We typically respond within 24 business hours. If you haven't heard from us, please check your Spam or Promotions folder, as emails can sometimes be filtered there. Also, ensure the email address provided was correct.

Once your order is shipped, you will receive a tracking number via email. You can use this to track your package directly through the courier’s website.

You may request changes within 12–24 hours after placing your order. Once the order has been processed or shipped, changes may no longer be possible.

No, you don’t. At Incilla, we aim to provide a seamless luxury shopping experience. All customs duties and import taxes are pre-paid by us. The price you see at checkout is the final price you pay. There will be no hidden fees or additional charges upon delivery.

Placing an order at Incilla is easy and secure. Just follow these steps:

1. Selection: Explore our collections, select your desired size and color, then click "Add to Cart".
2. Review: Click the shopping bag icon to review your items. You can apply any discount codes here.
3. Checkout: Click "Checkout" and enter your shipping details. You can shop as a guest or create an account for faster checkout next time.
4. Payment: Choose your preferred payment method and complete the transaction.
5. Confirmation: Once successful, you’ll receive an Order Confirmation email with your unique Order ID.

Keeping track of your Incilla order is simple:

• Shipping Confirmation Email: Once your order ships, we will send you an email containing a Tracking Number and a direct link to follow your package.
• Your Account: Log in to your account and visit the "My Orders" section to view real-time updates.
• Guest Tracking: If you checked out as a guest, you can use our [Tracking Page] by entering your Order ID and email address.

Please allow 24-48 hours for tracking information to update once your order has been dispatched.

To ensure your pieces reach you as quickly as possible, we begin processing orders shortly after they are placed.

• Before Processing: If you need to change your shipping address or item size, please contact us immediately. We can only make amendments if the order has not yet been processed by our warehouse.
• After Dispatch: Once an order has been dispatched or a tracking number has been generated, we are unable to make any changes.
• Adding Items: We cannot add items to an existing order. If you’d like to purchase additional pieces, please place a new order.

For any urgent requests, please email our support team with your Order Number in the subject line.

We aim to process and ship your orders as quickly as possible. Therefore, cancellations are only possible within a very limited timeframe.

• Before Shipping: You may cancel your order only if it has not yet been processed or dispatched by our warehouse. Please contact our support team immediately with your Order Number.
• After Dispatch: Once an order is marked as "Shipped" or a tracking number is generated, we cannot cancel it. In this case, you may follow our [Returns & Refunds] once the package arrives.
• Refunds: If your cancellation is successful, a full refund will be issued to your original payment method within 5-7 business days.

No, orders cannot be canceled once they have been dispatched.

• Why? Once your order is in the hands of the courier, it is physically moving toward your destination and can no longer be intercepted by our system.
• Your Options: If you no longer wish to keep the items, please accept the delivery first and then initiate a Return Request through our [Returns & Refunds].
• Important Note: Please avoid "Refusing Delivery" as this may lead to packages being lost in transit and will significantly delay your refund process.

For more details on how to send items back, please refer to our [Returns & Refunds].

To ensure efficient processing and fast delivery, we are unable to add or remove individual items from an order once it has been placed.

• To Add Items: Please place a separate new order for any additional pieces you’d like to purchase.
• To Remove Items: If your order has not been processed, you may request a full cancellation and place a new order with the correct items.If your order has already been shipped, please wait for the delivery to arrive and then initiate a return for the unwanted items through our [Returns & Refunds].

We recommend double-checking your shopping bag carefully before completing your purchase.

Order confirmations are sent automatically to the email address provided at checkout. If you haven’t received yours, please try the following:

• Check Spam/Promotions Folders: Your email provider may have filtered our message into your Junk, Spam, or Promotions folder.
• Verify Your Email: Ensure there were no typos in the email address submitted during your purchase.
• Wait a Few Minutes: During peak times, there might be a slight delay of up to 10 minutes.

Still missing? If you have been charged but haven't received an email after 1 hour, please reach out to our support team with your full name and a screenshot of your transaction. We’ll be happy to assist!

I ACCIDENTALLY PLACED DUPLICATE ORDERS. WHAT SHOULD I DO?

Don’t worry! If you’ve accidentally placed a duplicate order, please act quickly:

• Email us immediately: Send an email to our support team with the subject line: "URGENT: Duplicate Order".
• Provide Order IDs: Please clearly state which Order ID you would like to keep and which one you would like to cancel.
• Timing is Key: We can only cancel the duplicate if the order has not yet been processed or shipped.

It’s quite common for tracking information to have a slight delay. Here is what you need to know:

• Processing Time: Please allow 24-48 hours for the courier to scan your package and for the status to refresh on their system.
• In Transit: If your order is traveling internationally or passing through customs, there may be a gap of several days where no updates are visible. Rest assured, your package is still on its way.
• When to Contact Us: If your tracking status hasn't changed for more than 5 business days, please reach out to us at service@incilla.com. We will contact the courier to provide you with a detailed update.

We appreciate your patience while we ensure your Incilla pieces arrive safely at your doorstep.

If your tracking status shows "On Hold", "Delivery Attempted", or "Exception", it usually means the courier requires more information or action from the recipient.

• Contact the Courier Directly: This is the most efficient way to resolve delivery issues. Call your local post office or courier (USPS, DHL, FedEx, etc.) with your Tracking Number to reschedule a delivery or arrange a pickup.
• Verify Your Details: Double-check your shipping address and phone number for any errors that might be preventing delivery.
• Need Help? If you are unable to reach the courier, contact us at service@incilla.com. We will do our best to assist in coordinating the delivery with the shipping provider.

Please act promptly—if a package is not claimed within a certain timeframe, it may be returned to us, and additional shipping fees may apply for re-delivery.

It can be frustrating when this happens, but in most cases, the package is nearby. Please follow these steps:

• Check Around Your Property: Couriers often leave packages in secure, hidden spots (back porch, side door) or with a neighbor to prevent theft.
• Wait 24-48 Hours: Sometimes, couriers mark a package as "Delivered" when it is still on the truck or about to be delivered within the next day or two.
• Contact Your Local Post Office: Reach out to your local courier station (e.g., USPS, FedEx). They can often provide GPS coordinates or specific details of where the package was dropped off.

Still missing? If your package hasn't appeared after 48 hours from the marked delivery time, please email us at service@incilla.com. We will initiate a formal investigation with the carrier to help locate your order.

We want your Incilla experience to be flawless from checkout to delivery. In the unfortunate event that your package goes missing, here is how we handle it:

• Lost in Transit: If your tracking hasn't updated for an extended period (e.g., over 15 business days for international orders) or the carrier confirms the package is lost, we will offer to send a replacement or issue a full refund.
• Stolen Packages (Marked as Delivered): If the tracking shows "Delivered" but the package is missing, we recommend filing a Missing Mail Search or a Police Report for mail theft. Once you have a case or claim number from the carrier, please send it to us. We will review these incidents on a case-by-case basis to find a fair solution.

Important: Incilla is not responsible for lost packages due to incorrect or incomplete shipping addresses provided at checkout. Please double-check your details before finalizing your order.

At Incilla, our collections feature various silhouettes and fabrics. To find your perfect fit across all our styles, please follow these steps:

• Check the Specific Size Guide: Since measurements vary between a flowy dress and a structured blazer, always refer to the Size Chart found on each individual product page.
• Understand the "Fit": * True to Size: Order your standard size.Oversize/Relaxed: Designed for a loose look. Size down if you prefer a more tailored fit.Slim/Bodycon: Designed to hug the body. Size up if you are between sizes or prefer more room.
• Know Your Measurements: We recommend measuring your bust, waist, and hips with a tape measure. When choosing non-stretch fabrics, look for garment measurements slightly larger than your body’s for the best comfort.

Still Unsure? > Every body is unique! Contact our support team with your measurements or typical size in other brands, and we will be happy to provide a personalized recommendation.

Most of our items are True to Size according to our standard size chart. However, the fit can vary depending on the specific style and fabric of the garment:

• Standard Fit: Most of our dresses and tops follow a classic fit. We recommend ordering your usual size.
• Style Variations: Some pieces are intentionally designed to be Oversized (for a relaxed, boyfriend look) or Slim Fit (for a body-hugging silhouette).
• Check the Description: We provide specific fit details on each product page to let you know if an item runs large, small, or true to size.

Pro Tip: If you are between sizes, we generally recommend sizing up for a more comfortable fit, or checking the garment measurements in our Size Chart to be sure. Still concerned? Feel free to reach out to our team for advice!

At Incilla, we provide specific size charts for different items to ensure the highest level of accuracy for our customers. Here’s why:

• Varied Fabrics: Different materials (such as heavy-weight cotton, silk blends, or denim) have different levels of stretch and drape, requiring unique measurements for a perfect fit.
• Design Intention: Our collections range from Oversized aesthetics to Slim-fit silhouettes. A single size chart cannot capture the intended look of every unique design.
• Precision: By providing individual charts, we aim to minimize the guesswork and the need for returns, helping you shop with total confidence.

Always refer to the size guide on the specific product page you are interested in for the most accurate fit information.

Yes, all Incilla items are Ready-to-Wear. We do not offer custom tailoring or made-to-measure services.

• Standard Sizing: Our pieces are produced in standard sizes (S, M, L, etc.) based on our specific design patterns. When you place an order, you will receive the item exactly as described in our size guide.
• No Alterations: We do not perform any alterations (such as shortening hems or adjusting waistlines) before shipping.
• Personal Adjustments: If you choose to have an item tailored locally after delivery, please note that the item will no longer be eligible for return or exchange under our policy.

We recommend reviewing our detailed Size Chart on each product page to ensure you select the best fit for your silhouette.