How do I shop online?
Simply select which items you want from this website, choose your 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 via Paypal or use Mastercard, Visa, Domestic Maestro/Solo, Visa Electron, Maestro, JCB and Visa Delta.
How do I pay for Backorders?
Backorders are paid for up front in full. They are due to be sent out on the date shown on the website but this date can be subject to change (earlier or later) depending on production. As soon as backorders arrive in our warehouse they will be shipped. If there is going to be a delay you will be notified and given the option of a full refund. Due to the demand of popular styles and sizes our clients like to know their garment will be reserved for them via back order as popular styles often sell out as soon as they’re restocked.
How will I know that you have received my order?
When you place your order is completed you will automatically received an email containing details of the goods ordered and that your order is being processed. Once your goods have been picked, packaged and dispatched to you, we will then email you an order confirmation detailing your tracking details. 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?
Please contact our client care team at [email protected] ensuring you include your order number or call us on +44 (0)1908 760307.
What is your estimated delivery time?
When we receive your order items in stock will be shipped to you in 1-2 days in the UK and 10-14 days worldwide.
If you have requested any custimisations such as 2cm buttonholes to add your Roman Collar please allow an extra 5 days delivery time.
The delivery charge is £8 for deliveries in the UK, £18 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. Outside of the UK will follow the rules of your local postal service.
Refunds and Returns
Are there any guarantees?
100% satisfaction guaranteed. If you’re not completely satisfied simply return your order within 28 days for a refund of the purchase price, not including shipping. Returns must be sent back to the UK. Please clearly mark the outside of the parcel with “Returned Goods Relief”. Don’t send to our PO BOX, the return address is: House of ilona – Returns, 8 Wraxall Way, Ashland, Milton Keynes, MK6 4AF, United Kingdom.
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 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. Only the cost of the garment purchased will be refunded, not the shipping cost. 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 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, 8 Wraxall Way, Ashland, Milton Keynes, MK6 4AF, United Kingdom.
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”.
You will be refunded the cost of the item(s) not shipping cost. Shipping costs to you and return shipping costs are non-refundable.
How can I subscribe to the House of ilona newsletter?
Simply enter your name and email address on the bottom right on this page: http://houseofilona.com/fashions/clergy Our email newsletter will keep you up to date with 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.
What personal information do we collect from you and how?
House of ilona collects personal information in several ways when you place an order, buy a gift voucher for a friend, request a catalogue or register for a service offered by House of ilona. By registering, you are consenting to the collection of your personal data. If an order is placed with us, we need to hold personal information including your name, email address, phone numbers, home address and shipping address(es) so that we can process and fulfil your order.
How this information may be used, including anyone it might be shared with?
House of ilona may use your personal information for the processing of orders, payments and to provide you with a personalized shopping experience. We will also use your details to fulfil and deliver your orders and manage your account.
We may also use your personal information to send you marketing updates but only ever in accordance with your preferences (as detailed in the next section). We do not sell your details to third party marketing companies.
We do collate information about site traffic, sales and wish lists.
Finally, we may use your personal information for our internal marketing and demographic studies, together with non-personal data to monitor customer patterns so we can consistently improve our site design to better meet our visitors’ needs.
Marketing opt-in and opt-out provision
When you register, you will be given the option to opt-out of subscribing to our regular update service which will send you:
(i) Email alerts for new products, features, enhancements, special offers, upgrade opportunities, contests, events of interest, and one-off marketing promotions. Such alerts may include marketing information about House of ilona.
(ii) Direct mail alerts for new products, features, enhancements, special offers, upgrade opportunities, contests, events of interest, and one-off marketing promotions. Such alerts may include marketing information about House of ilona.
We do not sell or otherwise pass your details to third parties for marketing purposes. Marketing communications you subscribe to will only be sent by House of ilona.
At all times, we will offer you the opportunity to unsubscribe out of any service or update to which you have subscribed, if you change your mind. Any e-mail we send you will contain an easy automated unsubscribe link so that you can opt-out of that particular mailshot. Simply follow the indications in the e-mail. Alternatively you can change your email preferences or opt out of all emails by logging into My Account. To opt out of direct mail service or updates, please contact a House of ilona.com customer care representative on +44 (0)1098 760307 or by email at [email protected].
How you can access and if necessary, change the personal information House of ilona maintains?
If for any reason you are concerned that the personal information held by House of ilona is not correct, please visit the website and, after logging into the site using the “Sign In” menu on the home page, your personal information will be made available for review and change in the “My Account” section. Only you or may access your personal data from the website using your password and User ID.
Where and how to ask questions or file complaints?