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Terms and Conditions

All purchases made from illabella; whether they are made through this website or through any other outlets including shops, stalls or fairs, are subject to the following terms and conditions.

Creating your account

By registering your details on illabella.com you hereby agree to these terms and conditions. Your details will be added to our mailing list so you can be kept up to date with new products and the latest offers. There will be no more than 2 emails per month, you can unsubscribe here at any point or reply to the email with “unsubscribe” in the subject box.

Data Protection

Any personal information that you give us is held in accordance with the Data Protection Act 1998, we promise not to share or sell any part of your details to a third party.

The details we collect from you may include your name, address, telephone number, email address, any previous orders placed with illabella and any additional information you may choose to give us.

You are entitled to see any information we hold about you. To obtain a copy of this please send an email to carrie@illabella.com, please allow 14 days for a reply.

Ordering

To order, simply place the items you like in your shopping basket and when you’re ready click ‘checkout’. You will then be asked to make your payment via PayPal. All prices quoted are in GBP, if ordering from outside of the UK PayPal will convert the amount into your chosen currency. At present we can only accept orders for delivery within the United Kingdom but will be looking to expand this area soon, if you have any questions regarding this please feel free to contact me.

Please ensure all your delivery details are correct and up to date, as we cannot be held responsible for items delivered to the wrong address if it is the details you provided.

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Payment

When placing an order with illabella you will need to pay online via PayPal. This is the safest way of making payment and keeps your bank details secure and confidential; you will also be covered by the PayPal buyer’s protection.  You don’t even need a PayPal account to make payment, only an email address and your bank details. Most credit and debit cards are accepted in the UK.

If you would prefer to pay by cheque please email or telephone with your order, make sure you leave your email address and telephone number, we will then email you with an invoice for the full amount including postage. If payment is not received within 7 days and you haven’t contacted us the items will be relisted.

Please note: When paying by cheque please allow 7 working days for cheques to clear before the items are dispatched.

Delivery and Shipping

If the item/s you have ordered are already made and in stock your order will be prepared and dispatched within 2-3 working days (Monday – Friday) If any part of your order is not in stock and needs to be made we will notify you within 48 hours to inform you of the delay, you will be given the option of waiting for your items or receiving a full refund. Should you decide to wait we will make and dispatch your items as quickly as possible but please allow up to 28 days for delivery as occasionally the materials needed to complete your order may need to be ordered in. We will let you know if this is the case.

If you require any part of your order by a specific date, such as a wedding, please ensure this is noted at the time of ordering.

Whilst we will make every effort to meet your delivery requirements this cannot be guaranteed unless agreed in advance. If you have any queries regarding this please contact me before placing your order.

Depending on the size and weight of your package all postage costs are automatically calculated at checkout, we will use either Royal Mail or a national courier based on a 2nd class recorded delivery service.  All deliveries will require a signature upon delivery, without exception, but can always be sent to an alternative address if required.

Once dispatched, deliveries should take no more than 5 working days to arrive, however, we cannot accept any liability beyond our control for any disruption to service once the order has been dispatched; this may include, but is not limited to, industrial action or severe weather.

If you require 1st class or next day delivery (at additional cost) please telephone Carrie 07865 629074 before 12pm to ensure this is possible (size and weight restrictions apply*)

*Parcels for next day delivery cannot weigh more than 10kg and the size must not exceed 610mm x 460mm x 460mm

If, for whatever reason, your parcel cannot be delivered and is returned, the customer will be responsible for any additional postage costs incurred.

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Returns/Refunds

At illabella.com we are committed to 100% customer satisfaction. We want all of our customers to be delighted with their purchase! If however, you find the product is not as expected or doesn’t meet your satisfaction please let us know so that we can rectify the situation as quickly as possible.

Unwanted Items

As an online shop www.illabella.com is governed by the consumer contract regulations 2013.  After receiving your order you have 14 days to return it to us if it is not to your satisfaction. All goods returned must be sent via recorded delivery, please provide your order number along with your name and address and ensure the parcel is wrapped securely. Upon receipt the goods will be examined and subject to them being returned in the original packaging and in an unused condition we will refund the full purchase price within 7 days. You will only be refunded the purchase price that was originally paid and not the postage costs. You are also responsible for any postage costs incurred to return the items. Refunds can only be credited to the card originally used for purchase.

Please note: Earrings cannot usually be returned for reasons of hygiene, however, we understand that when receiving a gift or viewing an item in person you may not be 100% happy. In this case earrings may be returned but will be subject to a £1 surcharge (i.e. If a pair of earrings are purchased at £4.50 upon successful return they will be refunded at £3.50) This enables us to attach brand new ear wires and dispose of the old ones. If you should choose to exchange them for an alternative pair of earrings then the original earwires can be used on the replacement and there will be no surcharge added to your order.

Damaged Items

If the goods you receive are faulty or damaged in any way please notify us and return them within 14 days. You will be given the option of replacement goods or a full refund.

All goods returned must be sent via recorded delivery, please provide your order number along with your name and address and ensure the parcel is wrapped securely.

Refunds will be made within 7 working days of your order being received and checked. Refunds can only be credited to the card originally used for purchase. Refunds given for damaged goods will include any postage costs incurred by the customer.

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Customised/Bespoke Orders

If you see an item on illabella.com that you like but need it adjusted or customised in any way please contact me with your requirements. Whether the original piece is altered or a brand new item is made is at the sole discretion of Carrie McLeod.

Bespoke items are also available, whether this be something special for your wedding day or something to match a particular outfit or piece of jewellery you already own. Please contact me so we can discuss your individual requirements.

For both customised and bespoke pieces a 50% non-refundable deposit is required immediately to secure your order and the final balance should be paid in full before the order is dispatched. If you require your order by a specific date, such as a wedding, please ensure this is noted at the time of ordering. This is to ensure all materials needed to complete your order are in stock in plenty of time to meet your time scale.

Suitability for Children

Please note that many items available on this website may contain small parts and are not suitable for children under 3 years of age.

Complaints

We strive to provide excellent customer service at all times, however, if you should have a complaint about any part of our service please click here.  We will attempt to resolve all complaints as quickly as possible.

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The entire contents of this site including logo, text, designs and photographs are owned by Carrie McLeod trading as illabella. Any content of illabella.com may not be copied, reproduced or stored in any way whatsoever without prior written consent from Carrie McLeod.

Disclaimers

Every effort has been made to ensure all descriptions and specifications on this website are correct and up to date. Whilst we also try to ensure that the colours in photographs match those on the items themselves we cannot guarantee an exact likeness as the settings on individual computer screens may differ.

We accept no responsibility for any products, information or practices of other parties linked to this site.

Price changes are made at our discretion and can be altered at any time without notice.

Return address

illabella
108 Hollingsworth Road,
Lowestoft,
Suffolk, NR32 4BW

Please note: This is a postal address only and not open to the public

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