Ilani 24 Jewel — Shipping Policy

Free shipping on every order

Shipping is free on all orders, with no minimum. Import duties and taxes are covered by us — you will never be asked to pay anything on delivery.

We ship to addresses in the United States only.

Processing

Orders are packed and dispatched within [INSERT] business days, Monday to Friday. Dispatch pauses during Chinese public holidays, including Chinese New Year — we will post notice on the site before those periods.

Processing can run longer during sale periods and the holiday season. If your order will be delayed beyond the window shown at checkout, we will email you.

Delivery estimates

Service	Estimated delivery
Standard (free)	[INSERT] business days after dispatch

 

Estimates run from dispatch, not from when you order, and exclude time in customs. Deliveries to Alaska, Hawaii, US territories and military addresses (APO/FPO/DPO) take longer, and military addresses can be held for additional inspection, so we cannot estimate those.

Delivery times depend on the carrier and are not guaranteed.

Duties and customs

Your order ships from our fulfilment partner in China and clears US customs on the way. Duties apply to shipments from outside the US regardless of value — but we ship Delivered Duty Paid, so all of it is included in the price you paid at checkout.

If a carrier ever sends you a customs or brokerage invoice for an order from our store, don't pay it. Forward it to support@ilani24jewel.com and we'll deal with the carrier.

Tracking your order

You'll get a confirmation email straight after ordering, and a tracking number by email once your parcel is dispatched.

If your confirmation email never arrived, the address was probably mistyped. Email support@ilani24jewel.com with your name, shipping address and phone number and we'll find the order.

Changes and cancellations

We process orders quickly, so we can't guarantee a change or cancellation once an order is placed. Email support@ilani24jewel.com as soon as possible and we'll do what we can. Once a parcel is dispatched, the address can't be changed.

If a parcel comes back to us as undeliverable — wrong address, refused, or uncollected — we'll contact you. We can reship once you cover the new shipment, or refund the order less the duties already paid to customs, which we can't recover.

Late or lost orders

Check the address on your confirmation email first, then allow a few extra days for carrier delays.

If tracking shows delivered but the parcel isn't there, check with neighbours and your building's mail room, and allow three business days for the carrier to update. If it still hasn't appeared, contact us within [INSERT] days.

[DECIDE — must match the Terms of Service: (A) If a parcel is lost in transit, we'll replace it or refund you in full. (B) Risk passes to you when the parcel leaves us; we'll help you claim with the carrier but can't replace or refund it.]

If your order hasn't arrived after 30 days, email support@ilani24jewel.com and we'll sort it out.

Missing or incorrect items

Email support@ilani24jewel.com within three business days of delivery with your order number, photos of what you received, and a photo of the shipping label. We'll investigate with our packing team and the carrier.

Contact

ISLA SAMBA SARL, trading as Ilani 24 Jewel
support@ilani24jewel.com
66 Avenue Charles de Gaulle, 83120 Sainte-Maxime, France