Returns & Refunds

If something isn’t right with your order, we’ll work with you to find a solution. Here’s how our return and refund process works.

First: Contact Us

Please contact us before returning any item. Simply email us at contact@ilinao.com with your order number and a brief description of your issue. We’ll get back to you as quickly as possible and help find the best solution.

Returns sent without prior authorisation may not be processed.

Defective or Damaged Items

If your item arrives defective or damaged, please contact us within 30 days of delivery at contact@ilinao.com with your order number and a photo showing the issue.

Once the issue has been confirmed, we will promptly send you a replacement or issue a full refund. In most cases, no return is required.

Received the Wrong Item

If you received the wrong item, please contact us within 30 days with your order number and a photo of the item received.

Once verified, we will send you the correct item or issue a refund.

How Refunds Work

Approved refunds will automatically be issued to your original payment method.

Refunds are usually processed within 5 to 10 business days. Depending on your bank or payment provider, it may take slightly longer for the funds to appear in your account.

Return Shipping Costs

For returns that have been approved by us, return shipping costs are the responsibility of the customer unless the item is faulty, damaged or incorrect.

We recommend using a trackable shipping method and keeping your proof of postage until the return process has been fully completed.

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Shipping & Delivery

Processing & Shipping Times

Orders are usually processed and shipped within 24 hours of being placed.

You will receive an order confirmation email after placing your order, followed by another email containing your tracking number once your parcel has been shipped.

Delivery Times

The average delivery time is 7 to 10 business days from the shipping date.

International Shipments

As our orders may be shipped internationally, occasional delays may occur due to circumstances such as customs clearance or high shipping volumes.

These delays are outside our control.

Order Tracking

Once your order has been shipped, you will receive a tracking number by email.

You can check the current status of your parcel at any time here:

https://ilinao.com/apps/track123

Parcel Marked as Delivered but Not Received?

Sometimes parcels may be marked as “delivered” shortly before they are actually delivered.

Please first check your mailbox, entrance, surrounding area and, where applicable, ask neighbours or your building management.

If your parcel has still not arrived after 48 hours, contact us at contact@ilinao.com. We will contact the shipping carrier to help investigate the delivery.

If the tracking information confirms successful delivery to the correct address but the parcel still cannot be located, we may ask you to submit a claim with the shipping carrier so the delivery can be investigated.

Incorrect Shipping Address

Please carefully check your shipping address before submitting your order.

If you notice an error, contact us as quickly as possible at contact@ilinao.com. We will do our best to correct the address before the order is shipped.

Once an order has been shipped, the delivery address can no longer be changed.

If a parcel is returned because an incorrect or incomplete address was provided, please contact us so we can arrange redelivery. Additional shipping charges may apply.

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Cancellation & Statutory Rights

If you purchase goods from Ilinao online, you generally have the right to cancel your order within 14 days of receiving your goods without giving a reason, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise your right to cancel, please contact us at contact@ilinao.com within 14 days of receiving your order and clearly state that you wish to cancel your purchase.

After notifying us of your cancellation, you must return the goods within 14 days. We will provide you with the appropriate return instructions and return address by email.

Unless the goods are faulty, damaged or incorrect, you are responsible for the cost of returning the goods.

Returned items must not have been handled beyond what is reasonably necessary to inspect them. We may make a deduction from your refund if the value of the goods has been reduced as a result of unnecessary handling.

Where applicable, we will refund the price paid for the goods as well as the cost of our standard delivery option. Any additional amount paid for an enhanced or express delivery service is not refundable beyond the cost of standard delivery.

Refunds will be issued to your original payment method within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever occurs first.

Your statutory rights are not affected by this policy.