Effective Date: October 4, 2023
Thank you for shopping at ILONA.COM! We want you to be completely satisfied with your purchase. If you're not, we're here to help. Please review our return policy below.
You may be eligible for returns under the following conditions:
The product was purchased directly from our website (www.ilona.com).
The return request is initiated within 30 days from the date of delivery.
The product is in its original packaging opened or not, sealed or unsealed. We understand that sometimes shades are incorrect, or a formula might not be compatible with your skin!
Return requests for products purchased from authorized ILONA retailers should be directed to the respective retailer and are subject to their return policies.
To initiate a return, please follow these steps:
Contact our client service team at clientservices(at)ilona.com or call our toll-free number within 30 days of receiving the product.
Provide your order details, including order number, date, etc. (a screenshot or copy of your order page is acceptable.)
Once your return is approved, you will receive a Return Authorization (RA) number and detailed return instructions.
Return shipping costs are the responsibility of the customer unless the return is due to a mistake on our part (e.g., wrong item shipped, damaged product). Please ensure the product is securely packaged to prevent damage during return transit.
Upon receiving the returned product, we will inspect it to ensure it meets the eligibility criteria. If the return is approved, you will receive a full refund to the original payment method.
Damaged or Incorrect Items
If you receive a damaged or incorrect product, please contact our customer service team within 7 days of receiving the item. We will provide instructions for returning the item, and we will cover the return shipping costs.
The following items are non-returnable:
Products not purchased directly from our official website.
Products purchased outside the specified return window.
Products without original packaging or missing parts.
Refunds will be processed within 3-5 business days of receiving the returned product. Please allow additional time for the refund to reflect on your credit card account.
Changes to the Return Policy
We reserve the right to modify or update the return policy at any time. Any changes will be communicated on our website.
If you have any questions or need assistance, please don't hesitate to contact our client services department. Your satisfaction is our priority!
If you have any questions or concerns about this Shipping & Returns Policy, please contact us:
3201 East Second Avenue, Ste. 300
Denver, CO 80206 U.S.A