FAQ – ILA Official

FAQ

Where can I purchase ILA? Where can I purchase ILA?

ILA garments are available here at our ilaofficial.com online
store, besides here, you can find ILA in our stockists. Please see the Stockists page for
more information.

Can I place an order without creating an account? Can I place an order without creating an account?

Yes, you can place an order as a guest. However, if you create an account, you get the opportunity to save shipping and billing addresses in the address book, you will be able to view your order history and you can find tracking numbers for current orders. Also, you can get our exclusive offers just for our subscribers.

What payment methods do you accept? What payment methods do you accept?

We accept Visa, MasterCard and all other major credit cards, via the IYZICO checkout gateway. Unfortunately, we cannot accept Amex credit cards.

How can I contact you? How can I contact you?

You can contact us by sending an e-mail to info@ilaofficial.com and our customer service team will get back to you as soon as possible. Please allow up to 24 hours for a reply. Our customer service team is available online
5 days a week, Monday – Friday, and work across different time zones for our international customers. Any enquiries sent on the weekends or public holidays will be responded to the following business day.

What size should I order? What size should I order?

On each product page you can find all the individual garment fit notes. You can also contact us via email at info@ilaofficial.com and we’ll help figure out the best size for you.

Which countries do you ship to? Which countries do you ship to?

We offer global shipping with a flat rate standard to all destinations besides Russia. Packages will be sent from our central warehouse in Istanbul. See Shipping page for more information.

How long does it take to dispatch my order? How long does it take to dispatch my order?

We dispatch orders usually within 5-7 days. Please note that during sale periods our dispatch time can be longer. We cannot take responsibility, however, if the delivery time is longer than indicated. See the Shipping page
for more information.

What is your Return Policy? What is your Return Policy?

International: All of our sales are final. Therefore, we cannot accept returns and exchanges.

See the Returns & Exchanges page for more information.

What if the item I received is damaged or faulty? What if the item I received is damaged or faulty?

We strive to ensure all items sold are of the highest standard and quality. However, if you have a concern with a faulty or damaged item, please contact us straight away at info@ilaofficial.com so we can review the matter.

Is it safe to order from your online store? Is it safe to order from your online store?

Definitely. We do not store any credit card details nor do we share your personal information with any third party.

What if I want to change or cancel my order? What if I want to change or cancel my order?

If you no longer want your purchase after placing the order, you will need to submit a cancel request before the shipment is complete. Please note that once an order is shipped, it cannot be changed or cancelled. ILA cannot be held liable for the reimbursement of any shipping costs for change of mind purchases or due to the submission of incorrect shipping details when placing your order. Please ensure you check all shipping details carefully before submitting your order.

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