FAQ
Below FAQ are some common concerns of our clients before purchasing the theme, if you have other questions, please just send it to ilybagservice@gmail.com
Due to the International nature of our brand we have found that we can offer a much better service via email. Most inquiries require us to do a little digging to ensure we get the right information back to you first time; this may involve speaking to other departments, calling couriers or checking garments in the warehouse.
It can be quite frustrating for customers to wait on hold while we do these things. It is much more effective to send your concern to us via email and we will get back to you the second we have done everything required our end.
Our website is based on the Shopify eCommerce platform which holds Payment Card Industry Data Security Standard (PCI DSS) Level 1 compliance. This means we have the required levels of security and compliance, as defined by the Payment Card Industry, to run an eCommerce store.
Yes, your store account details are kept secure. An auto-generated password for your account is sent to your registered email address. This is known only by you. For security reasons ILYBAG Ltd do not store payment details, only address and order details.
No, we will only send marketing emails to you if you opt in on the welcome email or you have placed an order with ILYBAG. If you no longer wish to receive emails from us you can unsubscribe at any time by clicking the link on the emails. Of course our newsletters contain flash sales, incredible savings – and keeps you informed of our latest collections and new designs.
Sorry to hear that, it may be that the couriers have not yet scanned your order at their local depot. You can always access your tracking numbers for orders which have been shipped by logging into your ILYBAG account. Alternatively feel free to contact Customer Services who will email across your Tracking Link.
Please email customer services as soon as possible. As time is of the essence please include your full and correct delivery address so that we can resolve the problem for you first time
We will process refunds as soon as we have received orders back in our warehouse or a valid tracking number or "Proof of Postage" receipt from you. Please allow 3-5 working days once we have processed your refund for your bank to clear the refund into your account
Apologies, please contact Customer Services . Please do not set up an "Online Return" in this situation, we need to know about the problem and can resolve the issue much faster if you email directly
To create an account with us, please click “Register” located at the top right of our website. Creating an account will speed up the ordering process and returns if required. It will also allow you to login and track your order and manage online returns.
We work very hard to ensure that all orders are shipped out as quickly as possible and have worked with nearly all of the main Global couriers at one stage or another. We select the couriers we work with mainly on their success rate of delivery orders within the stated timelines. Global Logistics is a complicated business and occasionally there are unforeseen delays. These instances are rare and we work closely with the couriers to resolve these issue but unfortunately we can not guarantee delivery times
Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.