How much does shipping cost?

Shipping costs are calculated based on your delivery location and order value.

Australia & New Zealand

Australia

• Free standard shipping on orders over $150 AUD
• Standard shipping: $10 AUD
• Express shipping: $15 AUD

New Zealand

• Free standard shipping on orders over $150 AUD
• Standard shipping: $15 AUD
  
  

USA

• Free shipping on orders over $150 USD
• Standard tracked shipping: $18 USD

All US orders are shipped with duties and taxes prepaid. This means there are no additional charges upon delivery — your Illoura order will arrive without unexpected customs fees.

Canada

• Free shipping on orders over $200
• Standard tracked shipping: $20
  
  

Asia

• Free shipping on orders over $200
• Standard tracked shipping: $20

Please note that any customs duties, taxes or import fees are the responsibility of the customer.

United Arab Emirates

• Free shipping on orders over $300
• Standard tracked shipping: $30

Please note that any customs duties, taxes or import fees are the responsibility of the customer.

Rest of World

• Free shipping on orders over $300
• Standard shipping: $30

Please note that any customs duties, taxes or import fees are the responsibility of the customer.

When will my order be dispatched?

Orders are processed and dispatched within 2 business days of being placed.

Please allow additional processing time during collection launches, sale periods and promotional events due to increased order volumes.

Delivery timeframes begin once your order has been dispatched.

How long will my order take to arrive?

Delivery estimates vary depending on your location and shipping method selected. View estimated delivery time frames HERE.

Will I have to pay customs duties or taxes?

USA

All US orders are shipped with duties and taxes prepaid. This means there are no additional charges upon delivery — your Illoura order will arrive without unexpected customs fees.

Rest of World

International orders shipped outside of the USA may be subject to customs duties, taxes or import fees once they arrive in the destination country.

These charges are determined by your local customs authority and are the responsibility of the customer.

How can I track my order?

Once your order has been shipped, you will automatically receive a tracking number via email.

If you are having trouble locating your tracking information, please contact us at enquiries@illourathelabel.com and our customer care team will happily assist.

What is your return policy?

We want you to love your Illoura pieces. If something isn't quite right, eligible items may be returned in accordance with our Returns Policy.

Returns are accepted for change of mind, sizing or preference, provided the item meets our return conditions.

Please ensure:

• Items are returned within 30 days of the original purchase date
• Items are unworn and unwashed
• All original tags and liners remain attached
• Items are free from marks, stains, damage or signs of wear
• Your name, address and order number are included to ensure timely processing

Return shipping costs are the responsibility of the customer.

We recommend using a traceable shipping method and keeping your tracking details until your return has been processed.

Can I exchange for another size?

We don't currently offer direct exchanges.

If you'd like a different size or style, you are welcome to return your item in accordance with our Returns Policy. Once your return has been approved, we will issue a 110% store credit to help cover the cost of shipping your replacement order.

How do I start a return?

To begin your return, please submit your request through our returns portal:

Return Portal


How long do refunds take?

Once your returned item has been received, please allow 2–5 business days for us to process your return.

You will receive a confirmation email once your return has been completed.

Are sale items eligible for return?

Please choose sale items carefully, as all sale purchases are final.

Sale items cannot be returned for change of mind, sizing or preference.

What if my item arrives faulty?

If you believe you have received a faulty item, please email enquiries@illourathelabel.com as soon as possible with:

• Your order number
• A description of the fault
• Clear photographs showing the issue

Our team will assess your claim and work with you to resolve it as quickly as possible.

Purchases made during sale periods or from our sale section are final.

Please note:

• Sale items are available while stocks last.
• No price adjustments can be made after purchase.
• Orders cannot be amended during busy sale periods.
• Shipping delays may occur during sale events due to increased order volumes.
• Discount codes cannot be added after payment has been completed.

Can I use more than one discount code?

Only one discount code can be used per transaction unless otherwise stated.

Discount codes cannot be combined with other order discounts or shipping discounts.

Can I apply a discount code after I have placed my order?

Unfortunately, discount codes cannot be added after an order has been placed.

Please ensure your discount code has been entered correctly at checkout before completing your purchase.

What happens if I return an item purchased using a discount code?

If you return an item purchased using a discount code, your refund will reflect the amount paid after the discount has been applied.

Discount codes cannot be reissued once an order has been returned.

My discount code isn't working. What should I do?

Please check that your discount code has been entered correctly and that it has not expired.

If you are still experiencing issues, please contact our customer care team at enquiries@illourathelabel.com and we will be happy to assist.

Do you offer gift cards?

Yes, we offer digital gift cards that can be purchased online and sent directly to the recipient.

Gift cards are the perfect way to gift Illoura when you're unsure of the perfect piece or size.

Our gift cards are:

• Delivered via email
• Redeemable online using the unique code provided
• Available to use across multiple purchases until the balance is exhausted

Please note:

• Gift cards cannot be exchanged for cash.
• Gift cards cannot be used to purchase another gift card.
• Gift cards cannot be combined with discount codes unless otherwise stated.

Can I change or cancel my order?

We understand that mistakes can happen. If you need to change or cancel your order, please contact us as soon as possible at enquiries@illourathelabel.com.

We will always do our best to assist; however, as we aim to dispatch orders quickly, we cannot guarantee changes or cancellations once your order has been placed or processed.

If your order has already been shipped, it will need to be returned in accordance with our Returns Policy.

Can I add items to an existing order?

Unfortunately, once your payment has been processed, we are unable to add additional items to an existing order.

If you have forgotten something, please place a new order and contact us as soon as possible. We will do our best to combine your orders before they are dispatched and refund any unnecessary shipping charges.

Please note that combining orders cannot always be guaranteed.

What payment methods do you accept?

We accept a range of secure payment methods, including:

• Visa
• Mastercard
• American Express
• Shop Pay
• Afterpay (where available)

Available payment options will be displayed at checkout based on your location and device.

All payments are processed securely through our trusted payment providers.

What happens if an item sells out?

Many Illoura pieces are created in limited quantities as part of our considered approach to production. Because of this, some styles may not be restocked once they sell out.

If you love a piece, we recommend purchasing early to avoid missing out.

For styles that are planned for a restock, you can join the waitlist on the product page and we will notify you if the item becomes available again.

Restocks are not guaranteed and are subject to availability.

How do your sizes fit?

We strive for all Illoura pieces to fit true to size. However, we recommend reviewing the sizing information provided on each product page, as fit can vary between styles.

Some garments are intentionally designed with a relaxed or oversized fit as part of their silhouette.

Where can I find your size guide?

Our full size guide can be found HERE.

How do I measure my child?

For the most accurate measurements, we recommend using a soft sewing tape measure.

When measuring your child, we recommend measuring their body rather than comparing against existing garments, as fit can vary depending on style and silhouette.

What size should I buy if my child is between sizes?

If your child is between sizes, we recommend sizing up to provide room to grow and ensure your Illoura piece can be enjoyed for as long as possible.

Many of our styles are designed with relaxed fits and adjustable details, such as ties, allowing for growth while maintaining a comfortable and beautiful fit.

Pre-Orders

Items marked as Pre-Order are not available for immediate dispatch.

The estimated delivery timeframe will be clearly stated on the individual product page at the time of purchase.

Please note:

• Orders containing both pre-order and in-stock items will be shipped together once all items are available.
• If you require your in-stock items sooner, we recommend placing a separate order.
• Pre-order delivery dates are estimates and may change due to production or shipping delays.
• If there are significant changes to your estimated dispatch timeframe, we will keep you updated.
  
  

Restocks

Due to our small-batch production approach, many Illoura pieces are created in limited quantities.

Some styles may not return once sold out.

If a restock is planned, you can join the waitlist on the product page and we will notify you if the piece becomes available again.

How should I wash my garments?

To ensure your Illoura pieces remain beautiful for years to come, we recommend following the care instructions provided on each garment's care label.

Many of our pieces are made from delicate natural fibres, so gentle care will help maintain their softness, shape and longevity.

We recommend:

• Washing with cold water
• Using gentle detergents
• Avoiding harsh chemicals or soaking
• Avoiding tumble drying unless specifically stated
• Laying knitwear flat to dry
• Storing knitwear folded to help maintain its shape

Taking care of your garments with thoughtful washing and storage will help extend their life and allow you to enjoy them for seasons to come.

Can pieces be tumble dried?

We do not recommend tumble drying any Illoura pieces.

High heat can affect the shape, softness and longevity of your garment. Where possible, allow pieces to air dry naturally.

Will natural fabrics shrink?

Natural fibres may experience slight shrinkage if they are not cared for correctly.

To help maintain the shape, softness and longevity of your Illoura pieces, we recommend following the care instructions provided on each garment and avoiding hot washes, harsh detergents and high heat drying.

With gentle care, your garments will continue to soften and be enjoyed for years to come.

Are your fabrics suitable for sensitive skin?

Many of our garments are made from natural fibres, including cotton, linen and wool, which are chosen for their softness, breathability and comfort.

Every child is different, and sensitivities can vary. We recommend reviewing the fabric composition listed on each product page to ensure the garment is suitable for your child.

If you have any questions about a specific piece, our customer care team is always happy to help.

Where are your clothes made?

Our garments are thoughtfully designed in Australia and created in partnership with skilled makers around the world.

Our handcrafted crochet pieces are made by artisans in Indonesia, where traditional techniques are carefully passed down and celebrated.

We work closely with our production partners to ensure every piece is made with care, attention to detail and respect for the craftsmanship behind it.

We believe in creating considered garments that are made to be loved, worn and cherished for seasons to come.

Are your crochet pieces handmade?

Yes, our crochet pieces are lovingly handcrafted by skilled artisans in Indonesia.

Each piece is carefully made by hand, making every garment unique. Slight variations in stitch, texture and finish are a natural part of the handmade process and reflect the care and craftsmanship behind each piece.

How can I contact Illoura?

For all customer care enquiries, please email:

enquiries@illourathelabel.com

Our customer care hours are:

Monday–Friday, excluding public holidays

We aim to respond as quickly as possible and appreciate your patience during busy periods.

Wholesale Enquiries

For wholesale enquiries, please contact:

wholesale@illourathelabel.com

What information do you collect?

When you place an order or interact with our website, we collect information such as your name, contact details, shipping and billing information, payment details, purchase history and website activity.

This information helps us process your orders, provide customer support and improve your shopping experience.

How is my personal information used?

We use your information to:

• Process and deliver your orders
• Manage returns and customer enquiries
• Communicate with you regarding your purchase
• Send marketing updates if you have opted in
  
  

Is my payment information secure?

Yes. Our store is securely hosted through Shopify and payments are processed using industry-standard security measures.

Illoura does not store your full credit card details.

Do you share my personal information?

We only share your information with trusted service providers where necessary to operate our business, including payment providers, shipping partners and our eCommerce platform.

We do not sell your personal information.

Can I unsubscribe from marketing emails or SMS?

Yes. You can unsubscribe from marketing communications at any time by clicking the Unsubscribe link included in our emails or SMS messages.

You can also contact us at enquiries@illourathelabel.com and we will assist.

How can I access or update my personal information?

If you would like to access, update or request deletion of your personal information, please contact us at:

enquiries@illourathelabel.com

Do you use cookies?

Yes. We use cookies to improve your browsing experience, remember your shopping cart and understand how customers use our website.

Where can I read your full Privacy Policy?

Our full Privacy Policy provides more detailed information about how we collect, use and protect your personal information and is available HERE.