FAQ

What method of payment can I use to place my order? 

We accept various forms of payment including Visa, MasterCard, American Express, Discover, and PayPal. 

Do you accept third-party gift cards? 
At this time, we are unable to accept third-party gift cards. Third-party gift cards may be attempted upon checkout at the consumer's own risk. Please note that third-party gift cards do not have a billing address associated with them. As a result, our shop system may not process the transaction successfully. 

What is your store policy for returns and exchanges?
ALL SALES ARE FINAL. Please see HERE for more information.  

Can you ship my order to a different address? 
Unfortunately, no. We only ship to the cardholder's billing address. 

Do you accept orders placed outside of the United States? 
Yes! We accept international orders and ship worldwide. International customers must checkout using PayPal. 

Why isn’t my tracking number giving me updates? 
Your package needs to reach a USPS Sort Facility and get scanned into their system. Until then, please allow some time for your tracking number to return updates. 

Why does my tracking number seem incorrect? It says it’s been delivered in another country a while ago!
Your tracking number is correct! USPS sometimes recycles tracking numbers, especially for international orders. If you see old information or old updates please disregard it and check back periodically.

Can you provide me with a shipping quote for the items I’d like to purchase? 
Shipping costs are calculated based on weight of the items purchased and the shipping destination. You will be able to see shipping charges prior to finalizing your order. 

For any other questions related to “Shipping and Delivery” please see HERE.

Why didn't I receive a confirmation email? 
Your confirmation email may have been filtered into your spam/junk folder. Please check both your inbox and spam/junk folder for that message. If you still cannot locate it, please contact us so that we can resend your confirmation. 

The item(s) I bought went on sale. I want a price adjustment. Can you refund me the difference in price? 
We do not do price adjustments. Also, discount codes and various promotions are not retroactive.

I have a question about my order. / I have an issue with my order. What do I do?
If you have any questions, concerns, or issues about your order please email the inquiry to customerservice@illest.com with your Order Confirmation Number. We'll help you resolve everything! 

Will you be restocking unavailable items from past seasons or collaborations? 
For each season or collaboration, our merchandise is created in a set run and we carry the product until we run out completely. At the moment, all available products are currently listed on our online shop. 

Where are your stores located? 
ILLEST | Hawaii | Manila | Hong Kong | Taiwan
FATLACE PADDOCK | San Mateo

Sponsorships
We cannot accept additional sponsorships at this time.

Career Opportunities 
Although we are not currently looking for applicants, we always welcome candidates to inquire with us regarding openings. 

How can I get updates about product releases and events? 
Sign up for our newsletter mailing list below!

Please also follow us Instagram and Facebook! 

Illest | @illest | FB
Illest Hawaii | @illesthawaii
Illest Hong Kong | @illest_hongkong
Illest Taiwan | @illest_taiwan
Illest Manila | @illestph

Fatlace | @fatlace | FB
Fatlace RC | @fatlacerc | FB 
Hellaflush | @hellaflush | FB 

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