Every ILOSYA pendant is personalised in our Dutch atelier before it is carefully packed and shipped.
Because we work with personal files such as photographs, fingerprints, handwriting and paw prints, every order is reviewed before production begins. This allows us to create your pendant with care, while still keeping delivery as fast as possible.
Made and shipped the same business day
Orders placed on business days before 12:00 PM (CET) are usually personalised and shipped the same day, provided that the submitted file is suitable for engraving.
If we need a clearer photograph, fingerprint, handwriting sample or paw print, we will contact you before production begins. In that case, production may take a little longer.
This same-day service is our aim, not a guaranteed delivery deadline.
Estimated delivery times
After dispatch, estimated delivery times are usually:
The Netherlands
1–3 business days
Belgium
2–4 business days
United States
5–8 business days
Other countries
Delivery times depend on the destination, customs and the local carrier.
Delivery times are estimates and may vary during holidays, busy periods, customs checks or carrier delays.
Track & Trace
As soon as your order has been shipped, you will receive a shipping confirmation with Track & Trace information, if available.
Please also check your spam or junk folder if you have not received a shipping confirmation.
International shipping
ILOSYA ships internationally.
For orders outside the European Union, import duties, taxes or customs fees may apply. These costs are charged by local authorities or carriers and are the responsibility of the customer.
Customs procedures may sometimes cause delays. Unfortunately, we have no control over customs processing times.
If your parcel is delayed
If your parcel has not arrived within the expected delivery time, please first check the Track & Trace information.
If the tracking does not update or the parcel appears to be delayed, contact us at:
We will help you look into the shipment and, where possible, start an investigation with the carrier.
If your parcel is marked as delivered
If Track & Trace says your parcel has been delivered, but you have not received it, please check:
- your mailbox;
- around your home;
- with household members;
- with neighbours;
- any safe delivery location;
- any pickup point mentioned in the tracking.
If the parcel still cannot be found, contact us as soon as possible.
Where possible, we will start an investigation with the carrier. We may ask for additional information, such as confirmation of your address or a statement that the parcel was not received.
Damaged during delivery
If your order arrives damaged, please contact us as soon as possible.
Include:
- your order number;
- photographs of the packaging;
- photographs of the product;
- a short description of the issue.
Please keep the packaging until your claim has been handled, as it may be needed for the carrier investigation.
Questions about delivery?
If you have any questions about shipping or delivery, please contact us.
We are happy to help.