FAQS

Frequently asked Questions

Free shipping Information

FREE EXPRESS SHIPPING OVER $90 AUD

All International countries/regions - Shipping on all international orders is of $22.95.

Please note that Any duties and taxes assessed by customs are the responsibility of the customer.




Free Returns

We offer Free Returns on all full Priced Domestic orders.

Please note that All orders purchased with a discount code/ store credit code do not qualify for Free Returns. This Includes items purchased during our EOFY sale.

Discount code + Store credit

Our system doesn't currently allow for two codes to be used at once. If you wish to use a store credit +use a store credit hello@lilacandmila.com and we will proccess this for you manually.

♡ COVID DELAYS ♡

Although it is Business as usual at our HQ on the northern beaches of Sydney, please note that due to COVID your order may experience slight shipping delays.

ESTIMATE DELIVERY TIMES

Australia – All our domestic shipping is express. You should receive your order within 1-3 business days.

International - We have just started shipping all international orders with DHL Express. For further information about shipping times to your destination, email us at hello@lilacandmila.com.

Please note that any duties & taxes are the responsibility of the customer.

We ship to 100+ countries all over the world– if you aren’t sure if your location is available feel free to email us via the contact form.

SHIPPING STATUS

As soon as your order is shipped, you will receive an email shipping confirmation which includes your tracking number. To check the location of the parcel, click on the tracking number provided and it will redirect to our Shipping Partner’s website for detailed updates.

If you haven’t received a shipping confirmation within 48 business hours, please don’t hesitate to reach out.

Please note that in periods of sales ( such as Boxing day, Easter etc…) orders can take a little longer to be shipped due to the high volume of orders .

If you haven’t received your item within 3 days of shipment date, please make sure to check your parcel tracking. As we do not leave parcels unattended, they are often dropped off at your local post office. To find out if this is the case you can either copy and paste your tracking number into Australia post’s tracking website or check your mailbox for a parcel collection note.

TAXES & 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.

CHANGES TO AN ORDER

We are not able to make changes or cancellations after your order has been placed. Please email us at hello@lilacandmila.com immediately after placing your order and we will do our best to assist you. We apologize for any inconvenience.

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 you can return it for a store credit or exchange. 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. Please note that all orders purchased with a store credit/ discount code do not qualify for free returns.

To be eligible for a return, items must be in original condition. This includes tags to be still attached, unworn and in their original packaging.

EXCHANGES

We do offer exchanges, although we may not always have the item you are chasing we do our best to accommodate. If available, we will gladly hold the item you would like for up to 10 days.

SALE ITEM RETURNS

We have recently made changes to our returns policy YAY! You can now return items purchased on sale for a STORE CREDIT within 21 days of purchase. This includes orders purchased with a first purchase discount, Influencer codes, storewide sales, marked down items etc…
Please note that we do not cover return shipping costs on sale items.

ITEMS NOT ELIGIBLE FOR RETURN

• Swimwear
• Items purchased with a store credit
• Items which do not have tags attached, original packaging or have been noticeably worn.

FAULTY ITEMS

If you feel like your item is faulty please email us at hello@lilacandmila.com within 3 days of receiving the item.

Please note that every effort is made to portray items accurately. Please be advised all computer screen colour settings vary and photoshoot lighting can affect the way products appear on the viewing monitor. We cannot be held responsible for any colour discrepancies. We will make every effort possible to display our products as clearly and accurately as possible.

STARTING A RETURN

If you wish to initiate a return please enter your order details via the link below.

https://return.auspost.com.au/LILAC_AND_MILA


You will be asked to select the 3 options, please select the one that applies to your order :

• My order was purchased at full price

• My order was purchased using a discount code /
rewards voucher/ Store credit
• My order was faulty/ wrong item received.

Please note that only full priced domestic orders are eligible for Free Returns. Orders purchased with a store credit, discount code or rewards voucher are not eligible for free returns. Incorrect details entered via our Returns portal regarding your order will lead to a $8.95 return fee directly deducted from your store credit.

If you wish to use your own return method please send your items back to :

Unit 6 & 7 13b Narabang Way Belrose 2085 NSW Australia

Please make sure that your name and order number is found on the item.

Return shipping via our Australia post portal usually takes 3-5 business days to reach our HQ. Once we have received your items please allow up to 3 business days to process your return - and issue your exchange/ store credit depending on your preference.

Please not that Subject to our obligations under the Australian Consumer Law and similar legislation, for any return that isn't sent back with our Free Return Service, you will be responsible for shipping and handling to return any unwanted items. If the package does not reach us safely we will not be able to complete exchange , we strongly 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.

GIFT RETURN

If you have been gifted a Lilac and Mila gift card and wish to return an item, that’s not a problem we can arrange this for you. Gift cards are the same as normal payments – therefore our return policy applies the same.

PAYMENT OPTIONS

We accept all the major payment methods on our website including Paypal, AMEX, Mastercard, Maestro, Visa etc…

We also offer a number of payment plan options. This includes Afterpay and Laybuy. Please note that we of course also have Paypal available.

If you do not see your preferred payment method on our website, please email us at hello@lilacandmila.com

COLLABORATION INQUIRIES

At Lilac and Mila, we're always looking to increase our Tribe. If like us, you are in love with Boho fashion 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

PROMO/ DISCOUNT CODES

After you have added all the items to your cart, 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.

STORE CREDITS & GIFT VOUCHER

To redeem a store credit or a gift voucher all you need to do is enter the code in the ' Discount' Section.

To use it with a promo code, please email us at hello@lilacandmila.com and we can process this for you manually.

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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