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CUSTOMER CARE

Have a question? Feel free to reach out to us by email at customercare@illaraofficial.com.

ORDERS

Orders are processed and shipped within 2 business days of placing your order, Monday to Friday. Orders placed after 1:00pm PST will be processed the next business day. Processing times do not include weekends or U.S. holidays.

For next day delivery your order will be processed and shipped the same day if you place your order by 1:00pm PST Monday to Friday. If placing an order for next day delivery on Friday, delivery will be on Monday. 

ILLARA accepts the following forms of payment for online purchases: Visa, MasterCard, American Express, Discover, and PayPal. For all California orders sales tax does apply.

All products are subject to availability. Once an order is placed you will receive an email confirmation containing the details of your order. Upon your order being dispatched for shipment you will receive a shipping confirmation email with tracking details.

If you need to change or cancel an order please email us right away at customercare@illaraofficial.com and we will do our best to accommodate your request. Please note we cannot make any changes to orders once items have shipped.

For any questions regarding your order, please email customercare@illaraofficial.com

U.S. SHIPPING

ILLARA is pleased to offer complimentary ground shipping for U.S orders. Orders cannot be shipped to P.O. boxes or APO/FPO addresses. Expedited shipping is available for an additional fee at checkout. All orders are shipped via UPS.

Once your order has shipped, we estimate you will receive your order within 2-7 business days of its ship date. If you need your item(s) sooner, please select an expedited shipping option.

For security reasons all ILLARA online purchases require signature upon delivery. Please note that ILLARA is not responsible for damaged, lost or stolen items once a shipment is signed for and declared 'Delivered' by UPS. If you have any questions or issues regarding your shipment you can email us at customercare@illaraofficial.com.

U.S. RETURNS

We want you to be completely satisfied with your purchase. ILLARA offers a 14 day return policy. We will accept returns for a refund for items in new condition within 14 days of delivery of your order. Please note that ILLARA deducts $20 from your refund for return shipping and restocking. Original shipping costs are non-refundable. Items marked as Final Sale are not eligible for refunds or exchanges.

To be eligible for a refund all items must be in new, unused condition and include the original box, dust bag with original tags attached. ILLARA will not accept returns for items that are damaged, show any signs of use or wear, or returns that are requested outside of the 14 day return window. We reserve the right to refuse the return of any merchandise that does not meet the return policy requirements at ILLARA'S sole discretion. If your return is not accepted, it will be sent back to you at your expense and a refund will not be issued. We appreciate your understanding.

We are unable to accept returns for items purchased at other retail locations or websites. We do not offer merchandise exchanges at this time. 

All items are quality controlled before they are dispatched to customers. Should you receive an item that is damaged or incorrect, please notify us by email at customercare@illaraofficial.com within 3 days of receipt of your order and we will be happy to assist you.

U.S. RETURN INSTRUCTIONS

To process a return please follow the steps below. All returns must have a Return Merchandise Authorization (RMA) number. Please do not ship your return back without this authorization, as it will not be processed.

  • To start a return please email customercare@illaraofficial.com to request an RMA number and prepaid shipping label. Please include your order number, the item(s) you wish to return, and a brief reason for your return request.
  • We will reply with a return form with an RMA number and a prepaid shipping label. By using our prepaid UPS label, you agree to have the return shipping and restocking fee of $20 deducted from your refund.
  • Place your merchandise in the shipping box it arrived in, with the return form that was emailed to you and affix the prepaid shipping label to the outside of the box. Please include all original packaging with your return.
  • We request that you mail your package within 2 days of receiving your RMA number and shipping label to ensure a timely return. Drop off your package at a UPS facility. Please note we do not accept liability for returns that are damaged, lost or stolen, that have been dropped off at locations other than a UPS facility.

    • U.S. REFUNDS

    Please allow up to 7 business days from the date we receive your package to process your return. Eligible refunds will be issued to the original form of payment. Original shipping charges are non-refundable. All sales tax paid for CA orders will be refunded on eligible returned items. You will receive an email notification when your return has been processed. It may take 5-12 business days for your refund to reflect on your credit card or bank statement.

    PRODUCTS

    Please note that the exotic leather and semi-precious gemstones on ILLARA handbags may vary from the images shown on this website. Some variation in color, texture, and pattern in the leather is to be expected. We utilize natural semi-precious gemstones meaning that the color is unique to that particular stone. To learn more about the features of our exotic leather and materials we encourage you to visit our Material Guide page.

    We have made every effort to display as accurately as possible the colors of our products that appear on ILLARA. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any color will be completely accurate.