Our inventory may be subject to change, despite our best efforts to keep inventory accurate. We work hard to ensure this is not an issue; in the rare event that this should happen we will reach out to inform you and you will be refunded for the payment amount.
You may cancel or make changes to your order only providing that the order has not been packaged or shipped yet. To do this, please send an email to [email protected]
We reserve the right to change or adjust our policies as necessary.
Regular Priced Items:
Returns and exchanges will be accepted within 14 days of the delivery date for a full refund to the original form of payment. We will process the refund within 3 business days after receiving your package back at the shop.
Items must be in new, unused condition in their original packaging to qualify for a refund. Original shipping fees are non-refundable. Illyria Studio reserves the right to refuse or reject returns that do not meet the specified criteria.
Sale Items are FINAL SALE and will not be considered for return.
In order to initiate a return, please reach out to us via email at [email protected] We will then issue you instructions for how to return your purchase. Please note that the shipping expense of the return in the responsibility of the customer and will not be refunded by Illyria Studio.
Our address for returns is:
PO Box 3460
Once we receive your returned item back at the shop in new and unused condition, you will receive an email confirmation letting you know that a refund has been processed.
Please take care to package your return item(s) carefully, with appropriate packing materials - cushioning/protecting the product to provide a buffer inside the box for the journey. Items that are broken while in transit are not eligible for a refund.
If we receive your return and it is deemed to be unfit for return due to it not being in new and unused condition, we will get in contact with you to let you know that NO REFUND will be issued. The following options will then be provided for you to choose from:
- The product will be shipped back to the customer at a shipping cost of $20 CAD
- The product will be recycled or donated.
If we are unable to contact you within 14 days of us informing you that your return has been rejected, we reserve the right to either donate or recycle the item(s).
INTERNATIONAL PURCHASES / RETURNS:
At this time we do not offer international purchases via the website. We are happy to put an international order through our brick and mortar shoppe. Please contact us via email at [email protected] , via Instagram @illyriastudioshop or via telephone at 250-847-2020.
All international purchases including the United States of America are not eligible for return or exchange. And as such are considered FINAL SALE.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS:
If your purchases arrived damaged or are defective, or in the rare case that we send the wrong item please contact us at [email protected] within 48 hours of receiving your package. Please include in your email pictures of the item(s), as well as the box and all packaging materials. Please hold on to all of the packaging until the issue is resolved and we contact you with further instructions.
LOST / DAMAGED PACKAGES – INCLUDING INCOMPLETE SHIPPING/DELIVERY ADDRESS:
It is the sole responsibility of the customer to ensure that a full, complete and accurate delivery address is provided for the purchase. Illyria Studio is not responsible for any damages, delays, lost parcels or additional charges incurred by the shipping party (Canada Post, UPS, FedEx, DHL etc.) Items returned to sender will be the responsibility of the customer.