Refund Policy

All Sales Are Final

All ILARÓ merchandise is made to order and printed through our partner, Printful, at the time you place your order. Because each item is custom made specifically for you, all sales are final. We do not accept returns, exchanges, or offer refunds for buyer's remorse, change of mind, or ordering the wrong size. Please check our size chart carefully before ordering.

Defective or Damaged Items

If your item arrives defective, damaged, or misprinted, we will make it right. Please contact us at info@ilarocollective.com within 30 days of receiving your order. Include your order number and clear photos of the issue. We will arrange a replacement or full refund at no cost to you.

Wrong Item Received

If you received the wrong item, contact us within 14 days of delivery with your order number and a photo of what you received. We will ship the correct item to you at no additional charge.

Lost in Transit

If your tracking stops updating and your order never arrives, contact us at info@ilarocollective.com with your order number. We will file a claim with our fulfillment partner and either send you a replacement at no cost or issue a full refund, whichever you prefer. Claims must be filed within 30 days of the estimated delivery date, so please reach out as soon as you suspect a problem. After that window we are no longer able to recover the order.

Packages Marked Delivered

We are not responsible for packages stolen after a confirmed delivery by the carrier. If tracking shows your order was delivered and you cannot find it, please check everywhere around the property, ask anyone else at the address, and contact your local carrier office. Carriers often hold GPS data for the exact drop-off point and can open a theft investigation. We are glad to send you the full tracking record to support that claim, but we cannot issue a refund or a replacement for an order the carrier has confirmed as delivered.

Incorrect or Incomplete Addresses

Orders ship to the address entered at checkout, so please double check it before you pay. If a package is returned to us because the address was wrong, incomplete, or unclaimed, we can ship it again once you cover the cost of reshipment. We are not able to refund orders that could not be delivered because of an incorrect address.

Cancellations

Contact us as soon as possible at info@ilarocollective.com with your order number if you need to cancel. Because production can begin shortly after an order is placed, we'll do our best to catch it in time, but we can't guarantee a cancellation once an order has been submitted.

How to Request a Refund

Email us at info@ilarocollective.com with your order number, a description of the issue, and any supporting photos. We aim to respond within 2 business days. Approved refunds (which apply to defective, damaged, wrong, or lost items) are processed to your original payment method within 5–10 business days.