Returns and Exchanges
We hope you love your ILANÉE pieces. If for any reason you are not completely satisfied with your order, you may request a return within 14 days of receiving your item, provided it meets the conditions below.
Return request
Customers may request a return through our return portal within 14 days of receiving their order. To be accepted, returned items must be unworn, unwashed, unused, in their original condition, and include all original packaging and tags. The ILANÉE security tag must be intact and still attached. A return will not be accepted if the security tag has been removed, tampered with, or is missing.
Please do not send items back without first requesting a return. Returns sent without prior authorisation may not be accepted. Please note that the return address may differ from the original shipping address. Once your return request has been approved, you will receive the correct return instructions and return address.
To start a return request, please visit our returns portal below.
Once a return has been requested, the parcel must be handed to the carrier within 14 days of receiving the return label.
Customers outside of the European Union are kindly requested to contact us directly at support@ilanee.com before returning their order.
Condition of returned items
All items are inspected on arrival. ILANÉE reserves the right to refuse any return where the item shows signs of having been worn, washed, damaged, altered, or used, where it is returned incomplete or without its original tags, or where the security tag has been removed or tampered with. We also reserve the right to refuse a return where there is other evidence that the item has been worn or used, including photographs or other media showing the item being worn.
Items refused for any of these reasons will not be refunded. They may be returned to you, and any cost of returning them to you may be charged to you.
Pre-order and made-to-order pieces
Our pre-order pieces are made to order in our standard sizes, XS to XL. They are not cut to individual measurements, so your right to return applies to them in the same way as any other piece, within 14 days of receiving your order, and subject to the same condition requirements above. As these pieces are produced only once your order is placed, we ask that you review the size chart on the product page carefully before ordering.
United Kingdom Returns
Due to customs requirements, our return portal is currently unavailable for customers located in the United Kingdom. If you are based in the UK and wish to return an item, please contact us at support@ilanee.com within 14 days of delivery. We will provide you with the appropriate return instructions, shipping label, and customs documentation required for the return shipment.
Once a return has been requested, the parcel must be handed to the carrier within 14 days of receiving the return label.
Return Shipping Costs
For returns requested through our return portal, customers are responsible for arranging and paying for their own return shipping costs at the time of creating the return.
For customers located in the United Kingdom, returns must be arranged directly through ILANÉE due to customs requirements. Where ILANÉE provides a return shipping label, the cost of the return shipment will be deducted from the final refund amount.
Customs Duties, Taxes & Additional Charges
For returns shipped from outside the European Union, any import duties, taxes, customs charges, storage fees, return-to-sender fees, brokerage fees, or other charges incurred during the return process may be deducted from the final refund amount.
Customers are responsible for ensuring that all customs documentation provided by ILANÉE is correctly attached to the outside of the return package. Missing or incorrect documentation may result in delays, additional charges, or the parcel being returned.
Refunds
Once your return has been received and inspected, we will notify you of the outcome. If approved, your refund will be issued to the original payment method.
Please note that original shipping charges are non-refundable. Depending on your payment provider, it may take several business days for the refund to appear in your account.
Non-Returnable Items
The following cannot be returned or refunded:
- Items that have been worn, washed, damaged, altered, or used
- Items returned without their original tags, or with the security tag removed, tampered with, or missing
- Bespoke, custom-made, or personalised products made to your own measurements or customised at your request
- Gift cards
If you have any questions regarding a return, please contact us at support@ilanee.com.