Damage & Refund Policy

Effective Date: February 2025

Thank you for shopping with Ilham We strive to provide the best products and services. If you are not entirely satisfied with your purchase, we’re here to help.

In the unfortunate event that your order arrives damaged, the purchaser must contact Ilhām within 24 hours of receiving the goods. Please email Ilham.team24@gmail.com with a clear photo and details of the damage.

Once reviewed, Ilhām will arrange for a replacement or refund if deemed appropriate.

Returns and Refunds

We hope you love your purchase, but we understand that sometimes it might not be quite right – and that’s no problem!

If you wish to return an item, please do so within 7 working days, ensuring you include your order details. We are happy to offer an exchange or refund via the original payment method.

Please note that return postage costs are the responsibility of the customer unless the return is due to an error on Ilhām’s part. In such cases, we will assess each situation individually.

All returned items must be packaged securely to avoid damage in transit. Any damage incurred during the return process may affect your refund eligibility.

Under the Distance Selling Regulations, you have the legal right to cancel your order within seven working days of receiving the goods, except for:

Personalised or custom-made items

Perishable goods (e.g. flowers, food etc.), as outlined in Section 13(c) of the Distance Selling Regulations

Products that have been opened or have expired while in your possession

Before returning any items, please notify Ilhām, and you will need to arrange your own courier for the return. All goods must be returned in their original, saleable condition.

To initiate a return, please email Ilham.team@gmail.com with your Full Name, Order Number, and Reason for Return.