Frequently Asked Questions
The answers below provide a general summary of common questions. Please refer to the linked policies for the complete terms that apply.
Unless otherwise stated, business days are Monday through Friday, excluding U.S. federal holidays. Transit estimates also exclude days when the applicable carrier is not operating.
Products and Orders
Does Iglloolo sell genuine branded products?
Yes. Iglloolo is an independent store selling genuine branded products through this website, with authorization to sell them and use the relevant trademarks and approved brand materials.
Learn more on our About Us page.
Shipping and Delivery
Where do you ship?
We offer shipping to all 50 U.S. states, the District of Columbia, American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, the U.S. Virgin Islands, eligible U.S. military addresses, the Federated States of Micronesia, the Republic of the Marshall Islands, and the Republic of Palau. Checkout may also offer shipping to other destinations. Delivery availability for any particular address is confirmed only when checkout accepts the complete delivery address and displays an available shipping option.
See our Shipping Policy for the complete destination terms.
Will I pay shipping charges or import-related fees?
Every order accepted for delivery at checkout qualifies for free shipping. There is no minimum purchase requirement and no destination-based shipping surcharge. Iglloolo is responsible for the import duties, tariffs, import taxes, and customs-clearance charges described in our policy. Customers do not bear the final cost of those covered charges. If a carrier or customs authority nevertheless requests payment, contact us before paying whenever possible. If payment is required to receive a package, keep the official proof of payment and follow the review and reimbursement process in our Shipping Policy. Applicable sales tax is separate.
See our Shipping Policy for the complete shipping and customs terms.
How long will delivery take?
Orders successfully placed before 4:00 p.m. ET on a business day begin processing that day. Orders successfully placed at or after 4:00 p.m. ET, or on a non-business day, begin processing on the next business day. Every order accepted for delivery has a 1–2-business-day processing period.
For shipments to the 50 U.S. states, the District of Columbia, American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, the U.S. Virgin Islands, eligible U.S. military addresses, the Federated States of Micronesia, the Republic of the Marshall Islands, and the Republic of Palau, transit is estimated at 2–4 business days after the carrier takes physical possession, and normal total delivery is estimated at 3–6 business days from the applicable processing-start date. For any other destination supported at checkout, transit and total delivery times vary by destination and carrier; we do not promise a uniform 2–4-business-day transit estimate or 3–6-business-day total delivery estimate. These are estimates, not guaranteed delivery dates.
See our Shipping Policy for the complete timing rules.
How can I request an address correction or cancellation?
Send your request immediately to support@iglloolo.shop. We can change a shipping address only before the carrier takes physical possession of the affected package, only if the change can still be completed within our fulfillment process, and only if checkout supports delivery to the corrected complete address. You may also request cancellation of the entire order or specific items before the carrier takes physical possession. Submitting an address-change or ordinary cancellation request does not itself change or cancel the order; it takes effect only after we confirm it by email.
We do not charge a cancellation fee. For an approved ordinary cancellation, we issue the applicable refund to the original payment method within 2 business days. If you cancel in response to a processing-delay notice from us, that separate cancellation takes effect when we receive your reply and does not require separate approval. After the carrier takes possession, the package cannot be canceled in transit; eligible returns may be requested after delivery. See our Shipping Policy for the complete rules.
What happens if processing is delayed?
If we cannot place a package in the carrier’s physical possession within the stated 1–2-business-day processing period, we will email you no later than the end of that period. The notice will explain the delay and let you accept a revised shipment date or cancel the affected unshipped items for a refund.
Silence does not count as agreement. If we do not receive your express agreement by the stated deadline, we will automatically cancel the affected unshipped items and issue the applicable refund within 2 business days. See our Shipping Policy for the complete delay process.
Returns and Refunds
What is the return window, and which items are eligible?
A return or exchange may be requested for any physical product purchased directly from this store, including promotional and discounted products, within 30 calendar days after the applicable product’s actual delivery when the conditions in our Refund Policy are met. Eligible change-of-mind returns are included. Physical products are not designated as Final Sale.
For an ordinary non-defective return, the product must be new, unused, unworn and unwashed where applicable, and include its original packaging, tags, parts, and accessories. See our Refund Policy for the complete eligibility and condition rules.
What if an item arrives damaged, defective, incorrect, missing, or materially different from its description?
Contact support@iglloolo.shop within 30 calendar days after the applicable delivery date. Include your order number, checkout email, a clear description of the problem, and photographs or other supporting information when reasonably available. We review the complete information and email our decision within 2 business days.
An item missing entirely from a delivered package is handled under our Shipping Policy. A delivered product with missing parts, or a damaged, defective, incorrect, or materially different product, is handled under our Refund Policy. The available resolution may be a replacement, exchange, or refund under the applicable policy.
What steps should I follow to request and ship a return or exchange?
Email support@iglloolo.shop within the 30-calendar-day period and include:
- Your order number and checkout email.
- The product and quantity.
- The reason for the request.
- The requested available same-priced variant, if you want an exchange.
Within 2 business days after receiving a complete request, we review it and email our decision. Wait for approval before sending a product. For an approved request, we provide return instructions and a prepaid label, charge no return shipping, restocking, or return processing fee, and require the package to be handed to the carrier on that label within 14 calendar days after we email the approval and prepaid label. A first carrier acceptance scan, dated acceptance receipt, or written carrier confirmation proves timely handoff; the package does not need to arrive at our fulfillment location within that 14-day period. An approved refund covers the amount actually charged for returned products after applicable checkout discounts, plus the corresponding sales tax, and is issued to the original payment method. See our Refund Policy for the complete process.
Do I need to return the whole order?
No. You may request approval to return one or more eligible products or quantities while keeping the rest of the order. After the approved return reaches our fulfillment location, we inspect the returned products or quantities under our Refund Policy. If they meet the return conditions, the refund applies only to those returned products or quantities; products or quantities that are not returned are unaffected.
The refund includes the amount actually charged for each returned product or quantity after applicable checkout discounts, plus the corresponding sales tax. We do not deduct return shipping, restocking, or return processing fees. See our Refund Policy for details.
Payments and Contact
What payment methods do you accept, and when am I charged?
We accept Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover. All prices and payments are in U.S. dollars (USD).
The full order amount displayed at checkout is charged to the selected payment method when the order is successfully placed. See our Payment Policy for the complete terms.
What happens if my payment fails or is declined?
If payment fails, is declined, or is not authorized, the order is not confirmed as paid and is not successfully placed. Payment authorization depends on the card issuer and the payment service provider involved in the transaction.
For help identifying a payment attempt, email support@iglloolo.shop and, when available, provide only limited order and transaction information, such as the order number, email address used at checkout, transaction date, amount, card brand, and last four digits. Do not send a full card number, card security code, bank account password, or other sensitive payment credential. See our Payment Policy for details.
How can I contact Iglloolo?
Visit our Contact Us page for our customer-service email, telephone number, business address, and guidance on the information that is helpful when contacting us about an order. You may also email support@iglloolo.shop directly.
We respond to general customer-service inquiries within 2 business days. Requests governed by a specific policy follow the timelines stated in that policy.