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
I recently had the pleasure of experiencing Lily & Roo, and I must say, it was a delightful experience. Their stunning pearl jewellery is nothing short of magnificent. The pearls are perfectly round with an exceptional lustre that makes them shine beautifully.
What struck me most were their personalised necklaces. They have a wide range of fonts to choose from, and you can add up to ten characters on each necklace - perfect for adding those little special touches.
Their pavé set bracelets, rings and earrings are top-notch quality too. The tiny pave stones shone like diamonds under the store's lights - just breathtaking!
The staff at Lily & Roo were friendly and knowledgeable about all their products without being pushy or overwhelming.
Overall, my experience at Lily & Roo was wonderful; I highly recommend this boutique for anyone searching for the perfect pearl gift or personal treat!
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.