How do I shop online?
Simply select which items you want from this website, choose your preferred size, then add them to your shopping basket. When you have finished shopping, follow the checkout procedure.
How do I pay for my order?
You can pay by Paypal and use Mastercard, Visa, Domestic Maestro/Solo, Visa Electron, Maestro, JCB and Visa Delta.
Select bank transfer for instructions on how to pay by BACS in the UK only.
How will I know that you have received my order?
When you place your order we will email you an acknowledgement containing details of the goods ordered. Please note this is not confirmation that your purchase has been processed. Once your goods have been dispatched to you we will then email you an order despatch detailing your products. This is confirmation that your order has been processed and is on its way.
Can I change my order after I’ve made it?
We start to process your order as soon as we receive it and usually cannot cancel or change it. However, if you change your mind after we accept your offer you can return any goods to us for a full refund. Email customer services on [email protected] and we will always do our best to accommodate you.
What should I do if I notice my personal details are incorrect after I have completed the ordering process?
What is your estimated delivery time?
When we receive your order items in stock will be shipped to you in 2-3 days in the UK and 5-7 days worldwide.
Garments that are not in stock at handmade by the House of ilona team, packaged and delivered to you within 10-14 days. Please allow an extra 5-7 days delivery time for orders outside the United Kingdom.
The delivery charge is £7 for deliveries in the UK, £14.50 for deliveries to European, USA and Worldwide.
Please make sure you leave your telephone number when ordering.
Can you deliver to a different address than my billing address?
Yes, you can specify your preferred delivery address when you place your order.
Where do you deliver?
We deliver to most postal areas in the UK, Europe, the USA and Worldwide. We also reserve the right not to deliver orders if we believe the address is not secure, if this affects your order, we will notify you as soon as possible.
What if I'm not in when you deliver?
Deliveries in the UK are usually made Monday to Friday between 9am and 5.30pm. If you or the intended recipient is not available, each time a delivery is attempted our courier will leave a card at the delivery address confirming that they have tried to deliver. Simply follow the instructions on this card to rearrange delivery.
Are there any guarantees?
100% satisfaction guaranteed. If you’re not completely satisfied simply return your order within 28 days for a full refund. Returns must be sent back to the UK. Please clearly mark the outside of the parcel with “Returned Goods Relief”.
What should I do if I no longer want the goods I ordered?
If, on receiving your order, you decide you do not wish to keep the goods, you can return any item you are not completely happy with within 28 days of the dispatch date for a full refund. On receipt of the returned item, and in accordance with our refund policy, we will refund the payment card the price paid for the item. You will receive an email confirming that the refund has been actioned and your card credited. Please see the final FAQ in this section for details of how to return your order.
What should I do if I have received the wrong item, or the item is faulty?
In either event, please return the relevant item to us for a full refund. On receipt of the returned item, we will refund the payment card the price paid for the item. Please see the final FAQ in this section for details of how to return your order.
What should I do if you have not sent me one of the items I ordered?
In this event, please contact our customer service team on [email protected] ensuring you include your order number or call us on +44 (0)1098 760307.
What is the procedure for returning an item to House of ilona?
You can post the item back to us at:
House of ilona – Returns
PO Box 5897
You will be asked the reason for the return and whether you wish to exchange the product or obtain a refund.
For returns outside of the UK please clearly mark the outside of the parcel with “Returned Goods Relief”.
How can I subscribe to the House of ilona newsletter?
Simply enter your name and email address on the top right on this page. Our email newsletter will keep you up to date with all our latest fashions, new arrivals and promotions.
How can I unsubscribe from the House of ilona newsletter?
If you decide that you no longer want to receive our email newsletter, you can unsubscribe using the link at the bottom of the last email you received.
How safe is it to shop on the House of ilona website?
Please rest assured that we take the privacy and security of your personal and payment details very seriously. We work hard to ensure that we only use your information in the ways you want us to. To ensure this, our website uses high-level SSL encryption technology – the most advanced security software currently available for online transactions.
How do I use my coupon online?
When you checkout enter your coupon code in the box and press update.
To help us make our service even better we would be grateful for a few minutes of your time.
We greatly value your custom and opinion so please support us by emailing any feedback you have about the House of ilona Website to [email protected]
Thank you for helping us to make your shopping experience even better and we look forward to welcoming you back soon.