Name: Lilac & Mila
Rating: 4.70

“What review should I write as I never received my package.”

Posted 3 years ago

Hi Lovely! Thank you so much for taking the time to provide us with your feedback. We take this kind of feedback very seriously as we pride ourselves on our speedy shipping and delivery as well as fantastic customer service! We are incredibly sorry to hear you have not yet received your parcel. We can see our girls have been in touch via email to work this issue out for you. Once the parcel leaves our facility we do rely on couriers to ensure your parcel makes it to you safely, and we do apologise that this has not happened however it is something that is out of our hands. We are of course committed to turning this experience around for you, and look forward to your reply to our email so we can resolve this issue promptly. 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 and hope to hear back from you soon. Thanks a million. The Lilac and Mila Team! X

Posted 3 years ago

“Wrong item shipped.”

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Posted 3 years ago

Hi Lovely! Thanks so much for taking the time to provide your valued feedback. We are incredibly sorry to see you were sent an incorrect item. We can see our girls reached out via email to inform you we have the correct item ready to go, as well as offer you a voucher towards your next purchase to further apologise for the mistake. We are keeping an eye out at HQ and will be in touch as soon as we receive the return of the item! We hope this helps. Could you please let us know how we can improve this experience for you? We would love to hear from you as your feedback is greatly appreciated and we are always looking to improve as a small business xx We can't wait to hear from you! Love, The Lilac and Mila Girls xx

Posted 3 years ago

“Buying and ordering was very easy. Returning an item is harder, as you do not get a refund which is very disappointing. Their policy of giving an instore credit instead of an immediate refund, lessens my willingness to shop at Lilac and Mila again :(”

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Posted 3 years ago

Hi Lovely, Thank you for your feedback!! We take this kind of feedback very seriously as we want to be sure our returns policy is transparent for all of our customers. At Lilac and Mila, we want you to love all your new pieces as much as we do, so if you’re not satisfied with your purchase you can return it for a store credit or exchange as we do not refund for a change of mind. During COVID we have extended our return policy to 60 days from the day of receiving your order. Please note that we offer FREE RETURNS on all domestic orders purchased at full price. Our Credit Notes never expire so you have all the time in the world to find a new must have wardrobe piece and with new arrivals weekly we don't think it will take you long! 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

“No returns allowed which is very poor for customers. Also no exceptions- only offering credit. This has deterred me from shopping here again.”

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Posted 3 years ago

Hi Lovely, Thank you for your feedback!! We take this kind of feedback very seriously as we want to be sure our returns policy is transparent for all of our customers. At Lilac and Mila, we want you to love all your new pieces as much as we do, so if you’re not satisfied with your purchase you can return it for a store credit or exchange as we do not refund for a change of mind. During COVID we have extended our return policy to 60 days from the day of receiving your order. Please note that we offer FREE RETURNS on all domestic orders purchased at full price. Our Credit Notes never expire so you have all the time in the world to find a new must have wardrobe piece and with new arrivals weekly we don't think it will take you long! 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’m disappointed there is an issue with my delivery I have had to contact you both times, considering the parcel was suppose to be delivered last Wednesday, and now the courier is saying the address details are incorrect that has been confirmed by me. I feel that I’m the one chasing this issue up rather than you.”

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Posted 3 years ago

“The dress I purchased was later returned. The fit, quality and fabric were poor. I was very disappointed”

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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 with us! 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. We offer sizing advice as well as product measurements on our website to assist with sizing as we know how tricky online shopping can be! We also have weekly try-on videos of New Arrivals over on Instagram, and we work with some amazing influencers of all shapes and sizes to showcase our garments and their fit on different bodies! 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! We hope to hear from you soon. Thanks a million. The Lilac and Mila Team! X

Posted 3 years ago

“I ordered on the 7th July and still have not received on 1st August. Disappointing as I wanted to wear to a bday party.”

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Posted 3 years ago

Hi Lovely, We're incredibly sorry to hear that you are still waiting on your recent purchase. We pride ourselves on our speedy shipping so this is certainly unusual! I can't see that our customer service girls have been notified of this issue. We do request that customers do reach out to us directly when this happens. In the future we would like to ask you to please email us for issues with orders- 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. If you could reach out to us over on hello@lilacandmila.com 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

“I need to return due to sizing, and there’s no address. I’ve wasted my money.”

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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! We offer free returns on full priced orders via our returns portal which can be found on our website! We have attached the link here for you too: https://return.auspost.com.au/LILAC_AND_MILA We always want our returns process to be as transparent as possible for our customers! Please don't hesitate to reach out to us over on hello@lilacandmila.com for more information or if you have questions, or you can read our shipping & returns info here: https://www.lilacandmila.com/pages/shipping-delivery Once we receive your return we can issue you a store credit voucher as per our policy which never expires, plenty of time to find the perfect item (YAY!) We hope this helps! Please let us know if there is anything we can further assist with xx Love, The Lilac and Mila girls xx

Posted 3 years ago

“My order took much longer than expected and didn’t arrive in time for the event I had ordered it for. Also, the dress is huge and the jacket is tiny! Probably won’t order again :(”

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Posted 4 years ago

Hi lovely, Thanks so much for taking the time to leave us a review! We are incredibly sorry to hear your order was delayed ~ this is very unlike us as we pride ourselves on our speedy service! We have recently begun using a variety of couriers for shipping so that we can offer our customers more shipping options so we really appreciate the feedback during this transitional period! We have passed this feedback on to our general manager for further review. We're also very sorry to hear you had some issues with the sizing of our garments! We do our very best to provide as much information on each item as possible as we completely understand the difficulties of online shopping. We include exact product measurements in the description for each size, as well as doing weekly try-ons over on our Instagram stories of real girls wearing our New Arrivals and talking through the fit and sizing of each item. We always encourage our customers to reach out to us with their sizing queries for one of our expert stylists to assist with over at hello@lilacandmila.com! We hope this helps, however please don't hesitate to reach out and let us know if there is anything we can do to further assist in this matter. Love, the Lilac and Mila Team xx

Posted 4 years ago

“Beautiful clothing but definitely not true to size 😢 pretty disappointed after the amount I spent.”

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Posted 4 years ago

Hi lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. I just had a little look against your account and can't see you've contacted us regarding this issue. 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! :) We do our best to provide as much sizing information as we possibly can as an online business. We do try-on hauls weekly on our Instagram, and have measurements and sizing descriptions for each product on our website. We always encourage our customers to reach out to us with any sizing queries so our Styling Expert can 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 4 years ago

“I found that it was quite a while between ordering and dispatch and the dispatch once received was never updated by courier which i found frustrating. I also ordered 2 jaase jackets in 2 sizes and 2 colours and have been extremely disappointed. The quality of item for the price is extremely poor. Im reluctant to return as i believe on credit is available so am i left to try to sell online to recoup my funds? Previous purchases have been great but in this case... very disappointed in value for money.”

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Posted 4 years ago

Hi Lovely! Thanks so much for taking the time to leave us your feedback! We do apologise your order took 3 business days to be dispatched rather than our usual 1-2 as we had a slight delay with the delivery of our stock that week, unfortunately the courier updates are something that is out of our control. We're also very sorry to hear you were disappointed in the quality of our most-loved Jodi Jacket, we have had many customers purchase and love this item and it is one of our best-selling jackets! We take this kind of feedback very seriously as we want to be sure our returns policy is transparent for all of our customers. At Lilac and Mila, we want you to love all your new pieces as much as we do, so if you’re not satisfied with your purchase you can return it for a store credit or exchange as we do not refund for a change of mind. We have extended our return policy to 60 days from the day of receiving your order. Please note that we offer FREE RETURNS on all domestic orders purchased at full price. Our Credit Notes never expire so you have all the time in the world to find a new must have wardrobe piece and with new arrivals weekly we don't think it will take you long! 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

“Missing top then new top sent by freight and freight company didn’t attempt delivery and item was kept at depot for days until I tracked it and it stated delivered then I had to make phone calls to chase it up then had to go out of my way to go pick it up .”

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Posted 4 years ago

Hi Lovely, I can see that our customer service girls have been in contact with you regarding the missing top, we do want to further apologise as we do our best to ensure this doesn't happen! We appreciate that the situation with the delivery company has been frustrating. We are always willing to help wherever we can with shipping and delivery, however in this case it seems to have been an issue with the freight company and something that is out of our control. We pride ourselves on our efficient deliveries, and hope we can turn your Lilac and Mila experience around! Love, the Lilac and Mila girls xx

Posted 4 years ago

“As mentioned in my email, the denim jacket arrived with a missing button and no replacement”

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Posted 4 years ago

Hi Lovely! As mentioned in our email to you, we’re incredibly sorry to hear that you have received a faulty item ~ we try our best to ensure this doesn't happen! To save you from the hassle of swapping it , we would love to send you a new button, along with covering the repair cost as we want this jacket to be perfect for you. On top of that we'd love to gift you $10 off your next purchase with us! We hope this helps and will keep an eye out for your email reply! Kindest Regards, Lilac and Mila 🌸

Posted 4 years ago

“I purchased the Saige Print - Melissa long dress and I am very disappointed with the colour. The picture on Facebook looked like it was beige tonings and the actual dress shows orange. Even though the dress fits nicely I doubt I will be wearing it as it is not the colour that I wanted.”

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Posted 4 years ago

Hi lovely, We are so sorry to hear that you were not 100% satisfied with your recent purchase! We've sold lots of this dress in the past and haven't had any feedback on the inaccuracy of colour. We encourage our customers to use the zoom feature on our website or reach out to us so that we can be of assistance when it comes to garment details! The Lilac and Mila Team xx

Posted 4 years ago

“I’m disappointed that I ordered a large which would always fit me and it was huge so I won’t be shopping online anymore”

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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! Our garment do vary in size due to the style and fit of the item. We however do try to provide measurements and sizing advice on all items to help our beautiful with sizing. We are also more than happy to provide you with extra measurements, photos and sizing advice 💕 Please do not hesitate to email us in the future as we would love to make your next experience with us a fantastic one Xx The Lilac and Mila girls

Posted 4 years ago

“Hi there I still haven’t received my order I have been in touch with your customer service and they now have StarTrack investigating the problem Hope something is resolved very soon”

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Posted 4 years ago

Hi Lovely, Thanks for your feedback, from what I can see our customer service girls contacted Star Track the minute you notified them your order was showing delivered but hadn't been left at your home. Star track then located and delivered the parcel to you which is awesome! We apologise for the delay but unfortunately, this was totally out of our hands and our girls in customer service girls were on the case immediately to help out - is there anything we could do to further this to a 5 star rating in service and experience for you lovely? We're always trying to find ways to ensure our customers are walking away super happy after their Lilac and Mila experience! We hope to hear from you soon. Thanks a million. The Lilac and Mila Team! xxx

Posted 4 years ago

“I emailed 3 days ago to attempt a return for discounting fabric and haven’t heard back”

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Posted 4 years ago

Hi Lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. I can see our customer service girls have been in contact with you and provided you with a free return label so you're able to return your item free of charge to us for further investigation lovely. 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 material shrinked after wash It can not fix on me . I don’t like it , I’m not going to recommend it .”

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Posted 4 years ago

Hi lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. I just had a little look against your account and can't see you've contacted us regarding this issue. 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! :) 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 and the pattern don’t look as good as the image online. I wanted a refund but disappointed to read you don’t refund, only store credit. I’m disappointed to say the least.”

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Posted 4 years ago

Hi lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. I just had a little look against your account and can't see you've contacted us regarding this issue. 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! :) 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. Our store credits do not expire so you have all the time to find the perfect items, we can also have images of one of our girls wearing the items in our office as requested if you have any doubts on certain pieces. 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

“So disappointed in the customer service :( I wanted desperately to love this brand after watching live try ons on Facebook- I gave their plus range a try hoping the online advice was accurate. Unfortunately it didn’t fit and nothing else in their range will suit. I reached out to explain my predicament but the company were adamant they would not give me a refund. So now I have a credit voucher for a range I can’t wear. Ultimately my mistake- but I’m really disappointed in Lilac & Mila for being so uncaring and inflexible and I’m annoyed I had recommended the company to people before this experience. I won’t be doing that again!”

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Posted 4 years ago

Hi lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. Although we don't refund our credit notes never expire so you have all the time in the world to find something you love ! We have new arrivals ranging from size 6-20 weekly and to help with sizing issues, we do little try ons of the newest items on our Instagram story so our gorgeous customers can see the way the dress fits on the body. We will also be making sure that all accurate measurements are found on all new items when uploaded every Monday. We have also started focusing on collaborating with plus size ladies such as @letmetrybeforeyoubuy on Instagram. Nat is fabulous and very real. We love working with her to show you girls what our garments look like on real body types ✨ 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

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