ILONA.COM
Effective Date: October 4, 2023
Last Updated: January 16, 2026
This Client Services & Care page provides general information regarding ordering, payment, shipping, returns, account access, product guidance, ingredient transparency, and accessibility. For full legal terms governing use of this website and purchases made through ILONA.COM, please refer to our Terms & Conditions, Privacy Policy, and Return & Refund Policy, each incorporated by reference as applicable.
After placing an order on ILONA.COM, you will receive an order confirmation email acknowledging receipt of your request. Order confirmations do not constitute acceptance of an order. ILONA, INC. reserves the right to cancel or limit quantities of any order in accordance with our Terms & Conditions.
Sales tax is applied where required by law. Orders shipped within the State of Colorado may be subject to applicable state and local sales tax.
ILONA.COM accepts major credit cards, including Visa, Mastercard, and American Express. You represent and warrant that you are authorized to use the payment method submitted at checkout.
For fraud prevention and payment verification, your billing information must match the details on file with your payment provider. ILONA, INC. reserves the right to cancel or refuse any order that cannot be verified or is flagged for potential fraud or unauthorized activity.
For alternative payment inquiries, please contact Client Services at (888) 38-ILONA.
International orders must be pre-paid by credit card or wire transfer. Checks and alternate payment methods are not permitted for international transactions.
If you have created an account, you may review past purchases by logging into your account and selecting Order History or Purchase History.
When your order ships, you will receive a shipment confirmation email with tracking information. Tracking updates are provided by the carrier and may not be immediately available after fulfillment.
Shipping charges are calculated at checkout based on the shipping destination, delivery method selected, and order characteristics (including weight and dimensional considerations). Shipping fees and handling charges (if any) are generally non-refundable except where required by law or where a shipment issue is attributable to ILONA’s error.
Delivery times displayed at checkout are estimates only and are not guaranteed. Delays may occur due to carrier limitations, weather events, customs processing (international), supply chain disruptions, or other circumstances beyond our control.
At this time, ILONA.COM does not support multiple “Ship To” addresses within a single order. Orders shipping to multiple addresses must be placed as separate transactions.
ILONA offers international shipping on a case-by-case basis and subject to carrier availability, destination requirements, and applicable export/import regulations.
International shipments may be tendered via USPS, DHL, UPS, or FedEx. Carrier selection may vary depending on destination, package weight/dimensions, delivery timelines, and service availability.
If you require a specific carrier, this preference should be clearly noted at the time of ordering. While ILONA will make commercially reasonable efforts to accommodate carrier requests, carrier availability and service limitations may apply.
If you prefer shipping charges to be billed directly to your own carrier account, please place your order through Client Services:
clientservices[at]ilona.com
(888) 38-ILONA
You may be asked to provide carrier name, account number, service level, and any required delivery instructions prior to shipment processing.
All international orders must be pre-paid prior to shipment. ILONA accepts international payments by:
Checks and alternate forms of payment are not accepted for international orders.
If a submitted credit card is declined, invalid, or not provided at the time the order is placed, ILONA may prepare the order for shipment and will email a secure payment link to complete payment prior to release. Orders will not ship until payment is received and confirmed.
International orders may be subject to import duties, VAT, brokerage fees, and other governmental charges assessed by the destination country or carrier. These charges are the responsibility of the recipient and are typically non-refundable.
For additional assistance with international ordering, contact Client Services at clientservices[at]ilona.com.
Returns, refunds, and eligibility requirements are governed by our Return & Refund Policy, which is incorporated by reference. Please review the policy prior to purchase for the most accurate and current return conditions, processing timelines, and exclusions.
Your privacy is important to ILONA. We collect and process personal information in accordance with our Privacy Policy, which explains what we collect, why we collect it, and how it is used and safeguarded.
Your access to and use of ILONA.COM, as well as all purchases made through the Site, are governed by our Terms & Conditions.
You may update your registration information by logging into your account and editing your profile details. You are responsible for maintaining accurate and current account information, including shipping and contact details.
Creating an account may allow you to:
Participation in marketing communications is optional and subject to your preferences and opt-out rights.
If you prefer not to receive promotional announcements, you may:
Please note: transactional messages (e.g., order confirmations, shipping notifications, and service communications) may still be sent as necessary to fulfill your order or respond to your inquiry.
Product availability may change without notice. Decisions to discontinue a product may be based on factors including ingredient availability, regulatory considerations, formula enhancements, consumer preferences, operational constraints, or supplier changes.
If you need assistance selecting a comparable replacement, please contact Client Services at (888) 38-ILONA.
ILONA, INC. and its subsidiaries do not test finished products on animals. We do not request or encourage animal testing by vendors, suppliers, or third parties on our behalf, except where required by applicable law or regulatory authorities.
ILONA is committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability. We continuously work to improve the accessibility and usability of ILONA.COM.
ILONA.COM strives to conform with the Web Content Accessibility Guidelines (WCAG) 2.1, with a target level of AA conformance. These guidelines are published by the World Wide Web Consortium (W3C) and are designed to improve access for individuals with disabilities.
Accessibility is an ongoing effort. We regularly evaluate our digital experience and seek improvements through updates, technical refinements, and usability enhancements.
If you experience any difficulty accessing content or functionality on ILONA.COM, please contact Client Services at clientservices[at]ilona.com or (888) 38-ILONA so we may assist you promptly.
This Accessibility Statement is intended to support compliance efforts under applicable accessibility laws and regulations, including the Americans with Disabilities Act (ADA) and related standards where applicable.
ILONA believes in ingredient transparency and provides product ingredient information to support informed purchasing decisions. Where applicable, product pages may include:
ILONA products may contain ingredients that could cause sensitivity for some individuals. Please review each product’s ingredient listing prior to purchase and use. If you have known sensitivities, we recommend patch testing before full application and consulting a qualified professional as needed.
Where applicable, we may identify certain active ingredients to assist client understanding and appropriate usage.
Where applicable, ILONA may display shelf life guidance and/or PAO information. Product performance and stability may vary based on storage conditions, handling, and exposure to air or light. Use products according to the labeling and instructions provided.
Product usage instructions (“Methods”) and any relevant precautions are provided on individual product pages. Clients are responsible for reviewing usage instructions prior to application.
Ingredient statements published on ILONA.COM reflect the most accurate information available at the time of content posting and manufacturing. Because formulations may evolve for performance, regulatory, or supply continuity reasons, we recommend referencing the product packaging for the most current ingredient listing.
ILONA endeavors to comply with applicable labeling and disclosure requirements, including relevant U.S. guidelines and commonly recognized international cosmetic standards where applicable.
This Ingredient Transparency section may be updated periodically to reflect changes in industry standards, regulations, or ILONA practices. The most current version will always be available on ILONA.COM.
Information provided on ILONA.COM is for general informational purposes only and is not intended as a substitute for professional or medical advice. Clients should consult a qualified professional regarding specific concerns, sensitivities, or conditions.
Client Services is available to assist with product selection and general skincare guidance within the ILONA assortment.
Hours: Monday through Friday, 9:00 AM – 5:00 PM (Mountain Time)
Phone: (888) 38-ILONA
Email: clientservices[at]ilona.com
If you have any questions regarding Client Services & Care, please contact:
ILONA, INC.
3201 East Second Avenue, Suite 300
Denver, CO 80206 U.S.A.
(888) 38-ILONA
clientservices[at]ilona.com
