Customer feedback indicates Lily & Roo frequently resolves problems quickly: reviewers cite fast replacements, pre-paid repair labels and same-or-next-day corrections. Many customers praise the jewellery’s finish and personalised options, and staff are often described as helpful. However, a minority report product breakages, incorrect engraving, missed expedited deliveries and charges for unsuitable returns. Prospective buyers should check delivery guarantees and return costs, and ask about repair or warranty options when ordering personalised or delicate items.
Examples from available reviews (May 2022 – Feb 2026).
Paid extra for prompt delivery but gift did not arrive on time.
“very little communication from them.”
Pearl necklace snapped and was returned and repaired quickly.
“was sent a pre paid label to return for repair.”
Wrong engraving corrected quickly; replacement sent next day.
“sorted out within hours”
Item was too small and customer discouraged by paid returns policy.
“‘not suitable’ returns are not free returns.”
Most reviewers report helpful, proactive customer service, with fast problem resolution such as replacements, exchanges and repairs.
A small number of reviewers raise concerns about paid-for delivery failing or returns costs, which discouraged subsequent purchases.
Ordering and delivery are often described as smooth and quick, and staff assist with online ordering; isolated delivery failures occurred.
Many customers praise jewellery finish and personalised options; several reports note breakages, wrong engraving or flimsy chains needing repair.
Reviewers frequently highlight prompt, clear email responses and regular updates; only a few reviews mention poor or absent communication.
Most reviewers recommend Lily & Roo, citing quality and attentive service; a minority report delivery or returns problems that affected their experience.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 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 jewellery retailer specialising in pearl and personalised pieces. People researching the brand typically look for information on product quality, customer service and delivery/returns performance. This summary compiles customer feedback on those topics to help shoppers evaluate Lily & Roo before buying.