7. Frequently Asked Questions (FAQ)
Where do you ship from, and where do you ship to? We ship from the United Kingdom to customers across the United States. If you're outside the US, email ilissebillashop@gmail.com to ask about availability.
How long will my order take to arrive? Orders are dispatched within 1–2 business days, and standard international delivery to the US takes about 7–15 business days after dispatch. You'll get tracking by email once your order ships.
Will I have to pay customs or import fees? Because your order ships from the UK, US customs duties or import fees may apply. Any such fees are charged separately by the carrier or customs at delivery. Please see our Shipping & Delivery Policy for details.
How much does shipping cost? Shipping costs are calculated and shown clearly at checkout before you pay. Any free-shipping offers will be displayed on our website.
Can I track my order? Yes — every order ships with tracking, and we email you the details as soon as it's on its way.
What's your return policy? You can return unused items in their original packaging within 30 days of delivery. See our Refund & Return Policy for full details.
How do I return or exchange an item? Email ilissebillashop@gmail.com with your order number and we'll send you return instructions and the return address.
When will I get my refund? After we receive and inspect your return, refunds are issued to your original payment method within 5–10 business days, plus a few extra days for your bank to post it.
My items arrived damaged — what do I do? Contact us within 30 days with your order number and a photo if you can. We'll arrange a free replacement or full refund.
Are these products safe for young children? Our products are ceramics and novelty items. Some contain small parts that may pose a choking hazard for children under 3.
Is it safe to pay on your website? Yes. All payments are processed securely through trusted payment providers, and we never store your full card details.
How can I contact you? Email ilissebillashop@gmail.com or call +44 7472276120, Monday–Friday, 9:00am–5:00pm UK time. We aim to reply within one business day.