Refund policy

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, subject to the conditions below.

Your right to return

If you are ordering from within the European Union, you have a statutory right to withdraw from your purchase within 14 days of receiving your order. To exercise this right, please notify us of your return within those 14 days through our return portal. Once your request is approved, you then have a further 14 days to send the item back to us.

Returned items must be unworn, unused, in their original condition, and returned with all original packaging and tags. Items returned in a worn, damaged, altered, or incomplete condition may be refused or refunded only in part, reflecting any loss in value.

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.

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.

Because 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.

Bespoke and personalised pieces

Items that are genuinely made to your own measurements, customised, or personalised at your request are produced uniquely for you. In line with EU consumer law, these pieces are exempt from the standard right of withdrawal and are final sale. They cannot be returned or exchanged unless they arrive faulty or not as described.

How to start a return

To start a return, please visit our returns portal:

Start a Return: https://ilaneeofficial.shipping-portal.com/rp/

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.

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 that return shipment will be deducted from the final refund amount.

Customs duties, taxes and 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, and the cost of returning the item to us is your responsibility. Depending on your payment provider, it may take several business days for the refund to appear in your account. We may withhold the refund until we have received the returned item, or until you have provided proof that it has been sent back, whichever is earlier.

Non-returnable items

The following cannot be returned:

• Bespoke, custom-made, or personalised products made to your own measurements or customised at your request
• Gift cards
• Items returned in a worn, damaged, altered, or incomplete condition

 

Contact

If you have any questions regarding a return, please contact us at support@ilanee.com.