Shipping policy
Last updated: 7 July 2026
At Ilosya, every memorial piece is prepared and personalised to order in our atelier in the Netherlands. Once your order has been carefully checked and created, we make sure it is safely packaged and shipped as quickly as possible.
This Shipping Policy explains production, dispatch, delivery times, international shipping, tracking, missing parcels and damaged shipments.
1. Production of your order
Every order is made especially for you. Before production begins, we check, among other things:
• the quality of submitted photographs;
• fingerprints;
• handwriting samples;
• paw prints;
• texts;
• engraving settings;
• the technical suitability of the personalisation.
If additional information or a better upload is needed, we will contact you first. This may slightly extend the production time.
2. Production time
Orders placed on business days before 12:00 PM (CET) and submitted with a usable file are generally personalised and dispatched the same business day.
This timeframe is a target and not a guaranteed or strict delivery deadline. Production may take longer if a file is not suitable, information is missing, payment has not yet been received, or during exceptionally busy periods.
Orders placed during weekends or public holidays are usually processed on the next business day.
3. Shipping costs
Applicable shipping costs are shown during checkout before you place your order.
Any promotions, free shipping offers or shipping thresholds are applied automatically when your order qualifies.
International shipping costs may vary depending on the country, destination and selected shipping method.
4. Estimated delivery times
After dispatch, the following estimated delivery times usually apply:
• Netherlands: 1-3 business days;
• Belgium: 2-4 business days;
• United States: 5-8 business days;
• other countries: depending on destination, customs and the local carrier.
Delivery times are indicative and may vary due to busy periods, customs checks, public holidays, weather conditions or carrier delays.
5. Busy periods
During holidays, vacation periods, promotions or exceptional demand, production and delivery times may be longer than usual. We do our utmost to process your order as quickly as possible and appreciate your understanding.
6. Shipping partners
To deliver your order safely and efficiently, we work with professional carriers. Depending on the country, destination, parcel size and shipping method, Ilosya may use a different carrier than previously used. No rights can be derived from a specific carrier being used.
7. Track & Trace
Once your order has been shipped, you will receive a Track & Trace code by email where available.
Please also check your spam or junk mail folder if you have not received a shipping confirmation.
Please note that tracking information may only become visible after the carrier has scanned the shipment.
8. Delivery and transfer of risk
For consumers, Ilosya remains responsible for loss or damage during shipping until the order has been received by you or by a third party appointed by you, unless mandatory law or a statutory exception provides otherwise.
If a carrier marks a parcel as delivered but you have not received it, this does not automatically mean that delivery has been completed. In that case, we may start an investigation with the carrier.
If you choose a carrier that is not offered by Ilosya, the risk may transfer when Ilosya hands the order over to that carrier.
If you give prior permission for delivery to a specific location, to neighbours or according to another delivery instruction, this may affect the assessment of loss or damage, to the extent permitted by law.
9. Delivery address
Please carefully check your delivery address before completing your order.
Ilosya is not liable for delays, additional costs or missing parcels to the extent these are caused by:
• an incorrect address;
• an incomplete address;
• an incorrect postcode;
• an incorrect house number;
• an incorrect email address or phone number, if provided;
• failure to collect a parcel from a pickup point on time.
If a parcel has to be shipped again for these reasons, additional shipping, return or administration costs may be charged, to the extent permitted by law.
10. Not at home
If you are not at home, the carrier will follow its own delivery procedure. This may mean that:
• another delivery attempt is made;
• the parcel is offered to a neighbour;
• the parcel is taken to a pickup point;
• the parcel is handled according to the available delivery options.
Please always check the carrier's Track & Trace information.
11. Missing parcels
If you believe your order is missing, please first check:
• the full Track & Trace information;
• your mailbox;
• the immediate area around your home;
• household members;
• neighbours;
• any safe delivery location;
• any pickup point.
If the parcel still cannot be found, please contact us as soon as possible at support@ilosya.com.
12. Carrier investigation
If a parcel is marked as delivered by the carrier but is not found by you, or if a parcel appears to be missing in transit, we will start an investigation with the carrier where possible.
For this investigation, additional information may be required, such as:
• confirmation of the delivery address;
• photographs of the mailbox or delivery location;
• a statement that the parcel has not been received;
• additional information about neighbours, household members or pickup points.
We kindly ask you to cooperate fully and promptly with this investigation.
13. Investigation period
An investigation into a missing shipment can only be started while the relevant carrier still allows an investigation period.
We therefore ask you to report a missing parcel as soon as possible after discovering the issue, so that the investigation options can be used as effectively as possible.
If a report is made after the carrier's investigation period has expired, it may no longer be possible to start an investigation or the options for further handling may be limited. In that case, Ilosya will always assess which information is still available and what solution is reasonably possible.
14. Outcome of the investigation
If the investigation shows that a shipment was lost during transport or was not delivered to the customer, Ilosya will provide an appropriate solution.
Because most products are made especially for the customer, Ilosya will generally choose:
• free replacement; or
• reproduction of the product.
If replacement or reproduction is not reasonably possible, or where required by law, Ilosya may offer another appropriate solution, including repair, store credit or a refund.
The chosen solution will always depend on the specific circumstances of the case, taking into account the statutory rights of the consumer.
15. Damaged shipment
Please check your order as soon as possible after receipt.
If the packaging or product is damaged, please contact us as soon as possible and, where possible, send:
• photographs of the outside of the packaging;
• photographs of the inside of the packaging;
• photographs of the product;
• your order number;
• a description of the damage.
Please keep the original packaging until the case has been fully handled. In some cases, it is needed for a carrier investigation.
16. International shipping
Ilosya ships worldwide, unless delivery to a specific destination is not possible due to carrier restrictions, local regulations or other circumstances beyond our control.
For international orders, import duties, VAT, local taxes, customs clearance fees or other customs charges may apply. These costs are the customer's responsibility, unless expressly stated otherwise during checkout.
Ilosya has no influence over:
• customs checks;
• customs clearance procedures;
• import duties;
• local legislation;
• delays with foreign carriers.
Delays caused by customs or local carriers do not in themselves give rise to a right to compensation.
17. Refused or uncollected parcels
If an order:
• is refused;
• is not collected on time;
• is returned by customs;
• cannot be delivered due to incorrect or incomplete address details;
Ilosya may charge the costs incurred, including shipping, return, administration and customs costs, to the extent permitted by law.
For personalised products, there is generally no right to a refund if the order was correctly produced but cannot be delivered due to circumstances attributable to the customer, unless mandatory law provides otherwise.
18. Force majeure and delays
Sometimes circumstances beyond our control may cause delays. Examples include:
• extreme weather conditions;
• strikes;
• pandemics;
• government measures;
• customs checks;
• carrier disruptions;
• internet or system failures;
• exceptional demand at delivery services.
In such cases, we will do our utmost to deliver your order as soon as possible.
19. Questions about your order
Do you have a question about your order or delivery? Please feel free to contact us.
Ilosya
Trade name of DevelopTrend
Verlengde Poolseweg 16
4818 CL Breda
The Netherlands
Email: support@ilosya.com
We will be happy to help.