Name: Lilac & Mila
Rating: 4.72

“I contacted Lilac and Mila and sent my measurements to ask what size I should buy a dress in. I received the dress and it was 2 sizes too small. I emailed them and they emailed back saying to return it, which I did. The dress was received by them 2 weeks ago (confirmed by Australia Post) and I’ve heard nothing and not had my money refunded. I’ve found them to be reasonably good at responding until now, it would be good to have a conversation but there’s no phone number provided.”

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Posted 7 months ago

“Disappointed with dress. Way to argue and very see through. Tried to return, saying I have to pay shipping (advertised as free returns). Emailed and still awaiting reply. ☹️”

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Posted 8 months ago

“Biggest mistake ever having made a purchase at this store. I wasn't happy with the quality of the items or the fit and was refused a refund. A gift certificate was offered as consolation. Not happy! Be careful purchasing from this store.”

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Posted 1 year ago

“Used a welcome coupon as a discount for first time shopper. The top is too big (after reading on the website to choose normal sizing) and when looking to return this item, I have to pay for postage and then only get a store credit so will also have postage fees on the replacement item. My advice now, read the fine print before you purchase from this store.”

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Posted 1 year ago

“Lovely dress unfortunately so creased when I received it I haven’t been able to wear it as I don’t have an iron! The sizing is not true to size dress is way to big so probably will have to return for a smaller size if possible”

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Posted 1 year ago

“Postage is slow and dresses arrived in plastic. When ordering Jaase dresses from other inline stores, they arrive with all the buttons done up, steamed and wrapped nicely in tissue paper. Not jammed into a post pack. Other stores deliver within 48 hours (and that's not express). I only ever buy from Lilac and Mila when they are in sale. There us much better service from numerous other retailers.”

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Posted 1 year ago

“I had great hopes of receiving a wonderful product. My daughter in law had recommended you highly. When my dress arrived it looked like a crumpled dish cloth. It’s too big (not your fault). It will do as an over bather dress defiantly nothing else. I have had one to many poor buys on the internet I think this will be my last.”

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Posted 1 year ago

“My recent order still hasn't arrived yet...nearly 3 weeks I absolutely love your clothes but delivery options need to be reviewed”

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Posted 1 year ago

Hi Birgitte! We are incredibly sorry you are unsatisfied with the delivery times of your order, as I can see on your account we don't have any emails with you regarding this issue, our friendly customer service team is always happy to help and eager to solve any issues you may have. I've just looked into this issue for you, your tracking says 'In transit' and the last update was from the 17th June. It is now almost 2 weeks later and we agree that this is unacceptable! I have lodged an inquiry so Fastway can look into this further and we can try to locate your parcel. If you have any more issues with your parcel delivery please contact our customer service team, we would love to sort this issue out if there are any further problems. We will email you once we get a reply about the inquiry. Love the Lilac and Mila girls xx

Posted 1 year ago

“Garment was all crushed and smelt and all buttons undone. At least, please wash recycled garments if this is what my ordered dress was. Andrea Lovrecic”

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Posted 1 year ago

Hi Andrea! We are incredibly sorry you are not satisfied with your recent order, this is totally unacceptable we agree. This must have been a returned garment, we are usually very on top of things like this as we have a strict system for returns and re-selling. I have just looked into our customer service database and can see there are no emails concerning this issue, next time please email our customer service team, they will happily exchange this garment for you or proceed with your desired outcome! This is what we are here for, we want all our customers to be completely satisfied with their purchases xx Again we are incredibly sorry and hope we can turn your experience with us around. Love Lilac and Mila xx

Posted 1 year ago

“No sign of my order. So unable to review.”

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Posted 1 year ago

Hi Birgitte! I've just looked into this issue for you, your tracking says 'with driver' in New Zealand, so your item should arrive today! As I can see on your account we don't have any emails with you regarding this issue, our friendly customer service team is always happy to help and eager to solve any issues you may have. You selected 'standard international shipping' which takes about maximum 21 days (this information is provided clearly when you select standard international shipping). It was 11 days since you placed your order and I can see the warehouse girls packed and shipped this order the day it was placed. We are incredibly sorry you are unsatisfied with the delivery times of your order, however, we do offer express DHL international shipping for future orders if you need the item sooner! If you have any issues with your parcel delivery please contact our customer service team, we would love to sort this issue out if there are any problems. Love the Lilac and Mila girls xx

Posted 1 year ago

“Still waiting on my order from the 1st of May. It's now the 14th ;(”

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Posted 1 year ago

Hi Lovely, We're incredibly sorry to hear that you haven't received your parcel yet. 💕 I can't see that our customer service girls have been notified of this issue before your comment on this post. We do request that customers reach out to us directly when this happens as we cannot assist if we are unaware. Once the item has been packed and sent, the courier only provides updates to the customer so there is, unfortunately, no way for us to know that delays are occurring unless we are notified. From what I can see, your order was processed on Sunday the 1st of May and our girls sent it the following business day on the 2nd. The girls in the warehouse work super hard to get the orders packed as promptly as possible to ensure that you ladies can in turn receive your items quickly. We therefore completely understand how disappointing it is when there is a delay on the couriers end. We have contacted the courier for you and they have advised us that the parcel has finally been delivered. We would love to give you a $15 store credit to further apologise for the inconvenience. The Lilac and Mila Girls

Posted 1 year ago

“I find the colours of the items I have ordered to be different to what I see on the web page. The whites are not crisp whites, and the reds are a different shade. I find this so disappointing. The sizes are also very large.”

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Posted 2 years ago

Hi Lovely, We're incredibly sorry to hear that you are not 100% satisfied with your recent purchase. I can't see that our customer service girls have been notified of this issue, we do request that customers reach out to us directly when this happens. 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. It is very rare for us to get feedback on the inaccuracy of colour, we try to not edit photos and try our best to accurately describe items. We measure all of our garments and write in the item description if the item is tailored to be 'oversized' or a more 'true to size' fit. We thank you for your feedback, this helps us a lot x Lilac and Mila xx

Posted 1 year ago

“Dress was lovely but not right for me. The returns policy is out of step with this online environment. I now have a credit that I’m unlikely to use. Disappointing:(”

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Posted 2 years ago

Hi Fiona, Thank you so much for taking the time to leave 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! We are here to help as we know how tricky online shopping can be ~ please reach out anytime! 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! Xx

Posted 2 years ago

“Received what I ordered but it took so long to arrive and no communication in between.”

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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 see you weren't 100% happy with your Lilac and Mila experience, we do our best to provide our customers with the best shopping experience we possibly can! ✨ I can see our girls emailed letting you know your item unfortunately had a fault. We do our best to ensure this doesn't happen! We then provided the options with how to proceed from there however did not receive a response from you. Luckily we received a return of the item you ordered in perfect condition and let you know promptly that we were sending it out for you! We do apologise if you did not receive our emails. Once we dispatched your order is was with you in 10 days. All couriers are currently experiencing some delays due to Sydney's current lockdowns. We do apologise as this is longer than our usual shipping period, and really appreciate your understanding! 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 2 years ago

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

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Posted 2 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 2 years ago

“Wrong item shipped.”

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Posted 2 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 2 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 2 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 2 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.”

Helpful Report

Posted 2 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 2 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 2 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 2 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 2 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