Many reviewers mention late or missing deliveries and little to no tracking detail. Several say their bags arrived damaged or made incorrectly. Others praise named support agents for quick replacements and faster re-sent orders. A smaller group highlights good leather quality and careful packaging.
Examples from available reviews (Nov 2021 – Feb 2026).
Over 14 weeks delay for a bespoke bag with poor communication and no refund.
“It’s now been over 14 weeks, and I still haven’t received my bag or a refund.”
High-quality products and fast, helpful customer service replacement.
“Lucy sorted me a free replacement within days.”
Received used or defective customised bag with stains and loose beads.
“I found stain on the inside pocket and a coin inside!!!”
Personalised gift arrived on time and recipient loved it.
“it came when it said it was going to, no delays and completely stress free.”
Several top-rated reviews name specific agents and describe quick fixes. Customers mention free replacements, faster fulfilment, and occasional complimentary items. These positive service notes show up most in service-tagged reviews.
Only a few reviews talk directly about price. Some question the cost for what they felt the materials were, while others say the leather and workmanship make the price feel fair.
Many reviews describe long waits, orders marked as dispatched that never arrived, and failed redeliveries. Several customers say these delivery issues disrupted events and holidays and created time-pressure problems.
Many low-rated reviews cite defects such as stains, loose beads, broken straps, and signs the item had been used before. Separate high-rated reviews describe well-made leather, tidy packaging, and materials that met expectations in other purchases.
Reviewers repeatedly mention emails going unanswered, vague responses, and missing shipping details. A smaller group also describes staff replies as confusing or unclear.
Reviews split between orders that customer service actively put right and orders that stayed unresolved because of delivery or communication failures. Customers often link the final outcome to whether support stepped in successfully.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (38) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Bag smaller than expected, strap broke quickly, and offered inadequate remedy.
“shoulder strap broke on the second day.”
Bag smaller than expected, strap broke quickly, and offered inadequate remedy.
“shoulder strap broke on the second day.”
No shipping info and unresponsive customer service after multiple contact attempts.
“I have not received any shipping info after 2 weeks”
No shipping info and unresponsive customer service after multiple contact attempts.
“I have not received any shipping info after 2 weeks”
Order marked dispatched but never arrived and customer service failed to respond.
“no bag delivery, no tracking updates, nothing!”
Order marked dispatched but never arrived and customer service failed to respond.
“no bag delivery, no tracking updates, nothing!”
High-quality products and fast, helpful customer service replacement.
“Lucy sorted me a free replacement within days.”
High-quality products and fast, helpful customer service replacement.
“Lucy sorted me a free replacement within days.”
Received used or defective customised bag with stains and loose beads.
“I found stain on the inside pocket and a coin inside!!!”
Received used or defective customised bag with stains and loose beads.
“I found stain on the inside pocket and a coin inside!!!”
Order not received after months and customer service provided no resolution.
“I have asked for a refund but it was rejected because it is under process,”
Order not received after months and customer service provided no resolution.
“I have asked for a refund but it was rejected because it is under process,”
Ordered over eight weeks ago with no shipping notification or company response.
“I have ordered something over 8 weeks ago and have sent multiple emails with no response”
Ordered over eight weeks ago with no shipping notification or company response.
“I have ordered something over 8 weeks ago and have sent multiple emails with no response”
Incorrect personalised bags and failed redelivery ruined a wedding moment.
“Both bags were made incorrectly”
Incorrect personalised bags and failed redelivery ruined a wedding moment.
“Both bags were made incorrectly”
Over 14 weeks delay for a bespoke bag with poor communication and no refund.
“It’s now been over 14 weeks, and I still haven’t received my bag or a refund.”
Over 14 weeks delay for a bespoke bag with poor communication and no refund.
“It’s now been over 14 weeks, and I still haven’t received my bag or a refund.”
Personalised gift arrived on time and recipient loved it.
“it came when it said it was going to, no delays and completely stress free.”
Reviewer complains about unclear replies and confusion over 'Lin'.
“What on earth are you replying to? Who’s is Lin? Ridiculous”
Three months of delays, vague replies, and no refund after paying.
“worst shopping experience for a bag I’ve ever had!!”
Reviewer praises handbag quality and fast delivery.
“Really beautiful handbags, amazing quality and fast delivery”
Item didn't arrive and refund promised but not received.
“no refund, multiple emails sent and ignored.”
Helpful customer service expedited my quality leather vanity case order.
“customer service very helpful and expedited my order.”
Ordered beaded totes for bridesmaids and they were loved.
“I love them and so do my girls, would 100% recommend.”
Delayed Hettie but helpful customer service and a complimentary gift.
“They even offered me a free gift for the delay, which came with my order”
Delivery delayed from one week to over a month; unsure about cancellation.
“Still waiting for my delivery which I wanted for my holiday”
Website didn't disclose long lead times; order won't arrive for holiday.
“It's only after you have paid that you receive notification that these are a matter of weeks rather than the 2-4 business days which comes up for shipping at checkout.”
Never received paid order after two months and received no refund.
“never received it and have asked for my money back but have received no answers..”
Customer service unresponsive and delivery times changed after purchase.
“Only after I paid did it say 2 weeks.”
Customer service handled manufacturer delay excellently; reviewer will reorder.
“Jenna’s customer service was the best,I will definitely order from here again”
Customer service promptly replaced a defective handbag free of charge.
“offered to send me another bag (the same one) free of charge.”
Four-month shipment delay, poor returns handling, and refund still pending.
“It's been 5 months of terrible shopping experience.”
High price for mediocre quality and very long wait times.
“High price for mediocre quality.”
Ordered expensive tote with no updates and unresolved refund attempts.
“I have emailed and called this vendor several times.”
Delivery slower than stated; totes are mediocre quality with cheap hardware.
“the item are nice I ordered two totes but they not brilliant quality”
Order made Dec 31 and never received; initiated PayPal refund.
“31.12.2024 made order. And never received.”
Two items received after seven weeks; one item missing without communication.
“1 item still missing and no communication.”
Love everything about Lily and Bean!! It was my first time purchasing from them, and I was blown away at how fast I received my leather clutch (in navy blue). I’m always hesitant with ordering product across the country because I’m not sure how it’ll hold up by the time it gets to me but the packaging was first class as well without any damage. The quality and craftsmanship is pretty nice and the color is exactly as I ordered. They truly care about the customers satisfaction and image of their brand! Very happy with the service and product. I’ll definitely be a returning customer!!!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Lily and Bean is an online store selling women’s handbags and accessories. The lineup usually includes clutches, tote-style bags, and structured leather accessories. Product pages give materials, dimensions, and care tips so shoppers can compare items. Customers order through the website and use the listed support channels for after-sale questions.