Help and FAQ
Answers to the questions we are asked most about orders, sizing, exchanges, tickets and entry. If something is not covered here, get in touch.
Orders and shipping
How much is shipping and how long will my order take?
Shipping rates and delivery estimates are calculated at checkout, based on your address and the items in your order.
Can I change or cancel an order?
Contact us as soon as possible with your order number. Orders are packed and reserved quickly, so we can only make changes before an order has been picked.
Sizing and exchanges
How do I choose my size?
Each product page carries a Size guide with the garment measurements for that style, plus fit notes where they have been recorded. Measurements are taken flat, in centimetres. If you are between sizes or unsure, contact us before ordering.
Do you offer change-of-mind refunds?
No. ILNS clothing is made in small batches and each order is packed by hand, so we do not provide refunds for change of mind, for choosing the wrong size or colour, or for deciding an item is no longer wanted. This does not limit any rights available under the Australian Consumer Law.
Can I exchange a size?
Yes, within 14 days of delivery, provided the item is unworn and unwashed, all original tags and packaging remain attached, the item has no marks, damage, fragrance, makeup or signs of use, and you can provide proof of purchase.
Exchanges are subject to stock availability. If the size you want is unavailable we may provide store credit. You are responsible for return postage and the cost of sending the exchanged item, and original delivery charges are not refundable for change-of-mind returns.
Which items cannot be exchanged?
Items marked Final Sale, discounted clearance products, worn merchandise and personalised products are not eligible for a change-of-mind exchange or store credit.
What happens if my item is faulty or incorrect?
Contact us through the Contact page with your order number and photographs where possible. We will assess the issue and provide the repair, replacement, refund or other remedy required under the Australian Consumer Law. Your legal consumer rights cannot be excluded by our policy.
Events and tickets
Are ticket sales final?
Yes. Ticket revenue is committed to venues, artists, staff and production, so all ticket sales are final. Refunds are not provided if you change your mind, can no longer attend, arrive late or miss the event, purchase the wrong ticket, fail to meet the venue's entry requirements, or are refused entry because of intoxication, unsafe behaviour or a breach of venue rules.
Can I transfer my ticket to someone else?
Yes. If you can no longer attend you may transfer your ticket to another person. The original ticket or QR code remains valid for one entry only, so do not send the same ticket to multiple people.
We recommend transferring tickets only to someone you know, and never selling them above the original purchase price. ILNS is not responsible for fraudulent, duplicated or unauthorised third-party ticket sales.
What happens if an event is postponed?
Your ticket automatically remains valid for the rescheduled date.
What happens if an event is cancelled or significantly changed?
We will provide any remedy required under the Australian Consumer Law. Changes to individual artists, set times or supporting acts do not automatically qualify for a refund unless the change is considered significant under applicable law.
What identification do I need?
Valid photo ID is required. Age, identification, dress and entry requirements are set by each venue and are listed on the event page where they have been confirmed.
What happens if I arrive late?
Entry is subject to venue capacity. Door entry is not guaranteed once capacity is reached, and refunds are not provided for late arrival or a missed event.
Promoters and community
How do I become an ILNS promoter?
We work with promoters who understand their local community and know how to bring the right people together. Applications are open now. Apply to represent ILNS.