ILA THE BRAND LTD – Returns & Exchanges
ILA THE BRAND LTD offers a 14-day return window from the date your order is delivered. Your return must be shipped within these 14 days.
To start a return or exchange, please email info@ilaofficial.com with your name, order number, and request. Returns sent without prior email approval will not be accepted.
All approved returns are processed exclusively via DHL. Once your request is approved, a DHL return label will be sent to you via email. Please use this label to send your item back. Returns sent via other carriers will not be accepted.
RETURN CONDITIONS
All items must be:
- Unworn, unused, unwashed and undamaged
- In their original packaging with all tags attached
- Free from stains, scents, and any signs of wear
Please note:
- Bridal and sale items are eligible for exchange only
- Items purchased during seasonal discounts are not eligible for return or refund
- Returns and exchanges must be shipped from the same country the order was originally delivered to
- Unauthorised or non-compliant returns will be sent back to the customer
- A deduction may apply if the item shows handling beyond what is necessary to inspect it
DAMAGED OR INCORRECT ITEMS
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at info@ilaofficial.com with your order number, full name, email address, and clear photos of the issue. Minor variations from website photos do not constitute defects.
RETURN SHIPPING & REFUNDS
All returns must be shipped using the DHL label provided by our team. Return shipping costs are the customer's responsibility and may be deducted from your refund.
Once your return is received and inspected at our warehouse in Istanbul, Turkey, your refund will be issued within 5–7 business days to your original payment method. Processing times may vary depending on your bank or card issuer.
If your order was paid partly with store credit, that portion will be reissued as store credit and is not refundable in cash. The remaining amount will be refunded to the original payment method.
EXCHANGES
Exchanges are offered based on availability. Please email info@ilaofficial.com to confirm stock and reserve an item. Once your return arrives at our warehouse, the replacement will be shipped to the original delivery address. If you'd like to exchange for a different style, our team is happy to assist.
ORDER CANCELLATIONS
To check if a cancellation is possible, please email info@ilaofficial.com with your order number and request. We reserve the right to cancel orders that violate our Terms & Conditions or appear fraudulent.
YOUR RIGHTS UNDER UK LAW
If you are based in the United Kingdom, you have the right to cancel your order within 14 days of receiving it under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise this right, please notify us at info@ilaofficial.com within 14 days of delivery. Your refund will be processed within 14 days of us receiving the returned item.
CONTACT
For any questions, our team is always available at: info@ilaofficial.com
ILA THE BRAND LTD Office 403, Screenworks 22 Highbury Grove London, United Kingdom, N5 2ER