Shipping policy

SHIPPING WORLDWIDE

ILAYA HQ ships worldwide.

We offer complimentary shipping on orders over $100 USD and $150 AUD.

For orders below these thresholds, available shipping options and applicable shipping costs will be displayed at checkout based on your delivery destination.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

DELIVERY TIMEFRAMES

Estimated delivery timeframes vary depending on your destination and the shipping service selected at checkout.

Please note that delivery timeframes are estimates only and begin from the date your order is dispatched.

International orders may experience additional delays due to customs processing or circumstances outside our control.

DUTIES & TAXES

Duties, taxes and customs charges may apply depending on your shipping destination.

Where duties and taxes are collected at checkout, they will be displayed as part of your order total.

Where duties and taxes are not collected at checkout, customers may be responsible for any applicable import duties, taxes or customs charges imposed by the destination country.

Any applicable duties and taxes associated with a change of mind return are non refundable unless otherwise required by law.

ILAYA HQ is not responsible for duties, taxes or other charges resulting from a customer refusing delivery or failing to collect an order.

PROCESSING TIME

Orders are typically processed and dispatched within 1 to 2 business days.

During collection launches, promotional periods, public holidays or periods of high order volume, processing may take longer.

Once your order has been dispatched, you will receive an email containing your tracking information.

Pre order items are subject to the estimated dispatch timeframe stated on the relevant product page.

POSSIBLE DELAYS

We do our best to ensure orders are dispatched and delivered as quickly as possible.

Delivery dates provided by shipping carriers are estimates and, on occasion, an order may arrive outside the estimated timeframe.

Deliveries to rural or remote locations may require additional time.

International orders may also experience delays due to customs processing, security checks or other requirements imposed by the destination country.

ILAYA HQ is not responsible for delays caused by shipping carriers, customs authorities or circumstances outside our reasonable control.

If you require assistance with your delivery, please contact us at ilaya.office@proton.me.

TRACKING YOUR ORDER

Once your order has been dispatched, tracking information will be sent to the email address provided at checkout.

Please allow some time for tracking information to become active after receiving your shipping confirmation.

If you have not received your tracking information, please contact ilaya.office@proton.me with your order number.

CHANGING OR CANCELLING AN ORDER

Once an order has been placed, it may enter our fulfilment process immediately and we cannot guarantee that changes or cancellations can be made.

If you need to make an urgent change to your order, please contact ilaya.office@proton.me as soon as possible.

If your order has not yet been dispatched, we will do our best to assist. Once an order has been dispatched, it cannot be changed or cancelled and our Returns & Exchanges Policy will apply.

PRE ORDER SHIPPING

Pre order pieces are purchased before they are available for immediate dispatch.

The estimated dispatch date or period will be stated on the relevant product page at the time of purchase.

Once your pre order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Estimated pre order dispatch dates are provided in good faith and may occasionally change due to production, freight or circumstances outside our reasonable control.

If there is a material delay to your pre order, we will contact you using the details provided with your order.

If your order contains both an in stock item and a pre order item, the items may be shipped separately so available pieces can be dispatched sooner. Where we choose to split an order, you will not be charged additional shipping fees as a result.

INCORRECT SHIPPING INFORMATION

Customers are responsible for providing complete and accurate shipping information at checkout.

Please review your delivery address carefully before placing your order.

If you notice an error after placing your order, contact ilaya.office@proton.me as soon as possible. We cannot guarantee that an address can be changed once an order has entered fulfilment or has been dispatched.

Additional shipping charges resulting from an incorrect or incomplete address may be the responsibility of the customer where permitted by law.

LOST OR MISSING DELIVERIES

If your tracking information indicates that your order has been delivered but you cannot locate it, please check the delivery location, surrounding areas and with other members of your household or building before contacting us.

If you are still unable to locate your order, please contact ilaya.office@proton.me and we will assist you with the carrier where reasonably possible.