Refund policy

Exchange & Return Policy

Any product purchased from the ILARA e-store cannot be exchanged or returned under normal circumstances. In the rare scenario where a faulty, damaged, or incomplete ready-to-wear item is delivered, you may contact our customer care team within 24 hours of receiving your order.

If the return request is approved, the item must be sent back in its original condition along with all original packaging, tags, and accessories. Items returned without original packaging or showing signs of use may not be accepted.

Once the article is received back at our warehouse and checked by our Quality Assurance team, we will facilitate either Online Store Credit or a refund. Upon approval of the refund request, please note that the refund will be processed within 21 working days.

Please note that no customer request will be entertained after 24 hours of receipt of the order.

Any mailing or shipping charges associated with returning a defective item are the sole responsibility of the customer.

Please contact our customer care team by emailing at:
contact@ilara.co

Once received, the team will get back to you within 48 hours.

Order Cancellation

Please note that your order can only be cancelled within 24 hours of purchase. A 5% cancellation fee will be deducted from the paid amount, and the remaining amount will be credited back to the original method of payment.

After 24 hours, no cancellations or refunds will be offered.

Online Store Credit

Online Store Credit is created by the customer care team and can be used to shop anything of the same value from the ILARA e-store.

The credit amount will be equal to the value of the returned product minus the shipping cost.

Online Store Credit is valid for 30 days from the date of issue.

Made to Order / Custom Stitched Outfits

Please note that Made to Order or Custom stitched outfits cannot be returned, exchanged, or refunded.

Sale Articles

Items purchased during a sale or promotional offer are considered final sale and cannot be returned, exchanged, or refunded.

Important Note

ILARA is not liable to refund the amount in the following events:

If the parcel is held by the Customs department of the destination country, the customer is responsible for providing all relevant documentation to the authorities. ILARA is not liable to refund the amount in the event of non-clearance of the parcel.

If custom duty charges are denied, the parcel may be discarded and the order amount will not be refunded.

If a customer refuses to accept the order at the time of delivery, ILARA is not liable to refund or compensate the order amount.

Shipment and Delays

ILARA strives to meet all estimated delivery timelines; however, please note that delivery dates are estimates and not guaranteed.

Domestic and international shipments may experience delays due to customs processing, carrier logistics, or high shipping volumes.

ILARA shall not be held liable for delays caused by circumstances beyond our control, including but not limited to:

  • Natural events

  • War or conflicts

  • Strikes or pandemics

  • Disruptions in global or local logistics networks

  • Government regulations or customs delays

To the maximum extent permitted by law, ILARA is not responsible for direct or consequential damages resulting from such delays.