FAQ
Frequently asked questions
Shipping & Delivery
As soon as your order ships, you’ll receive a confirmation email with a tracking link.
Standard delivery times:
Switzerland & Liechtenstein
2–5 business days (Mon–Fri). No Saturday delivery.
EU Countries
4–7 business days (Mon–Fri).
USA & Canada
Swiss Post – 4–8 business days (Mon–Fri).
Return shipping is at your expense. We recommend trying on our sneakers in-store before ordering to minimize unnecessary costs and shipping distances.
Shipping Costs to Other Countries
EU Countries
Standard postal delivery to all EU countries: Parcel up to 2 kg – €25.00. Customs duties may apply.
USA & Canada
Parcel up to 2 kg – €25.00. Customs duties may apply.
Orders are shipped via Swiss Post AG. We do not offer Saturday delivery.
Currently, we ship to Switzerland, Liechtenstein, EU countries, the UK, the USA, and Canada
As soon as your order ships, you’ll receive a shipping confirmation email with a tracking link.
Yes. Please contact us immediately at swiss@ilmia.com so we can correct the address before shipping.
Returns & Refunds
Returns are accepted within 14 days of receipt. Please notify us of your return by emailing swiss@ilmia.com no later than 14 days after delivery.
Ship your return to: ilmia AG, Bielstrasse 36, 3250 Lyss, Switzerland
Return shipping costs are the customer’s responsibility. Unfranked returns will be charged back to the customer.
We can only accept items that are clean, in their original packaging, and show no signs of wear. Once your return has arrived at our warehouse, we will refund the purchase price to your original payment method.
You can find all the details of our right of withdrawal in our cancellation policy.
Once the items arrive at our warehouse, the corresponding amount will be refunded to your original payment method.
Return shipping costs are the customer’s responsibility.
Payment
We offer the following payment methods:
PayPal
Credit Card
PostFinance (PostCard)
Bank Transfer
Twint (Switzerland only)
Invoice (Switzerland only)
Once the items arrive at our warehouse, the corresponding amount will be refunded to your original payment method.
Order
Currently, cancellations are unfortunately not possible due to logistical reasons. Please contact us immediately by email at swiss@ilmia.com.
Did you receive the wrong item, or something you never ordered? Just reach out through one of our contact channels. Give us your order number and tell us what went wrong, and we’ll take care of it!
We’re sorry if you’ve received a damaged package. Please report any damage immediately to swiss@ilmia.com.
Are the items themselves intact?
If only the packaging is damaged and you wish to return something, feel free to use any box you have on hand. Please understand that we cannot replace damaged shipping materials.
Was an item damaged in transit or is something missing?
Contact us via any of our support channels, providing your order number and details of the damaged or missing product. We’ll be happy to help.
We’re sorry your order was cancelled. Sometimes an item sells out even though it still appears available in the shop.
High-demand items can sell out just as you’re checking out. Rarely, our system doesn’t catch it right away, and the order must be cancelled afterwards.
Item sold out?
We apologize. You can enable restock notifications on the product page—once your size is back in stock, we’ll email you.
Will I be charged for a cancelled order?
No. You only pay for items that are shipped. If any amount was already charged, we’ll refund it immediately to your original payment method.
No, unfortunately discount codes cannot be combined.