Terms & conditions

Last updated: [Date] · These terms govern all purchases made on ilosya.com. By placing an order you agree to these terms.

ILOSYA is operated by [legal entity name], [address], Netherlands. KVK: [number]. VAT: NL[number]. Email: [email].

A contract is formed when we send you an order confirmation by email. We reserve the right to cancel an order if a product is unavailable, if payment fails, or if we are unable to process your personalisation file after reasonable attempts to work with you. In such cases, a full refund is issued.

You are responsible for the accuracy and ownership of all images, handwriting, and other content you submit. By submitting a personalisation file, you confirm that you have the right to use it for this purpose. We review every submitted file before production. If a file does not meet our technical requirements, we contact you before proceeding. We do not alter the source material to make production easier — we work with what is genuinely there. If a file cannot be used and no alternative is available, we will discuss options with you before any decision is made.

All prices are in euros and include Dutch VAT (BTW) where applicable. We accept [payment methods]. Payment is processed securely by Shopify Payments. We do not store card details.

Delivery times are estimates and not guaranteed. Risk of loss passes to you on delivery. If an order is lost in transit, contact us and we will investigate with the carrier. See our Shipping & delivery page for full details.

Under EU Consumer Rights Directive (2011/83/EU) Article 16(c), the standard 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. All ILOSYA pendants are personalised to order and are therefore exempt from this right. We do not accept returns on personalised pendants. Our guarantee (12 months material, 90 days engraving quality) applies instead. See our Returns & care page.

See our Returns & care page for the full guarantee terms. In summary: 12 months on material and construction defects, 90 days on engraving quality. Remedy is replacement or remake — not a cash refund.

All content on ilosya.com — including text, photography, and design — is owned by ILOSYA or its licensors. You may not reproduce, copy, or use it without written permission.

These terms are governed by Dutch law. Disputes will be submitted to the competent court in [city], Netherlands, unless an alternative dispute resolution process is agreed. EU consumers also have access to the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr.