Support

REFUNDS AND RETURNS

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned, such as special orders and custom items.

Additional non-returnable items:

Gift cards
Downloadable products

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

LATE OR MISSING REFUNDS

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.

If you’ve done all of this and you still have not received your refund yet, please contact us at ilse@ilsebenard.com.

SALE AND DISCOUNTED ITEMS

Only regular-priced items may be refunded. Sale items or discounted items cannot be refunded.

SPECIAL ORDERS AND CUSTOM ITEMS

We do not refund special orders and custom items.

Defective or Damaged Items

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at ilse@ilsebenard.com to let us know of the defect or damage. Return instructions depend upon the manufacturer/vendor.

DESIGNER’S CONSULTATION FEES

We do not offer refunds on Designer’s Consultation Fees in the event of a canceled Consultation appointment unless a 48-hour cancellation notice is sent to us by email at ilse@ilsebenard.com.

CHARGEBACKS AND DISPUTES

By contracting or purchasing from us or through our website, you agree to out-of-court mediation in the event of a dispute (chargeback).

SHIPPING RETURNS

To return your product, you should return it following the manufacturer or vendor’s instructions.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.