FAQs

WHERE IS MY ORDER?

If your order hasn’t arrived within the expected delivery times, please check the unique tracking number that was sent out to you! If you are still unable to locate your order please email us at support@ilabb.com or flick us a DM on Facebook and we'll look into this for you.

I RECEIVED THE WRONG ITEM OR IT IS FAULTY

We’re sorry to hear there are issues with your order.  Please contact us at support@ilabb.com or DM us on Facebook. We'll investigate this for you as soon as possible! Thank you for your patience while we put this right.

I’M MISSING ITEM(S) FROM MY ORDER

We’re sorry an item(s) is missing in your order.  Before contacting our customer service team, we'd just like to check a few things:

  • Does your order contain more than one item? If so, please check your emails for updates as they may have been dispatched separately.
  • Does your packing slip have an amendment in the quantity column? If so, it means that unfortunately we did not have the item in stock at the time of shipping and you will be refunded.
  • Neither of those apply? If the delivery note says an item should be in your parcel, but isn't, please email support@ilabb.com or DM us on Facebook. Please include which item(s) you are missing, the items that you have received and your order number. We'll investigate this ASAP for you.

MY ORDER HAS BEEN CANCELLED, BUT IT APPEARS THAT I STILL HAVE BEEN CHARGED

If your order has been cancelled, you will be refunded to your original method of payment within 3-5 business days. The time may depend on your card issuer's processes - you can contact them to check how long it is expected to take. We cannot speed this process up.