FAQ
Before contacting us, please take time to read through our FAQs which may provide the answer to your questions. If you cannot find your answer and want to get in touch then please email: support@illait.com.
Q. When will my order arrive?
A. Most orders are processed within 2-3 working days of ordering with exception of of orders made on the weekends (Friday-Sunday), these orders will be processed on the next business day (Monday).
An email confirmation will be sent to the email address given on your order once the order has been dispatched with your tracking number.
All orders are sent fully tracked from our nearest warehouse based on your location. When your order is shipped you will receive an email with your tracking link.
We use partners such as, but not limited to: UPS, Fedex, USPS, DHL, Canada Post, Royal Mail, Australia Post, New Zealand Post.
These are estimated shipping times based on current shipping*
USA, Canada: 7 - 10 business days
Uk,Europe: 7 - 15 business days
Australia, New Zealand: 7 - 15 business days
*Times may vary due to busy shipping periods or national holidays or other unforeseen events such as Covid-19.
Q. Has my order shipped yet?
A. Orders are usually shipped within 2-4 business days, sometimes sooner. You will receive an email when your order is dispatched, please check your SPAM/JUNK box just in case it slips in there. If you cannot find your dispatch email or think you may have deleted it, contact us at support@illait.com and we can give you real time information on whether your order has been dispatched or not.
Q. My item arrived broken or damaged what can I do?
A. If your product is damaged then please take photos and send them to us at support@illait.com. We are not responsible for any damages to boxes, cases or other packaging. We always make sure we sufficiently protect the product. However, its the carriers responsibility to handle them with care, we have no control over this.
Q. I ordered two or more items, why did I only receive one?
A. When you order multiple orders at a time they might be shipped separately as products are shipped from different warehouses that we own. You may receive one item before the next. So don't be alarmed if you don't receive all the items at once..they will arrive!
Q. I need to cancel or change my order how do I do this?
A. We always do our best to cancel your order, however if your order has already been shipped or processed then we cannot cancel your order.
If you would like to change your order then please do contact us ASAP. We will try our best to accommodate changes provided your order has not already shipped. If your order has been shipped then we will not be able to change the order but we always welcome a return if you would like to.
Q. My order is still not here please help?
A. Firstly, please do not worry it is on the way. If your order has taken longer than four weeks from dispatch then please contact us and we will look into it for you. We urge you to please allow this time before contacting us. We offer a money back guarantee or will have your order resent.
Q. I put the wrong address for my order, can I change it?
A. If you hav entered the incorrect delivery address on your order then please contact us ASAP. If your order has not been shipped or processed then we can update your delivery address no problem. If the order has been shipped or processed then unfortunately there is nothing we can do.
Q. Why did I not receive a confirmation email after placing the order?
A. There is a good chance that our email has ended up your SPAM/JUNK folder so please check there. If you still cant find it and would like us to resend it then please let us know.
Q. I don't have a tracking number, when will I get it?
A. When you receive your dispatch email it will be there most of the time, if not you can email us at support@illait.com for an update on your tracking. Please allow 1-3 days for your tracking to update on the system from the carriers.
Q. What are the payment options available?
A. We accept all major credit cards through the Stripe powered Shopify Payment system.