Order Processing

Orders are usually prepared within 2 working days before being dispatched. Once your order has been dispatched, you will receive a confirmation email with any available tracking information. Please make sure your delivery address is correct before placing your order. iLM Beauty cannot be responsible for delays or failed deliveries caused by incorrect or incomplete address details.

Missing or Delayed Orders

If your order has not arrived within 10 working days of placing your order, please contact us at:hello@ilmbeauty.com‍ ‍Please include your name, order number and delivery address so we can look into it for you.

Returns

We hope you love your iLM Beauty order, but if something is not right, please contact us and we will help. Due to the nature of skincare products, we cannot accept returns of opened, used or unsealed items for hygiene and safety reasons, unless the item is faulty, damaged or incorrect. This does not affect your statutory rights.

Change-of-Mind Returns

If you change your mind, you have 14 days from the day your order is delivered to tell us that you would like to cancel and return your order. To be eligible for a change-of-mind return, products must be:unopened, unused, sealed in their original packaging in a resellable condition. Once you have told us you would like to return your order, you then have 14 days to send the items back to us.

Please contact us before returning anything so we can provide the correct return instructions.

Contact: hello@ilmbeauty.com

Return Postage for Change-of-Mind Returns

For change-of-mind returns, customers are responsible for the cost of returning the item to us. We recommend using a tracked postal service, as we cannot be responsible for returned items that are lost in transit.

Refunds for Change-of-Mind Returns

Once we receive your returned item and confirm it is unopened, unused and in its original condition, we will process your refund within 14 days.If you return your full order, we will refund the cost of the products and any standard delivery charge you paid.If you paid for an upgraded or express delivery service, only the standard delivery amount will be refunded. If you only return part of your order, we will refund the returned products only. Delivery charges are not usually refunded for partial returns. Refunds will be made to the original payment method used at checkout.

Damaged, Faulty or Incorrect Items

Please check your order when it arrives. If your item is damaged, faulty or incorrect, contact us as soon as possible at: hello@ilmbeauty.com‍ ‍Please include: your name, your order number, a short description of the issue, clear photographs of the item, packaging and delivery box if relevant. If your item is confirmed as damaged, faulty or incorrect, we will offer a suitable solution, which may include a replacement, refund or return instructions. Where an item is faulty, damaged or incorrect, we will not expect you to cover reasonable return postage costs.

Items We Cannot Accept Back

For hygiene and safety reasons, we cannot accept returns for:opened skincare products, used products, unsealed products, products not in their original packaging, Items damaged after delivery through misuse or improper storage. This does not apply where an item is faulty, damaged or incorrect.

Cancelling an Order Before Dispatch

If you need to cancel your order, please contact us as soon as possible at: hello@ilmbeauty.com‍ ‍If your order has not yet been prepared or dispatched, we will do our best to cancel it and issue a refund. If your order has already been dispatched, you may need to follow our returns process once the order arrives.

Contact Us

For help with shipping, returns or damaged items, please contact:

iLM Beauty Customer Care
Email: hello@ilmbeauty.com

Order enquiries: please include your order number where possible.