Client Care

ILONA, INC.
3201 East Second Avenue
Denver, CO 80206
U.S.A.
1.888.38.ILONA (45662)
Visit our contact us page for more information.
SALES TAX
Shipments within Colorado are subject to 3.7% Sales Tax on all purchases.

PAYMENT OPTIONS
Use Visa, MasterCard, and American Express. Your billing address must match the billing address on your credit card, but your shipping address may differ. Any other method of payment, i.e. check, money order, must be made through our ILONA To Your Door Mail Order program. Contact 1.888.38.ILONA to place your order when paying by these other methods. Do not send cash! Sorry, no C.O.D. deliveries.

ILONA DIVIDENDS
As of December 31, 2003 the ILONA Dividends discount program was discontinued. Prior to this date, Dividends can only be redeemed by placing your order via our ILONA To Your Door Mail Order service at 1.888.38.ILONA (45662)

ORDER HISTORY
At this time, our Web site does not maintain an order history of previous purchases. You will be asked to enter your information in its entirety for each order.

To request a copy of your Order History, please send a request to orders@ilona.com. Please allow 5-7 days for processing.

ORDER TRACKING
Please contact our Client Service Center at 1.888.38.ILONA for the status of your order.

BACKORDERS
If an item you have selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. Your order will be charged for the item upon checkout, but will be shipped without any additional charges. If for any reason you wish to cancel a backordered item, please contact us at 1.888.38.ILONA.

PRE-SALE ITEMS
Some items that are not yet available for sale, may be "reserved" through Pre-sale. Pre-sale allows clients to reserve a soon-to-be-released product as soon as it becomes available. Pre-sale items are shipped via standard shipping with no additional shipping charge. Pre-sale items will state an "Arrival Date" (i.e., December 15, 2003) the item is expected to arrive at our warehouse for shipment. We will confirm shipment of your Pre-Sale via email notification. Sorry, Pre-Sales item can not be combined with other shipments. You will not be charged until the item(s) has been shipped.

COLOR ACCURACY
Due to deficiencies inherent on the World Wide Web, exact shade replication is difficult. Please know that every measure was taken to accurately translate each shade for visitors at our site.

VIEW SHOPPING BAG
When you finish shopping, click "Shopping Bag" on the left of any of web page and take a final look at your selections.

When you are ready to checkout, click the "Checkout" button and follow the prompts that will guide you through the checkout process. Click ""Submit"" as the final step in the checkout process to send us your order.

Once your order is processed, you will see a confirmation page letting you know your order number and that it has been received, followed by a confirmation email with your order details for your records. If you have any problems while submitting your order, please contact our Internet Help Desk 1.888.38.ILONA (45662), Monday through Friday, 9 a.m. to 5:30 p.m., Mountain Time.

EDIT SHOPPING BAG
When you finish shopping, click "Shopping Bag" on the left of any of web page and take a final look at your selections. At this time, you will be able to remove, increase or decrease any and/or all your selections. However, once you have clicked "proceed to checkout" you will not be able to make further changes to your shopping bag. Please contact our Client Service Center at 1.888.38.ILONA for assistance in the event you need to change your order after the final checkout process.

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CALCULATING SHIPPING RATES
Shipping and handling charges are determined by the merchandise total of your order before any deductions. Not subject to special offers. Rates are calculated before taxes.

SHIPMENT CONFIRMATION
Once you have submitted your order for checkout, a page will open for your review. Please print this page for your records. You will also receive an email confirmation providing you with the details of your order.

MULTIPLE SHIP TO ADDRESSES
At this time, we are unable to process multiple "Ship To" orders online. Orders to more than one address will require individual orders.

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INSTITUTE GIFT CERTIFICATES
Institute Gift Certificates are shipped via First Class Mail via the United States Post Office.

Gift Certificate orders combined with product purchases will be included in the same shipment, and are not subject to shipping charges. To ship a Gift Certificate to an alternate address, a separate order must be placed.

Click here to build your own gift certificate or choose from one of our popular package specials.

Institute Gift Certificates are not redeemable online. At this time, we do not offer eGift Certificates for online purchases.

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UNCONDITIONAL GUARANTEE
At ILONA, we stand behind our products. That is why we offer a thirty (30)-day, unconditional satisfaction guarantee. If, within 30 days of purchasing a product you are not completely satisfied, simply return the unused product and we'll exchange it or refund the credit card used for purchase.

RETURNS & EXCHANGES
It happens, albeit infrequently, that a client is dissatisfied with her (or his) purchase. To allow ample opportunity for you to experience and benefit from our products, you have 30 days in which to return or exchange all, or a portion of your purchases. Return postage is the responsibility of the client. We apologize, but return shipping fees will not be refundable. Insurance and proof-of-delivery are advised when returning your items. Please include your original receipt. If your package was damaged in shipment by the carrier, save the box and the merchandise and notify us immediately at 1.888.38.ILONA. If there is an error with your shipment, please contact our Client Service Center immediately upon receipt. We will rectify the mistake, posthaste!

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YOUR PRIVACY
See our Privacy Policy

LEGAL INFORMATION
See our Terms & Conditions

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UPDATE YOUR ACCOUNT PROFILE
To change or modify your registration information, please re-register with the corrected information and our database will be automatically updated.

WHY REGISTER?
Registering has its rewards. Here are just a few: Be the first to know when new products are introduced. Receive special offers and announcements. Be a part of national sampling campaigns, and much more. ILONA is committed to safeguarding the privacy of our customers. For more information about how your personal information is protected, see our Privacy Policy. If you want to register now, click here.

HOW TO UN-REGISTER?
If you do not wish to receive future announcements, special offers or samples, please email us at optout@ilona.com with the word "REMOVE" in the subject line. Please allow up to two weeks for your request to be processed.

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DISCONTINUED PRODUCTS
Whenever a product or shade is discontinued, it is not done capriciously or without taking into account many important factors. Decisions to discontinue a product are made in response to consumer preferences and purchasing patterns throughout the country. Sometimes, a product is discontinued to make room in the line for a more technologically advanced formula.

PRODUCTS ANIMAL TESTING
ILONA does not test on animals, nor do we sanction or encourage testing by vendors and suppliers. We support all initiatives to find alternative and ethical testing procedures that ensure product safety, quality and efficacy.

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GIFT WRAP
Gift wrapping is not available at this time.

CORPORATE GIFTS
Whether you wish to express your gratitude, congratulations, or seasonal wishes, giving a personal gift from your company says you care with style. To learn more about our corporate gift-giving services, please contact us toll-free at 1-888.38.ILONA to speak with a Corporate Service Representative. We can work with you to develop a gift-giving plan personally suited to your company's needs.

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Since 1971, the renowned ILONA Skincare Institute has been located at 3201 East Second Ave in the prominent Cherry Creek North Shopping District in Denver, Colorado. The Institute can be reached at 303.322.4212, and is open Monday through Saturday. We suggest scheduling appointments well in advance to guarantee space and time availability, 24-hour cancellation (48 hours for multiple services) is required.

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