Refund policy

Support Hours

Our support team is available weekdays from 9 am–5 pm PST at customersupport@ilolatea.ca. We’re a small family business, and while we may not be instant, we do our very best to respond within 2 business days. Thank you for your patience and understanding.

 

Eligibility for Returns

We stand behind the quality of everything we create. That said, because tea is a perishable product, returns are limited.

  • Gift Sets & Accessories: Eligible for return within 30 days if unopened, unused, and in original packaging.

  • Tea & Perishable Products: Cannot be returned due to food safety regulations, unless the item arrived damaged, defective, or incorrect.

  • Non-Returnable Items: Sale items and gift cards cannot be returned.

 

How to Start a Return

To request a return, email customersupport@ilolatea.com with:

  • First & last name

  • Order number

  • Mailing address

  • Phone number

  • Email address

  • Item(s) and quantities you’d like to return

Items sent back without prior approval will not be accepted.

 

Shipping Costs & Handling Fees

  • If your order arrived damaged, defective, or incorrect, iLOLA will cover the cost of return shipping.

  • For all other returns, return shipping costs and a reasonable handling fee will be deducted from your refund. This handling fee covers the labor and processing involved in unpacking, inspecting, and restocking your return, as well as any pickup arrangements if required.

 

Missing or Damaged Items

Please inspect your order as soon as it arrives. If anything is missing, damaged, or incorrect, email us immediately with your order number and photos. We’ll make it right quickly.

 

Exchanges

For the fastest turnaround, we recommend returning your eligible item and placing a new order for the product you’d like.

Refunds

Once your return is received and inspected, we’ll notify you if it’s been approved. If approved, your refund will be processed to your original payment method, less any applicable return shipping and handling fees. Please note it may take several business days for your bank or card issuer to post the refund.

 

European Union 14 day cooling off period 

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.