Terms and Conditions

1. Introduction

These terms and conditions apply to all transactions on  and your use of the website itself.

The company is based in Manchester, United Kingdom.
In these terms "we" and “I” refers to iluur ,"you" and "your" refers to any visitor to the website or any iluur customer. Iluur Company can only supply goods that are ordered online via the website and we cannot accept orders by telephone, email or post.

2. Scope of application of these terms

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide our products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.


3. Who we are

We are a United Kingdom based company. Our email address is


4. Information about the items

Information about all our products is available at

The photographs, graphics and descriptions of the products offered for sale are indicative only and are not binding on iluur. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the items. Your item may vary slightly from those images.  The packaging of the items may also vary from that shown in any images on our website.  Customers are able to obtain additional information by contacting a iluur sales assistant by e-mail.


5. Item orders

You can make an enquiry about an item by sending an email to

By contacting us via email, you can discuss the items with a iluur sales associate, check your personal details, the details of your order and its total price, and correct any errors prior to submitting your order to us.

For online orders made via our website without the assistance of a iluur sales associate, you will be responsible for ensuring your personal details and the details of your order are correct.

Once we receive your order via any method, we will acknowledge it via email.  This acknowledgment does not constitute acceptance of your order.  We will assign an order number to your order.  It will help us if you can tell us this order number whenever you contact us about your order.

We shall only accept your order once we have received payment of the order in full. We shall then send you confirmation of our acceptance of the order, including information about the delivery of the items.  At this point a contract via email will come into existence between you and us.

Iluur shall be entitled to refuse an order for any reason, including if we consider that it isabnormal or placed in bad faith, or if there is a dispute regarding payment of a previous order.  We will tell you this in writing.

If we are unable to fulfil your order because a product is out of stock, we will get in touch and you can decide how you would like to proceed.  We may need to cancel your order because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an obvious and unmistakeable error in the price or description of the product or if you are in breach of these terms.  If this happens you will not be charged, or if payment has already been made then we will refund you for that payment.

We cannot make any changes to your order once it has been shipped.


6. Special conditions for personalised items

Iluur offers personalisation of certain products.

By personalised items, Iluur means any item that has been modified to better meet a customer’s requirements. Personalisation may include, but is not limited to:

  • Item on which an engraving has been made
  • Ring which has been adjusted to size
  • Bracelet or necklace whose length has been modified
  • Watch strap whose length has been modified, either by removal of links for steel or gold bracelets or by cutting the strap for rubber wrist straps.
  • Box has been personalised, or any amendment on the box.

The items that benefit from these customisation services will have an indication of this customisation offer on their product sheet on the website.

For the order of items customised by Iluur upon customer request, the Special Conditions set out below apply:

For online orders via our website, the desired alterations to items will appear in the shopping bag to be validated before proceeding to checkout.

For unique or limited or personalised items, a deposit may be required to make an order in accordance with Article 8.

Personalised items cannot be returned, refunded or exchanged unless they are faulty. Consequently, Articles 10 and 11 of these terms and conditions relating to returns and exchanges do not apply to personalised items, whatever the personalisation service used. 

7. Price of items

The price of the items is stated in pounds sterling, including VAT and all domestic taxes, unless otherwise specified.

Free delivery is available to addresses on certain items on our website within the UK (excluding the Channel Islands and Northern Ireland).

For orders delivered outside the UK, including the Channel Islands and Northern Ireland, the applicable delivery costs will be made clear to you before your order is submitted.

If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may cancel the contract, refund you any sums you have paid and require the return of any products provided to you in the original condition with packaging.


8. Product Availability
All goods are subject to availability and may change at any time. If your order cannot be fulfilled, you will be offered an alternative or given a full refund. Iluur will contact you to arrange this via email the next working day.


9. Payment conditions

Sales can only be made via our website. We only proceed with the orders once we have received payment in full. We do not accept orders or payments via email.

For online sales, we accept payment via: Visa, MasterCard, PayPal

iluur reserves the right to require the payment of a deposit to reserve certain unique pieces, limited series items or personalised items. Where this applies, in order to reserve an item, you must pay a deposit equivalent to at least 20% of the total amount of the relevant items.  If your order is subsequently not accepted, for any reason pursuant to these terms and conditions, we shall refund you any deposit that you have paid.

You will own the items once we have received payment in full and have accepted the order.

10. Delivery

Delivery is free of charge on certain items to addresses in the UK, excluding the Channel Islands and Northern Ireland.

Delivery must be to your home or business address and cannot be made to post-office boxes. 

For orders delivered outside the UK, including the Channel Islands and Northern Ireland, the applicable delivery costs will be made clear to you before your order is submitted.

You may also have the items delivered to a person of your choice as part of the Gift Service offered by Iluur.

In case of signed for deliveries, if no one is available at your home address to take delivery of your order, you will be contacted either by a iluur sales assistant or an agent from our delivery service to arrange for a re-delivery date.  If we or our delivery service repeatedly try to re-deliver your items and you are not available to receive them, we will be entitled to cancel the order and to refund you the price of the items.

Delivery dates and times are estimates only and may be delayed during busy periods or for other reasons.

Personalisation of items may mean that your item is not ready for despatch for a longer period of time.  Estimated timeframes will be indicated to you prior to you submitting your order.

If our delivery of the products is delayed beyond 7 days of the due date (or 15 days if the item is personalised) then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for that delay caused by the event, but if there is a risk of further delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

11. Returns, Exchange and Cancellation

Unless you have ordered personalised items, you can change your mind and notify us that you want to cancel your order any time up until fourteen (14) days following the date that you receive the items.  If there are multiple items in your order that are delivered at different times, the 14 days begins on the date you receive the last item in your order.

Due to hygiene reason, all kind of earing: stud’s earrings, hoop earrings, huggies, or any product for ears is not returnable, therefore it is not refundable.

If your order has been accepted and despatched, when you notify us that you want to cancel the order we will send you a return form and pre-paid shipping label (for returns from within the UK) and guide you through the return process. For returns from addresses outside of the UK, including from the Channel Islands, the customer may be responsible for the costs of return postage.

All returns must be accompanied by a completed return form which can be found in section 12 can also be sent you upon your notifying us of your wish to return a product. All returns must be notified to us via email.

You must return the items to us as soon as possible and in any event must send them to Iluur within 14 days of you telling us you wish to cancel your order.  The items must be returned to us in their original packaging, complete (boxes, accessories, protective materials, booklet, warranty and any free products accompanied with that order) to the following address:  
85 Alfred Street, 
OL9 7EG. 
United Kingdom. 

If any of the product is missing in the refund request, the amount will not be refunded along with the cost of the free item. Unfortunately, we cannot make a refund for goods which have been damaged by you after receipt or for the tarnishing/degrading of the plating.

It is your responsibility to keep a proof of return postage. Iluur will acknowledge receipt of the items by email upon arrival. The goods are your responsibility until they reach us. For your own protection, we recommend that you send the goods using a delivery service that insures you for the value of the goods.

The refund of the returned items at the invoiced price shall be made via the same method that payment was made as soon as possible, and in any event within 14 days following receipt by Iluur of the returned items’

When using the Gift Service, the right to cancel must be exercised by you and cannot be exercised by the recipient of the gift.

In case of an exchange of items, the initial contract of sale between us shall be amended.  If any new item delivered is cheaper than the item you have exchanged, we will refund you that amount.  If you order a new item that is more expensive than the item you have exchanged, you will need to pay the difference in accordance with the payment terms above. You will be responsible for the delivery cost to return and also for the exchange of your product. 

Cancellation or exchange of the order/product(s)  can only be accepted via email at 

12. Return Form:
(If you wish to return your order or ant item , please complete this form and send it back with the product in the original packaging.) All returns must be notified to us via email to

To Iluur, 
I/We want(s) to cancel my/our order of the following items:

Order Number


Product Name(s)       


Date received on:       


Reason of Return


Name of Customer(s)


Address of Customer(s)


Signature of Customer(s)



13. Damaged and faulty items

We make sure that each of our products delivered to our customers will pass our quality checks.  In case, if you receive any damage or faulty product, please contact us  immediately or next working day via email our sales associate at

In the event that any goods are lost or damaged in transit please contact us within 48 hours of delivery via email to so we can open a case with the courier.In case of goods received damaged or faulty please retain the goods and take a picture of the damaged box/product and contact us within 48 hours of receipt, where upon we will arrange for the damaged or faulty goods to be exchanged or we will provide a refund to the card the goods were purchased on.

We cannot accept a claim for loss unless 15 working days or more have passed since the item was due to be delivered within maximum of 10 days, unless it is mentioned a different delivery time.

14. Payment Details and Security
All payments to Iluur are handled securely by Inons Platform. Iluur accept payment by Debit and Credit cards, MasterCard, Visa, PayPal (and any other card agreed by them from time to time). Payment will be debited from your card or account before the dispatch of the goods you have purchased.
Upon processing a transaction, Iluur will issue you with an electronic transaction receipt which will be sent to the email address you provide. Iluur does not hold your credit or debit card details as all card data is processed securely by Ionos Platform.


15. Degrading products

Iluur does not take any responsibility for the tarnish of products and will not issue a refund on that basis. Iluur provides a jewellery care card with every jewellery order and we advise that you take note. Natural causes such as, the environment, water, moisture, friction and use of cosmetics can be prone to damage and tarnish of the jewellery.

16. Getting in touch with us

For any information, claim and queries relating to these terms and conditions of sales or the items themselves, please contact the Iluur Customer Service Team by email stating, if relevant, information relating to your order. 
We may contact you at the telephone number or email address you gave us as a part of your order.

17. Our rights to end/alter this contract

Iluur has the right to end or alter the contract at any time. We advise you check our terms and conditions before the purchase of any time to prevent any misunderstanding.

18. Protecting your privacy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and secondly to provide you with the best possible service. 
The type of information we will collect about you includes: your name, address, phone number, and your email address. As we have already stated we do not collect or hold any credit /debit card information from you. We will never collect sensitive information about you without your explicit consent and it is in your interests. We will use all reasonable endeavours to ensure that the information we hold about you is accurate and up to date.
If you wish, you can check the information that we hold about you at any time by emailing us at info@iluur.comand asking for details. If you find any inaccuracies, we will either delete the information or correct it as required.

19. Liability
Except in relation to liability for death or personal injury Iluur liability for negligence shall be limited to the total value of the transaction. Iluur shall not be liable for any indirect, consequential or special losses even if Iluur has previously been advised of the likelihood of such losses.

20. Intellectual Property Rights
The rights in the designs and the content of this website are owned by Iluur. They are protected by copyright and other intellectual property rights. You may not copy, reproduce, modify, distribute or display any part of this site without permission.
All trademarks, product names and company names or logos featured on the website are the property of their owners.

21. Jurisdiction
These terms and conditions will be governed by the laws of Scotland, England and Wales and by using the website you agree to submit to the exclusive of the courts of Scotland, England and Wales

22. Emails
We will send you an order confirmation and a dispatch notification to the email address used to place the order. We will never share or sell your email address or any other information with any other companies.















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