SHIPPING

Online orders are fulfilled in-house by illo. We ship Monday through Friday (excluding holidays), and will work our hardest to fulfill your order within 3 to 5 business days of purchase. Please note: the shipping timeframes you see at checkout are representative of transit time, and do not account for the time it takes us to pack orders.

Please ensure that your shipping address is entered accurately and completely before placing your order.

illo cannot accept responsibility for packages that are lost, misplaced, or stolen after the shipping carrier has confirmed delivery to the correct address.

LOST ITEMS

For lost or missing packages, we will provide you with the information of the carrier and tracking number associated with your order so that you may contact them directly to track your package.

Please note that we are not responsible for lost packages sent to mail forwarding providers.

DAMAGED ITEMS

For Online Orders

if you found any damaged, please send an email to hello@illoshop.com and we will facilitate a claim with the shipping carrier. Please include pictures of the broken item and shipping box (inner and outer) as we will need both to file the claim.

All damage claims must be received within 3 days of receiving the shipment. We cannot accept damage claims after that timeframe.

For In-store Purchase

illo is not responsible for any damage that occurs after items are picked up from our store. To help prevent any issues, we kindly recommend inspecting your items before leaving the store.