Deliveries and Returns
Delivery options & COVID-19
We are continuing to send out Standard UK deliveries as normal with Royal Mail who are keeping the postal service going with social distancing.
Please bear with us if deliveries take a day or two longer than usual, as we are consolidating our deliveries.
Here is the information from the Royal Mail website to inform you of their current process:
At Royal Mail, we are actively monitoring the rapidly evolving coronavirus situation. The postal service is a key part of the UK’s infrastructure. The delivery of parcels and letters is an important way of keeping the country together and helping many people who may not have the option to leave their homes.
We will continue providing the best delivery service for you and protect the health of our people, and our customers. We have provided guidance to our people to help prevent the spread of any infection. We are doing so in line with preventative guidance from Public Health Authority. We have also made a series of adjustments to our parcel handling procedures. We are keeping our ways of working under continuous review.
Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus. From experience with other coronaviruses, we know that these types of viruses don’t survive long on objects, such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.
Please note that we will not be offering Express Delivery during this time.
|Delivery Options||Price||Shipping Time|
|Standard UK (orders over £80)||FREE||2 - 3 working days from dispatch|
|Standard UK (orders under £80)||£4||2 - 3 working days from dispatch|
|Express (UK only; excludes certain postcodes, please refer to our Delivery and Returns policy below for details)||£8||Guaranteed next working day by 1pm on orders placed by noon on a working day*|
|Europe||£10||3 - 5 working days from dispatch|
|Rest of World||£15||5 - 7 working days from dispatch|
All deliveries will require a signature on receipt.
* Delivery by 5.30pm the next working day in the following postcode areas:
|AB30-56 Aberdeen||IV21-28, 40, 52, 54 Inverness||KW1-14 Orkney||PA28-38 Argyll|
|PH15, 17-26 Perthshire||PH31-40 Perthshire||PH49 Ballachulish||PH50 Kinlochleven|
|HS1 Stornoway (Lewis)||HS3 Harris||HS4 Scalpay||HS5 Leverburgh|
|HS6 N Uist||HS7 Benbecula||HS8 S Uist||HS9 Castlebay (Barra)|
|IV41-51, 55-56 Skye||KA27 Arran||KA28 Cumbrae||PA41 Gigha|
|PA42-49 Islay||PA60 Jura||PA77 Tiree||KW15 Kirkwall Town|
|KW16 Stromness Town only||GY9 Alderney (Channel Islands)||ZE1 Lerwick (Shetlands)||HS3 Harris|
* Not available to the following postcodes:
|GY1 Herm only (Channel Islands)||GY9 Sark (Channel Islands)||HS2 Lewis||PA61 Colonsay|
|PA62-75 Mull||PA78 Coll||ZE2-3 Shetlands||KW16-17 Orkney|
|PH30 Corrour||PH41 Mallaig||PH42 Eigg & Muck||PH43-44 Rhum & Canna|
What is your delivery policy?
Standard UK delivery is free when you spend over £80 and costs £4 for orders under £80.
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.
|Albania||American Samoa||Andorra||Anguilla||Antigua and Barbuda||Argentina|
|Bhutan||Bolivia||Bosnia and Herzegovina||Brazil||British Indian Ocean Territory||British Virgin Islands|
|China||Christmas Island||Cocos (Keeling) Islands||Colombia||Cook Islands||Costa Rica|
|Dominican Republic||Ecuador||Estonia||Falkland Islands||Faroe Islands||Fiji|
|Finland||France||French Guiana||French Polynesia||Germany||Gibraltar|
|Guernsey||Guyana||Honduras||Hong Kong SAR China||Hungary||Iceland|
|India||Indonesia||Ireland||Isle of Man||Israel||Italy|
|Macau SAR China||Macedonia||Malaysia||Maldives||Malta||Martinique|
|Montserrat||Nauru||Nepal||Netherlands||Netherlands Antilles||New Caledonia|
|Palau||Panama||Papua New Guinea||Paraguay||Peru||Philippines|
|Pitcairn Islands||Poland||Portugal||Puerto Rico||Qatar||Romania|
|Russia||Saint Kitts and Nevis||Saint Lucia||Saudi Arabia||Serbia||Singapore|
|Slovakia||Slovenia||Solomon Islands||South Korea||Spain||Sri Lanka|
|Ukraine||United Arab Emirates||United Kingdom||United States||Uruguay||U.S. Virgin Islands|
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 email@example.com
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 5 weeks (we're giving you longer to send back to us due to the current COVID-19 situation) 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?
- Re-pack the item in its original packaging with labels and tags still attached.
- 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 by Royal Mail Freepost.
- Address the parcel to: FREEPOST ILU FITWEAR RETURNS. You do not need to add any other address details or use any stamps.
- 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.
How do I return an item from outside the UK?
- 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.
- 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 firstname.lastname@example.org, 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 email@example.com