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
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 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.