Refund policy

For in-store purchases, returns must be made directly at the store. All returns can only be processed with a receipt, and the item must be unused, unwashed, and in the same condition that you received it, including its original packaging. Refunds will be issued to your original method of payment.

For online orders, you have the option to return the item in-store or request a return label. Your package must be sent back to us within 7 days after your return label is issued. Refunds will be issued to your original method of payment.

To be eligible for a return, your item must be unused, unwashed and in the same condition that you received it. It must also be in the original packaging.

illo reserves the right to deny returns or exchanges if they do not meet these conditions.

All sales are final on: 

• Sale and markdown items
• Special orders and custom pieces
• Gift cards
• Paper goods, books, and magazines
• Pantry items
• Fragrance, personal care, beauty products

 Original shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We cannot be held responsible for items damaged or lost in return shipment. Please wrap your return items carefully. customers will be responsible for the full return costs.