Refund policy

 

At illenaii, every order is packed with care and sent out ready for you to enjoy. We want you to love every piece of clothing, accessory, and gift you receive — and if something isn't quite right, we're here to make it right. Please read our returns and refunds policy below so you know exactly where you stand.

Our Return Window You have 30 days from the date of delivery to request a return. If 30 days have passed since your item arrived, we're unfortunately unable to offer a refund or exchange. We recommend inspecting your order as soon as it lands (and trying on any apparel) so there's plenty of time to get in touch if needed.

Items Eligible for Return To be accepted for a return, items must meet the following conditions:

  • Returned within 30 days of the delivery date

  • In their original, unused, and unworn condition (with all original tags attached for clothing)

  • In original packaging, undamaged and unopened where applicable

  • Accompanied by proof of purchase (order number or confirmation email)

Non-Returnable Items For hygiene and safety reasons, the following items cannot be returned or refunded unless they arrive damaged or defective:

  • Worn, washed, or altered clothing

  • Intimates, swimwear, or earrings (if applicable)

  • Gifts that have been opened, used, or removed from their original packaging

  • Personalised or custom-made items

  • Items marked as final sale or clearance

  • Seasonal or limited-edition items where noted at the time of purchase

Return Scenarios

Change of Mind or Incorrect Size Changed your mind or realized you need a different size? No problem — we understand that sometimes an item doesn't fit quite right. If you'd like to return an item simply because of a change of mind or a sizing issue, you're welcome to do so within 30 days of delivery, provided the item is unused, unworn, and in its original packaging. In this case, the cost of return shipping is the responsibility of the customer. There are no restocking fees — we promise.

Damaged Items We take great care in packing your clothing and gifts, but on rare occasions, items can be damaged in transit. If your order arrives damaged, please contact us within 30 days of delivery with your order number and clear photographs of the damage. We will cover the cost of return shipping and arrange a full refund or replacement — whichever you prefer.

Wrong Items Received If we've sent you the wrong size, color, or any item that doesn't match your order, that's entirely on us. Please get in touch within 30 days with a photo of what you received and your order details. We will provide a prepaid return label and ensure the correct item is dispatched to you promptly, or issue a full refund if preferred.

Defective Items If an item arrives with a manufacturing defect — such as a torn seam, a broken zipper, or a flawed gift item — please contact us within 30 days. Return shipping is fully covered by illenai in all defective item cases. We'll arrange a replacement or a full refund to your original payment method.

Items That Never Arrived If your order hasn't arrived within the expected delivery window — 7–12 business days for UK orders or 9–14 business days for US orders (after a 2–3 business day processing period) — please reach out to us at Contact@illenaii.com. We'll investigate with our carrier and, where the item is confirmed lost, arrange either a full resend or a complete refund at no cost to you.

No Restocking Fees We never charge restocking fees on any return. What you paid is what comes back to you — simple and straightforward, just as it should be.

How to Initiate a Return Starting a return is easy. Here's what to do:

  • Step 1: Email us at Contact@illenaii.com with your order number, the item(s) you wish to return, and the reason for your return. If your item is damaged or defective, please attach clear photographs.

  • Step 2: Our team will respond within 48 hours (Monday to Friday, 9:00 AM – 6:00 PM GMT; Saturday, 10:00 AM – 4:00 PM GMT) with return instructions and, where applicable, a prepaid return label.

  • Step 3: Pack your item securely in its original packaging and send it back using the method we've confirmed.

  • Step 4: Once we receive and inspect your return, we'll process your refund within 5–10 business days.

Refunds All approved refunds are issued to your original payment method. Please allow 5–10 business days from the date we confirm your return has been received and approved for the funds to appear in your account. Processing times may vary slightly depending on your bank or payment provider. You will receive an email confirmation once your refund has been processed.

Contact Us Our friendly team is always happy to help — because every shopping experience deserves to go smoothly.

  • Email: Contact@illenaii.com

  • Phone: +1 302 4126256

  • Business Hours: Monday – Friday: 9:00 AM – 6:00 PM | Saturday: 10:00 AM – 4:00 PM | Sunday: Closed (GMT)

  • Address: 131 Continental Drive, Newark Delaware 19713, United States

We aim to respond to all enquiries within 48 hours. Thank you for shopping with illenaii!