Customer Service

CUSTOMER INQUIRIES

If you have a question about any aspect of your order or our website, our customer care representatives are available to help Email: customercare@ipilya.com Call +44 (0)207 229 5149  from 8am-10pm GMT, seven days a week.

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PRESS INQUIRIES

Press and media email: press@ipilya.com

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HOW TO PURCHASE

The search feature is available on every page of our website. Type the word or phrase you want to search for and click the 'Search' icon.

  • Shop by browsing through the site.
  • Click on an image to access the item's product page where you will be given information on sizing and colour options.
  • Click on the ‘Add to shopping bag’ button near the desired item.
  • Review the items in your shopping bag by clicking the ‘Shopping bag’ link at the top of the page. Please be aware that when the item is in your shopping bag another customer can still purchase it.
  • You may resume shopping after viewing your shopping bag by clicking ‘Continue Shopping’. You can delete items from your shopping bag by selecting Remove.
  • Click on ‘Checkout’ link to complete your order.

Stock is strictly limited so if you are interested in an item which is not available to purchase online or is sold out, you can email us and we can add you to the waiting list.

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FIRST TIME ORDERS

For your added security, please be aware that first-time orders can only be shipped to the cardholder's billing address or a corporate work address which we are able to verify independently. Please ensure that your billing address matches the address on your card statement, and that the cardholder's name is written as it appears on the card.

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MANAGE YOUR ACCOUNT

Register with us and you'll be able to enjoy the following benefits through your IPILYA account:

  • Track your orders and review previous purchases
  • Request your return or exchange directly from your account
  • Manage your account details and email preferences

To create an account, simply click on ‘Your Account’ at the top of the page and then Create an Account’ to fill in your details.

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FORGOTTEN PASSWORD

If you have forgotten your password, click on the ‘Your Account’ link at the top of every page and click on ‘Forgotten password’. For security reasons we are unable to send your password via email.

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SIZING INFORMATION

Sellers use various sizing systems, however in order to aid our customers with their shopping we have provided a size chart to be used as a guideline for international sizing. Should you be unhappy with the fit for a particular purchase you can return the item. For made to order items please check sizing carefully as these are non-refundable as per seller returns policy. Please follow the instructions listed under returns. 

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SHIPPING AND DELIVERY

Most sellers deliver to over 150 countries around the world, and offer different shipping options to meet your needs.

Your shopping basket on the Site displays the goods you have chosen, each Seller has his or her own shipping method and timeframe for delivery, clearly visible when adding the item to your Shopping Bag. The delivery costs for each Seller vary according to the delivery methods they offer. Any delivery times quoted are in working days. Please check that you are in agreement with their policy.

Important information

  • All orders require a signature upon receipt.
  • Items cannot be redirected once the order has been dispatched.
  • Order cut-off times are guidelines only, and do not take into account possible delays caused by payment authorisation.
  • Due to shipping restrictions sellers cannot deliver to post office boxes.
  • To protect customers from fraudulent credit card use, all orders are subject to security screening and if any are found, the order may not be processed.
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INSURANCE

Sellers insure each purchase during the time it is in transit until it is delivered to you. Once the merchandise has been delivered and signed for, it is no longer covered by insurance

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TAXES & DUTIES

Prices on the website are shown as UK VAT inclusive for all EU destinations. To ensure the most accurate pricing, taxes and delivery costs, during the checkout procedure, the customer will identify which country the items will be shipped to. When ordering products for delivery outside of the EU you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Additional charges for customs clearance must be borne by you; we have no control over these charges. Customs policies vary widely from country to country, so contact your local customs office for further information. Your privacy is important to us and we would like our international customers to be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

If you are unsure if a seller can ship to you, send an email to customercare@ipilya.com and we will confirm whether the seller is able ship to you.

 

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PAYMENT

Payment can be made securely online by Visa, MasterCard, American Express, Delta, JCB and Maestro credit and debit cards.

The credit/debit card that is being used must be yours. All credit/debit holders are subject to validation checks and authorisation by the card issuer. If the issuer of you payment refuses to authorise payment, we will not be liable for any delay or non-delivery or you order. We also reserve the right to cancel your order. For first time online customers, we may request that shipping be to the credit card billing address only.

By submitting an order to us through our website you represent and warrant that the payment details provided on your order are valid and correct and that when your order is accepted and processed by us, payment will be made in full.

To help ensure that your shopping experience is safe, simple and secure IPILYA uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet.

To ensure you process orders securely you need to have SSL switched on in your browser. Further security information can be found within your browser. If SSL is enabled then you will see a padlock at the bottom of your browser and you can click on this to find out information about the SSL digital certificate registration.

To give you extra peace of mind when shopping online with IPILYA.COM, we have introduced MasterCard® SecureCodeTM & Verified by VISA. This service allows you to protect you MasterCard and VISA card with a unique password that you set up with your payment card issuer.

To use this service, you must first register with the bank or other organisation that issued your card. To find out more visit the MasterCard® SecureCode and Verified by VISA websites.

Once you have registered and created your own private password with your card issuer, you will be automatically prompted at checkout to provide this password each time you make a purchase.

Please note: your order will only be processed once we have the MasterCard SecureCode or Verified by VISA authorisation from your payment card issuer. IPILYA does not have access to your MasterCard® SecureCode or Verified by VISA password.

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RETURN AND REFUND POLICY

It is free to exchange items for a different size, based on stock availability. Please email us when Your complete satisfaction is important to us. Each seller on IPILYA’s marketplace has his or her own policy on refunds. If you would like to discuss or organise a refund or return any non-cancellable please email customercare@ipilya.com. Before you return any goods you must notify the seller within 14 days of receiving an item and obtain a Return Merchandise Authorisation number. If you have any problems or questions, you can contact one of our customer care representatives who will be happy to talk you through our returns procedure, simply call +44 (0) 207 229 5149.

The Return Merchandise Authorisation number should be written on the original receipt, which must be returned with the item. Any goods returned without the original receipt and Authorisation Reference number will not be accepted.

Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time.

Products must be returned in unused, unworn, unwashed, unaltered, and undamaged condition, with all tags still attached. Such Products must be returned in their original packaging, including any boxes, hangers, garment bags and other signature packaging materials. Please note that we cannot accept returns on items if you removed the tags.

The following items are generally non-cancellable and non-refundable:

  • Personalised items that are specially made, or ordered, with your choice of colour, name, diamonds, fabric, message or other customised aspect that makes the item unique to your requirements and therefore cannot be resold.

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CANCELLATION AND REFUND POLICY

Your complete satisfaction is important to us. Each seller on IPILYA’s marketplace has his or her own policy on refunds. If you would like to discuss or organise a refund or return any non-cancellable please email customercare@ipilya.com. Before you return any goods you must notify the seller within 7 days of receiving an item and obtain a Return Merchandise Authorisation number. If you have any problems or questions, you can contact one of our customer care representatives who will be happy to talk you through our returns procedure, simply call +44 (0) 207 229 5149

The Return Merchandise Authorisation number should be written on the original receipt, which must be returned with the item. Any goods returned without the original receipt and Authorisation Reference number will not be accepted.

Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time.

Products must be returned in unused, unworn, unwashed, unaltered, and undamaged condition, with all tags still attached. Such Products must be returned in their original packaging, including any boxes, hangers, garment bags and other signature packaging materials. Please note that we cannot accept returns on items if you removed the tags.

The following items are generally non-cancellable and non-refundable:

  • Personalised items that are specially made, or ordered, with your choice of colour, name, diamonds, fabric, message or other customised aspect that makes the item unique to your requirements and therefore cannot be resold.

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GIFT WRAPPING

All products purchased on this site are delivered in gift boxes bearing the IPILYA logo. The products are wrapped in tissue paper and enclosed in an IPILYA gift box that is wrapped with a ribbon.

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GUARANTEE OF AUTHENTICITY

IPILYA guarantees the authenticity of all the products purchased on our website. The products marked IPILYA are produced with the finest materials by expert craftsmen. All of our products are made in Italy.