Shipping and Returns

Where do you ship-

To every state and territory in Australia. If you are based internationally please email info@my-ilo.com and we can organise an international shipping option. 

Please note that we do not ship to Po Boxes. 

When can I expect my shipment-

In general, same-city deliveries arrive overnight and deliveries to nearby cities within 2-3 days. Though very speedy, Sendle does not currently offer an express or guaranteed overnight delivery service.

If you require express shipping, please email info@my-ilo.com. 

What is your return/exchange policy-

My ilo products are non-refundable. Your return will be honoured if a claim is filed within 7 days of receipt. The product must be received back in our warehouse within 21 days of receipt for an exchange or store credit to be given. Items returned must be in original condition with My ilo tags and packaging intact. We reserve the right to deny an exchange or store credit if the item(s) returned are not in original condition or do not meet our quality standards. 

To request a return authorisation, email info@my-ilo.com with your order number and reason for return. You will be contacted by a friendly customer service representative within 24 hours, Monday to Friday. 

• To make a return, please contact info@my-ilo.com.
• When making a return, we require that you send the tracking number, order number, and reason for return to info@my-ilo.com. In the event the package is lost, the customer will be responsible for tracking and routing the package back to My ilo and getting it to our warehouse within the time period allotted for a return to be accepted. Please keep your tracking number on record until the return confirmation email is received.
• Returns must be received within 21 days for an exchange. Any return received after the 21-day period will be returned to the sender.
• Returns can take up to 3 days after delivery for our e-commerce warehouse to process. Once we receive your return and confirm its condition is acceptable, we will process your exchange within 5 business days. Please note we reserve the right to reject returns on damaged goods that do not pass inspection upon receiving at our warehouse. Original shipping charges are non-refundable. Once your return is processed, you will receive an email confirmation. My ilo cannot accept responsibility for any packages lost, stolen, or damaged in transit.

To be eligible for a refund or exchange on a damaged item, you must first email us within 7 days of receiving the product. Please send us an email at info@my-ilo.com to alert us of faulty/damaged items (a photo is always helpful). 

When can I expect my refund-

Once a refund is issued, funds will be reimbursed to the original form of payment within 3-5 business days.