ILIA BeautyReviews of iliabeauty.com

Paid for 'rush' shipping on the 7th of August and my order still hasn't even made it to the delivery company as of 13 August! (Tracking suggests it is 'expected'). Customer service won't offer me a refund on the 'rush' delivery as they say that this is within their normal processing window - yikes. I can't believe that it has taken them 6 days just to put my order in the post when I paid for 'rush' shipping. Customer service could certainly use some improvement. Hopefully the actual cosmetics won't disappoint as much. I would never bother paying for 'rush' shipping with Ilia again though, or ordering online if I needed a product anytime soon!

Places an order a week ago with no update on if it has shipped or not… reached out and have yet to hear back.

Update: Changing to three stars. Clearly there is room for improvement with their communications around shipping. I reached out to customer service and the service representative chalked it up to "the email going to spam" but there was nothing in my spam. Its okay to admit that you missed the mark. Which i think the reply on this review reflects. So, i appreciate Ilia taking responsibility and passing along the feedback. Despite all this, I like the one product I have used. I did received the SPF Foundation today. I had tested it previously from Sephora. And i'm happy to have the full sized version. Its a great product. I only wish it wasn't sold out in-person and online through Sephora. I hope this doesn't mean they're not making more. Because the ST3 I purchased is something I would purchase again if it were more readily available. So please don't discontinue this product and ensure that Sephora is fully stocked. Thank you. **Original Review: Poor Shipping Upon ordering on their website, i received and an email the next day to say that i would receive an email within 24 hours confirming shipping. We are now on day 4 since that email (ordered 5 days ago). In this day and age this is just so unacceptable. Especially when, as others have mentioned, delivery is meant to be 3-5 days. I am super unimpressed. Especially for a product that is sold in Sephora. No wonder they were out of stock, they likely have been waiting for products to be replenished from Ilia for weeks... To be clear, i dont expect to have received the item by now, but there is no excuse for it to not have even shipped by now.

Products are fine, but they didn’t work well for my skin.

Placed my order in Dec 1 and as of writing this review it still has not shipped. It has been 7 business days. Their website states it would ship within 3 business days. I have sent multiple emails to them. The first email I sent they said someone would reach out within 1-2 business days and it has been 4 business days and multiple emails sent to them and no response or help. For a company that charges a premium for their products, this is horrible customer service that feels more like a scam. I can understand if they just responded with a new ETA or explanation as to what is happening so I can plan whether to wait it out or buy the product somewhere else but no updates at all. Update: They had technical glitches that prevented the tracking information from populating. So my purchase was shipped on time :). I am updating to three stars as I did get my purchase on time, however, customer communication was slower than I would have wanted. I would give them another chance, though.

It was dispatched 15 days after ordering. This is far too late. Now 25days has been passed since I ordered, here is another issue that the delivery address was incomplete where missing unit number. So the courier contacted to me via WhatsApp but I could not answer the phone and texted back but still no response after 2 days. now I got another extra time. I exhausted such a bad experience. Finally I received it yesterday. I’m relieved. It took almost a month…

Inaccurate shipping times. Difficult customer service. There is no means to contact the company by phone. I ordered my items over two weeks ago and was never sent any shipping confirmation by email nor did it show up on my account. I had to contact customer service to receive it. My order was frozen for a couple weeks. Edit: Ilia did take action and helped once I contacted them and made things right.

Absolutely shocking! Placed an order for a number of items costing quite a bit of money. Order did not ship. Sent two emails asking where my order is, which were completely ignored. Eventually get an apologetic reply from Julia saying they are having issues in the warehouse and will despatch my order as soon as possible. I wait for a while, still no notification of shipment, so I ask for a refund. I get an email saying they cannot refund my money because the order is now being processed. I write back saying great, when can I expect to receive my order?, they don’t know because the order cant ship due to an issue they are having?!?!?!. As it stands they are refusing to refund me because it’s in “process” but also unable to send my items. If you are a fan of Ilia I strongly recommend you avoid dealing with them directly! UPDATE: Ilia have now refunded me and went out of their way to rectify the situation so updating my review