Kayleigh
Please be wary of ordering online from this company!
I hate to do this but this times experience of Ilia (UK) has been really frustrating. I have done many previous orders, which have been ok and normally CS is helpful. This time I placed an order Tuesday and we are now Monday without it being dispatched/or update (they say their dispatch should be around 1-3 days). I tried customer service and got an AI computer, who was really frustrating and not helpful. I then asked to speak to a human but while waiting I have also found the UK customer service email, which I have now contacted. I am due to go away next week and need the items to arrive prior to this but to speak to a human seems quite hard. If I hear back soon I will amend this but it’s really frustrating to have no solid human help. I love Ilia products but would just love my parcel to arrive! Update - nearly two weeks since my order and still no help from customer service or a dispatch. I would be really wary in the UK of ordering from this company online. It’s so disappointing and I will have to do a chargeback from my bank due to not being able to speak to anyone but a couple of AI emails, which are so unhelpful.
Response from ILIA BeautyOct 5, 2026
Thank you for sharing your experience, Kayleigh, and we completely understand your frustration. We're truly so sorry we didn't respond in a timely manner, especially with your trip coming up. Your order was held because a complimentary sample went out of stock, and that should never have delayed the products you paid for. We also should have been far more communicative while it was being resolved, and we deeply apologize that it took so long for you to reach a real person on our team. We're constantly working to improve our response times, and feedback like yours helps us get there. We're so happy to see your order was delivered, and we hope you're enjoying your ILIA favorites! We're also glad we were able to share a discount for a future order, along with some additional loyalty points, as a thank you for your patience and continued support.