FAQs
Below are some frequently asked questions. If you don’t find your answer, please reach out to us at hello@ilouity.com and we will do our best to respond timely!
1. Where is my order?
Once you have placed your order you will receive an order confirmation by e-mail. When the order is handled by us you will receive a shipment confirmation and from there, delivery time depends on your location and the carrier. Please see under our Shipment Policy page.
2. How can I exchange or return an item purchased online?
For any returns, please fill out the return form included in your package and ship it back to us with the return label if included within 14 days of your purchase. If no return label is included (non Sweden orders), you can contact us on the above email address to see if we can help you with a label. Customers are responsible for the return shipment cost and handling fee. Return shipment prices for return labels booked by Ilouity are listed under our returns policy. Products must be in original condition, with all tags on and in an unused condition. You can find more on our return and refund policy here.
If you wish to exchange, please reach out to hello@ilouity.com with the reason for your exchange. Exchanges within the EU are free of charge, however, for returns from outside of the EU, the customer is responsible for the return cost of the exchanged product that is being shipped back.
3. Can I cancel my order?
It is possible to cancel your order by e-mailing hello@ilouity.com before the order is processed into shipment. If the order is already confirmed and shipped, you cannot cancel or change it. In that case, you can return your items once you have received your order.
4. I cannot find my size or preferred color. What do I do?
Please reach out to hello@ilouity.com with an inquiry and we will let you know about restock times and when you can expect the item to be back in stock.
5. Where can I try on the pants?
Right now we are only available online through our ilouity.com. We will be soon launching our sales through various online retailers as well as getting smaller batches to physical stores. To stay up to date on this, please sign up for our newsletter!
6. Do I pay for the delivery?
Right now we are working on setting up on shipment partnerships that will enable free shipments for our customer. However, in our current state, you will be the one paying shipment costs.
7. What should I do if there is something wrong with my newly purchased garment, before use?
Please reach out to hello@ilouity.com and make sure to include photos of the damaged product.
8. What are the materials used in your fabrics?
Our pants are made largely from Organic Cotton and supplemented with mostly recycled materials that allow for more stretch (recycled polyester and elastan). We are trying to only use recycled and organic materials in our pants and have listed the exact specifications of our garments under each product.
9. Where are Ilouity garments made?
Our jeans are made in Turkey at a denim specialized factory and our Dressed up leggings are made in Portugal.
Our partner factory carries certificates for GOTS, SWAN, BSCI, OCS, GRS EU ECO Label, Oeko-tex and have been successfully audited by FWF (Fair Wear Foundation). We are proud to be partnering with a producer that holds itself accountable to minimizing our footprint on the environment and is adopting the best of denim production technology to ensure high product quality, high manufacturing pace and capacity, and a minimized impact on the environment.
The factory has a high bar for their employees, with maximum working hours per week being capped at 48 hours, provided health and minimum one day off per week. Employment minimum age limit is 18, employees are offered health and safety trainings, salaries abide by the minimum wage and facilities offer all necessities.
10. Who do I reach out to for press or partnerships?
Please email us at hello@ilouity.com and include "partnerships" or "press" in the subject line.