FAQ and customer service
How do I return a product?
If you wish to return or exchange a product, all you have to do is contact our customer service at email@example.com and we'll guide you through it!
Please help us to expedite the process by adding your order number, name, reason for the return or exchange and info in your enquiry. Every product needs to be sent to: ILS Company ApS, Vesteraa 15, 9000 Aalborg, Denmark
How do I track my delivery?
A tracking link will be sent to your registered email address when you have placed an order and received your order confirmation. With this link you can track every step of the delivery. If you experience any errors in the link or if your delivery doesn't move, please contact us at firstname.lastname@example.org and we'll be ready to help!
My product was damaged at delivery.
If the product was damaged at delivery please contact us at email@example.com. If possible, please include some pictures of the damaged product and we will take care of the rest.
Can I cancel my membership within the first 30 days?
You can cancel your membership within the first 30 days at any time you want. You simply log into your account and cancel your membership. Should you experience any problems with this, please dont hesitate to contact our customer service. The time of your first email regarding a cancellation of your membership will be considered the time you cancelled your membership. This also applies if we do not respond in time to cancel your membership before the trial has expired and we will refund any amount withdrawn.
Please notice if you cancel your membership it will not cancel any orders. This includes all orders made on our website and participation lots in our contests.
How do I cancel my Prime membership?
After you have signed up for your Prime membership you will receive an email. This mail confirms the activation of your account and in this email you will also find a link, where you can create your password. When your password has been created, you will be able to log in to your account in the top right corner. After logging in you will see your account details and your subscription. Simply click on "Change" and "Cancel subscription" and you will receive an email confirmation on the cancellation of your membership. Should you encounter any problems performing the steps above or simply can not log in to your account, please feel free to contact us at firstname.lastname@example.org.
How long cancellation time is there on the Prime membership?
If you are in your trial period there is no cancellation time.Your membership can be cancelled at any time you please within the duration of the trial.
The cancellation time on a full membership is the running month plus one month. Please see the questions "How do i cancel my Prime membership" for further details on how to cancel your membership or contact our customer service at email@example.com for help.
Cancellation and refund.
Cancelling your membership will not refund your money and we do not refund membership fees unless you have given notice that you want it cancelled before the trial expired, but was withdrawn an amount anyway. All refunds for returned products will be refunded to the information they were withdrawn from unless anything else is stated through email.
I have ordered a product and also cancelled my membership. Will I still receive my product?
Yes. All products ordered as a member will be delivered to you even if you cancel your membership before it has been sent from us.