Return
Return requests must be submitted within 30 days from the date all items in your order have been delivered.
Requests made outside this period may not be accepted.
How to Initiate a Return
To request a return, please contact us at service@incilla.com with the following details:
- Your order number
- The item(s) you wish to return
- The reason for your return
- Clear photos (required for defective, damaged, or incorrect items)
Our team will review your request and respond within 24–48 business hours. If your return is approved, you will receive detailed instructions for the next steps.
Return Shipping Responsibility
- Customers are responsible for return shipping costs
- If the item received is defective, damaged, or incorrect, we will cover the return shipping cost or provide an appropriate resolution
We strongly recommend using a trackable shipping service, as Incilla cannot be held responsible for returns lost in transit.
Return Conditions
To qualify for a return, items must meet the following criteria:
- Unworn, unused, and in original condition
- Free from any signs of wear, damage, or alteration
- All tags must still be attached
Items that do not meet these requirements may be declined.
Items Not Eligible for Return
For hygiene and safety reasons, certain items cannot be returned, including:
- Lingerie, underwear, tights, and socks
- Selected accessories depending on the product category
For swimwear:
- Items must be tried on over underwear
- The hygiene liner must remain intact
Matching sets must be returned in full. Individual pieces from a set are not eligible for return.
Non-Defective Returns
The following situations are not considered product defects:
- Minor variations such as loose threads or fabric texture differences
- Slight color variations due to screen display settings
- Sizing or fit issues
- Personal preferences such as style or color
Customers are encouraged to review product descriptions and size charts carefully before placing an order.
Damaged or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery.
Please include clear photos showing the issue. Once verified, we will provide an appropriate solution, which may include a replacement, refund, or store credit.
Refund Processing
- Refunds are issued within 5 business days after the returned item has been received and inspected
- All refunds will be processed to the original payment method
- A confirmation email will be sent once the refund has been completed
Original shipping fees are non-refundable, unless the return is due to an error on our part.
Exchanges
We do not currently offer direct exchanges.
If you wish to replace an item, please place a new order and submit a return request for the original item.
Important Information
- Returns must be approved before being sent back
- Do not send items to the address listed on the original package unless instructed
- Unauthorized returns may not be accepted
- Please ensure that only Incilla products are included in your return shipment
Contact Us
If you have any questions regarding this policy, please contact us at:
Email: service@incilla.com