Returns

At Illa Active, we want you to love your purchase! If you need to make a return, we offer a straightforward process to ensure your satisfaction.

Return Eligibility:

• Items can be returned within 30 days of purchase.

• Products must be unworn, unwashed, and in original condition with tags attached.

• A valid proof of purchase (receipt, order number, or invoice) is required.

Return Options:

• We do not offer refunds. Instead, we provide size exchanges or store credit for returned items.

• Exchanges are subject to stock availability. If your requested size is unavailable, you will receive store credit.

• Damaged or faulty items: If your item arrives defective, you have 7 days to request a return for a full refund.

• If you ordered the wrong size, we will replace it with the correct one (excluding sale items).

Non-Returnable Items:

• For hygiene reasons, underwear cannot be returned.

• Sale items or purchases with a discount of 20% or more are final sale and cannot be returned for refund, exchange, or store credit.

How to Initiate a Return:
Submit a return request to our mail.

Return Shipping:

• Customers are responsible for return shipping costs unless the return is due to a defect or an error on our part.

Processing Time:

• Returns are processed within 5-7 business days after receiving your item.

• You will receive an email confirmation once your return has been processed.

For any questions or assistance, reach out to our customer service team at support@illa-active.com or visit our Contact Us page.

Shipping Policy

At Illa Active, we strive to ship your order quickly and efficiently. Please review the details of our shipping policy below:

Processing Time:

Orders are processed within 1-3 business days from the date of purchase.

During busy periods (sales, restocks, and pre-orders), processing may take up to 10 business days plus shipping time.

Pre-orders currently require 10-40 business days for processing plus shipping time.

Estimated Delivery Times:

• Australia Standard Shipping: 7-14 business days

Order Tracking:

• Once your order has been dispatched, you will receive a tracking number via email to monitor your shipment.

International Shipping:

• We ship to select international destinations.

• Delivery times may vary due to customs processing in your country.

• Customers are responsible for any applicable customs duties, taxes, or import fees.

Shipping Address:

• Ensure that your shipping details are accurate to prevent delays or lost packages.

• Illa Active is not liable for lost orders due to incorrect addresses provided by the customer.

Shipping Partners:

• We partner with trusted shipping carriers for reliable delivery. However, external factors such as weather conditions may cause unexpected delays.

Lost or Missing Packages:

• If your package is lost or missing, contact our customer service team immediately, and we will assist in resolving the issue.

Policy Updates:

• Our shipping policy may be updated periodically. Please refer to our website for the latest information.

For any shipping inquiries, contact our support team. We’re happy to assist!