Shipping policy

This Shipping Policy explains how physical orders placed through ilmaworld.com are processed and delivered.

ILMA Enterprise
CVR: 43617338
Email: info@koi-5.com
Denmark

1. SHIPPING FROM DENMARK

All physical orders are shipped from Denmark.

Available shipping methods, shipping costs and estimated delivery options are displayed at checkout before you complete your purchase.

2. ORDER PROCESSING

We aim to prepare and dispatch orders as quickly as possible.

Some ILMA products are handmade, individually assembled or released in limited quantities. These products may require additional preparation time before shipment.

If a product has a specific processing time, pre-order period or expected shipping date, this will be stated on the relevant product page.

Please note that processing time is separate from the carrier's delivery time.

3. SHIPPING RATES

Shipping costs are calculated and displayed at checkout based on factors such as your delivery destination, order and selected shipping method.

You will always be able to see the applicable shipping cost before completing your purchase.

4. ESTIMATED DELIVERY TIMES

Estimated delivery times depend on your destination and the shipping method selected at checkout.

Delivery estimates are provided as guidance and are not guaranteed unless explicitly stated otherwise.

Delivery may occasionally take longer due to circumstances outside our reasonable control, including carrier delays, public holidays, weather conditions, customs processing or unusually high shipping volumes.

5. TRACKING

Where tracking is available for your selected shipping method, tracking information will be sent to the email address associated with your order once the shipment has been processed.

Please allow some time for tracking information to become active after receiving your shipping confirmation.

6. DELIVERY INFORMATION

Please make sure that your name, shipping address and other delivery information are complete and correct before placing your order.

If you notice an error after ordering, contact info@koi-5.com as soon as possible.

We will do our best to help before the order is dispatched, but we cannot guarantee that shipping information can be changed once an order has entered the fulfilment or shipping process.

7. UNCLAIMED & RETURNED PACKAGES

If a parcel is returned to us because it was not collected, the delivery address was incorrect or delivery could not be completed, please contact us at info@koi-5.com.

Where appropriate, we can discuss whether the order can be shipped again. Additional shipping costs may apply where permitted by law and where the failed delivery was caused by circumstances attributable to the customer.

This does not affect your mandatory consumer rights.

8. INTERNATIONAL ORDERS

Where international shipping is available, orders are shipped from Denmark to the destinations offered at checkout.

Orders delivered outside the European Union may be subject to customs duties, import VAT, taxes or handling fees imposed by the destination country.

Unless otherwise stated or required by applicable law, such charges are not included in the product or shipping price and are the responsibility of the recipient.

Customs processing may also affect delivery times.

9. DAMAGED PACKAGES

If your order arrives damaged, please contact us at info@koi-5.com as soon as reasonably possible.

Please include:

Your order number
A description of the damage
Photographs of the damaged product
Photographs of the outer packaging where relevant

This helps us assess what happened and find the appropriate solution.

Your statutory rights regarding damaged or defective goods remain unaffected.

10. LOST OR DELAYED ORDERS

If your parcel appears to be significantly delayed or lost, contact us at info@koi-5.com with your order number.

We will help investigate the shipment with the relevant delivery provider where appropriate.

A carrier marking a parcel as delayed or lost does not limit any mandatory rights you may have as a consumer.

11. PRE-ORDERS & LIMITED RELEASES

Some ILMA releases, physical editions, handmade pieces or other limited products may be offered as pre-orders.

The estimated dispatch date or period will be stated on the relevant product page.

If an order contains both a pre-order item and an item that is immediately available, the products may be shipped together when the pre-order item becomes available unless otherwise stated.