store policies
At illo, we want to make sure shopping at our welcoming Store is as enjoyable as possible. That’s why we’ve worked hard to make sure our store policies are fair, clear and transparent. You can find a full outline of our policies below. If you can’t find the information you’re looking for, get in touch. We look forward to serving you at illo.
Refunds and Returns
Please contact us if you are not satisfied with your order or if merchandise is damaged in transit.
If you receive a damaged product in transit, please reach us at hello@illoshop.com with your order number and proof of damage to request a replacement within 48 hours of receiving your order.
Our return policy covers returns of most products in new condition up to 7 days after delivery.
A merchandise credit (excluding shipping & handling charges) will be issued for the return. For orders where PayPal was used as a form of payment, (excluding shipping and handling charges). All applicable promotions, discounts, offers, free items (as part of a qualifying purchase) and coupons granted at the time of purchase will be prorated and applied to the refund amount. Sale items are final and can't be return or exchange.
Shipping and Delivery
For domestic orders of small, medium items + accessories, you can expect delivery within 7-10 business days from when your order is received. For all international orders, you can expect delivery within 10-14 business days from when your order is received. If an item from your order is backordered, we will contact you as soon as possible with update arrival information.We also encourage customers to double-check that your shipping address is correct before checking out. illo is not liable for missing/lost/stolen packages due to incorrectly entered shipping information and we’re unable to request address changes with the carrier once the package has been processed.
please note we do not ship on Saturdays, Sundays or holidays.