Shipping and Returns Policy.

Shipping

United Kingdom
Complimentary insured delivery within the UK on all orders.
All pieces are carefully packaged and fully insured during transit.

International Orders
We are currently shipping within the UK.
If you are based overseas, please get in touch. We are happy to arrange insured international delivery on request.

General Policy

Contact Period: Notify Ilona London Limited within 2 working days of receipt, if you are unhappy with your purchase.
Return Period: You have 14 days from receiving your item to return it.
Non-Returnable Items:
- Purchases made in-person are non-refundable. You may either request an exchange or credit note within fourteen (14) days of receipt of the Goods.
- Rings that have been re-sized
- Any other items that have been sized or altered on your behalf
- Bespoke pieces of jewellery
- Items sourced at the request of a Client
- Items returned which are deemed to be damaged or altered, since having left the office of Ilona London Limited.

Return Process
1. Initiate a Return: Contact us at ilona@ilonalondon.com to start the return process.
2. Return Approval: If your return is accepted, we will discuss the best return method.

UK Returns
- Cost and Condition: Items must be sent at your expense. We will only accept goods that are unworn, undamaged and in the original box. 
- Refund Method: Refunds will be processed via the original payment method.
- Method of Return: Must be agreed upon in advance to avoid incurring duty charges. Any duty charges due to incorrect return methods will be deducted from your refund.
- Postage Costs: Return postage costs are the buyer's responsibility.
- Shipping Method: Returns must be sent via tracked and signed services.
- Liability: Ilona London Limited is not liable for returns not received.

International Returns
- Case-by-Case Basis: Contact us for further information as international returns can involve customs duties.
Contact: ilona@ilonalondon.com

Damages and Issues
Inspection: Inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect to resolve the issue.

Refunds
- Notification: You will be notified once we’ve received and inspected your return.
- Approval: If approved, you’ll be automatically refunded via your original payment method.
- Processing Time: It may take some time for your bank or credit card company to process and post the refund.