Frequently Asked Questions
Welcome to the FAQ section of Illa – Small things matter. Here you will find comprehensive answers to the most frequently asked questions about our products and services. We hope this information helps you with your purchase. If your question is not answered here, please do not hesitate to contact us.
Orders & Minimum Amounts
Is there a minimum order amount?
No, there is no minimum order amount. You can order any product directly without a minimum spend. This ensures you have complete freedom when putting your order together.
Can I place both private and business orders with Illa?
Yes, Illa supplies both private individuals (B2C) and business customers (B2B). With one account, you can manage different billing and delivery addresses. This is useful if, for example, you want to order for both private and business use, or if you want deliveries to different locations. Free shipping applies to both types of orders from €50. For specific business inquiries, please contact us at in**@**la.be.
Can I change or cancel my order?
Please contact us as soon as possible if you wish to change or cancel your order. We do our best to accommodate your request before the order is shipped (cf. Article 5 General Terms and Conditions of Sale). Flexibility is important to us, and we want you to be satisfied with your purchase.
Which payment methods does Illa accept?
We accept all major credit cards, allowing you to make your purchases safely and easily. Bancontact, Visa, Mastercard, American Express, Apple Pay, Google Pay, KBC/CBC Payment, Belfius Direct Net, iDEAL | Wero, PayPal.
Shipping & Delivery
What are the shipping costs? When do I qualify for free shipping?
Shipping costs are €6.95 within Belgium and €8.95 within the Netherlands. Free shipping is available on orders from €50 for both countries. This applies to all our products and is an extra benefit of shopping at Illa.
How quickly are products delivered? Is local pickup possible?
Products are shipped within 1-2 business days. We strive to deliver your order as quickly as possible. Please note: it is not possible to pick up orders. All orders are delivered exclusively via shipping.
Does Illa also offer international shipping?
Yes, Illa provides deliveries in Belgium and the Netherlands. We work with renowned transport partners Bpost and DPD to guarantee reliable and secure delivery of your order.
Stock & Availability
What if a product is out of stock?
If a product is out of stock, this is clearly indicated on the product page and the item cannot be ordered. We recommend contacting us at in**@**la.be if you are interested in an out-of-stock product. We can then inform you about the expected availability and keep you updated when the product is back in stock.
Return Policy & Warranty
What is Illa's return policy?
You have a 14-day cooling-off period starting from the day you receive your order. If you want to return an item, please first send an email to in**@**la.be with your order number; you will then receive the return instructions.
During the cooling-off period, you may only unpack and handle the product as much as necessary to determine its nature, characteristics, and functioning; if you go beyond that, a reduction in value may be charged.
Return costs are the responsibility of the customer. After receiving and checking the return, we will refund the purchase price (including standard delivery costs) within 14 days.
The right of withdrawal does not apply to goods made or assembled at the customer’s request, goods with a clearly personal character, goods that by their nature cannot be returned, sale items, or in other cases as determined in Article VI.53 WER. There is no right of withdrawal for B2B orders.
What warranty do I get on my purchase?
All our products are covered by the legal 2-year warranty. This covers manufacturing defects and faults that are not the result of normal use. In the event of a warranty claim, we ask you to contact us at in**@**la.be within 24 hours of receipt. Please include photos of the defect and your order number. We will process your claim as quickly as possible and offer a suitable solution.
What should I do if my order arrives damaged?
Should your order arrive damaged, please contact us within 24 hours at in**@**la.be. This prompt notification is essential because it allows us to immediately file a claim with the carrier. Include photos of the damage and the packaging, along with your order number. Without timely notification, we can no longer establish the carrier’s responsibility, which may affect the handling of your complaint. Upon timely notification, we will provide a suitable solution as quickly as possible.
Product & Maintenance
What is the best way to maintain my Illa products?
You will find specific maintenance instructions on the product page for each item. It is important to follow these instructions carefully to ensure the quality and longevity of your products. For specific maintenance questions, you can always contact us at in**@**la.be. We advise keeping the original product packaging, as it often contains important maintenance information.
What products does Illa offer?
We offer an extensive collection of home decor and accessories, including candles, coasters, pans, and tableware. Our products are carefully selected for quality and design to give your home a personal and cozy atmosphere.
How does Illa handle sustainability and packaging materials?
At Illa, we strive for sustainability by choosing high-quality, durable products with a long lifespan. We consciously avoid using plastic packaging material. Your order is carefully packed to prevent damage during transport, using only cardboard and other environmentally friendly materials. We choose recycled materials wherever possible and avoid unnecessary packaging waste. All products are professionally and securely packed to guarantee perfect condition upon delivery.
Contact & Service
How can I contact Illa for more information?
You can reach us via email at in**@**la.be or by phone at +32 471 96 56 99. Our team is ready to answer all your questions and assist you further.
Do you have a physical showroom where I can view the products?
No, Illa is purely an online shop and currently does not have a physical showroom. We do ensure that all our products are extensively photographed and described on our website, so you get a good impression of each item. If you have questions about specific products, you can always contact us at in**@**la.be or by phone at +32 471 96 56 99. We are happy to help you with detailed product information and tailored advice.
In which languages is the website available?
Our website is available in Dutch, English, and French, so you can shop in your preferred language and clearly understand all information.
Updates & Loyalty
Does Illa offer a loyalty program?
We do not offer a loyalty program at the moment, but we are working on offering exciting programs in the future that will give you extra benefits.
How can I stay informed about new products and offers?
Via our website www.illa.be or by following us on Facebook and Instagram. This way, you stay informed about the latest products and exclusive offers we regularly provide. For further questions or information, feel free to contact us. We are ready to help you and make your shopping experience as pleasant as possible!