Refund & Returns
To be eligible for a return your item must be unused, in the same condition that you received it and evidence of posting is provided. Please ensure all glass jars are wrapped securely and lids are safely adhered to jars. To return your product please contact us at shop@ilys.ie. Our policy lasts 28 days.
Please read below for our FAQs.
There are certain situations where full refunds my be denied or partial refunds granted i.e. diminished value.
* Any item not in its original condition, is damaged or missing parts/ seals for reasons not due to our error.
Excluded Returns
* Gift cards
* Skincare items (unless damaged or defective) e.g. sugar polishes, massage candles are tamper proof sealed for your safety.
Change of mind
We want you to be happy with our products, however you have the right to change your mind regarding your purchase (see Excluded Returns above). Please inform us within 14 days of delivery your intention to cancel your order. All items must be unused, in original packaging and returned with proof of posting, within 14 days after your notice to cancel.
Return shipping costs are borne by you for change of mind returns. If a refund is sought you will be refunded your full purchase cost at the standard shipping rate (see Shipping below).
If you require an exchange, item(s) of the same value will be sent to you at no additional cost. If you wish to exchange your purchase for a higher value, you will only pay the difference in price.
It is your responsibility to ensure the item(s) are kept safe and in good condition as you may be liable for diminished value. Once this 'cooling off' period has lapsed, we are not able to offer any refund or exchange under this condition.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your refund.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, usually within 7 working days.
Late or missing refunds
If you haven’t received your refund after 7 working days, first check your credit card provider or your lending institution. This can take up to 10 working days to process and may take some time before your refund is officially posted. There is often some processing time before a refund is posted especially during weekends or bank holidays.
Sale Goods
Only regular priced item(s) are eligible for refunds, unfortunately sale items are not. If the sale item(s) is defective or damaged, we will endeavour to offer an exchange of same or equal sale value. See Excluded Returns above.
Defective and Damaged Goods
All skincare items which have had their seals broken are excluded from our Refund & Return Policy for health and hygiene reasons.
We will happily replace our item(s) if they arrive defective or damaged, as a result of our fault.
Please do not accept items from the courier if there are signs of damage. Our liability ceases once your delivery passes to a third-party.
If you require an exchange for the same item(s) or a refund, send us an email at shop@ilys.ie and we will forward a return address.
Photo evidence of damage or defectiveness, proof of purchase and posting must be provided in all cases. We will reimburse standard shipping costs of the defective or damaged item(s) once shipped within the ROI, NI, UK or Europe and received the return.
Shipping
Item(s) shipped either by Standard or Tracked services will only be covered up to the cost of standard shipping only.
You will be responsible for paying your own shipping costs for returning your item(s) in all circumstances except for damaged or faulty goods.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping returned items over €45, you should consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.