Name: Lilac & Mila
Rating: 4.70

“Take forever to get back to you.”

Helpful Report

Posted 1 year ago

“Slow and non responsive after sales service....very disappointing and I still haven't received a reply.”

Helpful Report

Posted 1 year ago

“Received a faulty dress and contact with this company is ridiculous so still haven’t sorted refund”

Helpful Report

Posted 2 years ago

Hi Ambre, We apologise for the negative experience you have had with us! We have sent you an email regarding this issue, we apologise, there was some confusion with the outcome you were after regarding your faulty item. We have now sent you a refund for the faulty item you recieved. Once again we sincerely apologise about this! Lilac and Mila xx

Posted 2 years ago

“I have been waiting an extended delay time for my delivery that still has not arrived :(”

Helpful Report

Posted 2 years ago

“The order has not yet arrived???”

Helpful Report

Posted 2 years ago

“Garment sizing on website incorrect. Paid postage to return only to receive a credit when not my fault. Not happy”

Helpful Report

Posted 2 years ago

“I haven't received dress. It was meant to be here on Wednesday 21st December. Hopefully here this week as it's a Christmas Present.”

Helpful Report

Posted 2 years ago

“This parcel only had to come from 1 1/2 hours drive away. It is now day 10 and no sign of the parcel. This is supposed to be my Christmas outfit, do you think it will be here by then? Fingers crossed 🤞🏻”

Helpful Report

Posted 2 years ago

“I've not received my package yet, it's stuck in Sydney.”

Helpful Report

Posted 2 years ago

“Your website information on return policies is misleading”

Helpful Report

Posted 2 years ago

“I bought a couple of things and every time I have retuned and I have used my store credit I have had $10 taken off me which I think is so unfair I have now lost $20 and would just like a refund which i should be entitled to as the garments were either too bud, too small or the colour wasn’t what was in the photo. I am extremely disappointed and fear my store credit will be eaten up in fees!”

Helpful Report

Posted 2 years ago

“The top I bought was easily my new favourite however after following the washing instructions it went from too big to w uncomfortably tight. I spoke to the online chat and basically got a response that said “not our problem”. There was definitely no care or concern as shown by other companies. My sister, knowing how much I had instantly loved the top, was nice enough to gift me another one - again instantly in love. And again, after one hand wash the item had shrunk from loose and perfect to uncomfortably tight. We’ve now wasted $120 on a top that is completely beautiful and unwearable. So disappointed”

Helpful Report

Posted 2 years ago

“Returned goods that were ill fitting only to find that it was impossible to get a refund. I could not believe an Australian online company does not refund on full price goods. Definitely would not buy from this company again.”

Helpful Report

Posted 2 years ago

“Purchased some items which unfortunately did not suit my body shape. Recently had a baby and trying to adjust to my new shape. I will admit I didn’t not read the returns policy before purchasing to which I then realised there was a no refunds and only store credit policy. I attempted to find alternative items however as the items are all similar styles and fabrics I knew I would not be happy with any other items. I appealed to their ‘Customer Support’ to politely ask if they could make an exception and provide a refund, however I received an automated email advising that they would only allow store credit. Now I am unable to afford to try to purchase new clothes elsewhere and will have to try to cope with the clothes I have now. Order No. #44942”

Helpful Report

Posted 2 years ago

“It hasn't arrived”

Helpful Report

Posted 2 years ago

“I recently bought the (sunset birdie print). I have bought 4 dresses from this company and they have been pretty good. Sadly, with this dress, I am not impressed at all. The rayon fabric feels super cheap to me. With my other dresses, they have been pretty good. I feel the fabric quality has slowly, been declining since I bought my first dress. I don't mean to be mean...but, they are feeling 'cheap and nasty'. Like what you buy at a bargain fare. Yes, I have let the company know, and they have been very good about it. I don't like 'exchange systems', as that is my money and I would like the choice of buying something else from this company, another company or getting my money back. Not being forced to, do an 'exchange'. I work extremely hard for my money, so I would like my money back. But not to be with this company. I did not know this policy until I looked at returning this dress. Also, on this dress, there were a lot of threads I had to cut off myself, as it was not 'finished' properly. These dresses are not cheap, should I would expect them to be finished better. Overall, I'm hesitant now, to buy another dress; as the quality of the fabric and the finishing has gone down sadly. I normally don't write reviews, just not my thing. But, I felt this time, that something needed to be said. I appreciate the opportunity to do so.”

Helpful Report

Posted 3 years ago

Hi Heather, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. We replied to your email on Friday (20/03/22 at 10:13) however we haven't heard back from you yet. As mentioned in the email: "We pride ourselves in working closely with our wholesalers including Jaase to ensure that quality control is always a top priority. We therefore completely understand the disappointment when an item doesn't meet the quality expectations. We have now nearly sold out of this dress and hadn't received any negative feedback regarding that item. All Jaase items are made from 100% Rayon which is produced in the same mill. If you think that your item is faulty, we are of course more than happy for you to return it. The warehouse girls can have a look at it when it arrives to analyse the faults Xx We are also more than happy to help in any way we can now that we know of the issue. ✨ Here at Lilac and Mila, we take feedback extremely seriously so we thank you for arising this concern with us. It is something that we will address as a team and with Jaase if necessary." In regards to our exchange policy, we of course offer full refunds for faulty items. You are also more than welcome to choose another item as a replacement or choose the option of a store credit if you wish to wait for more styles to arrive. We hope to hear from you soon. Thanks a million. The Lilac and Mila Team! X

Posted 3 years ago

“Ordered size L expecting normal sizing but no I could fit 3 of me into this dress 😩”

Helpful Report

Posted 3 years ago

Hi Lovely, Thanks so much for taking the time to leave your feedback. We're incredibly sorry to hear the item doesn't suit! We offer free returns on full priced and 1st time orders, and would love to assist you in finding something else you love! We include garment measurements on our product descriptions as well as sizing advice, and are always here to help with any sizing questions you may have as we totally understand the difficulties of online shopping. 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 3 years ago

“I would not recommend purchasing from Lilac and Mila unless you have first seen the dress elsewhere and tried it on already. I purchased a number of dresses all around the same size and a couple of jackets expecting to return what was not required for a full refund given it is 2021 and not the stone age! When the products arrived I didn’t even take a number of dresses out of the packaging as the print was washed out and not at all close to the imagery/colours on the website, sizing on others was not right and the jackets were a flimsy bit of suede that look a lot more solid in the pictures. They have offered a credit note only but months later there is still not a single thing on their website that I like or would purchase including their new additions. I have tried to discuss this with them but you only get generic robot answers advising the credit note never expires and to keep an eye out for new releases….useless really and hundreds of dollars out of my pocket. The reviews seem to have disappeared from their Facebook page too…they were all of a similar nature to the above. If people are complaining about the same thing there is generally an issue that the business needs to review.”

Helpful Report

Posted 3 years ago

Hi there, We're incredibly sorry to hear that you weren't 100% satisfied with your experience with us... To help with sizing issues, we do little try ons of the newest items on our Instagram story, which are also uploaded to our Facebook page. We will also make sure that all accurate measurements are found on all new items when uploaded to our website. We also work with numerous ladies to show you girls what our garments look like on real body types ✨ As a small business, the returns policy is something complex that we continue to look at and improve on. We used to offer refunds back in 2018, however, we have been forced to stop as we had people ordering 5 units of the same items across all different sizes. Because we had only just opened, this was often half of our stock at the time. And when people would return it all for a full refund 30 days later - that item was often seen as old stock as we would have had 5-8 releases in between. This is just one example of numerous issues we used to have when offering full refunds. We have since decided to focus on creating the best returns/ exchange process for our girls. We are now allowing returns on all items even sale items, items purchased with a credit etc. This means that even if you purchase an item at -70%, you are still able to return it. Which most stores don’t do. We have also been able to put in place a lengthy returns policy of 60 days along with offering Free Returns to all our Australian customers. Our returns policy (Up on our website) adheres to the ACCC's guidelines. We also have a wonderful exchange process, we hold items for our customers up to 60 days. It gets tricky but we have really worked on this to make it super smooth for our girls 💛 I hope this gives you a little more of an insight into Our Lilac and Mila process & returns Policy. We do understand that this can be disappointing and this is certainly not something we hope for. We truly value word of mouth, and to date it is our best form of marketing. Thank goodness for it ✨ In regards to our emails, you are more than welcome to email us at any time! You will receive an automated email to confirm that your email was received however, all other emails are written by us. We do take a lot of time and put a lot of effort into answering these to make sure that we provide the most accurate response possible. We thank you once again for your feedback, it means the world and helps us learn to do better by our customers.

Posted 3 years ago

“Ordered a dress on the 5th and is still yet to arrive. Communication from store is slow. Disappointing.”

Helpful Report

Posted 3 years ago

Hi Laura, Thank you for taking the time to leave your feedback lovely ✨ We're incredibly sorry to hear you have experienced delays with your order. We always do our best to respond to all queries within 1 business day, and appreciate your understanding during these busy times. I can see you reached out to us via email and we responded in one business day upon following up with the courier. All couriers are experiencing extended delays due to increased parcel volume and staff shortages, as I'm sure you're aware! It is certainly disappointing when express parcels are delayed, however when this happens we always do everything in our power to have the item to you promptly. I can see we provided a time frame for you as to when to expect your parcel. AusPost contacted us today and let us know your item was on board to be delivered which we notified you of, and upon checking your tracking now we can see it has been delivered! Once again our most sincere apologies for the delay, could you please let us know how we can improve this experience for you from here? We always want to provide the best customer service possible so would love to hear your feedback! We hope you adore your new dress. Kindest, The Lilac and Mila Girls xx

Posted 3 years ago

“Would love to review but still haven’t received from weeks ago”

Helpful Report

Posted 3 years ago

Hi Michelle, Thanks for your email. We are incredibly sorry to hear that your order experienced delays. Australia Post & Fastway are currently experiencing slight delays due to the backlog of parcels from lockdown in Sydney - this is due to decreased staff & a high volume of orders. I have just looked into this for you, I can see you emailed us 8 business days after your order was placed. We replied offering our apologies and compensation for the delay, and provided a tracking update that it would be delivered within the next 1-3 business days. We can see it was then delivered to you the next day! As mentioned we are incredibly sorry for the delay with your parcel, it is certianly unlike us! We would love to turn your Lilac and Mila experience around for you, could you please let us know how we can assist from here? xx Looking forward to hearing from you! Kindest, Lilac and Mila xx

Posted 3 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