ORDER PROCESSING

Order processing is the time it takes from when you place your order on our site to when it gets packed up and shipped out. This usually takes 1-2 business days.

Once your order is placed, we have a very limited window to make any changes or cancellations. If you require an order change or cancellation, please let us know as soon as possible by sending us an email at contact@ilashsg.com. We can't guarantee that we'll be able to catch your order before it gets to our warehouse for fulfillment, but we'll try our absolute best!

Please note that during holidays, new product launches, restocks, and promotions, order processing times may be subject to delays. We thank you in advance for your understanding!

 

DELIVERY AND SHIPPING COSTS

Please note delivery times do not include order processing times.

SINGAPORE

We provide free shipping within Singapore with no minimum spend. Once your order ships, it will arrive to you in 1-3 working days via Ninja Van, which can be tracked at: https://www.ninjavan.co/en-sg/tracking?id 

INTERNATIONAL

Shipping rates for international orders:

Hong Kong and Taiwan:

• Orders over SGD$200 ship for FREE!
• Orders under SGD$200 are shipped for a flat rate of SGD$35

Australia:

• Orders over SGD$350 ship for FREE!
• Orders under SGD$350 are shipped for a flat rate of SGD$50
  

NOTE: Above rate excludes local customs duty and taxes

Orders can be tracked at:  https://www.aramex.com/sg/en/track/shipments or https://www.fedex.com/en-sg/home.html

Once your order ships, it should arrive to you within 8-14 business days. Please note that this is an estimate and not a guarantee, as sometimes packages may experience delays in transit to international countries.

• Delivery service is unavailable to PO box (Post Office box) / APO (Army Post Office) / FPO (Fleet Post Office) / DPO (Diplomatic Post Office) addresses
• All rates quoted are net rate inclusive of all surcharges except customs duty and taxes, temporary import export charges, import taxes or duties and shipment return charges.

 

DAMAGED AND MISSING

DAMAGED

We take full responsibility for damaged products due to manufacturing defects. Please send us a photo at contact@ilashsg.com, and we'll be happy to figure out a solution.

MISSING

If your package has been marked delivered yet you can't locate it, please allow 3 business days from the delivered date on the tracking number as some carriers may be experiencing latency issues and lags in their tracking. If by the 3rd business day you still cannot locate your order, please reach out to us.

 

RETURNS AND EXCHANGES

We are happy to accept returns and issue replacements for faulty items, however we do not offer refunds for change of mind. 

To be eligible for a return, your item must be purchased on ilashsg.com and needs to be unopened/unused. We reserve the right to refuse an exchange should a return item product not meet these requirements or if the product has been damaged by the recipient due to lack of care.

Case	Return Period	Postage Paid By	Options
Received different items	15 days from the delivery arrival	ILASH SG	Exchange / Store credit / Refund
Faulty Item*	Anytime	ILASH SG	Exchange / Store credit / Refund

 

NOTE: We take full responsibility for damaged or defective products as noted above. Additionally, we understand that everyone’s skin is different and may react to our products and ingredients. If you aren’t fully satisfied with your purchase, please let us know!

 

CUSTOMER CARE

For all customer inquiries, you can contact us through email at contact@ilashsg.com. Our business hours are Monday to Friday 9am to 5pm GMT+8, excluding national holidays.