M. C.
Customer service/delivery
Placed my order on the 21st May, received an email on the 27th stating it was on the way. June 4th another email stating my order could not be delivered. I confirmed my address, which was correct and I have not heard from Ilia since. I emailed multiple times requesting an update and no reply to date. Terrible customer service.
Response from ILIA BeautyJun 23, 2026
Thank you for taking the time to share your experience, and we are so sorry to hear it fell short of your expectations. We were experiencing a very high volume of emails and being a small team, our response time was longer than usual. We are truly sorry about this. That said, we are glad to see a Brand Specialist was able to assist, and we were so sorry to share the technical error preventing your order from being delivered by our shipping carrier. This is not reflective of our usual shipping experience here at ILIA, and we truly apologize for this. We are working with the shipping carrier to get these orders that were affected delivered, but we understand you preferred a refund. We truly appreciate your patience and understanding and, again, apologize for any inconvenience caused.