Delivery & Returns

Delivery

The costs of delivery will be as displayed to you on our Website. As every order is unique, shipping costs will vary depending on the size, weight and destination of your chosen items. Brand Partners may offer, Express delivery or Same Day delivery on certain items.

Cancelling your order

The right to cancel an order is at the discretion of the relevant Brand Partners, and you may be allowed you to cancel your order before it has been accepted and prepared.

If a Brand Partner has already started preparing your order, you won’t be able to cancel your order. You can however return the items in line with our returns policy.

Returning your item(s)

You can return your item if you no longer want it or if the item is faulty. You will 28 days to return your order to us and request a refund if you no longer want the items. If the items are faulty, you have the right to request a replacement or refund.

Whilst every effort is made to ensure you will receive a replacement, in some instances we will be unable to offer you a replacement, in these instances we will process a refund in line with our refunds policy.

Returns Policy

Your returned items must comply with our returns policy:

Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.

Item must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.

please take care not to mark the soles or damage the shoe box.

security tag or brand tag attached, it must be returned with the tag in its original position.

Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.

Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.

Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.

Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you.

Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.

Refunds policy

We will refund you the price you paid for the products including delivery costs, by the method you used for payment.

We will make any refunds due to you as soon as possible. In any event, we aim to process your refund within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

Our rights to refuse or cancel an order

We may refuse or cancel an order an order (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account. You can get in touch with at any time, if you think we have cancelled your order in error.

How to return an item(s)

You can notify us by emailing hi@ilana.uk the items you want to return.

A return slip will be sent to you including the item(s) you wish to return;

Ensure your item(s) are in the original packaging;

Seal your package and place your Returns Label on the package;

Take your parcel to your local Post Office branch or Royal Mail Customer Service Point;

Ensure you obtain proof of postage.