shipping & returns
All purchases are shipped by USPS and insured through USPS.
In the case that your shipment is lost or damaged in transit; YOU ARE RESPONSIBLE TO FILE THE CLAIM WITH USPS. We are only responsible for your purchase until it reaches the Post Office. WE ARE NOT RESPONSIBLE FOR LOST PACKAGES DURING TRANSIT! WE ARE NOT RESPONSIBLE FOR SHIPMENTS SENT TO FORWARDING SERVICES OR COMPANIES REGARDLESS OF SHIPPING SERVICE SELECTED, IF YOU PLACE AN ORDER AND YOUR SHIPPING ADDRESS IS A FORWARDING ADDRESS YOU ARE RESPONSIBLE FOR CONTACTING YOUR FORWARDING COMPANY OR SERVICE TO LOCATE YOUR SHIPMENT.
WE ARE ALSO NOT RESPONSIBLE TO WEATHER RELATED DAMAGE OR DELAYS! ONCE PACKAGE LEAVES OUR HANDS IT IS COMPLETELY OUT OF OUR CONTROL!
Please make sure your address is correct before placing order we will not be responsible for incorrect addresses. Once again we are not responsible for package once it transfers to USPS, it is then their responsibility to deliver and handle concerns for shipping delays or lost packages. You will not be refunded for the purchase from us if the USPS loses the package.
If your package is returned you are responsible to contact us with the correct address to be shipped back to and for the shipping service of your choice between Priority USPS $7.60 USD or Express USPS $40.00 USD. KEEP AN EYE ON YOUR PACKAGE'S TRACKING PROGRESS.
SHIPPING FEES ARE NOT REFUNDABLE: Please make sure all addresses are correct before placing your order, we will not refund shipping fees for wrong address on your part or returned shipments. We will not refund shipping fees on returns initiated by the customer or for refunds issued by us on skins that due to user error were installed incorrectly or damaged. Only if we sent the wrong product and you decide you don't want a replacement we will refund the shipping fee, we will request the skin back or that you destroy the product and provide photographic proof that the product is not longer usable before we process the refund.
INTERNATIONAL ORDERS: WE ARE NOT RESPONSIBLE FOR ANY CUSTOMS FEES OR SHIPPERS FEES YOU WILL INCUR OR FOR DELAYS BECAUSE OF CUSTOMS. WE LIST ITEMS AS STICKERS AND WE CAN NOT CHANGE THE VALUE OF THE PRODUCT SHIPPED. WE HAVE NO WAY OF KNOWING IF YOU WILL INCUR A CUSTOMS FEE OR NOT. IF YOU DO WE ARE NOT RESPONSIBLE AND YOU WILL NOT BE REIMBURSED. YOU MUST READ THE POLICIES BEFORE ORDERING YOU WILL NOT BE REFUNDED OR REIMBURSED . WE CANNOT TRACK PACKAGES SHIPPED INTERNATIONALLY ONCE IT LEAVES THE USA, WE ARE NOT RESPONSIBLE FOR PACKAGES SHIPPED TO INTERNATIONAL ADDRESSES.
return & exchange policy
ALL SALES ARE FINAL, NO REFUNDS!
We do accept exchanges within 7 business days upon receipt of goods, only if found that ILW Studios is subsequently at fault for the dislike of the product(s). For sale items we must be contacted within 24 hours of receiving your items to discuss possible exchange. Example: If an order is placed for a specific item and we mistakenly ship the wrong item, ILW Studios will honor an exchange at no additional cost for products of equal value. We WILL NOT allow an exchange if the item has ANY signs of being worn, altered, or modified in any way; this includes and not limited to the cutting of the lace.
Hair, cannot be brushed, combed, cut, taken out of the bundle and tried on, or processed in anyway. If our company decides to accept your return, we will notify you and you are responsible for the shipping and shipping MUST have a tracking number that needs to be emailed to us for your return to be processed. We REQUIRE a tracking number for returns to protect both the buyer and our business. If you return an item without a tracking number and it goes missing, we ARE NOT responsible.
Please allow 3-5 days processing for returns. We pride ourselves on customer service and will do our best to rectify each issue/complaint. We ask that all customers are confident in their order prior to making a purchase.