Delivery, Returns & Cancellation Policy

At ILVZA, every fragrance is carefully crafted, inspected, and packed before it leaves our studio. We want every order to reach you in perfect condition and provide an experience worthy of your trust.

If something isn't quite right, we're here to help. The policies below are designed to ensure a transparent, fair, and seamless experience for every customer.

Returns & Replacements

Due to the personal and hygienic nature of fragrances, we are unable to accept returns or exchanges for products that have been opened, used, or delivered in good condition.

However, if you receive a product that is:

  • Damaged during transit
  • Defective
  • Incorrect
  • Missing from your order

please contact us within 24 hours of delivery. To help us resolve your request quickly, kindly provide:

  • Your Order ID
  • Clear photographs of the product and its packaging
  • A brief description of the issue

We also recommend recording an unboxing video and retaining the original packaging, as this may help us verify claims more efficiently.

Once your request has been reviewed and approved, we'll arrange a replacement or process a refund, in accordance with our Refund Policy.

Damaged or Tampered Packages

If your package appears visibly damaged, tampered with, or opened at the time of delivery, we recommend refusing the shipment and contacting us immediately.

If you've already accepted the package, please notify us within 24 hours with photographs and, if available, an unboxing video so we can investigate the issue promptly.

Refund Policy

If your cancellation or refund request is approved, your refund will be issued as ILVZA gift card credit or wallet balance, ready for you to use whenever you deem fit, on the fragrance you've been meaning to try, or the next addition to your collection.

Refunds are typically initiated within 2–3 business days after approval. Once processed, the credit will reflect in your ILVZA account or arrive via your registered email, so it's always within reach when you're ready to return.

If you paid using Cash on Delivery (COD), there's nothing extra you need to do — our team will add the refund amount directly to your gift card or wallet balance, ready to be redeemed at your convenience.

If you have any questions about your refund or need assistance, please reach out to our team with your Order ID, and we'll be happy to help.

Cancellation Policy

Orders may be cancelled at any time before they have been dispatched.

You can request a cancellation by logging into your ILVZA account and visiting My Orders, or by contacting our team with your Order ID.

Once an order has been dispatched, we're unable to cancel it, as it has already been handed over to our courier partner.

If payment has already been made, approved cancellations will be refunded as an ILVZA gift card or wallet balance, in accordance with our Refund Policy.

Orders Marked as Delivered

If your order is marked as delivered but has not been received, please notify us within 3 days of the delivery status update.

We'll work closely with our courier partner to investigate the matter and help resolve it as quickly as possible.

When Returns or Refunds Cannot Be Accepted?

We may be unable to approve returns or refunds in the following situations:

  • The product has been opened or used.
  • The request is made outside the applicable reporting period.
  • The damage is the result of misuse, accidental breakage, improper storage, or normal wear after delivery.
  • The product was purchased through an unauthorised reseller.

Do You Need More Assistance?

If you need help with a return, refund, cancellation, or any order-related enquiry, our Fragrance Concierge will be delighted to assist you.

Phone / WhatsApp: +91 85272 31222

Email: contact@ilvza.com

We're committed to making every ILVZA experience as thoughtful after your purchase as it is before.

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