous engraved necklace with fast delivery and excellent communication.
“Absolutely gorgeous, brilliant communication on the update of my order”
Received repeated marketing texts despite opting out and confirmations.
“Continues to send me marketing after I’ve opted out multiple times”
Courier shows parcel delivered but customer does not have it; responses unhelpful.
“apparently the GPS shows it was delivered but how as I don’t have the package.”
Regular buyer impressed by product choice, quality, and style.
“very happy with the quality and style of products I have brought”
Faulty necklace replaced quickly with excellent customer service.
“Excellent service.”
Paid extra for prompt delivery but gift did not arrive on time.
“very little communication from them.”
High-quality jewellery and consistently excellent customer service.
“Really beautiful, high quality jewellery.”
Company replaced lost initial and provided exceptional customer service.
“Their jewellery is beautiful but their customer service goes above & beyond.”
Ordered a wedding necklace that fitted perfectly and arrived quickly.
“it was beautiful and fitted perfectly with her dress.”
Chain was flimsy, broke multiple times despite repairs.
“It broke as it was very flimsy”
Wrong engraving corrected quickly; replacement sent next day.
“sorted out within hours”
Staff helped an elderly customer complete her order; pleased with jewellery.
“they went to considerable trouble in contacting me and helping me complete the order.”
Pearl necklace snapped and was returned and repaired quickly.
“was sent a pre paid label to return for repair.”
Reviewer states the shop sells great items.
“Great items”
Postal fault resolved with replacement sent in time for wedding.
“sent me a replacement in time for the wedding.”
Customer service efficiently corrected a wrong delivery address.
“the email customer service was very efficient and polite”
Company exchanged bracelet for custom size with very helpful staff.
“Breanna who was super helpful and kind!”
Company provided prompt, clear email instructions for a return exchange.
“very prompt email responses, outlining a clear process for the return/exchange.”
Reviewer is very happy with products and exceptional customer service.
“Absolutely incredible customer service and products.”
Family repeatedly purchased; products stunning and service exceptional.
“Their products are stunning and their customer service is like no other.”
Responsive company delivered well-packaged jewellery of great quality.
“Loved my jewelry, it was delivered with care. Great quality!”
Item was too small and customer discouraged by paid returns policy.
“‘not suitable’ returns are not free returns.”
High quality jewellery and fast, attentive customer service.
“such fine, high quality jewellery and amazing customer service.”
Replacement necklace sent quickly after helpful customer support.
“Exceptional customer service.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Lily & Roo is a UK jewellery brand selling necklaces, rings, bracelets and earrings through its online store and retail outlets. Its website provides product details, photos and sizing information to help customers choose. Orders ship via courier services, with online purchasing available in the UK and internationally. The site also offers customer service contact options plus advice on product care and handling.