Refund Policy
Returns, exchanges, and refunds
Each Ilomío piece is handmade, with natural variations in size, color, and pattern. These variations are inherent to the craft and are not considered defects. For this reason, we do not accept returns, exchanges, or refunds for any reason other than damage incurred during transit.
Exceptions may be made at our sole discretion in rare circumstances.
To request an exception, please contact us at info@ilomiohome.com.
Damages and issues
We take extensive care in packaging fragile pieces, however, damage may occur during shipment.
Please inspect your order upon delivery. If your item arrives damaged or defective, please notify us within 5 days of delivery.
To report an issue, email info@ilomiohome.com and include:
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Clear photos of the damaged item
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Photos of the packaging (inner and outer)
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A brief description of the issue
This documentation allows us to assess the claim and determine appropriate next steps.
Shipping
Customers are responsible for ensuring that all shipping information entered at checkout is accurate and complete and securing delivery location. Ilomío is not liable for orders shipped to incorrect or incomplete addresses provided by the customer.
If you need to update your shipping address, please contact us at info@ilomiohome.com as soon as possible. We cannot guarantee changes once an order has begun processing.
Shipping Insurance
If Route Package Protection is not selected at checkout, the customer assumes all risk of loss or damage in transit.
Contact
For any questions regarding this policy, please reach us at info@ilomiohome.com.
