shipping & delivery
2-4 working days, shipped by Royal Mail
5-7 working days (international delivery times may vary)
shipped via DHL
UK for orders over £100 free shipping is applied at checkout
Europe for orders over £150 free shipping is applied at checkout
For shipments to Europe, orders will not be affected by customs or import taxes.
For all other countries, import or customs duties (including GST and VAT) may be charged once the order reaches the destination country and must be paid by the person placing the order. We will not refund your order if you do not want to pay the import or customs duty. Customs duties and policies vary per country. This may also impact delivery times.
Use this text block to discuss some commonly asked questions like shipping and returns, sizing, warranties, or product and company details.
returns & refunds
we want you to enjoy your ilody products, please see below the options for returns and refunds.
If you have ordered the incorrect product, and it is unused and unopened, please contact us within 14 days of delivery for a full refund, less shipping costs. Please note we are only able to return products which have been purchased directly from emmalewisham.com as we’ll have a record of your transaction.
*Please note we do not accept returns on opened and used products.
To return the incorrect product received, which has been unopened and unused, please send an email to firstname.lastname@example.org and we will provide a return authorisation and mailing information. Please ensure that returns are well packaged. We recommend using a tracked method of return delivery as we are unable to accept responsibility for lost return packages. You will be responsible for paying for your own shipping costs of returning the product.
We advise customers to choose products carefully before purchasing as we are not able to accept returns on opened and used products. We are always here to help with product choices so please do not hesitate to reach out to us at email@example.com, should you have any product questions prior to purchasing. Also, please be sure to check the product pages on our website for full ingredient lists. Please be sure to read over this list to ensure you have no sensitivities to any of our ingredients.
If you have had a reaction to a product, please be sure to view the product page on our website for a full ingredient list. Please be sure to read over this list to ensure you have no sensitivities to any of our ingredients.
If this is the first time you have experienced this reaction and have no known sensitivities or allergies, please know that when introducing new products to a routine we do suggest introducing each product slowly, which will allow your skin to adjust to varying amount actives in a new formulation.
There are a few things you can do to help your skin with this adjustment process. Dialling back the amount of the product you are using (use less than is initially recommended in the instructions, e.g., half a pump, instead of 1 pump), building up usage of the product (use it initially every alternate day, then work up to using it every day), and introducing one product at a time will all help your skin to adjust.
Please try the suggestions above and if you are still experiencing a reaction in a few week's time please do not hesitate to contact our team please email firstname.lastname@example.org.
If you have purchased from one of our stockists please reach out to them directly and they will be happy to assist you. We are unable to refund products and transactions which were not originally transacted through us.
If your product was delivered damaged, please contact us at email@example.com and provide a photo of the damage. Our team will then assess the damage and provide either compensation or a replacement for the product depending on the severity.