FAQ
FAQS
Lilac is a flower that is often associated with beauty, elegance, and femininity. It's also a flower that has been used in traditional medicine for its calming and healing properties. The tree is a symbol of strength and growth, and can represent a connection to nature.
So, when we named our women's footwear brand "Lilac Tree," we wanted to convey a message of beauty and strength. The brand's products are designed to be both stylish and comfortable, providing women with the confidence they need to take on the day.
The name also reflects the brand's commitment to sustainability and using natural materials in their products. Just as a tree is rooted in the earth and provides us with oxygen and resources, "Lilac Tree" is rooted in the belief that fashion and sustainability can coexist in harmony.
Overall, "Lilac Tree" is more than just a name for a footwear brand. It's a symbol of beauty, strength, and connection to nature, and represents a commitment to sustainable fashion.
All our footwear is meticulously handcrafted in collaboration with skilled artisans. Each shoe undergoes hours of careful craftsmanship, employing techniques that have been refined over centuries.
To ensure the ideal fit, we recommend referring to our size chart when selecting your perfect pair.
If you find yourself between sizes, we recommend choosing the larger size.
If you have any uncertainties, please don't hesitate to contact us before placing your order. We are here to assist you with any questions or concerns regarding sizing.
To ensure the longevity of your handcrafted footwear, we kindly suggest following these tips:
- Store your footwear in the provided box or bag.
- Avoid storing them in humid environments.
- Clean them gently with a soft cotton cloth.
- Refrain from exposing them to water.
- In the event of any spots, gently wipe them with a soft cloth using a mild cleaner.
By following these guidelines, you can cherish your footwear for years to come.
We provide both Standard and Express shipping options for your convenience. For orders totalling $149 or more, we offer free standard shipping within Australia. For orders below $149, the standard shipping fee is $9.99, while the Express shipping fee is $15.
For further information, please refer to our Shipping Policy.
Absolutely! We provide a convenient click and collect service from our location in Vic 3024. Your order will be ready for pickup within 24-48 hours. When coming to collect your items, please remember to bring along proof of purchase.
We offer worldwide shipping services to accommodate our customers. We utilize trusted courier services to ensure reliable and secure delivery of your orders.
New Zealand
For orders totalling $199 or more, we offer free standard shipping. For orders below $199, the standard shipping fee is $19.99
Other Countries
Please contact us to obtain a quotation for the available courier service options (Standard or Express) and corresponding charges for your specific country of residence.
Please be aware that the destination country may impose custom duties, brokerage fees, or other applicable taxes in accordance with government regulations. Please note that we have no control over these duties. It is important to note that all import duties and taxes will be the responsibility of the recipient.
Once your order has been shipped, you will receive a tracking number to keep you updated on its progress. If you require any assistance after placing your order, please don't hesitate to contact us at care@lilactree.au. We're here to help!
The majority of orders, approximately 90 percent, are shipped on the next business day. However, there are cases where orders may take between 2-4 business days to be shipped.
Once dispatched, Australia Metro orders are typically delivered within 3-5 business days, while Regional orders are delivered within 4-7 business days. These timeframes are counted from the date of dispatch.
During the holiday season, including Christmas and New Year, please be aware that there may be potential delays in delivery due to high volumes and increased demand. While we strive to ensure timely delivery, factors such as the workload of our delivery partners can impact the transit times. We appreciate your understanding and patience during this busy period.
In the unlikely occurrence of a product being lost during transit, we take complete responsibility and will promptly provide you with a replacement. In the event that the selected item or size is unavailable, we are pleased to offer you store credit, which can be utilised within 90 days from the date of issuance.
Lilac Tree is dedicated to meticulously inspecting each pair and ensuring careful packaging of all your orders. In the unlikely event that you receive a damaged item, one with a manufacturing defect, or one that differs from your order, you are eligible for a refund or replacement upon returning the goods to us. If you find yourself in the aforementioned situation, please contact us at care@lilactree.au within 48 hours of receiving the package.
To qualify for a return, the item must be unused and in the same condition as when you received it. It should also be in its original packaging.
Every product from Lilac Tree is skilfully handcrafted, resulting in unique pieces where no two are exactly alike. Due to the nature of handwork, including embroidery and embellishment, slight variations may occur. It's important to note that these variations are not considered manufacturing defects.
Regrettably, we are unable to process returns or exchanges for change of mind.
When ordering your favourite pair, please refer to our size chart guidelines. If you wish to request an exchange for a different size, please do so within 15 days of receiving the product. Please note that the customer is responsible for the return and shipping costs.
Exchanges can only be made for the same style in a different size. If your desired size is not available, you may exchange it for another style of similar value or above.
Please feel free to reach out to us at care@lilactree.au for any assistance regarding your Exchange and Return request. Our team will be more than happy to help you in accordance with our Returns and Exchange Policy.
Kindly be aware that the customer is responsible for covering the return and shipping costs associated with exchanging for a different size.
