SHIPPING AND RETURNS

PACKAGING AND SHIPPING TIMES
Packaging and order preparation times require on average 1 working day (excluding Saturday and Sunday).
The package will be shipped via Express Courier.
DELIVERY TIME
The delivery times of the Express Courier are:
– Italy: 1-2 working days
– EU countries: 3-5 working days
– Other Countries: Depends on the country (contact us for more details)
If the package does not arrive within these deadlines, please contact us, we will take care to resolve the problem.
TRACKING
Once we ship the package, it will always be possible to monitor its position by tracking system.
If you have not received the confirmation email with the tracking number, please contact us.
In case of your absence at delivery time, the Courier will leave a notice. It will be possible to set a new date for the return.
If the product or package is damaged upon delivery, please sign the delivery note with Specific Reservation:
“Parcel damaged on delivery”.
To contact our customer service: ordini.ecommerce@illa.it

RETURNS
If for any reason the customer is not satisfied with the purchase, it will be possible to return the products partially or totally within 30 days from the date of receipt.
For orders purchased in promotion, the return period is 14 days.
If you receive a damaged and / or incorrect product, contact our Customer Care team immediately via email: ordini.ecommerce@illa.it
RETURN INSTRUCTIONS
Making a return on www.illa.it is simple.
ITALY
Contact the Customer Service of www.illa.it by sending an email to: ordini.ecommerce@illa.it
communicating your order number, name and surname, quantity and reason for the return.
For orders with delivery in Italy, the return of the items is free.
We undertake to refund the price as soon as possible from receipt of the returned products provided that:
• The returned products are complete with their original packaging
• The returned products show no signs of wear or damage
We reserve the right to refuse the return of those products that do not comply with the above requirements.
If the return is accepted, we will email the customer instructions on how and where to end the package. Items returned without first requesting a return will not be accepted.
EEC COUNTRIES (EXCLUDING ITALY) – EXTRA EEC
The right of withdrawal must be exercised by the customer by sending an email to the address ordini.ecommerce@illa.it specifying their order number, name and surname.
The shipping costs for returning the items are charged to the customer.
We undertake to refund the price as soon as possible from receipt of the returned products provided that:
• The returned products are complete with their original packaging
• The returned products show no signs of wear or damage
We reserve the right to refuse the return of those products that do not comply with the above requirements.
If the return is accepted, the refund amount will be equivalent to the amount of the products actually accepted in the return, net of shipping costs, customs duties and taxes that will not be refunded.
Items returned without first requesting a return will not be accepted.
EXCEPTIONS / NON-RETURNABLE ITEMS
Some types of items cannot be returned, such as personalized products (special orders or custom-made items). Please get in touch if you have any questions or concerns about your specific item.
WHEN WILL I BE REFUNDED?
The refund will be made once the return arrives at our warehouses and the products will be verified as compliant with the Return Policy and then accepted the return. The refund will be made within a maximum of 14 working days from the date of receipt of the return and will be communicated to you by email. You will receive the refund through the payment method chosen at the time of purchase.
The refund amount will be equivalent to the amount of the products actually accepted in the return, net of shipping costs.
EXCHANGE OF GOODS
Currently we do not offer a goods exchange service, but the customer can return the items. If you would like a different product or size, you can place a new order.