Return Policy

THE ILY COMPANY

Return & Refund Policy

Last Updated: March 1, 2026

At The ILY Company, we want you to love what you receive. Because many of our products are curated, customizable, or personal in nature, our return policy is designed to protect product integrity while remaining fair to our customers.

Please review this policy carefully before placing your order.

 

 

1. Return Window

Eligible items may be returned within 14 days of delivery.

To qualify for a return:

  • Items must be unused and in original condition

  • Items must be free of stains, odors, pet hair, damage, or signs of wear

  • Original packaging and tags must be attached (if applicable)

  • Proof of purchase is required

Returns requested after 14 days of delivery may not be accepted.

 

 

2. Custom, Pre-Built & Build-Your-Own Bloomie Boxes

Because customizable Bloomie Boxes are curated and assembled specifically for you:

  • All custom or Build-Your-Own Bloomie Boxes are final sale.

  • Custom boxes are not eligible for return, refund, or exchange unless items arrive damaged or defective.

This protects the safety, hygiene, and resale integrity of our products.

 

 

3. Bloomies (Plush Products)

Individual Bloomies sold separately may be returned within 14 days if:

  • Unused and in original condition

  • Free from stains, damage, or odors

  • Returned in original packaging

For hygiene and safety reasons, we reserve the right to refuse returns that show signs of use.

 

 

4. Clothing & Apparel

Clothing items (including tops, sweatshirts, loungewear, and similar apparel) may be returned within 14 days if:

  • Unworn and unwashed

  • Free of stains, deodorant marks, makeup, odors, pet hair, or damage

  • All original tags are attached

Items that appear worn, washed, altered, or damaged will not be eligible for refund.

We do not guarantee fit. Customers are responsible for reviewing size charts before purchasing.

 

 

5. Accessories

Accessories (including bags, small goods, and similar items) may be returned within 14 days if:

  • Unused and in original condition

  • Returned with original packaging (if applicable)

Certain accessories may be final sale if marked as such at checkout.

 

 

6. Non-Returnable Items

The following items are final sale and not eligible for return:

  • Custom or personalized products

  • Build-Your-Own Bloomie Boxes

  • Items marked “Final Sale”

  • Gift cards

  • Digital products or downloads

  • Opened hygiene-related products (if applicable)

 

 

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Contact us within 5 days of delivery

  • Email customerservice@theilycompany.com

  • Include your order number and clear photos of the issue

If approved, we may offer:

  • Replacement

  • Refund

  • Store credit

We reserve the right to require return of damaged merchandise before issuing a replacement.

 

 

8. Return Shipping

Customers are responsible for return shipping costs unless the item was:

  • Damaged

  • Defective

  • Incorrectly fulfilled

Original shipping fees are non-refundable.

We recommend using a trackable shipping method. We are not responsible for returns lost in transit.

 

 

9. Refund Processing

Once your return is received and inspected:

  • You will be notified of approval or denial

  • Approved refunds will be issued to the original payment method

  • Please allow 5–10 business days for processing by your financial institution

Items that do not meet eligibility requirements may be returned to you at your expense.

 

 

10. Order Cancellations

Orders may be canceled before they have been packed and shipped. This timeline may vary, so if you would like to cancel your order, we suggest you do it within the first 2 hours of completing your purchase. 

Custom Bloomie Boxes cannot be canceled once assembly has begun.

 

 

11. Refused or Undeliverable Packages

If a package is:

  • Refused

  • Returned due to an incorrect address

  • Undeliverable

We may deduct return shipping and handling fees from your refund.

Customers are responsible for entering accurate shipping information at checkout.

 

 

12. Chargebacks

Initiating a chargeback without first contacting us to resolve an issue may result in:

  • Account restriction

  • Refusal of future orders

We are committed to resolving issues directly whenever possible.

 

 

13. Contact Us

To request a return or report an issue:

Email: customerservice@theilycompany.com

Please include:

  • Full name

  • Order number

  • Description of issue

  • Photos (if applicable)