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CUSTOMER CARE

Have a question? Feel free to reach out to us by email at customercare@illaraofficial.com, Monday through Friday from 9:00am to 5:00pm PST. We look forward to hearing from you!

ORDERS

Orders are processed, shipped, and delivered Monday through Friday, excluding holidays. Please allow 2 business days for your order to be processed and dispatched for shipment. If for any reason your order is to be delayed or cancelled - due to stock, payment or otherwise - we will contact you via email. 

For UPS Next Day Air your order will be processed and shipped the same day if you place your order by 12pm PST Monday through Friday for next day delivery. 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 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

SHIPPING

ILLARA currently offers shipping within the United States. Orders cannot be shipped to P.O. boxes or APO/FPO addresses. We do not offer international shipping at this time.

Complimentary UPS Ground shipping is available for orders shipped within the contiguous United States. Shipping cost is paid by the customer and is a flat rate depending on the shipping method you choose. Expedited shipping is available for an additional fee at checkout.

Once your order is shipped, we estimate you will receive your order within 5-7 business days of its ship date. If you need your item(s) sooner, please select the 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. 

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 original condition, postmarked within 14 days of receipt of your order. All sale items are final sale - no refunds or exchanges are allowed. Original and return shipping costs are non-refundable.

To be eligible for a refund all items must be in their original condition and must include all original packaging, box and dust bag. ILLARA will not accept items that are damaged, altered, show any signs of use, or that are postmarked 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.

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 make 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 fee of $15 USD deducted from your refund.
  • Place your merchandise in the box it arrived in, with the return form with RMA number that was emailed to you and affix the prepaid shipping label to the outside of the box.
  • We request that you mail your package within 24 hours 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.

    • RECEIVING A REFUND

    Please allow up to 7 business days from the date we receive your package to process your return. Eligible refunds will be issued in the same form as the initial payment. We do not refund original or return shipping charges (with the exception of faulty items). 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.