So you’ve received your order but something is not as expected. It happens. We accept returns of all items purchased from our website within 10 days past the delivery date. Read more about our return policy below.
When can I return?
“You wear it, you buy it” is our motto and we offer you 10 days to reflect if you want to keep your purchase. You can try on clothes but we don’t accept returned items that have been worn or used, items that have become damaged because of improper use or items returned after the 10-day cooling-off period.
We want this to go smoothly, so please fill in the returns form and include it in your return. To ensure your item(s) gets to us safely and on time, please use one of our recommended postal services (Post NL) and hold onto your tracking number. The returns address is printed on the returns label. Please note that we are not responsible for any missing, late, or damaged returns.
Depending on your bank, it can take up to 5 working days to process and get your refund to you. If you are returning your entire order, we’ll also reimburse the delivery costs (if applicable).
Received damaged goods, or had something break within your warranty? Oh no! We hate it when that happens, but here’s how we work with you to examine and try to resolve the issue.
Send an email to firstname.lastname@example.org listing the following:
A copy of your receipt or order number;
A clear picture of the damage;
A short description of the damage (and how it occurred if applicable).
We assess the damage. If we agree to repair the damage of your Ilana item(s), you’ll receive a special returns form for repairs. Send your item(s) and the form back to us, and we’ll try our hardest to have you rocking your items again within 2 weeks.
We believe in repairing items instead of exchanging, where possible. If your item is beyond repair, we’ll get in touch.