Shipping policy

Processing Time

  • Most orders process within hours.

  • During peak periods, processing may take up to 5 business days.

Transit Time

  • Delivery typically arrives within 2–10 business days. The exact delivery time depends on your carrier and zone. We rarely see orders in transit for more than 4 business days.

  • Tracking updates may show 2–4 day gaps during transit, but rest assured your order is still on the way.

  • In the event that an order is lost, you will be refunded in full. To be considered lost, an order must have 30 days from the previous shipping update with no further updates. 

Incorrect Address

  • If your order has not entered processing, we can update the address.

  • Once processing begins, we cannot cancel or reroute the order.

  • Orders shipped to incorrect addresses due to customer error are not refundable.

“Marked Delivered” but Not Received

If tracking shows “Delivered” but you have not received the package:

  1. Check with neighbors/household

  2. Check parcel lockers/mailroom

  3. Contact your local post office with your tracking number

If the carrier confirms delivery, we cannot issue refunds.

 

1. Shipping protection scope

Shipping Protection covers damage during transit only and provides free replacement of damaged items.

2. Exclusions

Shipping Protection does not cover:

  • Packages marked “Delivered” by the carrier

  • Theft, porch piracy, or misdelivery

  • Damage reported after 48 hours of delivery

3. Filing a Claim

To file a claim within 48 hours of carrier-delivered timestamp:

Provide:

  • Order number

  • Description of the issue

  • Photographic evidence

Claims cannot be approved without evidence.

4. Eligibility

Eligibility is determined at ilovehue’s sole discretion, based on:

  • Evidence provided

  • Condition of packaging

  • History of previous claims

5. Resolution

Once approved, we will issue a replacement or refund if a replacement is unavailable.
We aim to resolve claims within 10 business days.