Deliveries and Returns

Deliveries

LAST CHRISTMAS SHIPPING DATES 2023*

For UK Standard Delivery please order by Wednesday midnight 20th December

Any orders placed after 21st December 2023 will be shipped in the first week of January 2024.

*All orders will be fulfilled using Royal Mail on or before their last published posting dates for Christmas.

Delivery options 

STOP PRESS: We are currently unable to offer UK express delivery. We will continue to offer UK Standard Delivery, which is free for orders over £100.  

All deliveries will require a signature on receipt. 

* Delivery by 5.30pm the next working day in the following postcode areas:

* Not available to the following postcodes:

What is your delivery policy?

Standard UK delivery is free when you spend over £100 and costs £4 for orders under £100. Express UK delivery costs £8 with delivery times as set out in the table above. 

We make every effort to deliver all products in accordance with the shipping times set out in the table above. Occasionally (for example at sale times or at Christmas) we may experience delays - we will notify you if this applies.

Please note that taxes and duties may apply to deliveries to an address outside the UK; these will be payable by you. Please contact your local customs officer for details.

Our delivery policy may change from time to time. Please check this page each time you order.

Where does ILU currently ship to?

We currently ship to the following countries.

Note: The list of countries we ship to may change without prior notice.

Don’t see your country listed? Get in touch with us at customercare@ilufitwear.com

Returns

What is your returns policy?

UK returns are free

We hope that you will love every ILU item you buy. However, we will refund any item you are unhappy with if you return it to us within 2 weeks of the date on which it is delivered, in accordance with the instructions below.

All returns must be in a saleable condition and packed as set out below. Please note that we do not consider products with make-up stains to be in a saleable condition - please take care when trying on garments.

All UK returns are free. Non-UK returns are at your cost.

Our returns policy may change from time to time. Please check this page each time you order.

How do I pack an item to be returned?

1. Re-pack the item in its original packaging with labels and tags still attached.
2. Complete and enclose the returns note that came with your package. If you haven't completed the Reason For Return section we will not be able to process your return.

How do I return an item from within the UK?

UK Returns may be returned free of charge. 

1. Address the parcel to: FREEPOST ILU FITWEAR RETURNS. You do not need to add any other address details, postcode or use any stamps. If your post office insists on a postcode, please inform them that this is the Royal Mail FREEPOST NAME service and ask them to contact their helpline if they need help processing your package. Please do not use a postcode as this causes the package to be delayed and potentially not reach us. 
2. Post the parcel at your local post office. Ensure you obtain proof of posting as you will need to provide us with it should your return parcel go missing. Post offices can provide proof of purchase without a postcode. 

How do I return an item from outside the UK?

1. Return the items by post to Ilu Fitwear Returns, 151 Haliburton Road, Twickenham TW1 1PE, UK. Ensure you obtain proof of posting as you will need to provide us with it should your return parcel go missing.
2. Please note you will need to cover the cost of returning items to us from outside the UK.

How do I return a faulty item?

If you believe your item is faulty and would like a refund, please email us at customercare@ilufitwear.com, advising us of your order number, along with the name/product code of the item affected and the details of the problem, so that we may investigate this for you.

Please return the item to us following the returns procedure set out above. We will examine the faulty product and let you know via email what refund you are entitled to.

How long will my refund take to be processed?

We will email you on receipt of any item returned to us and confirm whether you are entitled to a refund. Any refund will be made within 14 days of the refund confirmation.

Faulty products returned by you will be refunded in full, including a refund for any delivery charges for sending the item. Where the returned item is not faulty, and the return was not free of charge, we will only refund the price of the item.

If we do not receive your returned goods, we will ask you to provide the proof of postage. We may refuse a refund if we have not received the item and you are unable to provide proof of postage.

We will usually process refunds using the same method as you used to pay for your purchase.

Can I exchange an item?

Unfortunately, we are not currently able to process exchanges. If you would like to return an item, please return your item as outlined above and we will happily process a refund for you.

What are my cancellation rights?

If you are a customer in the European Union, you may cancel your contract with us at any time within 14 working days beginning on the day after you receive our product(s). Please see our Terms and Conditions for information on how to cancel an order.

For further advice on deliveries or returns please contact us at customercare@ilufitwear.com