Terms and Conditions

Availability

Please note that we are also a busy physical store. This means that there is the potential for someone to be purchasing an item in our store at the same time you are purchasing online. If this does occur we will give preference to the sale that occurred in store. In the unlikely event of this happening we will contact you straight away and organise a refund or exchange.

Payments

Payments via credit card (MasterCard, VISA, AMEX) include a surcharge of 3%. No fees apply when choosing a direct online banking with POLi in New Zealand.

The price of goods and services, delivery and other charges displayed on the Ilu Hub website are current at the time of display. These prices are subject to variation without notice. We will always try to be as accurate as possible with our product descriptions and pricing. However, we are unable to warrant that product description or other content of the web site is accurate, complete, reliable, current or error-free.

Shipping

We will do our best to fill and deliver your your orders as quickly and safe as possible. Please allow 3-5 working days to receive your order.

We do not charge extra for rural areas. Our current shipping price is flat $8.80 for all over New Zealand. International shipping starts from $35. We offer free shipping for all NZ orders over $150 and free pick up at 3A Helwick street, Wanaka.

International Customers

Each customer shall be solely responsible for all sales taxes, or other taxes, on orders shipped to any other country.

Returns and Refunds

If you have ordered the incorrect product, and it is unused and unopened, please contact us within 7 days of delivery for a full refund, less shipping costs.

To return the incorrect product received, which has been unopened and unused, please send an email to hello@iluhub.com and we will provide a return authorisation and mailing information. Please ensure that returns are well packaged. We recommend using a tracked method of return delivery as we are unable to accept responsibility for lost return packages. You will be responsible for paying for your own shipping costs of returning the product.

Please note we do not accept returns on opened and used products. We advise customers to choose products carefully before purchasing as we are not able to accept returns on opened and used products. We are always here to help with product choices so please do not hesitate to reach out to us at hello@iluhub.com should you have any product questions prior to purchasing. Also, please be sure to check the full ingredient lists of each product to ensure you have no sensitivities to any of the ingredients.

Missing or Damaged product

If your product was delivered damaged, please contact us at hello@iluhub.com and provide a photo of the damage. Our team will then assess the damage and provide either compensation or a replacement for the product depending on the severity.

If your product is missing, please first double check around the property and with your neighbours. If this cannot be found, please contact us at hello@iluhub.com, and we will try to track the item through our shipping provider.

Please note that Ilu Hub is not responsible for any lost or stolen packages or packages delayed in transit.

Online refunds

Once we receive your product back in accordance with our ‘Returns’ or ‘Missing Or Damaged Product’ policies, we will process your refund to the original credit card used for payment or your preferred bank account and send you a confirmation email. Please note, shipping costs are non-refundable.

Reacting to a product?

If you have had a reaction to a product, please be sure to view the ingredient list of the product to ensure you have no sensitivities to any of the ingredients.

If this is the first time you have experienced this reaction and have no known sensitivities or allergies, please know that when introducing new products to a routine we do suggest introducing each product slowly, which will allow your skin to adjust to active ingredients.

There are a few things you can do to help your skin with this adjustment process:

use less than is initially recommended in the instructions, e.g., half a pump, instead of 1 pump
use the product initially every alternate day, then work up to using it every day
introducing one product at a time will all help your skin to adjust.

Please try the suggestions above and if you are still experiencing a reaction in a few week’s time please do not hesitate to contact us on hello@iluhub.com

Terms and Conditions

Availability

Payments

Shipping

International Customers

Returns and Refunds

Missing or Damaged product

Online refunds

Reacting to a product?

Shop By

Good To Know

Know More

Join The Ilu Club