FAQs
Shopping & Payment
Do I need to create an account to purchase?
Yes, you need to create an account to purchase. This not only ensures the security of your transactions but also allows you to track order status, complete checkout quickly, receive exclusive offers, and access your shopping history. Creating an account is quick and easy; simply provide basic information to make your shopping experience more convenient and personalized.
What payment methods do you accept?
We currently accept Visa and Mastercard.
Do you offer price adjustments?
We do not offer price adjustments. If you have any questions, please contact [email protected].
Do you accept phone orders?
All our orders are placed through our website, so we cannot accept any orders by phone or chat.
We have tried our best to make the ordering process as smooth and simple as possible, but if you encounter any problems during the ordering process, please feel free to let us know, and we will be happy to assist you!
Is my payment secure?
Yes, our website uses secure servers to ensure the absolute security of all your credit or debit card transactions. We use fraud detection systems and identity verification processes before processing each order. When you use our website, all personal information you send to us is encrypted by our secure servers. Your credit or debit card information is processed through our secure payment system. Ilariy does not store any credit or debit card information.
Why am I receiving a payment error message at checkout?
We apologize for the difficulty you encountered while placing your order. Please carefully verify that all your bank card information is correct and ensure that the payment method you are using is supported by our website. We recommend that you check your card’s expiration date and billing address for accuracy, and confirm that your account balance is sufficient.
Can I use multiple promo codes?
No—only one promo code can be used per order. Promo codes cannot be combined.
How do I use a promo code?
At checkout, simply enter the promo code in the “Promo Code” field to apply it to your order.
Why is the price I see different from the price at checkout?
Prices may change due to promotions, offers, or other factors. If you encounter a price difference between the displayed price and the actual price at checkout, please ensure that the promotion has been applied or contact our customer service team for assistance.
My Order
When will I receive my order confirmation email?
An order confirmation email will be sent to the email address you provided when placing your order. If you haven’t received the confirmation email after a few minutes, please check your spam/junk mail folder. If you still can’t find the order confirmation email, please email [email protected].
What should I do if I haven’t received my order confirmation email?
The order confirmation email will be automatically sent to your email address. If you haven’t received it, it may have been mistakenly identified as spam or a promotional email. If you still can’t find it, please contact us—we’d be happy to resend it for you!
My order was automatically cancelled. Why?
If your order was automatically cancelled after successful checkout, it may be because our payment service provider automatically flagged it as a potential fraudulent order. Please try using a different payment method to complete your purchase and ensure that your shipping address matches the address registered with the payment method you selected.
My order failed, but I saw that money has been deducted from my bank account?
If your payment fails due to technical difficulties, incorrect information, or insufficient funds, your selected payment method will be pending, and the transaction will be refunded shortly. If payment has been successfully deducted from your account but you have never received our order confirmation email, please contact our team at [email protected] with your full name and shipping address.
Can I change the items in my order?
Once an order is submitted, we cannot change any items.
Can I change the shipping address in my order?
Yes, you can before the order ships. Once the order has shipped, we cannot change the shipping address. Please double-check your address before confirming your purchase.
How do I cancel my order?
We apologize for wanting to cancel your order. If your order has not yet shipped, please contact our customer service team at [email protected] explaining the reason for cancellation, and we will cancel and refund you. Once the order has shipped, please return the item and get a refund according to our return policy after receiving the order.
How can I check my order status?
After placing your order, you will receive an order confirmation email containing your order number. You can track the status of all your orders in your account. You will also receive tracking information after your order ships.
Shipping & Delivery
Where do you ship to?
We offer global shipping, but purchases and shipping are not supported in the following countries/regions: Afghanistan, Belarus, Burundi, Cuba, Myanmar, North Korea, Iran, Iraq, Russia, Somalia, South Sudan, Sudan, Syria, Ukraine, and Venezuela.
Do I need to pay sales tax or customs duties?
All prices on the Ilariy website do not include sales tax, VAT, or customs duties. We do not charge any sales tax or VAT at checkout.
When your order arrives, local customs may charge import taxes or duties. These costs vary by country and are borne by the customer. Unfortunately, we cannot control or predict these costs.
Which shipping companies do you use?
We ship via FedEx or DHL to ensure your order is delivered efficiently and reliably.
How do I track my package?
Once your package has shipped, you will receive an email with a shipping confirmation and tracking information. You can check the package status using the tracking number on the carrier’s website, or log in to your Ilariy account to view your order history and tracking number.
How much does shipping cost?
You can add items to your cart to see the shipping cost. Customers can also click “Checkout” to access the checkout page, fill in their shipping information to view the total cost, and test their order.
What should I do if my package is lost or not delivered on time?
If the tracking information shows your package has been delivered but you haven’t received it, please check the area around the package and confirm if someone has accepted it on your behalf. If the package is still missing, please contact our customer service at [email protected] for assistance.
What are some possible reasons for package delays?
Package delays may be due to incorrect address, payment delays, order modifications, or no one being home to sign for it. If you are not home, the courier will leave a pickup notification card and arrange for redelivery.
A redelivery fee or address change fee will be charged, calculated based on the specific circumstances.
How do I handle damaged packages?
If your package is damaged in transit, please contact customer service within 48 hours of receiving the goods. We will help you resolve the damage and may offer a replacement or refund.
Can I choose the delivery date and time?
While we cannot make specific promises about delivery dates and times, sometimes a suitable delivery time can be arranged through the card left by the courier.
Returns
Can I return discounted items?
All discounted items are final sale items and cannot be returned or exchanged. Final sale items will be indicated on the product page.
How do I apply for a return?
Please submit a return request via email to Ilariy within 28 days of receiving the item. We will review and send a Return Authorization (RAM) and relevant return information.
Who pays for return shipping?
For returns due to personal reasons (e.g., dislike, unsuitable, wrong size, etc.), the original shipping cost will not be refunded, and the return shipping cost will be borne by the buyer. For returns due to product quality issues or incorrect shipment, both the original shipping cost and the return shipping cost will be borne by the seller.
When will my refund be processed?
We will process your refund after receiving and inspecting your return (within 5 business days).
How long does it take for the refund to arrive?
After the refund is issued, it is processed by the payment service provider, which usually takes 3-7 business days. The specific time is determined by the payment service provider.
What should I do if I haven’t received my refund yet?
First, check your bank account, then contact your credit card company and bank. If the problem persists, please contact us via email.
Does Ilariy offer exchanges?
Currently, we do not offer exchanges. If you require a different item, please return the item and receive a refund before repurchasing.
Can I cancel a partial order?
Yes, if you wish to cancel a partial order, please specify the items you wish to return in your return request, and we will process the corresponding refund.
Products
How to choose the right size for your child?
It’s recommended to refer to a size chart based on specific measurements such as height, chest circumference, and waist circumference. If you fall between two sizes, choosing one size larger is usually more comfortable and allows for longer wear as your child grows.
Do gymnastics or dance costumes need to fit perfectly?
Yes, these types of costumes emphasize a close fit to the body, allowing for easy movement and avoiding interference from excess fabric. However, it’s still important to ensure that the garment doesn’t feel constricting or chafing during activity.
Are sequins, mesh, and other embellishments prone to falling off?
Generally, they won’t if worn normally and washed according to care instructions. However, hand washing or placing these garments in a laundry bag is recommended to reduce friction.
Should I consider my child’s growth rate when purchasing?
Yes. Children’s height changes rapidly. If you want them to last longer, allow a little extra room, ensuring they don’t restrict movement.
How should I store these clothes?
Formal dresses and embellished styles are best hung to avoid pressure; knitted or elastic fabrics can be folded and stored in a dry, well-ventilated place.
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