I - How can you track your order?

Once your order has been placed and validated, you will receive an order confirmation email. We will then proceed to dispatch your order within 2 to 3 working days.

Once your order has been shipped, you will receive a second email from the carrier, with the tracking number for your package. You will be able to follow the arrival of your order at any time. This tracking number will also be available in your personal space on our site in the “my orders” section.

More generally, you can have an overview of your order in your personal space on our site.

II - To which countries do we ship ILIOS products?

Currently ILIOS ships its products to the following countries: France, Germany, Spain, Luxembourg, Netherlands, Austria, Italy, Belgium and Portugal.

If you wish to order an ILIOS item from another country, do not hesitate to write to us at contact@by-ilios.com so that we can study the solutions for your country.

III - How to choose your preferred relay point?

First of all, you must choose the delivery method "Delivery in
Point Relais” when choosing the shipping method. You must then proceed to payment and, once payment is complete, you will be able to choose your preferred Relay Point.

IV - What are the shipping times and conditions for your order?

All deadlines specified on our site are indicative and have no legal value. These deadlines include the processing time of the order as well as the transport by the carrier. ILIOS is mobilizing to deliver to you as soon as possible. However, we are not responsible for the vagaries of delivery by our carrier.

Shipments in France:

• Delivery to a Relay Point with “Mondial Relay”: 4 to 5 working days
• Delivery to a Relay Point with “Colissimo”: 3 to 4 working days
• Home delivery with signature with “Colissimo”: 3 to 4 working days
• Home delivery without signature with “Colissimo”: 3 to 4 working days

Shipments in Europe:

• Delivery to a Relay Point with “Colissimo”: 4 to 6 working days
• Delivery to a Relay Point with “Mondial Relay”: 4 to 6 working days
• Home delivery with signature with “Colissimo”: 4 to 6 working days
• Home delivery with signature with “Mondial Relay”: 4 to 6 working days

To collect your parcel at a relay point or parcel collection point, remember to bring your identity document, a signature (paper or digital) will surely be required.

V - How long do you have to pick up your package at a relay point?

• Delivery with “Mondial Relay”: parcels are kept for approximately 8 calendar days at a relay point.
• Delivery with “Colissimo”: the package is kept at a collection point for 14 calendar days, or in a Pick Up Station locker for 5 calendar days.

At the end of these deadlines, the package will be returned to us. If you are responsible for the delivery problems (the address where the package is supposed to be delivered is wrong or you did not collect the package on time), you will have to pay the return costs.

VI - What happens if you are absent on the day of home delivery?

• Home delivery with “Mondial Relay”: parcels are kept for approximately 8 calendar days at a relay point.
• Home delivery with “Colissimo”: the package is kept for 15 calendar days at the drop-off point specified on the transit advice note, from the date of the transit advice note.

At the end of these deadlines, the package will be returned to us. If you are responsible for the delivery problems (the address where the package is supposed to be delivered is wrong or you did not collect the package on time), you will have to pay the return costs.

VII - What are the shipping costs?

In order to best adapt to your purchasing habits and your budget, we offer several delivery methods for each country. All shipping costs are calculated according to the weight of the package, the delivery address, the type of carrier and the amount of the order. You can find each shipping price when confirming your order, just before payment. All prices are revised without particular frequency, according to the prices applied by the carriers.

VIII - Can you cancel your order?

If you change your mind and wish to cancel your order, before it is dispatched, this is possible under certain conditions. To proceed, go to your personal space on our website, in the “my orders” section and check the status of your order. If it is "pending" this means that you can still cancel it, you can write to us at our address contact@by-ilios.com to request the cancellation and refund of it (specifying clearly your order number). However, if your order is in “sent” status, it will be too late to cancel it.

IX - Can you change the delivery address of your order?

Unfortunately, once the order has been placed, you cannot change it. Indeed, in order to deliver to you as soon as possible, we prepare your package and send it to you within a few hours of the registration of your order.

Edited on 06/24/2023