Refund Policy

Last updated: July 2026

At illlina, we want you to love your purchase. If you are not completely satisfied with your order, please read our returns and refunds policy below.

Nothing in this policy affects your statutory consumer rights.

Returns

If you are a consumer in the European Union, you have the right to cancel most online purchases within 14 days of receiving your order, unless an exception applies.

To request a return, please contact us at treats@illlina.com within 14 days of receiving your order.

Once you have notified us that you wish to return your order, you then have 14 days to send the item back to us.

To be eligible for a return, the item must be:

  • unused;

  • in its original condition;

  • returned with all original packaging, where possible;

  • accompanied by a valid receipt or proof of purchase.

Please contact us before sending your item back so we can provide return instructions.

Handmade, Made-to-Order and Customised Items

Our bags are handmade in small batches. Slight variations in size, shape, colour, texture, weight or finish may occur and are part of the handmade nature of the product.

Made-to-order, personalised or customised items may not be eligible for cancellation or return simply because you change your mind, unless they are faulty, damaged or not as described.

Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged or incorrect item, please contact us as soon as possible at treats@illlina.com with your order number and clear photos of the issue.

We will review the matter and offer an appropriate solution, which may include a repair, replacement or refund, depending on the circumstances.

If a product is faulty, damaged or not as described, your statutory consumer rights apply.

Sale Items

Sale items can only be returned for change-of-mind reasons where this is allowed under your statutory online cancellation rights.

Sale items are still covered by your statutory consumer rights. If a sale item is faulty, damaged or not as described, please contact us at treats@illlina.com so we can review the matter and offer an appropriate solution.

Refunds

Once we receive and inspect your returned item, we will notify you by email to confirm whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Refunds are usually processed within a few business days, but it may take additional time for your bank or payment provider to make the funds available in your account.

We reserve the right to reduce the refund if the item has been handled beyond what is necessary to inspect it, or if it is returned damaged, used, incomplete or not in its original condition for reasons unrelated to our error.

Late or Missing Refunds

If you have not received your refund yet, please:

  • check your bank account again;

  • contact your payment card provider, as it may take time before the refund is officially posted;

  • contact your bank, as processing times may vary.

If you have done all of the above and still have not received your refund, please contact us at treats@illlina.com.

Exchanges

We may offer an exchange where an item is defective, damaged or incorrect, subject to availability.

If you need an exchange for the same item, please contact us first at treats@illlina.com with your order number and details of the issue.

Because our products are handmade and may be produced in limited quantities, an exact replacement may not always be available.

Return Shipping

To return an item, please contact us first at treats@illlina.com.

Returns should be sent to:

illlina
67 Hannah Square
St Edmunds Park
Lucan
Co. Dublin
K78 EH90
Ireland

For change-of-mind returns, customers are responsible for the cost of return shipping, unless otherwise required by law.

Original shipping costs and return shipping costs are non-refundable, unless the item is faulty, damaged, incorrect or not as described.

For items valued over €50, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Customs, Duties and International Returns

For international orders, customs duties, import taxes, VAT, brokerage fees or other charges paid to local authorities, postal services or courier companies may not be refundable by illlina.

If you return an international order, you may need to contact your local customs authority, postal service or courier company directly to ask whether any customs duties, VAT or fees can be refunded.

Questions

If you have any questions or need further assistance, please contact us at:

Email: treats@illlina.com