Returns and damage claims

Every ITLU piece is checked, folded and packed on camera, with its tag in view. Because of that, we accept a claim only when a piece arrives damaged or is not the piece you ordered.

What we accept

A piece that arrives damaged: a tear, hole, stain or weaving defect that was there when the parcel was opened.
A piece that is not the one in your order.

What we do not accept

Change of mind, or a colour or size that is not what you expected. Colours can look slightly different on screens; the photos and the description are as close as we can make them.
Pieces that have been worn, washed, altered or had the tag removed.
Claims made more than 48 hours after delivery, or without an unboxing video.

How to make a claim

Record the unboxing. One continuous video, from the sealed parcel with its label visible, through opening it, to the damage and the tag.
Send it to us within 48 hours of delivery, by email or WhatsApp, with the order number, the video and a few close-up photos. In Your orders, “Report a damaged or wrong piece” writes the message for you.
We check it against our packing video within 2 working days and reply to you directly.
If it is approved, we arrange a pickup. Once the piece is back with us, unworn and with its tag, we send a replacement or refund it to the way you paid.

Cancelling an order

Write to us by email or WhatsApp before the order is handed to the courier. We confirm each cancellation ourselves; a paid order is refunded to the way you paid.