We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.
II. Returns & Exchanges (if applicable)
At biilona, returning is as easy as 1-2-3! You have nothing to lose! We will refund you if you are not 100% satisfied. So, we've got you covered! Please contact us within 14 days upon receiving the items to initiate the return process.
1. Return Process
1.1 CONTACT US
Contact us and describe which item(s) you like to return and the reason for your return. Attach Photograph(s) for quality problems.
1.2 GET RETURN INSTRUCTION
Professional suggestions will be offered. And our service team will provide you return address with the detailed instructions.
1.3 RETURNS THE GOODS
1.3.1 Sign into your biilona account.
1.3.2 Find the order in My Orders, click the "Return Item" button.
1.3.3 Select the item(s) you would like to return, indicate the reason, then submit.
1.3.4 Select the return method and refund method, then please pack the item(s) to be returned with the original packaging.
1.3.5 Please choose your own logistics company at your cost and mail the package.
1.4 REFUND OR EXCHANGED
Once we receive your package, we will immediately process the refund or exchange based on our return conditions.
We have warehouses in different countries around the Globe! If you want to return the items, please do not hesitate to contact us. Our customer service representatives will provide you with the return address base on your order details within 24 hours.
NOTE: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
3.1 Please Contact us within 14 days starting from the day you have received your order.
3.2 The following items cannot be returned or exchanged: lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves and bags).
3.3 Returned items must be in unused condition with the original packaging. We do not accept returned items that's worn, damaged, washed or altered in any way.
3.4 We do not accept returned items sent back directly without our Return Staff assessment or go signal. Make sure to check returns with our staff first.
3.5 Once the returned merchandise is received your money will be refunded back to you. biilona cannot refund, reimburse, cover, or otherwise be responsible for any fees not paid to biilona.com. This includes any customs taxes or VAT as well as any return shipping costs you may incur in the refund process. Refunds are issued back to the original form of payment used to purchase the order. Once your refund is issued, you will receive a confirmation email.
3.6 The original shipping fee and insurance are non-refundable.
3.7 We do not offer Freight To Collect (FTC) service for the packages returned to us. Shipping cost for the returned packages are non-refundable.
III. Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
IV. Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.