Name: Lilac & Mila
Rating: 4.70

“I am still waiting for my parcel. It has been 3weeks. Not happy”

Posted 3 years ago

Hi Vera, Thanks for taking the time to leave your feedback. We are incredibly sorry to hear your parcel has not yet arrived with you. With the current COVID-19 lockdowns in Sydney as well as a long weekend in NSW some parcels are experiencing extended delays. We can see it has been 8 business days since you ordered your item, and it is due to arrive with you within the next 2-3 business days. This is certainly longer than our usual shipping times however we are in unusual circumstances. We want to do everything in our power to help turn this experience around for you xx I can't see that our customer service girls have been notified of this issue from you via our emails. We do request that customers do reach out to us directly with any queries or concerns. In the future we would like to ask you to please email us for any issues - it is so important to us that all our customers are looked after therefore it is crucial to notify us when an issue arises - as we cannot assist if we are unaware. Can you please let us know what you would like us to do to make this experience better for you from here? We are more than happy to help in any way we can now that we know of the issue. We hope to hear from you soon. Thanks a million. The Lilac and Mila Team!

Posted 3 years ago

“Bought and paid for dress and express shipping on 13/7 it’s now 1/8 still no dress no idea where it is just told to be patient now they won’t refund or resend my dress they are now ignoring me! I would NOT recommend this brand or business to anyone! Worst experience ever”

Helpful Report

Posted 3 years ago

Hi Alison, We're incredibly sorry to hear that you are not 100% satisfied with your recent experience with us. We are so sorry to hear that your item was delayed, we try our best to ensure this doesn't happen! We can see you ordered a Pre-Order item which was express shipped as soon as we received our stock. Unfortunately in this circumstance we experienced an issue with a new courier we were trialling, who we are no longer shipping with for this reason. We can see our girls pushed this issue with the couriers until your parcel arrived with you, and once again we are incredibly sorry for such a delay. This is something that was unfortunately out of our control, however we have resolved all the issues this recent experience has caused and as mentioned we won't be shipping with them in the future. We are now back to our super speedy delivery that our customers know and love! We hope we can turn this experience around for you soon. Love, The Lilac and Mila Girls xx

Posted 3 years ago

“I am still waiting for an answer in regards to the wrong size jeans being sent. I have sent 2 emails with order number with no response. I am wondering if I would get a faster response if I made my complaint public on social media?”

Helpful Report

Posted 4 years ago

Hi Lovely! Thanks so much for taking the time to leave your feedback. We can see from our email communication that your initial emails unfortunately didn't reach us - we were in contact with you as soon as we received your most recent email! As mentioned we are so sorry to hear that you have received the wrong size item, we try our best to ensure this doesn't happen! I can see that our customer service girls have been in communication and were able to resolve this issue for you promptly. Please let us know if there is anything else we can do to assist! Thanks a million. The Lilac and Mila Team Xx

Posted 4 years ago

“Not really impressed by this store. Ordered 20 Feb, package might arrive 11 March... No idea about the quality of the product until I receive it.”

Helpful Report

Posted 4 years ago

Hi Lovely! We can see that your order was an international parcel, which does take a little longer than domestic parcels, however a delay this long is very unusual! We're happy to see it has been delivered. I can't see that our customer service girls have been notified of this issue. It is so important to us that all our customers to love their purchases and receive them promptly, therefore it is crucial to notify us when an issue arises or if you have any concerns about the whereabouts of your parcel - as we cannot assist if we are unaware. Please don't hesitate to reach out to us if you have any further questions or issues that we can assist with! We hope we can turn your Lilac and Mila experience around. Love, the Lilac and Mila Girls xx

Posted 4 years ago

“The dress I ordered was a different colour on social media to the one I received. So disappointed. Your stock standard email reply was offensive. I would never purchase again with you.”

Helpful Report

Posted 4 years ago

Hi Lovely! As we said in our email, we are incredibly sorry to hear you are not 100% happy with your purchase. We have sold a lot of this particular dress and have not had any complaints about the colour. We do assure you that the items photographed come from the same stock that we send to our customers and we always try to accurately describe the items. We also do not sell any items that we do not deem to be of acceptable quality to be worn and are constantly monitoring the quality of the items we are sending. As per our Terms and Conditions, there are a number of factors that can affect the appearance of a colour - different lighting, monitors, screens etc, and we do our best to ensure our garments are shown as accurately as possible. We encourage our customers to reach out to us if they are ever unsure of anything and we pride ourselves on being very accommodating and helpful! We can see that we have organised a return for you via email, and hope we can turn your Lilac and Mila experience around xx

Posted 4 years ago

“Gorgeous clothes and fantastic customer service. Super quick delivery.”

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Posted 4 years ago

“I have emailed you twice and written a message and post on Facebook for a returns address and slip but have heard nothing! Very poor service.”

Helpful Report

Posted 4 years ago

Hi Karen, Thanks for your message. I'm incredibly sorry to hear that you haven't received a response to your query. Our team usually answers all support requests within 24 hours. Our Returns address is found under returns in the website, it is is : Unit 7 13b narabangway Belrose 2488 NSW. Could you please let us know which email this was written from - some emails do accidentally end up in our Junk folder - we'd love to get this fixed for you for future communications. We'd also love to issue you with compensation for the communication delay - as mentioned our team prides itself on being super fast so hearing this is certainly not something we like to hear! Thanks a million xx Lilac and Mila

Posted 4 years ago

“Hi sorry to say not great. I ordered 2 dressses. One was faulty and I received a refund. I received an email on 23/10/20 regarding the 2nd dress advising me it would be dispatched urgently. To date I have not received any notifications about this what so ever. I have emailed you but so far have not received a response. Is it possible to have a refund for this 2nd item.”

Helpful Report

Posted 4 years ago

Hi Lovely We're incredibly sorry to hear that you are not 100% satisfied with your recent experience. Our main priority here at Lilac and Mila is ensuring our customers walk away feeling happy and gorgeous in their new Lilac and Mila pieces! I've just checked on your account and can see that our customer service girls were in contact with you on Friday the 23rd and Monday 26th regarding your order, we do apologise if these emails ended up in your junk mail. I can see your second item has been delivered and your refund has been completed on the first item that was deemed faulty. Can you please let us know what you would like us to do to make this experience better for you from here? We are more than happy to help in any way we can now that we know of the issue. We hope to hear from you soon. Thanks a million. The Lilac and Mila Team! X

Posted 4 years ago

“I wasn't very impressed with the customer service. the dress advertised was a different colour to the one i received. It didnt even look like the same dress in the photo. Asked several friends and they agreed it looked nothing alike. Customer service told me that no one has ever said that to them but thats not the point. Very disapointed to have paid $93 for a dress that isnt what i wanted. Was told several times i couldnt get a refund and could get credit. Not impressed and won't be ever buying from them again.”

Helpful Report

Posted 4 years ago

Hi Lovely We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase or experience. As we mentioned we've sold lots of this dress in the past and haven't had any feedback on the inaccuracy of colour. We try to not edit photos and we shoot the same garments to prevent any confusion on items. This is great feedback however for us to include the background colour of the dress in the product descriptions - as I know colour interpretation can vary with people! During COVID we have extended our return policy to 60 days from the day of receiving your order and your store credit will never expire so it gives you all the time in the world to find a new must have wardrobe piece and with weekly new arrivals we don't think it would take long! Our girls in the office are always happy to send photos of the dress on and send through any measurements you may want. Can you please let us know what you would like us to do to make this experience better for you from here? We hope to hear from you soon. Thanks a million. The Lilac and Mila Team! X

Posted 4 years ago

“total disorganization. very slow shipping”

Helpful Report

Posted 4 years ago

Hi Lovely, We're incredibly sorry to hear that you were not 100% satisfied with your experience with Lilac and Mila. I can see that due to COVID we had significant delays in getting your order from Australia to you overseas in Italy. Australia Post tried their best but due to flights being cancelled our only option of getting your parcel to you via a sea shipment - we are so sorry that it took such a long time to get your order to you but I can see that we sent you out another package with DHL that arrived quickly so I hope this helped to turn this experience experience with Lilac and Mila! Going forward we are sending all international packages with DHL to ensure we won't have any of the delays that you have experienced previously. Can you please let us know what you would like us to do to make this experience better for you? We hope to hear from you soon. Thanks a million. The Lilac and Mila Team! X

Posted 4 years ago

“I didn't receive a part of my order and it took 3 attempts at them sending it before I finally got it. Didn't get the $15 voucher I was told would be sent either. I specifically chose this shop as it was a stockist for Jaase dresses. I will shop elsewhere next time.”

Helpful Report

Posted 4 years ago

Hi Lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent interaction with us here at Lilac and Mila. Your discount should be automatically applied to your cart when you use the check out for your next order as long as you're signed in to your account. If you want to send us through an email I can also send the voucher to you that way to make it easier ! Can you please let us know what you would like us to do to make this experience better for you? We hope to hear from you soon. Thanks a million, The Lilac and Mila Team! Xxx

Posted 4 years ago

“The fabric is nothing like the picture and was terrible quality,I was very disappointed and won’t buy again”

Helpful Report

Posted 4 years ago

Hi lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. I do assure you that the items photographed come from the same stock that we send to our customers and we always try to accurately describe the items. We also do not sell any items that we do not deem to be of acceptable quality to be worn and are constantly monitoring the quality of the items we are sending. In the future we would like to ask you to please email us for issues with garments - It is so important to us that all our customers to love their purchases therefore it is crucial to notify us when an issue arises - as we cannot assist if we are unaware of the issue. If you’re not satisfied with your purchase you can return it for a store credit or exchange, store credits never expire so you have plenty of time to find another must have item for your wardrobe! Can you please let us know what you would like us to do to make this experience better for you? We hope to hear from you soon. Thanks a million. The Lilac and Mila Team! xxx

Posted 4 years ago

“I don't like to support stores that don't give refunds.”

Helpful Report

Posted 4 years ago

Hi Michaela, Thank you so much for taking the time to leave us feedback. We're sorry to hear that you didn't have a positive shopping experience with us. As stated in our store policy, we currently only offer free returns for store credit, but this store credit never expires and you are welcome to purchase an alternate product. We also allow returns on items purchased on sale/ with a discount. We will take your feedback on and pass it along to our Senior Management team so we can make the Lilac and Mila shopping experience even better :)

Posted 4 years ago

“I have not yet received my orders. I understand situation but still many days have lapsed Regards”

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Posted 5 years ago

Hi lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. From what I can see your order was placed just under two weeks ago ~ it has been shipped to Madrid the day after it was placed for you. As per our website please allow 3 weeks shipping times overseas to Spain during Covid as we are based in Australia. From what I can see your order shouldn't be far off! :) x In the future we would like to ask you to please email us for issues with garments - it is so important to us that all our customers to love their purchases therefore it is crucial to notify us when an issue arises - as we cannot assist if we are unaware of the issue. Can you please let us know what you would like us to do to make this experience better for you? We hope to hear from you soon. Thanks a million. The Lilac and Mila Team! Xxx

Posted 5 years ago

“Sadly not a good experience and not fun as I'm stuck with items that are not suitable. The Peppa top was way too roomy and I don't want to exchange for a smaller size as that would be too big as well. The Peppa print dress is lovely but unfortuately doesnt look right on me. I would like a refund which I'm entitled to as per ACCC legislation. I don't want the discount code as I won't be purchasing anything else on your site.”

Helpful Report

Posted 5 years ago

Hi lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. You are more than welcome to return these for a store credit/ exchange as mentioned by Our returns Policy which has been written in accordance to ACCC requirements. You can access your Free Return label found under the ' Start a Return ' Tab on our website. In the future we would like to ask you to please email us for issues with garments - it is so important to us that all our customers to love their purchases therefore it is crucial to notify us when an issue arises - as we cannot assist if we are unaware of the issue. The Review Platform response time is a little slower and we like to personalize our service via email to best help. :) Can you please let us know what you would like us to do to make this experience better for you? We hope to hear from you soon. Thanks a million. The Lilac and Mila Team! Xxx

Posted 5 years ago

“Very very unsatisfactory. Emailed your team as soon as I received my order as it was too big and requested to see if there is a smaller size. Did not receive any reply and have not heard from anyone in your team for over a week now. I’ve always shopped online with other brand and stores with no problems and great customer service and rapport. This is the first time an online store/shop/company have disregard their customers and haven’t bothered to respond back to emails. Very bad.”

Helpful Report

Posted 5 years ago

Hi lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. I have looked in our inbox and junk folder and cannot seem to find your email - which we sincerely apoligise for. Customer service is our main priority and we aim to answer all our emails within 24 hours. You can of course return these items to us - we want our customers to love all their new items so we usually honour returns on all items purchased - we can have a free return label sent to you which is all prepaid. If you have any concerns and email isn't popping through - please don't hesitate to message us on Live chat, Facebook or Instagram - one of our lovely girls will be more than happy to assist! Can you please let us know what you would like us to do to make this experience better for you? We hope to hear from you soon. Thanks a million. The Lilac and Mila Team! Xxx

Posted 5 years ago

“Poor design, unable to wear purchase as the shoulders are about two inches from where my actual shoulders sit.”

Helpful Report

Posted 5 years ago

Hi lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. I have looked in our files and can see that you have made a purchase with us in August - we haven't received this type of feedback on this item however we will pass this on to our supplier brand Jaase as we value your feedback immensely. In the future we would like to ask you to please email us for issues with garments - it is so important to us that all our customers to love their purchases therefore it is crucial to notify us when an issue arises - as we cannot assist if we are unaware of the issue. As mentioned we want you to love all your Lilac and Mila purchases we would love to give you the option to return the unsuitable items with our Free return label which we can have sent to you! :) If you have any concerns regarding the quality of a garment in the future please don't hesitate to email us at hello@lilacandmila.com as we mentioned we want you to love all your purchases so please reach out next time. Can you please let us know what you would like us to do to make this experience better for you? We hope to hear from you soon. Thanks a million. The Lilac and Mila Team! Xxx

Posted 5 years ago

“Horrible quality”

Helpful Report

Posted 5 years ago

Hi lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. I have looked in our files and can see that you have made 3 different purchases recently - could you please let us know which item didn't meet your expectations as we would like to pass on to our supplier brand Jaase as we value your feedback immensely. In the future we would like to ask you to please email us for issues with garments - it is so important to us that all our customers to love their purchases therefore it is crucial to notify us when an issue arises - as we cannot assist if we are unaware of the issue. As mentioned we want you to love all your Lilac and Mila purchases we would love to give you the option to return the unsuitable items with our Free return label which we can have sent to you! :) If you have any concerns regarding the quality of a garment in the future please don't hesitate to email us at hello@lilacandmila.com as we mentioned we want you to love all your purchases so please reach out next time. Can you please let us know what you would like us to do to make this experience better for you? We hope to hear from you soon. Thanks a million. The Lilac and Mila Team! Xxx

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Easy

Lilac & Mila Reviews