How can we help you?
Order
Check your order information and find answers to the most common questions.
Shipping
Access your order tracking and review the shipping information.
Product
Find answers about products, sizes, limited editions, and availability.
Exchanges / Returns
Process an exchange or return using your order number and the email address associated with your purchase.
Commercial
Please contact us only regarding proposals related to Ilia Topuria's store.
Others
Use this option only if your inquiry does not fit into any of the previous categories.
How can I tell if my order was placed correctly?
If your order was placed successfully, you should have received a confirmation email a few minutes after completing your purchase.
If you can’t find it:
- Check your spam or junk mail folder.
- Please make sure the email address you used during checkout is correct.
- Search for messages sent from @iliatopuriastore.com.
Please note that it may take a few minutes for some email providers to process automated messages.
I entered my email address incorrectly when placing the order. What should I do?
If you entered an incorrect email address during checkout:
- You will not receive an order confirmation.
- You will not receive shipment tracking emails.
- You also won’t receive any communications related to your order.
Please carefully review the address you entered before completing any purchase.
Once an order has been placed, it is not always possible to change the associated email address, especially if the order has already entered the logistics process. However, this does not affect the preparation or shipment of the order, provided that the rest of the information provided is correct.
Can I cancel my order?
Once payment has been made, the order enters the logistics preparation phase and can begin to be processed immediately.
If our customer service team notices your request before the order is processed or shipped, we’ll try to cancel it without any issues.
However, we cannot guarantee that the order will be canceled, as this will depend on the order’s current status.
If the order has already been shipped, you can request a return once you receive it by following our exchange and return policy.
I placed two orders by mistake. What should I do?
- Make sure you have two different order numbers.
- Check your bank account to see if there are two separate charges.
How long will it take for my order to arrive?
Delivery time depends on the destination country and the selected shipping method.
You can check the estimated delivery times in our Shipping Policy, where you’ll find detailed information for each geographic region.
Please note that the delivery times listed are estimates and may be affected by circumstances beyond the store’s control, such as logistics issues, customs, or periods of high demand.
How can I track my order?
You can check the status of your order through our tracking portal: Order Tracking
To log in, we’ll ask you for some verification information, such as your order number and the email address associated with your purchase.
If your order has already been shipped, you’ll be able to see the assigned carrier and the corresponding tracking number.
I haven't received the tracking email.
Before contacting customer service:
- Check your spam or junk mail folder.
- Please make sure the email address you used during checkout is correct.
- Go directly to our logistics portal: Order Tracking
If the order has already been shipped, the system will automatically display the assigned carrier and the tracking number, even if you haven’t received the email.
Do you ship internationally?
Yes, we ship internationally to many countries.
Shipping costs are calculated automatically during the checkout process based on the destination, the order’s weight, and the available shipping provider.
If no shipping options appear for your address during checkout, it means we currently do not have a logistics provider available to deliver to that area.
Why am I being charged extra on top of the shipping cost?
If you live outside the European Union, your country’s customs authorities may apply:
- Import taxes.
- Local taxes.
- Customs duties.
- Customs processing fees.
These amounts are not charged by Ilia Topuria Store and are set exclusively by the authorities in the destination country.
As stated in our shipping policies, these costs must be paid by the recipient. If the order is refused due to non-payment of customs fees, the package will be returned to our facility. In that case, the costs of return shipping, handling, and logistics will be deducted from any refund.
Can I change the shipping address or request delivery to a pickup location?
Once an order has been placed, you cannot change the shipping address through the store.
If the address you provided is incomplete or contains an error, the carrier may contact you to request the necessary information and complete the delivery.
If you would like to have your order delivered to a pickup location or change the delivery terms, you’ll need to arrange this directly with the assigned carrier using the options available via the tracking link for your shipment.
We recommend that you periodically check the status of your order to see the options available from each shipping provider.
How do I know which size to choose?
You can check the measurements for each product directly on its product page, under the “Size Guide” or “Sizes” section.
We recommend comparing these measurements to a similar garment that you wear regularly and that fits you well. This is the most reliable way to choose the right size before placing your order.
Can I exchange an item for a different size if it doesn't fit me?
Yes, you can request a size exchange as long as the order is within the specified time frame and the product meets the conditions outlined in our exchange and return policy.
For more information on deadlines, conditions, and procedures, please see our Return and Exchange Policy.
When will a sold-out product be available again?
Whether a product is restocked depends on the collection, stock availability, and plans for new releases.
Some collections are limited editions and will not be produced again once they are sold out.
To make sure you don’t miss out on restocks, new collections, or special releases, we recommend subscribing to our newsletter and following our official announcements.
To process your request correctly, you must provide the order number and the same email address you used when making the purchase. See our exchange and return policy for more information.
This form is intended exclusively for business proposals related to Ilia Topuria's official online store. Other types of inquiries will not be addressed.
If the other sections haven’t answered your questions, we recommend checking out our FAQ page.
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