FAQ

Frequently Asked Questions  

Hours of Operation
Our online store is open 24/7 including holidays. 
Customer Service Hours: Mon-Fri 6am-6pm *Excluding holidays
You can reach us via
Phone: 281-836-0723
Email: contact@ilanielysecollection.com
Social Media: Ilani Elyse Collection
Respond time is typically within 24hrs during our customer service hours.

How to place an order
Select an item you would to purchase, then click "Add to Cart". You can then choose to continue shopping or Checkout. You can also click on the Shopping Cart icon at the top right corner of page to check out. You will receive an email confirming with your order number after you complete checkout.
Disclaimer: Ilani Elyse Co reserves the right to refuse or cancel any order at our own sole discretion. We have the right to limit or cancel quantities purchased by a single person, shipping/billing address, or per order. If your order is cancelled, we will attempt to notify you using the email address provided at time of the order. We reserve the right to prohibit or limit sales to dealers, resellers, and distributors.

How to use a Discount Code
To apply a discount to your order, Enter your promo code in the discount box at checkout. If your discount code is applicable to your order, you will see the discount applied to your order before adding credit card information. If discount codes are not used at checkout, the customer is agreeing to pay the full cost of the cart value. Customers will not be credited a discount amount if not used at the time of checkout.
Disclaimer: If discount codes are used under malicious intent, Ilani Elyse Co has the right to cancel the order.

Gift Cards and Store Credit
Gift Cards and Store Credit are only valid for 30 days and must be redeemed within the 30 day period. After 30 days your Gift Card number will be disabled. Gift cards and Store Credit can only be used once on equal our greater cart value and cannot be combined with any other discounts or promotions. Gift Cards and Store credit cannot be returned once used and cannot be redeemed for cash value or duplicated. 
Disclaimer: We will not honor expired gift cards for any reason.

Order Cancellation
We do not accept order cancellations for any reason. By placing an order with us, you are agreeing to our store policies stated at checkout and to complete payment for your order. If a charge back occurs, we will contact your credit card company and dispute the charge back. You will also be placed on a "do not sell to list" and you will be banned from shopping with us.
If you need to make a change to your existing order, please send an email to orders@ilanielysecollection.com with subject line "Order Change Request". Changes to your order can only be made if your order has not been processed. Order change request are reviewed on a by case bases.
Disclaimer: We have the right to deny service to any individual. If you are flagged and placed on a "do not sell to list" we will not fulfill any future orders you may place.

Processing Time
Your Order will be processed within 7 business days after payment has been  processed through our bank. Most orders are processed within this time frame, but may be delayed until your payment has cleared. Payment processing can take 1-5 business days. Orders placed after 5pm will be processed the following business day. There may be a delay in your order processing if your order was flagged as potential fraud or if your bank delays payments.
Disclaimer: Order processing time may exclude weekends and holidays. If payment is made via PayPal eCheck, your order will not be processed until the eCheck clears, which will extend your overall wait time. No orders will be processed or shipped until payment is confirmed with our Bank. 

Order Delays
A majority of the items in our collection are stored in an overseas warehouse and do not ship until your order is processed. Shipments are subject to customs check and can be delayed in the process causing a Delay in your estimated delivery date. Issues in shipment arrival are out of our control but will be handled with the utmost importance. Once our Shipment arrives at our local office, your order will be inspected, packaged and shipped to you.
Disclaimer: Processing and shipping time may vary based on supplier's fulfillment time, location, and carrier used.  

Non-Fulfilled Orders
If we are unable to fulfill your order for any reason, you will be credited for the item(s) you did not receive in the form of store credit. You will be credited for the amount paid for the item(s) you did not receive, excluding discounts applied to the order.
Disclaimer: Partial orders may be non-fulfilled due to inventory or logistic errors. You will be credited for only the item(s) you did not receive.

Shipping & Handling
We keep popular styles and sizes on hand in our local office. Other items are housed in our overseas warehouse. It takes 28 business days for items to arrive at our local office and an additional 3-5 days for delivery. Estimated shipping time is between 4-6 weeks for US, Canada & Mexico orders. If delays occur, shipping time can take up to 6-8weeks to arrive. You may receive multiple packages for the same order depending on in-stock availability, quantity of items in your order, or the weight of the package. Once your package arrives at our office it will be inspected and packaged than shipped to you. We ship all packages through USPS. When your package leaves our office you will receive tracking information. 
Disclaimer: We are not responsible for any orders once shipped. If your order is missing, damaged, stolen, or misdelivered, you will need to contact the carrier. No Refunds or Credits will be issued once an order has been fulfilled regardless of the shipment status. Shipping times may vary depending on your location. Items may be delayed during customs.

Undeliverable Packages
If the carrier is unable to deliver your package for any reason, your package will be returned to sender. If your package is successfully returned to our office, you will be issued store credit for the items you did not receive (excluding the cost of shipping)
Disclaimer: It is the customer's responsibility to provide correct shipping information. If your package is delivered to the wrong location we will not offer you a refund or credit. Please double check the you entered the correct shipping address. If a mistake occurs, contact us before your package is shipped to correct you mailing address. 

Shipping Fees
Shipping fees are non-refundable. You will not be credited for any shipping fees.
Disclaimer: Shipping fees may be more than the standard rate that you paid. Credits are based on the actual cost to ship your package, not what you paid for shipping.

Order Tracking
You will not receive tracking information until your package has left our facility. Most orders receive a tracking number 2-3weeks after your order has been processed, however it may take longer if there is a delay in order processing or if a shipment is temporarily held in customs. Until you receive a tracking # you can track the status of your order at anytime on our website using the order status tracker. Once you receive a tracking number from us via email/text, you will be able to track your package's transit with USPS.  
Disclaimer: We are not responsible for missing, stolen, or damaged packages. We will not offer a refund or credit for packages you did not receive. Once your package is received by USPS, any shipping/tracking issues should be handled with the carrier. Estimated delivery date is not guaranteed. 

Returns

Our policy allows for returns for store credit only of any purchased product(s) that is unworn and in its original condition and packaging. Our policy extends 7 days from the posted delivery date. If 7 days have past since your purchase delivery date, we will not be able to offer you a return. To be eligible for a return, you must complete a return request form. Items will not be processed unless a return form is completed. All returns are reviewed on a by case bases. If your items appear to be used/worn/stained/damage, we will not offer you a credit for the returned items. Approvals/Denials are at our discretion. You will receive an email or text message notification stating if your Return request was Approved/Denied. If your return is approved you will receive return shipping instructions. Once your item(s) is received by us, your Return will be processed within 1-3 business days. If accepted you will receive and email containing your store credit code, if denied your items will be sent back to the address on the packaging. Approved returns will be provided in the form of store credit on a Merchandise eGift Card. A Merchandise Credit code will be issued for the purchase amount, excluding the actual cost of the original shipping and a $3 Processing Fee. Returns will only be credited for the original amount paid as shown on your order invoice regardless of current retail price. If a discount code was used, you will not receive credit for the full price of the item since you did not pay full price for the item originally. 

Return Shipping 
To return your item(s), you should mail product(s) to: 

Ilani Elyse Co  
2200 N Lopp 336 W 
Suite 621

Conroe, Texas 77304 
United States 


Items must be placed in the same shipping bag received. Order form must be included in packaging. A $2 fee will apply if return shipping instructions are not followed. If your return is approved, a Pre-Paid shipping label will be emailed to you returning your item(s). Shipping costs are non-refundable and will not be credited back to you. We are not responsible for lost/stolen items. If we do not receive your items, you will not be credited. 

Refunds
Refunds are given in the form of store credit only! If a refund credit is issued, it will be for the amount paid excluding the cost of shipping and discounts applied. If you have a question regarding your refund, please contact us.
Disclaimer: No Refunds will Not be given for any reason.

Tax Disclaimer 
Ilani Elyse Co. has a physical presence in the state of Texas only. Due to this, transactions and shipping outside of Texas may not be subject to tax. It is up to the customer to to notify their department of finance of an out of state purchase to pay sales tax use on their purchased product. As a Texas based business, taxes will generally only apply to Texas residents only.

Non US Orders
Ilani Elyse Co is a US based business. Shipping Rates, Fees, and restrictions are based on US regulations that we must follow. Our Prices and shipping rates do not include taxes and fees of other countries. Depending on the country you reside in, additional taxes, fees, and shipping rates may apply to you. By law, we are not responsible for those additional fees and tax rates and it is illegal for us to collect fees, taxes, and shipping rates of a county we do not have a physical presence in. (Currently not shipping internationally).

Ilani Elyse Closet Items
Items in Ilani Elyse Closet are pre-owned and pre-used items. Items may have been previous worn and washed and may be stretched or stained from daily wear and tear. Most items in this collection have been only been used in a photoshoot or have been labeled as defective during the inspection process which prevents it from being sold at regular price.
Disclaimer: No Refunds/Exchange. Products as is. Items include pre-used or defected inventory.

Additional Questions & Concerns 
If you have any questions or concerns regarding orders and shipping, please contact us at customer.service@ilanielysecollection.com

 

By shopping with us, you agree to our store policies and terms & conditions.




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