Shipping & Returns
Last updated: November 13, 2026
We want you to love every ILONA product. If something isn’t right, our client services team is here to help.
At a glance
|
Free U.S. shipping |
On orders of $110 or more |
|
Order processing |
[1–2] business days |
|
Returns |
Within 30 days of delivery, opened or unopened |
|
Damaged or incorrect items |
Let us know within 7 days and we’ll make it right at no cost to you |
|
Refunds |
Issued within 3–5 business days of receiving your return |
|
Questions |
1-888-38-ILONA (1-888-384-5662) or clientservices@ilona.com |
Shipping
Processing. Orders placed by [12:00 p.m. Mountain Time] on a business day typically ship within [1–2] business days. Orders placed on weekends or holidays ship the next business day. During launches, sales and the holiday season, processing may take a little longer.
Shipping options and rates. Standard shipping is free on U.S. orders of $110 or more, before taxes and after discounts. Rates and estimated delivery times for all options are shown at checkout before you pay.
|
Method |
Estimated delivery after shipping |
Cost |
|
Standard |
[3–7] business days |
Free on orders of $110+; [$X.XX] below $110 |
|
Expedited |
[2–3] business days |
Calculated at checkout |
|
Overnight |
[1] business day |
Calculated at checkout |
Delivery estimates come from our carriers and are not guaranteed. We ship with [USPS, UPS and FedEx].
Tracking. Once your order ships, we’ll email you a tracking number.
Addresses. Please check your shipping address before placing your order. We ship to P.O. boxes and APO/FPO addresses by [USPS only]. If you need to change an address, contact us right away; once an order has shipped, we may not be able to redirect it.
If we can’t ship on time. If we can’t ship your order within the time stated, we’ll let you know and give you the choice to wait or cancel for a full refund.
International orders. We ship to [select countries]. International shipping rates are shown at checkout. You are responsible for any customs duties, taxes and brokerage fees charged by your country, and delivery times can vary with customs processing. For international shipping questions, email orders@ilona.com.
Lost or stolen packages. If your tracking shows your package as delivered but you can’t find it, please check with neighbors and your building’s mail area, then contact us within 7 days of the delivery date. We’ll file a claim with the carrier and work with you to resolve it.
Returns
Our promise. You may return products purchased on ilona.com within 30 days of delivery, opened or unopened. We know a shade may not be quite right or a formula may not suit your skin, and we want you to feel confident trying ILONA.
What can be returned
- Products purchased directly from ilona.com or by phone from ILONA
- Returned within 30 days of the delivery date
- In their original container, opened or unopened
What can’t be returned
- Products purchased from other retailers. Please contact the retailer where you bought them; their return policy applies.
- Returns requested more than 30 days after delivery
- Products returned without their original container or missing parts
- [Items marked final sale]
- Gift cards
Sets, bundles and gifts with purchase. Sets and bundles must be returned complete. If your order included a free gift and you return the items that qualified for it, please return the gift as well, or its value may be deducted from your refund.
How to return
- Contact us within 30 days of delivery at clientservices@ilona.com or 1-888-38-ILONA (1-888-384-5662). Please have your order number ready.
- Receive your Return Authorization (RA) number and return instructions from our team.
- Pack your return securely, write your RA number on the outside of the box, and ship it to the address we provide. Returns sent without an RA number may be delayed.
Return shipping is your responsibility unless the return is due to our error, such as a damaged or incorrect item. We recommend using a trackable shipping method.
Refunds
After we receive and inspect your return, we’ll email you and issue your refund to the original payment method within 3–5 business days. Your bank or card issuer may take an additional 5–10 business days to post it.
- Refunds are for the amount you paid, after any discounts or promotions.
- [Original shipping charges are not refundable unless the return is due to our error.]
- We don’t offer direct exchanges. To get a different product or shade, place a new order and return the original item.
Damaged, defective or incorrect items
If your order arrives damaged, is missing an item, or contains the wrong product, contact us within 7 days of delivery. A photo of the item and packaging helps us resolve it quickly. We’ll send a replacement or issue a refund, and we’ll cover any return shipping.
Fair use
We want to keep this generous return policy available to everyone. We may decline returns that show a pattern of excessive returns, reselling or abuse, and we may limit or refuse future orders in those cases.
Need help?
Our client services team is happy to help with orders, shipping and returns, and can place orders by phone.
ILONA, INC.
3201 East 2nd Avenue, Suite 300
Denver, Colorado 80206, U.S.A.
1-888-38-ILONA (1-888-384-5662), Monday through Friday, 10:00 a.m. to 5:00 p.m. Mountain Time
clientservices@ilona.com
We may update this policy from time to time. Changes apply to orders placed after the updated policy is posted.