Name: Lilac & Mila
Rating: 4.72

“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.”

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Posted 1 year 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”

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Posted 1 year ago

“It hasn't arrived”

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Posted 1 year 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.”

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Posted 2 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 2 years ago

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

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Posted 2 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 2 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.”

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Posted 2 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 2 years ago

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

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Posted 2 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 2 years ago

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

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Posted 2 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 2 years ago

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

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Posted 2 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 2 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”

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Posted 2 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 2 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?”

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Posted 2 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 2 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.”

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Posted 3 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 3 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.”

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Posted 3 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 3 years ago

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

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Posted 3 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.”

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Posted 3 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 3 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.”

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Posted 3 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 3 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.”

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Posted 3 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 3 years ago

“total disorganization. very slow shipping”

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Posted 3 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 3 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.”

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Posted 3 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 3 years ago

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

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Posted 3 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 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	100%
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