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.
Return request
Customers may request a return through our return portal within 14 days of receiving their order. Returned items must be unworn, unused, in their original condition, and include all original packaging and tags.
Please do not send items back without first requesting a return. Returns sent without prior authorization 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.
Customers outside of the European Union are kindly requested to contact us directly at support@ilanee.com before returning their order.
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.
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 items cannot be returned:
- Custom-made or personalized products
- Made-to-order items
- Gift cards
- Items returned in a worn, damaged, altered, or incomplete condition
If you have any questions regarding a return, please contact us at support@ilanee.com.