FAQS

Frequently asked Questions

How much does shipping cost?

Shipping within Australia is offered at $8.95. Please note that all our Shipping is Express.

International Shipping is of $18.95.

Do you offer refunds?

Yes! We offer refunds on items bought at full price, in original and unused condition and returned within 14 days.

Please note that we do not offer refund sale items/ bought with a discount.

How long will it tak to receive my order?

All our shipping is Express. If ordered before 3pm on a business day, your order will be sent out that same day. If the order is placed after 3pm, it will be sent out the following day.
Therefore you can expect to receive your order within 1-3 business days.

How can I track my order?

Once you order is dispatched you will receive shipping confirmation, along with tracking details for your order.
If you don't receive one, do not hesitate to reach out.

I haven't received my item. What can I do?

If you haven't received your item within 3-5 business days, contact us at hello@lilacandmila.com and we will see what we can do for you! Please note that during busy periods like Christmas, orders may take a little longer than usual to be processed.

I'd like to make some changes to my order! Can I do that?

You can indeed make changes to your order before its been shipped such as a change of address . Once shipped, we cannot get the item back on our end.

How come I am being charged the same for Express as normal shipping?

At Lilac and Mila, we want to provide you with the best experience possible. This includes providing you with fast shipping. With Lilac and Mila you only pay what you would pay for regular shipping, we take in charge the difference so that we provide you with extra fast shipping!

Does Lilac and Mila take in charge my Import/ Tax duties?

All customers are responsible for customs/imports duties & taxes. Lilac and Mila is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it. We recommend contacting your local custom office for further information.

What is my order packaged/ Shipped in?

At Lilac and Mila, we are 100% plastic free in our packaging. All orders are packaged with a brown paper inside of a Compost Bag. This is further explained in our ' Sustainable Packaging' Blog.

What is your returns Policy?

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. We offer store credits, refunds and exchanges for the products up until 14 days after the purchase date to give you enough time to send it Back. Items must however be in original condition, unused with tags and packaged to be refunded. All items can be refunded and exchanged except: - ALL SALE ITEMS. This includes items bought with discount codes such as Boxing Day discounts, Black Friday, 12 Days of Christmas etc... - Swimwear ( for hygiene reasons) If you feel like your item is faulty or have any questions regarding our returns policy please email hello@lilacandmila.com and we will get back to you with priority. How to Proceed with Returns? If you do wish to return an item contact us at hello@lilacandmila.com and return the item to the address below: Unit 2 13-15 Prosper Crescent Burleigh Heads 4420 Burleigh Heads Note: the shipping for returns will be at the costumer’s expense therefore we recommend that you get a tracking number for the items. Once we have received your items, we do our best to make the process our priority to either exchange or return the good to you as soon as we can. Please allow a 2-5 business days for the money to be refunded to your account after the item has been returned.

What if my item is Faulty?

We're so sorry if an item you received is not in perfect condition. Please send us an email at hello@lilacandmila.com and attach a photo of the fault. We will meet our obligations under the Australian Consumer Law or similar legislation which may include replacing the item if the stock is available or giving you a refund upon receiving your faulty item back.

I've bought an item on Sale/ with a discount code! Can I return it?

Unfortunately, all Sale items are final. This means we cannot refund, exchange or store credit you.

Do I have to pay for Return Shipping?

Subject to our obligations under the Australian Consumer Law or similar legislation, for any return you will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the refund, we recommend sending via a traceable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed.

How do I return an item?

If you'd like to return an item and it is in original condition and within less than 14 days of purchase, please email us at hello@lilacandmila.com . In your email please include your order number, the name item you'd like the return and whether you were after a refund, exchange or store credit. From there we will let you know how to best proceed xx

What is Afterpay?

Afterpay is an interest free payment plan option that we offer on all of our Australian orders. For more information please view their website.

I'm an influencer and would love to collab! How do I proceed?

At Lilac and Mila, we're always looking to increase our Tribe. If like us, you are in love with the boho culture and use your platform to share beautiful and positive things, send us an email at hello@lilacandmila.com
Please note that due to high amounts of partnership requests, only successful applicants will be contacted x x x

How do I use a promo code/ Gift Voucher?

After you have added all the items to your card, please go to PROCEED TO CHECKOUT. You will then have the option to add your discount code or promo code to your order. Please note, only one discount code can be redeemed per order.

Where are you located? Can I pop in and visit?

At the moment we are only online based on the beautiful Gold Coast. But you can reach us through email and Instagram if you have any questions!

Ask us a question!

If your question isn't answered here, or if you would like to get in touch you can reach us via hello@lilacandmila.com

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