shipping & returns
A. All deliveries are shipped from our warehouse in Pune, Maharashtra. Please allow us the following number of days to get you your order.
5 - 7 business days
- Avail FREE shipping on all PREPAID ORDERS ABOVE INR 999/-.
- INR 100/- for CASH ON DELIVERY ORDERS.
B. The delivery will be assigned against the signature of the customer. If you cannot be there to signature please suggest an alternative i.e. a family member, colleague, neighbour, etc.
C. Ilana takes no responsibility for deliveries that are signed by an alternate person.
D. Ilana will not be responsible for any damage after delivery.
E. Shipping and handling rates may vary based on the product, packaging, size, volume, type, and other considerations. The shipping and handling charges are given at the time of check out and consumers will know about this before making payments.
F. RETURNS AND REFUND
1. Ilana will refund in store credit/ replace products that have a defect, are damaged or do not match the order placed. Please email us within 48 hours of receipt of the product at orders@ilana.shop to proceed with returning the product and obtaining your replacement or store credit.
2. For product replacements due to damage/defect, no change in shade (wherever applicable) will be entertained. The product replaced will be same as mentioned in the original order
3. If the customer wants to cancel an order after receiving the shipping confirmation (while the order is already in transit) a freight charge of INR 100/- will be deducted from your refund.
4. Ilana doesn't accept any returns, once the order is delivered and accepted by the customer or any other concerned person.
5. We cannot accept returns of products that cause a skin reaction, since this type of response is caused by an individual’s sensitivity to an ingredient, and cannot be predicted by us. We strongly encourage our customers to do a patch test before using the product, in case they are sensitive to any ingredients.
6. We also recommend customers to read the product descriptions, expiry information and ingredients before placing any orders. Any objection regarding above information will not be entertained after the purchase is made.
7. In cases where the order is subject to a replacement due to some reason, and is applicable for a store credit, a shipping cost of INR 100/- will be deducted from the credit. Note: The return will be first picked up from the delivery address, examined at our facility and a refund/ credit note/ replacement would be issued.
8. For refund of products purchased during sales or discounts, the discounted rate paid for the product will be considered.
9. All refunds will be settled to the source the amount has been paid from. In case of store credit, the credit will be returned to the customer's store credit account.
10. Ilana holds the right to cancel any order at its own discretion.
For any further queries, you can contact us on orders@ilana.shop. Thank you for your co-operation.
Team ilana
11. Returns will not be accepted without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged.