Shipping and Delivery Policy

Last Updated August 8

Thank you for shopping with ILANA. This Shipping and Delivery Policy explains how orders placed through our website are processed, dispatched and delivered.

By placing an order with ILANA, you agree to the terms outlined in this policy.

1. Order processing

Orders are generally processed within 1–3 business days after payment has been successfully received.

Business days are Monday to Friday, excluding public holidays in South Australia and any public holidays affecting our fulfilment or delivery partners.

Processing times may be longer during:

Public holidays
Major sales or promotional periods
Product launches
High-volume shopping periods
Supplier or carrier disruptions
Events outside our reasonable control

Order processing time is separate from the estimated delivery time.

2. Third-party fulfilment

ILANA works with third-party suppliers, manufacturers and fulfilment partners to prepare and deliver products directly to customers.

As a result:

Products may be dispatched from locations outside Australia.
Different products in the same order may arrive separately.
Customers may receive more than one tracking number.
Packaging may differ between products or suppliers.
Delivery times may vary between individual products.

Where an order is divided into multiple parcels, customers will not be charged additional shipping fees unless this was clearly disclosed before checkout.

3. Estimated delivery times

Unless a different estimate is displayed on the relevant product page, estimated delivery is generally:

Australia: 7–20 business days after dispatch
International destinations: 10–25 business days after dispatch

These timeframes are estimates rather than guaranteed delivery dates.

Delivery may take longer because of customs processing, public holidays, severe weather, carrier disruptions, remote delivery locations, incorrect address details or circumstances outside ILANA’s reasonable control.

Any delivery estimate shown on our website begins after the order has been processed and dispatched.

4. Shipping destinations

ILANA ships to the destinations available during checkout.

We may change, limit or suspend shipping to a destination where reliable delivery is unavailable, legal restrictions apply or shipping conditions make fulfilment impractical.

Customers are responsible for confirming that a product can be legally imported and used in their destination country.

5. Shipping charges

Any applicable shipping charges will be displayed at checkout before the customer completes payment.

Promotional or free shipping offers may be subject to:

Minimum order values
Eligible products
Eligible delivery destinations
Promotional periods
Other conditions displayed with the offer

6. Order tracking

Where tracking is available, customers will receive tracking information by email after their order has been dispatched.

Tracking information may take several business days to become active after a shipping label is generated.

Some international carriers provide limited tracking updates while a parcel is in transit. Tracking may update again when the parcel reaches the destination country or is transferred to a local delivery provider.

7. Incorrect or incomplete addresses

Customers must provide a complete and accurate delivery address at checkout.

Please contact us immediately at shoptheilana@gmail.com if an address needs to be corrected.

We will make reasonable efforts to update an address before processing begins, but changes cannot be guaranteed after an order has been submitted to a supplier or carrier.

If an order is returned, lost or undeliverable because the customer supplied an incorrect or incomplete address:

The customer may be responsible for additional delivery charges.
Original shipping charges may not be refundable.
A replacement or refund may be reduced by reasonable costs that ILANA cannot recover.

Nothing in this section limits any rights available under applicable consumer law.

8. Order changes and cancellations

Customers may request a cancellation or change by emailing shoptheilana@gmail.com as soon as possible after ordering.

We cannot guarantee that an order can be changed or cancelled after processing or fulfilment has begun.

If ILANA accepts a cancellation before dispatch, the amount paid will be refunded to the original payment method.

Once an order has been dispatched, it will generally be handled under our Refund and Returns Policy.

9. Delayed orders

If an order has not arrived within the estimated delivery timeframe, customers should:

Review the tracking information provided.
Check around the delivery location and with other household members.
Contact the local delivery provider where appropriate.
Email ILANA at shoptheilana@gmail.com.

We will investigate the shipment with the relevant supplier or carrier.

A delay alone does not necessarily mean that a parcel has been lost. However, where goods cannot be supplied within a reasonable time or the order is confirmed as lost, ILANA will provide an appropriate resolution in accordance with applicable consumer law.

10. Lost parcels

If tracking has not updated for an extended period or a parcel appears to be lost, please contact us at shoptheilana@gmail.com.

We may ask the customer to provide information required by the carrier, including confirmation of the delivery address or a statement confirming that the parcel was not received.

Where the carrier or supplier confirms that an order has been lost before delivery, ILANA will arrange an appropriate remedy, which may include:

A replacement
Reshipment
Store credit, where accepted by the customer
A refund

11. Parcels marked as delivered

If tracking states that an order was delivered but the customer cannot locate it, the customer should:

Check the delivery location and any safe-drop areas.
Ask other members of the household.
Check with neighbours, reception areas or building management.
Contact the delivery provider.
Contact ILANA promptly.

We will assist with reasonable enquiries and review the circumstances of the delivery.

Claims involving confirmed delivery, incorrect address information, unattended premises or theft after delivery will be assessed individually.

12. Damaged or incorrect orders

Customers should inspect their order after delivery and contact us promptly if an item is damaged, faulty, incomplete or different from what was ordered.

Please email shoptheilana@gmail.com and include:

The order number
A description of the issue
Clear photographs or video showing the product and packaging
Any other information reasonably required to assess the issue

Please refer to our Refund and Returns Policy for further information.

13. Customs duties and import charges

International orders may be subject to customs duties, import taxes, processing charges or other government fees imposed by the destination country.

Unless expressly stated at checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.

ILANA does not control customs authorities and cannot guarantee whether charges will apply.

Customers should check their local import requirements before placing an international order.

14. Refused and unclaimed deliveries

If a customer refuses delivery or does not collect a parcel, any refund will be assessed after the parcel has been returned and received by the relevant fulfilment location.

Reasonable shipping, return and processing costs that cannot be recovered may be deducted where legally permitted.

No deduction will be made where the customer is entitled to a remedy under applicable consumer law because of a faulty, unsafe, damaged or incorrectly supplied product.

15. Contact us

For shipping and delivery enquiries, contact:

ILANA
Email: shoptheilana@gmail.com
Australia