Shipping and Return policy

ILOLI ("we" and "us") is the operator of (https://iloli.fr) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.


1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.


2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.


3. Returns

 

3.1 Return & Refund policy

YOUR CONSUMER RIGHT OF RETURN AND REFUND

If, for any reason, you are not satisfied with your purchase, please contact us by emailing contact@iloli.fr within 14 days of receiving the item(s). To return any item(s) you must also contact us by email. 

Please do not ship the item(s) until you have received an email from us confirming your return.

Please be aware that we will only accept the return of item(s) if they are in an unused condition, in the original undamaged packaging or packaging of similar quality and shipped us at your expense.  All parcels are sent back at your own risk. We would advise using recorded delivery as the parcel is not our responsibility until we sign for it. We would strongly recommend that prior to shipping you:

  1. Take clear photographs of any item(s) returned and email these to us.
  2. If any item(s) are fragile then clearly mark all parcels with “Fragile” as we cannot be held responsible for any damage caused in shipping the items to us.

Once we have received your email, we will confirm whether you are eligible for a return or exchange. In the case of a refund, the amount owed will be refunded to the original source of payment excluding shipping costs and international customs fees, if applicable. These will be made within 10 business days of the return.

You do not have the right to change your mind and cancel the contract between us for bespoke orders, such as editions, or where a product has been made to your specifications and is clearly personalised unless that product is faulty.


3.2 Warranty Returns

ILOLI will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.

Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.

Upon return receipt of items for warranty claim, you can expect ILOLI to process your warranty claim within 7 days.

Once warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method

(b) a refund in store credit

(c) a replacement item sent to you (if stock is available)


4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 8 days


4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.


4.3 Dispatch Time

Orders are usually dispatched within 2 - 8  business days of payment of order

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.


4.4 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.


4.5 P.O. Box Shipping

ILOLI will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.


4.6 Military Address Shipping

We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

4.7 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.


4.8 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.


5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.


6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.


7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website


7.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and ILOLI encourage you to be aware of these potential costs before placing an order with us.

If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to ILOLI at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.


8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

 

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.


9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.


9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.


10. Customer service

For all customer service enquiries, please email us at contact@iloli.fr