FAQ – Frequently Asked Questions
I did not receive a confirmation e-mail after placing my order. What should I do?
Sometimes it may take up to several hours for your confirmation e-mail to arrive in your Inbox. If you have not received it after 24 hours, please send an e-mail to email@example.com.
Can I change/cancel my order after I placed it?
Unfortunately, you cannot cancel an order. However, you can return the item(s) within 30 days of receipt and receive a full refund (excludes return fee).
I received faulty or the wrong item(s). What should I do?
In the rare circumstances that you receive faulty or the wrong item(s), contact us at firstname.lastname@example.org immediately, attaching pictures of the items.
What are the accepted payment methods?
For now we accept the following payment methods:
- American Express
What are the shipping costs?
The Netherlands & Belgium: free shipping!
Orders in The Netherlands and Belgium will be send with PostNL.
- PostNL – (1-3 business days)
Rest of Europe
- DPD - EUR €14,95
What is the estimated time of delivery?
The Netherlands & Belgium
Orders made before 10 pm during the weekdays will be shipped on the same day. Orders made in the weekend (latest Sunday 9 pm) will be shipped on Monday.
- Germany - Delivery within 3 business days
- Rest of Europe - between 4 and 6 business days
When will my order be shipped?
Orders made before 10 pm (Central European Time) during the weekdays will be shipped on the same day. Orders made in the weekend (latest Sunday 9 pm) will be shipped on Monday.
Can my order be shipped to a PO box address?
No, unfortunately we do not ship to PO box addresses.
Returns, exchanges & refunds
How do I return an article?
We offer returns within 30 days of receipt. Items must be unworn and unwashed, with all the tags on and in the original packaging. The cost of return shipping is at your own expense.
Please fill in the return form here, print it and include it in your return package. Send your return to the following address:
P/a Ilja by Ard
attn. ILJA RETURNS
7411 LB Deventer
The cost of return shipping is at your own expense.
How do I exchange my items?
If you wish to exchange your item to a different size, color, or style, please do so by placing a new order on our webshop and then return your original order to the address below. You will receive a refund within 10 working days from receipt at our warehouse. Your money will be refunded via the same payment method originally used for the purchase. We will also refund the shipping cost of your original order.
Het Fulfilment Bedrijf
attn. ILJA RETURNS
2142 EW Cruquius
When will I receive my refund?
You will receive a refund within 5 to 10 working days from receipt at our warehouse. Your money will be refunded via the same payment method originally used for the purchase.
The return period of 30 days has expired, can I still return or exchange my order?
Unfortunately, you can’t. If there is a certain reason you did not return your item(s) within the 30-day return period, please contact email@example.com before returning your order so we can find a solution together.
Products & stock
The item I'd like to purchase is out of stock. Will it come back in stock?
Please subscribe to the waitlist on the product page. You will be notified in case it comes back in stock. Please note our products are made from leftover fabrics, so the chance of it coming back in stock is relatively small. In some cases, we can make the same item in a different colour. If you are in love with a product which is out of stock, please subscribe to the waitlist or send an e-mail to firstname.lastname@example.org for more information about pre-ordering.
The item that I received slightly different than the photo on the website. How is this possible?
Many of our allover prints are designed by hand in our Atelier in Amsterdam. With craftsmanship comes uniqueness. We cannot guarantee that the print is placed exactly how it looks on the website. However, we can guarantee that each item is made with love and care in the highest quality standards.
Where is ILJA on sustainability?
We are taking steps, one-by-one, to reduce our environmental impact. We are constantly looking for ways within our supply chain to have less carbon footprint. First of all, we work with a 'no waste' mentality. Our garments are made from leftover fabrics from other designers’ factories. Therefore we produce limited editions only and so all our items are unique. Besides, the garment we use are made from bio-cotton and recycled polyester.
Where does ILJA manufacture its products?
ILJA manufactures its products in Lithuania.
We would like you to be a part of our world. Stay updated with us on this page and on our Instagram. If you have any fun ideas or questions, please drop an email to email@example.com