Lilah & Mae London 

I strongly advise avoiding this company. I ordered two pairs of boots (£140) from Lilah Mae London, thinking it was a UK-based brand. The boots I received looked nothing like the photos on their website — cheap, poor quality, and completely different in style.

When I complained, customer service admitted the items were not as expected, but refused to resolve the issue properly. They gave me two unfair options:
• Keep the wrong items and only get a 35% refund, or
• Pay for expensive tracked shipping back to China (not London, despite their branding) to get a refund.

After researching, I found many other customers on Trustpilot with the same experience. It appears to be a pattern: advertise stylish products, send poor-quality substitutes, then make returns so costly and complicated that most people give up.

This feels misleading and dishonest. Please be careful before ordering — don’t be fooled by the “London” name.

I’d put zero stars if I could. Service is not as you’d expect and you have to return to China, at your own expense. The jackets are the lightest, most terribly made items. Not worth a penny. Do not use these people.

DO NOT BUY from this company it's a Chinese scam company. Very poor quality product which is falsely adverted I wish I read the reviews first. DO NOT BUY. Items shipped from China and they make returns difficult and claim they offset carbon footprint by planting trees..nonsense! I'm pursuing a full refund via PayPal. They even use a false photo to promote the website it's stolen from another store in Australia which is probably one of their other fake sites

Do not touch this company with a barge pole! I ordered two coats believing this was a UK based company. It’s bullshit. The cheap tat that came from China is shocking. It’s a U.K. size 8 at a push and is advertised as XL. I’m so upset I’ve been scammed by yet another Chinese company. Surely there must be regulations to stop this from happening time and time again. The advert show two women stood outside a London store with a 30 day money back guarantee offered. When you ask to return the goods they say you can keep the items, they’ll refund 10% and plant a tree. I’m disgusted companies can get away with this

I strongly believe this company is misleading customers. They appear to use photos taken from other websites to advertise their products, but what they deliver is completely different. I ordered a pair of boots, and what I received looked nothing like the item shown online. The prices are high, yet the quality is extremely poor.

Unfortunately managed to be scammed by this company who are not as advertised! Item took a long time to arrive, terrible quality, thin, cheap and when requested to return got offered a 10% refund to keep it. I’m still waiting on my request for a full refund as stated on their website! The website states 30 money back guarantee but their email says 14 days! Would not recommend!

The item took ages to arrive, tracking information was incorrect and the item is appalling quality. The company are not who they appear to be. This is not a London based small business it is a Chinese company selling tat. The return fees are also extortionate. Do not go near this company or similar.

Please do not buy anything it’s cheap, crap rubbish. I bought a so called water proof jacket. It’s arrived after numerous emails from the company saying it was on its way (3/4weeks) and let me tell you it’s the cheapest thinnest badly sewn together jacket I’ve even seen. I paid £40 and that was allegedly half price. I’d say it’s worth a fiver. It’s actually laughable, this company markets its website well but if their jacket is anything to go by all their clothes will be rubbish. Avoid, and save your money

Ordered a jacket directly from their website. Took an incredibly long time to be delivered then when the item arrived it was nothing like what was pictured. Paper thin fabric, no quilting between the layers like the item pictures in the site portrayed. Requested a return address and received the following reply;
"Thank you for your email, and I’m sorry to hear that your order wasn’t quite what you expected.

Exchanges and returns are, of course, possible within 14 days of receiving your item(s). Please note that, as stated on our website, we do not offer free returns. We also do not have a warehouse in the UK or Europe – only our central warehouse in China. We value our eco process, which is why we’ve chosen one centralised logistics point close to our factory.

If returning isn’t an option for you, we also offer this alternative: since we prefer to avoid returns due to ecological reasons (CO2 emissions), you can simply keep your item(s). (For every three orders, we plant a tree worldwide.)

We can then credit you 10% of your total order value back to your payment method (PayPal, Klarna, or credit card). You’re welcome to keep the item, or pass it on to friends or family.

I hope this can be a good solution for you, Joanna"

I've just lost the will to even bother with responding to the nonsense reply and hope they enjoy the money as much as I enjoy the jacket.

SCAM!!!!
DO NOT TRUST THIS COMPANY
China based, not London. Can’t get a refund as you have to return to China. Awful quality.
So disappointed that I fell for this. Just have to accept I’ve lost the money.

I ordered a jacket on the 21st September. After receiving several emails saying that the jacket was due for delivery and in transit last night I got an email to say that the delivery had failed! Even though I was home. The email said I had to contact the carrier which I did with the number they had given…….guess what!
The number isn’t recognised.
I wonder, does anyone from Lilah Mae read these reviews…..

Avoid.
Ordered a jacket. Took 4 weeks to arrive. Absolute rubbish! Do not buy from here. Would have been easier to accept if it were She*n or T*mu.
Jacket resembles the worse GCSE textiles project, from a child who has no eyes or hands.
Don't try getting a refund, it's impossible. They hide behind their eco promise to reduce air miles, despite happily sending it over! You have to pay return and customs costs.
They'll offer you 10% and suggest you give it to a friend. Let me tell you, you'd be extremely unpopular if this was gifted to anyone.
Website is completely misleading. Don't get roped in.
Please. Do. Not. Use.

DO NOT Buy from here!!!
£40 for a jacket that took 3 weeks to arrive and AWFUL quality! Definitely not from a boutique shop in London. I would not spend £4 on this piece of clothing let alone £40. Avoid at all costs

Avoid at all costs. Ordered the MARIETTA jacket that is being advertised on FB in lots of colours, it took 3 weeks to arrive, ordered 22.9.25 - arrived 7.20.25. It is SHOCKING quality. Zip broken. No labels. To return it they said I must post it back to CHINA at my cost. They confirm there is no London shop/office. AVOID AVOID AVOID. I wouldn’t pay £3.95 for the coat never mind the £39.95 they want. This is a scam business. They also said I could keep the coat and they’d refund 10% onto my card. Jokers. Believe the bad reviews. I am now having to do a charge back on my credit card to get my money back. 7.10.25

The Elsbeth jumper is my current favourite for layering. Warm enough on its own, thin enough to tuck under a coat, and it doesn’t stretch out of shape.

SCAM! DO NOT PURCHASE - I must have been having a bad day and fell for this from a Facebook advert (never again!) This company are falsely advertising themselves as a small London boutique, but this is completely untrue and clothing is shipped from China. I have been waiting over 3 weeks for delivery, the order confirmation said 'premier delivery' within 3-7 days. Keep getting holding emails saying that the item is on it's way, I have a Royal Mail tracking number, but they are still awaiting receipt of the item. I have written a scathing email and asked for a refund, but I am not holding my breath and TBH I am over it, and have chalked it up to experience. I don't expect to receive the jacket or the refund, and if the jacket is eventually received, from previous reviews it will probably be 3 sizes too small and complete garbage. They should be removed from Facebook and shop.

This is a Chinese company selling low quality goods. No uk or Europe returns and had to chase for address. Originally was offered 10% refund and the planting of 3 trees for a £45 coat!!!! Do not purchase from this company

Scam website which should be avoided. The crap about being in London since 2000 is a complete lie. Wish I’d listened to my gut.
The products are worse than cheap. Refund if you send back to china at your own expense etc etc. hopefully I can claim back against my credit card

My mother ordered a coat for each of us. Wrong size delivered. It says British based. But the items were made in China and returns have to be made at your own expense to China. If I could give ZERO stars I would. I will be reporting false advertising.

took ages to arrive and poor quality and sizing ridiculously small . DO NOT BUYFROM HERE !! SCAM!! it says London company but just cheap Chinese crap !!