Lulú atelier · www.atelierl.es Reviews 39

The shoes are exquisite and match the velvet ribbon perfectly. Shipping was a little bit slow, but was happy to wait for my custom pair. I am sure I will order more in the future!

I have never had to leave a bad review so I am extremely sad to share negative feelings about my experience with Silvia Lago. I am so disappointed in the lack of customer care and communication offered by this company. I should have read these reviews before ordering, so I am leaving mine as a warning to those that plan to order their wedding shoes via Silvia Lago. They are utterly beautiful shoes as shown online, but I am beginning to wonder if they actually exist. The delivery times when I ordered stated 6-8 weeks. It is now 13 weeks later and my emails and messages purely asking for delivery updates have been continually ignored. Such a shame, if this is a true functioning company, as I am left wondering whether my dream wedding shoes (that have been paid for in full) will ever exist. I truly would not mind waiting 13 weeks if I had just been heard and responded to by someone in their marketing or customer care team. Please be careful spending money on this website as I’m feeling very uncertain whether this is an honest, functioning company.

I ordered a pair of shoes back in June. Now it's been more than 9 weeks but have not received an update since, even though I have emailed and whatsapp them.

I have emailed today again letting them know my wedding date which is next month and ask them to either refund or let me know when the delivery will happen because I don't want to end up scrambling to find an alternative pair of wedding shoes.

I really hope they can ship in time as they are beautiful shoes, but the lack of communication and the inability to keep to their ETA adds anxiety to already stressful wedding planning.

I will have to wait and see if I will get a response or I will have to request a chargeback from my credit card.... :(

Update:
I received a response shortly after this review and received my shoes a week after. Unfortunately, the white bows on the shoes arrived with yellow stains... I was refunded promptly after I raised this issue with pictures as evidence. I was promised an alternative but have not heard back since. I now have to find an alternative pair for my wedding ASAP.

Like others here, I am leaving a review to warn others to stay away. I ordered my shoes on May 25th and have not had a single update since. I’ve emailed twice and reached out on instagram to no avail. I am torn between waiting it out a little longer and just filing a dispute with my credit card company on principle. I don’t think there is another shoe out there like the one I’ve ordered and I’m feeling so distraught at how poorly this company operates. I can’t imagine things will improve after all the press they got from that duchess wearing their shoes and now launching their new bridal line. I hope others will be extremely cautious when considering placing an order. This has been by far the most stressful part of planning my wedding and it simply shouldn’t be that way. I will update my review if I receive any communication about my order but at this point, I’m not hopeful….

Update: 9/4/24 I received a response from Silvia apologizing for the delay. She said they my color velvet was back ordered and they had a summer warehouse break that delayed the order. She offered a full refund and said my shoes would ship within one week. I am understanding of delays and honestly, if communication had been up front I don’t think I would have even said anything. I will update when/if a refund appears and when the shoes ship.

Update 5/16/2025: It has taken me awhile to get back to this because I was too angry and upset to even think about the shoes. I did end up receiving a refund for the shoes I ordered. However, I did not receive a refund for the matching bow that I ordered under a different order from the shoes. After about 4 weeks (from September), and 5 months after initially placing the order, with no new information I was fed up. I filed a claim with my credit card company for the bow only (since I already received a refund from Silvia for my shoes) which AGAIN was on a separate order entirely from the shoes. The NEXT morning, Silvia emailed me asking why I filed a claim and that she had already sent my order to the warehouse. Keep in mind it had been about 4 weeks and she told me that my shoes would ship within one week so she was already 3 weeks behind (and over 3.5 MONTHS late from what is advertised on her website). I stated that I did not receive a refund for the bow and that once I got shipping confirmation I would happily contact my bank and reinstate the payment for the bow. Silvia, however, decided retaliation was the best method. She completely ghosted me and canceled both the shoe and bow order. It is now 22 days ahead of my wedding and I obviously never received either item. I believe it would have been well within her right to cancel the bow order because of my credit card claim. However, she should have held her word with the shoes and continued the order since she delivered the refund and had already stated that the delay was her fault and that she chose to carry forward. This is the worst experience I have had with a retail shop in my entire lifetime. The fact that she is still in business is beyond me. All the reviews on her website are cherry-picked and no doubt a complete sham that do not reflect the true running of the business. I've never been more upset, angry, sad, or stressed by a SHOPPING encounter in my life. This is an absolutely pathetic company run by people who have absolutely no work ethic, sense of honor, or respect for their so called customers.

Was assured before I placed the order that the shoes would arrive in time for my event (my wedding!). Nothing has arrived yet and I have tried several times to email and message the company with no response at all. Have had to raise a dispute with my credit card company to have my money returned.

I have never left a negative review before but the communication from this company or customer service does not exist.

I actually came here to this website to see if I was scammed as I am in disbelief in regards to how bad it is.

I ordered swatches and in stock shoes (as they should have been shipped immediately according to their website) to see shoe shape/fit before ordering a custom pair.

I wish I came here first and I would have avoided the site and purchase.

Numerous emails sent querying my order/dispatch date and how I can cancel it and get a refund with no response at all.
Therefore, numerous messages sent on their website chat and via Instagram with one reply stating the shoes order would be dispatched on Monday.. another two weeks later with zero response and the order has still not been processed or dispatched.

Based on my experience I would say stay away from this company unfortunately.. unless you have weeks-months to wait on a response or delivery.

Terrible communication and customer service. I have waited over 11 weeks for my order and have still received no update. I have contacted the company numerous times through website, email and Instagram. It’s unacceptable as I have paid in full for my order in April and have receive nothing by July.
No interaction or explanation. Really disappointing . I have never left a negative review for a product or service before.

I ordered and paid for a pair of shoes for my wedding (20.4.24, 375€). Unfortunately I saw too late that the delivery time was up to 6-8 weeks and I needed them earlier. So I contacted Silvia to cancel the order (28/04). She replied that the shoes would be delivered earlier (29.04). I agreed (30.04).
25.05. I wrote another email asking if the shoes were on their way, otherwise please cancel. No reply.
01.06. I wrote an email, please cancel the order and refund the money. No reply.
06.07. I wrote a mail, please refund the amount etc. No reply.
11.07. I wrote via Silvia Lago's website - please refund etc.
13.07. I wrote via Instagram and a Trustpilot review.
14.07. Silvia replied to the email on her website and refunded me the 375 EUR.

In the end I got my money back. But along the way I thought the company was a scam and that I had lost my money.

I had searched for reviews of Silvia lago beforehand, they were all raving about it. I placed my order and after a week I read the reviews again and saw almost only negative comments about long delivery time and poor customer service. I did see in every review that the shoes arrived but only after week 10 to week 12. I waited patiently. At the end of week 10 I started contacting first I got an immediate reply on instagram and was told the shoes would be shipped early the following week this was not the case. After much messaging I received mail that my shoes were shipped, the day after I was able to receive them in week 12. I orderd 15th of april en got them the first of july. They are so worth it, I am so in love with them. Out of the whole wedding I found finding my shoes the hardest part and these are everything I wanted. I had chosen a model and adjusted the color and height and they are exactly how I requested. They are so comfortable. I don't mind long waits for quality products at all, I think had they communicated better about the delivery time I wouldn't have bothered them at all and just waited for my order. In short if you are in doubt and have been looking for the perfect pair for a long time and you have the time to wait for it, just do it!

Customer Service is non-existent. I placed an order just for some colour swatches on the 14th June and cannot get a response to my multiple emails or Instagram messages. Glad I only ordered swatches rather than paying hundreds on a pair of shoes!

I ordered the Valentina 8 Pearl shoe in the Parisian blue velvet material. I emailed Lago Atelier for advice on sizing about another style of shoe and they recommended adding a strap for all-day comfort as these are my wedding shoes.

I ordered my shoes on March 4th 2024, and received them on May 16th. This is over 10 weeks delivery time when the website states 6-8 weeks. I emailed the company for an update with no reply. I was getting nervous. I messaged the company on Instagram and they assured me my order would be with me in 1-2 days. The shoes came 4 days later.

The shoes are beautiful, really well made and so far, very comfortable. The packaging is also lovely. A good experience all round once you receive your order.

Luckily I had ordered the shoes early so I could try them out / break them in before the wedding, but had I not ordered in March I could see this being an extremely stressful situation.

If you are ordering these for a specific event I would order 3 months in advance minimum to ensure you get your order on time.

Overall, communication can be hit or miss with this company, but if you are prepared early and order in plenty of time, the shoes are worth it.

Mixed Review; Beautiful Shoes, but extremely long delivery time.

I ordered these shoes back at the very beginning of March, and they only arrived yesterday - so well over the 6-8 week timeframe stated when I bought them.

However, the shoes are absolutley beautiful and are perfect! They are so well made, comfortable, and just gorgeous!

Silvia was very helpful answeing my questions via Whatsapp (after my emails went unanswered for a week or so), and whilst it was very frustrating to have to wait so long (and involved pushing back a dress fitting), she tried her best to keep me updated on the timeframe in the last couple of weeks, and the shoes were posted when she said they were.

The shoes are so beautiful - just make sure you have a good few months to avoid any last-minute stress!

PS - prepare yourself for the additional £60 import tax if you are having them delivered to the UK!

This is a hard review to leave and grade correctly.
My shoes have finally arrived after about 12 weeks. This has been stressful and there was for ages no response at all from the company when I followed this up and asked about deliver dates etc.
The customer service is not that of a company commanding this price and trying to place themselves as a high end retailer however their product is absolutely beautiful if you do ever get it. The shoes are stunning and boxed beautifully and everything I was dreaming of.

I have updated my review from a 1 star to 4 star. I recieved the shoes and they are absolutely stunning, no complaints what so ever about the product, they are perfect for my wedding day and have luckily arrived in time. Unfortunately it seemed that there was a delay in their factory and I think it would have been really helpful as a customer to have been informed of this which would have saved a lot of worry. Due to this they also refunded the shoe cost which I am very grateful for. I would recommend the shoes but just be mindful they may take longer then the stated timing.

I can't begin to tell you the heartache this company has caused me - I purchased shoes from here for my wedding back in Feb. Well over the 8 week window they say is the max for delivery time. Nothing has been sent regarding the shoes or delivery - nothing.
I have emailed over 5x seperate times from seperate email accounts.
I have called many times never getting a response or a call back to voicemails.
I have Instagram dm'ed.
I have tried their support site chat feature stating this is urgent and NEVER ONCE gotten a reply or acknowledgement.
I have my feelings this company is either liquidizing or a scam because I've never in my life experienced worse service.
My wedding is next week and still nothing - that will be 10 weeks since ordering.
DO NOT use this company.

I have been waiting for my shoes since January - do not waste your time or money and look elsewhere! I have had to order new wedding shoes as no one responded to emails or DMs until it was too late and I had missed two fittings. Still waiting for a response re. refund.

Ordered a pair of shoes from Silvia Lago, 10 weeks ago. i asked for an update on my order which they replied once and said that the were due for dispatch at the end of the week. roll on 2 weeks and they have ignored mutiple emails and messages through their online systerm. despite me even begging them to reply. I have paid the best part of £500 for these shoes and they cannot even reply to my email. whats makes it worse is that these are my wedding shoes and im getting married in 10 days time.