FAQ

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! 

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. 

How can I exchange or return an item purchased?

For any returns or exchanges, please register them here. For most countries, this will generate a return label via a separate email, for you to ship back the unwanted items to us. We kindly ask that you return all items within 14 days of your purchase.

If no return label is received within a few hours, 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. 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

Exchanges within the EU are free of charge, however, for exchanges from outside of the EU, the customer is responsible for the return cost of the exchanged product that is being shipped back. 

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. 

My size is sold out - can I sign up for restock notifications?

Please sign register your email for the products that are sold out under the product page - we will notify you as soon as they are back in stock. If for some reason this isn't working, don't hesitate to reach out to us at hello@ilouity.com.

Where can I try on the pants?

Right now we are only available online. 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! 

Do I pay for the shipping?

We offer free worldwide shipping for orders above 300 euros/ 300 USD, below that we have a flat shipping fee. 

What should I do if something is wrong with my purchased item?

Please reach out to hello@ilouity.com and make sure to include photos of the damaged product.

How do I take care of my denim?

Please refer to our denim care guide here

What material is used in your garments?

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.

Where are Ilouity garments made?

Our jeans are made in Turkey at a denim specialized factory and our Jersey wear 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. 

Press/ Partnerships related questions:

Please email us at hello@ilouity.com and include "partnerships" or "press" in the subject line.