Delivery/Return

ILIA e-Shop offers free delivery on all online orders. Or you can choose to pick up at ILIA Central Flagship Store in Hong Kong.

You may return or exchange your product purchased from ILIA e-Shop within 7 days from the day you receive your product. To make the return process easier for you, please contact ILIA Customer Service Centre at +852 3614 0360 (Tel), +852 9257 0306 (WhatsApp) or e-mail to [email protected] to arrange a return pickup by our logistics partner. You can also choose to return the product at ILIA Central Flagship Store.

For further information on the terms, conditions and methods of return and exchange, please consult the Terms and Conditions of Sale or contact ILIA Customer Service Centre.

In order to ensure your satisfaction, you may return or exchange your product purchased from ILIA e-Shop in accordance with the return and exchange policy set forth below. Returns of ILIA products that are not in compliance with the conditions and timeframes set forth below will not be accepted by ILIA.

You may return or exchange your product purchased from ILIA e-Shop within 7 days from the day you received your product, subject to the further terms and conditions set forth below.

Products that have been purchased at ILIA e-Shop may only be returned to ILIA Central Flagship Store in Hong Kong, in accordance with these Terms and Conditions of Sale. You may return the products according to the following steps:

  1. Please contact ILIA Customer Service Centre at +852 3614 0360 (Tel), +852 9257 0306 (WhatsApp) or e-mail to [email protected] to request for return of goods within 7 days from the day you receive your product, and agree on a pick-up date by our logistics partner or make an appointment with ILIA Central Flagship Store for the return date. You may be asked at this stage to provide product photos for us to make a first assessment of the condition of this product,
  2. The Customer Service Center will send you a Return Confirmation by email, after an initial assessment based on the photos of the product,
  3. You must include in the delivery package, the product, all its accessories, Fei Cui Testing Certificate and all other documents, in their original box. Please, seal the delivery package,
  4. On the agreed date, our logistics partner will bring you a pre-paid airway bill and pick up the sealed delivery package.

Please note that all costs involved in the return, including freight, insurance, taxes and duties, etc., are borne by the customer.

We will verify that the returned product satisfies the conditions of the return policy and, if so, then proceed with the applicable refund or exchange.

Your products must be returned in a new and unused state, in perfect condition, as well as with the original box and delivery package, including all its accessories, Fei Cui Testing Certificate and all other documents. We will not accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way.

All returns will be subject to Quality Control (QC) by ILIA to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be sent back to you at your own cost.

If the return complies with these Terms and Conditions of Sale, ILIA will refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within 7 working days. The refund amount will deduct the charges including freight and insurance paid by ILIA on behalf of the buyer, if any.

You may return a product purchased at ILIA e-Shop for exchange another ILIA product, provided that the return complies with these Terms and Conditions of Sale.

Exchange items must be available at ILIA e-Shop. If a product is returned for exchange with a less expensive product, we will refund the price difference to you. If a product is returned for exchange with a more expensive product, you will have to pay the price difference to ILIA.