Refund policy
1. Refund & Return Policy
We want you to love your kitchenware. If something isn't right, we're here to make it good. This policy explains how returns and refunds work.
30-day returns You may return eligible items within 30 days of the delivery date. To qualify, the item must be unused, in the same condition you received it, and in its original packaging with any tags or seals intact. For hygiene and safety reasons, certain items cannot be returned once opened or unsealed — this will be noted on the product page where it applies.
Items that can't be returned
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Items marked as final sale or clearance
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Opened items where the seal has been broken (for hygiene/safety reasons)
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Gift cards
How to start a return
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Email ilissebillashop@gmail.com with your order number and the item(s) you'd like to return.
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We'll reply with return instructions and the return address.
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Pack the item securely and ship it back using a tracked service (please keep your proof of postage).
Return shipping costs
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For change-of-mind returns, you are responsible for return shipping costs. Because items ship internationally, we recommend a tracked, insured service.
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If the item is faulty, damaged on arrival, or not what you ordered, we cover the return cost and will replace it or refund you in full.
Refunds Once we receive and inspect your return, we'll email you the outcome. If approved, your refund is issued to your original payment method within 5–10 business days of inspection. Please note it may take an additional 3–5 business days for the refund to appear in your account, depending on your bank or card provider. Original shipping charges are non-refundable except where the item was faulty or incorrect.
Damaged or faulty items If your order arrives damaged or develops a fault, contact us within 30 days with your order number and a photo if possible. We'll arrange a free replacement or a full refund — your choice.
Exchanges Want a different item or color? Email us within 30 days at ilissebillashop@gmail.com Once we receive your original item back in unused, original condition, we'll send out the replacement. If there's a price difference we'll refund or request the balance. You cover return shipping on change-of-mind exchanges; we cover it if the item was faulty or incorrect.
Order cancellations If your order hasn't shipped yet, contact us as soon as possible and we'll cancel and refund it in full.
Returns contact Ilissebilla — 165 Bourne Rd, Pangbourne, Reading RG8 7JT, UK
Email: ilissebillashop@gmail.com · Phone: +44 7472276120