Shipping policy
ORDER PROCESSING
Orders are generally prepared for dispatch within 2–3 business days. Processing may take longer during collection launches, public holidays, production shutdown, company holidays or periods of exceptional demand.
SHIPPING TIMES
Available delivery services and estimated transit times are displayed on the product page. All processing and delivery times are estimates only and are not guaranteed. Delays caused by carriers, customs authorities or circumstances beyond our reasonable control do not ordinarily constitute grounds for cancellation, except where mandatory law provides otherwise.
SHIPPING COSTS
Shipping costs are calculated at checkout according to the destination, parcel weight, dimensions and selected delivery service. The applicable shipping charge is collected when the order is placed.
Import duties, taxes, customs charges and local handling fees are not included in the shipping price unless expressly stated at checkout.
TRACKING
Once an order has been dispatched, tracking information is sent to the email address provided at checkout. Customers with an ILHEMENT account can also access tracking details from their order history.
Tracking updates are supplied by the relevant carrier and may take time to appear after dispatch.
DUTIES AND TAXES
International orders may be subject to import duties, taxes, customs clearance charges or local handling fees upon arrival. These charges are determined by the destination country and remain the responsibility of the recipient.
If a shipment is refused or left unclaimed because these charges have not been paid, any return costs, duties and related expenses may be deducted from an available refund, to the extent permitted by applicable law.
ADDRESS CHANGES
A delivery address can only be amended before an order enters fulfilment. Once fulfilment has begun or the parcel has been transferred to the carrier, we cannot guarantee that any change will be possible.
Customers are responsible for reviewing all delivery information before placing an order. Additional costs arising from an incorrect or incomplete address may be charged to the customer where permitted by law.
UNSUCCESSFUL DELIVERY
Customers are responsible for following the tracking information and collecting shipments within the period specified by the carrier. If a parcel is returned because delivery was unsuccessful, it was not collected or the address was incorrect, the customer may be responsible for the cost of return and reshipment.
LOST OR DAMAGED SHIPMENTS
Any visible damage, loss or delivery discrepancy must be reported promptly to client@ilhement.com, together with the order number, photographs and relevant tracking information.
For consumer orders, responsibility for loss or damage is determined in accordance with mandatory applicable consumer law.
For wholesale and other business orders, risk passes to the customer when the shipment is transferred to the carrier, to the fullest extent permitted by law. Business customers are responsible for arranging any additional transit insurance they require. Where appropriate, ILHEMENT will provide reasonable documentation to support a claim made directly with the carrier or insurer.
SHIPPING AVAILABILITY
We ship internationally where carrier services, customs requirements and applicable regulations permit. Available destinations and delivery services are shown at checkout.
Temporary interruptions and destination restrictions may apply. Current transport restrictions can be reviewed through Swiss Post. If we are unable to fulfil an accepted order because delivery to its destination is unavailable, we will contact the customer.
B2B DELIVERY, PAYMENT AND CLAIMS
Delivery Windows
The delivery windows applicable to samples and bulk orders are stated on the ILHEMENT wholesale page or on the final page of the relevant corporate proposal or order document. Unless expressly confirmed in writing as binding, all production, fulfilment and delivery dates are estimates only. Time is not of the essence. A delay does not entitle the Buyer to cancel the order, withdraw from the agreement, refuse acceptance or claim compensation, except where mandatory law provides otherwise.
B2B orders are dispatched only after the full order balance and all applicable shipping charges have been received in cleared funds. Any payment delay automatically postpones the estimated dispatch and delivery dates. ILHEMENT is not responsible for delays resulting from late or incomplete payment.
Payment and Release of Goods
Orders will only be released for dispatch once all invoices relating to the goods and shipment have been paid in full and the funds have cleared.
If a deposit or partial payment has been received but the remaining balance is not paid when due, ILHEMENT may withhold delivery and apply amounts already received against outstanding invoices, production commitments, storage, administration and other losses arising from the Buyer’s default. Following written notice and a reasonable payment period, ILHEMENT may cancel the order and make the goods available through other sales channels. Any resale proceeds will be credited against the Buyer’s outstanding obligations after the deduction of reasonable costs and losses. Any remaining balance continues to be payable.
Inspection and Defective Goods
The Buyer must inspect all goods promptly upon delivery. Visible defects, shortages or incorrect items must be reported in writing to client@ilhement.com within five business days of receipt. Latent defects must be reported promptly after discovery.
The Buyer must retain the affected goods, original packaging, labels and delivery documentation until ILHEMENT has completed its assessment and issued written instructions. Affected goods must not be worn, washed, altered, repaired, resold or disposed of during this period. Failure to preserve the goods or provide reasonable evidence may affect the Buyer’s claim.
Where a defect is confirmed, ILHEMENT may, at its discretion and where commercially reasonable, repair or replace the affected goods, issue a credit, or provide another appropriate remedy. A claim concerning individual items does not suspend payment obligations relating to unaffected goods.
CONTACT
For questions concerning an order or shipment, please contact:
Please include your order number in all correspondence. These Terms form part of and are subject to the ILHEMENT Terms of Service.
Last updated: 9 August 2026