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Customer Service

Ordering

Can I change my order?
As we do our best to ship all your orders within 24hrs, it may be difficult to make a change once your order has been processed. If you are at all concerned about your order, please don't hesitate to contact us and we will do our best to help you out.

Can I order an 'out-of-stock' item?
If there is an item you would love to order, but we don’t currently have it in stock, please feel free to send us an email so that we can let you know as soon as your product becomes available again.
If the product you are after we can no longer get for you, we will do our best to help you find an alternative you feel great about.

Can I order using any other methods?
Of course! If you don't want to use our online ordering facility, we are more than happy to accept your order via phone, fax, email or post. If you wish to order using any of these methods please use this order form.

Phone:

Within Australia     - 0402 458 819

Outside Australia  - +614 0245 8819

Fax:

Within Australia     - TBA

Outside Australia  - TBA

Email:
Post: Mint & Lilac
PO Box 472
Ashgrove
QLD, Australia, 4060

Can you gift-wrap my gift for me?
All of your orders are gift wrapped in tissue paper and ribbon.  But if your order is for a special someone, we can certainly help you out by gift-wrapping it in our gorgeous 'lilac floral twirl' wrapping paper for you!
Gift-wrapping is only an additional $5 and can be quickly added to your order during check-out – simply select the 'gift-wrap' option.
You can also include a short personal message with your gift. When you 'checkout' all you need to do is type your message in the space provided.

Can I get the gift delivered to a different address?
If you would like your order to be sent to a recipient other than yourself, please just add those details into the section 'Delivery Address'.

Pricing & Payment

What payment methods do you accept?
At present we accept Paypal, Visa, Mastercard, Bankcard, Direct Deposit (EFT) or Cheque. All payments and pricing are listed within Australian Currancy or AUD.
You can use our secure online ordering page and checkout if you wish to pay via Paypal, Visa, Mastercard or Bankcard.
Or, if you would like to use Direct Deposit (EFT) or Cheque, then please use this order form to place your order..
This site supports a Secured Socket Layer (SSL) based transactions from a browser, to the level of at least 128 bit or greater.

When will my credit card by charged?
Your credit card will be charged during check-out.
Your check-out page will load up saying 'payment approved', and you will also receive a corresponding email for your reference.
This is the easiest way to pay for your items, but also ensures that your items are shipped as soon as possible, as payment is instantaneous.

What is PayPal?
Paypal allows anyone from around the world with an email address to purchase products online.
It is very quick, easy and secure to set up your own PayPal account.
If you wish to set up your own PayPal account, simply go to www.paypal.com.au

Delivery

What will my postage costs be?
We understand how frustrating it can be to feel stung by huge shipping costs when purchasing online. So, we decided to make take the disappointment out of online shopping by having postage within Australia at a flat rate of only $5.00 for all orders under $150, and all orders over $150 shipped free of charge!

Postage outside Australia is a flat rate of only $25.00, so no matter where you live, you can afford to do your shopping with Mint and Lilac!

Your postage will be automatically calculated at the checkout once your address details have been entered.

When will my parcel be shipped?
We do our best to ship your orders the same day that you make your purchase.  In cases where this isn't possible, your order will be shipped within 24hrs.

For larger orders, please note that there may be a delay of 5-15 working days, but this will be noted in the item description and you will also be kept updated by Mint and Lilac on the progress of your order and the expected arrival time.

What if my parcel is missing?
If you are feeling concerned that your parcel might be missing, please contact us so that we can do our best to track down the location of your package.

My items have arrived damaged – what do I do?
We take extreme pride in ensuring that our items are packed and sent with extreme care, but if you do receive an item you believe to be faulty, then please do not hesitate to contact us to discuss the problem.
We will do our best to swiftly address the situation on receiving and verifying the fault.

Where do you deliver and do you ship Internationally?
We deliver all over Australia and Worldwide.  Just enter your address on checkout.   If you need any assistance, please don't hesitate to contact us!

Return Policy

Refund Policy
We accept items for refund within fourteen days of purchase. Products must be received by us in original condition, unused and undamaged and where applicable still in original packaging. Mint and Lilac will happily refund the purchase price or you may wish to choose another item. Postage costs are not refundable unless the item is deemed faulty. Please return item and packing slip or receipt to our Postal Address shown in the Contact Us page.

Exchange Policy
If you wish to exchange an item for another product you must return the item to us within 14 days. Simply contact us to notify you wish to exchange the item and nominate an alternative product. We will hold that product for you until your goods are returned. Exchange of orders will be carried out once the item is returned to us in original condition, unused and undamaged and still in original packaging. All postage costs for exchanges will be the responsibility of the customer, please include an addressed pre-paid satchel for your new item to be returned in. Please keep appropriate proof of postage otherwise if the return parcel goes missing we will deem you have not returned the product.

Faulty products?
If the product is faulty please contact us, we will be happy to exchange your product or give you a refund. All postage costs for faulty goods will be incurred by Mint and Lilac.


Privacy

We respect your privacy, and take great care to safeguard your information. Mint and Lilac do not share customer information with other companies or individuals. We only use your contact information when it is necessary with regards an order or with your permission. All information from customers will be kept strictly confidential.