Terms of service

Introduction and Scope

Welcome to Ilenmora. These Terms of Service establish the general conditions for accessing our furniture shopping website, browsing available products, placing orders, making payments, receiving deliveries, and communicating with customer support.

These terms apply to website visitors and customers using the available online shopping services. By placing an order or using a feature that expressly requires acceptance of these terms, you agree to the provisions applicable to that activity. Where a separate affirmative acceptance is required by law, that acceptance must be obtained through the appropriate process.

Please review the terms before completing a purchase. If you do not agree with the applicable terms, you should not proceed with the transaction or use the feature that requires your agreement. Nothing in these terms is intended to remove consumer rights that cannot lawfully be waived.

Access to the Website and User Responsibilities

You are responsible for ensuring that information submitted during browsing, checkout, payment, delivery, or customer service interactions is accurate and current. Incorrect contact details, payment information, or delivery addresses may affect order processing and delivery.

Where account functionality is available, you are responsible for protecting your login credentials and for taking reasonable steps to prevent unauthorized account access. Please notify us promptly if you become aware of suspected unauthorized use of your account.

You must not use the website for unlawful activity, fraudulent purchases, interference with website operations, unauthorized access, distribution of harmful code, or conduct that infringes the rights of others.

We may take reasonable measures to investigate suspected misuse, protect website security, address technical problems, carry out maintenance, or restrict access to features when necessary. Such measures will be subject to applicable law and will not be used to avoid obligations owed to consumers.

Product Descriptions, Availability, and Pricing

We aim to present product descriptions, photographs, dimensions, materials, colors, and other specifications as accurately as reasonably possible. The appearance of furniture may vary slightly because of lighting, photography, display settings, or ordinary differences in materials. Such variations do not authorize us to supply a materially different product from the one purchased.

Product listings and inventory are subject to change. Displaying an item does not guarantee that it will remain available at all times. If an item becomes unavailable after an order is submitted, we will take appropriate steps to inform the customer and address the order in accordance with applicable law.

Prices and applicable shipping charges are presented during the shopping and checkout process. If a material pricing or listing error is identified, we may need to correct the information and contact the customer before proceeding with the affected order, where permitted by law. If an order cannot be fulfilled, any cancellation and refund will be handled in accordance with applicable law.

No price-matching promise, special warranty, or product guarantee is created unless it has been expressly communicated as part of the relevant offer or product terms. Nothing in this section excludes any mandatory rights relating to inaccurate descriptions, defective products, or other legally protected consumer interests.

Orders and Payment

When you submit an order, you are providing the information necessary for us to review and process the requested purchase. We may assess product availability, payment authorization, delivery details, and other transaction information before completing fulfillment.

An automated message acknowledging receipt of an order does not necessarily confirm that every fulfillment step has been completed. If a material issue arises, such as an unavailable item, a payment authorization failure, a suspected fraudulent transaction, or a significant listing error, we may contact you to resolve the issue or take other action permitted by law.

You must provide accurate billing, payment, and delivery information and ensure that you are authorized to use the selected payment method. Payment is handled through the payment arrangements offered at checkout. The payment service provider or financial institution may apply its own processing requirements.

Any applicable charges will be presented as part of the order process. We will not use an error in the checkout process or an order confirmation to avoid consumer protections required by law. Where an order must be cancelled, or a payment must be refunded, the relevant legal requirements will apply.

Shipping, Delivery, and Order Tracking

We currently offer shipping to destinations throughout the United States. The shipping terms are as follows:

Orders with a merchandise total of $125.31 or more qualify for free shipping. Orders with a merchandise total below $125.31 incur a shipping charge of $10.65.

Order processing generally takes 1–3 business days. After dispatch, the estimated transit time is 7–10 business days. DHL and UPS are the shipping carriers.

Processing time and transit time describe different stages. Processing covers preparation before dispatch; transit time begins after the shipment has been dispatched to the carrier. The stated periods are estimates and are not guaranteed delivery dates unless an express delivery guarantee has been specifically offered.

Customers are responsible for providing a complete and accurate delivery address and for promptly communicating any necessary address correction. Tracking information may be provided when supported by the shipment and carrier. Carrier scans, tracking updates, or delivery estimates may not always update immediately.

Unexpected circumstances, including carrier disruptions, severe weather, operational delays, or other events beyond reasonable control, may affect delivery. If we cannot ship within the applicable promised time, we will provide notice and offer the options required by law. Depending on the circumstances, these may include agreeing to a revised shipping time or cancelling the affected order and receiving a refund.

If an item arrives damaged, appears to be missing, or is delivered incorrectly, please contact customer support as soon as reasonably practical and provide the order details and relevant supporting information. We will review the matter and determine an appropriate response under the applicable terms and law. Nothing in these terms eliminates any mandatory consumer protection relating to delivery, non-delivery, damage, or risk of loss.

Order Changes and Cancellations

If you need to change or cancel an order, contact customer support as soon as possible and provide the order reference and requested change. Whether a change or cancellation can be completed depends on the status of the order, including whether it has entered fulfillment or has already been dispatched.

We do not guarantee that every request can be accommodated after processing has begun. If an order has already been dispatched, it may no longer be possible to stop delivery, and the matter may need to be handled through the applicable return process. These practical limitations do not override any cancellation rights available under applicable law.

If we cannot fulfill an order, or a delay triggers a cancellation or refund obligation, we will notify the customer and provide the remedy required by law. We will not substitute a materially different product without the customer's agreement where that agreement is legally required.

For an eligible cancellation or refund, we generally initiate the refund within 2–3 business days after the cancellation or refund has been approved. The estimated time for the refund to be completed is 1–3 business days after initiation, although the time at which funds appear in the customer’s account may depend on the payment provider or financial institution.

These timeframes describe our refund handling and do not limit any faster or otherwise different refund obligation imposed by law.

Returns, Refunds, and Product Concerns

Customers may request a return within 28 days after delivery, subject to applicable law and the eligibility requirements communicated for the relevant product and transaction.

To begin a return request, contact customer support with the order details and a description of the reason for the return. We will explain the applicable procedure and any return arrangements before the item is sent back. Return eligibility and responsibility for return shipping costs will be assessed according to the applicable terms, the circumstances of the request, and mandatory legal requirements.

If an item arrives damaged, defective, incorrect, or incomplete, please notify customer support and provide relevant details or photographs where available. We will review the reported issue and explain the available resolution, which may include an appropriate refund or another remedy required by law.

For an approved refund, we generally initiate processing within 2–3 business days. The estimated completion period is 1–3 business days after initiation, subject to payment-provider and financial-institution processing. These are estimates, not a guarantee that every financial institution will post the funds within a fixed period.

Nothing in these terms creates a universal 14-day statutory withdrawal right for all purchases in the United States. Any voluntary return commitment offered by the store applies according to the actual terms of that offer, and any statutory consumer rights that apply to a particular transaction remain unaffected.

Privacy and Personal Information

Information collected during website use, checkout, payment, delivery, or customer service interactions may be processed for legitimate operational purposes, including fulfilling orders, communicating with customers, arranging deliveries, maintaining transaction records, protecting against fraud, and operating the website.

Personal information will be handled according to applicable privacy laws and the practices actually followed by the website. Depending on the circumstances and applicable law, users may have rights to request access to personal information, correction, deletion, a copy of certain information, or to exercise applicable choices regarding marketing or targeted advertising.

Where the law grants a right to withdraw consent or to lodge a complaint with a supervisory or regulatory authority, these terms do not restrict that right. The applicable rights and procedures may depend on the user’s location and the nature of the processing.

We will not interpret acceptance of these Terms of Service as blanket consent to every form of personal information processing. Any consent that must be separately obtained will be handled through an appropriate process.

Intellectual Property and Website Materials

Website text, photographs, graphics, design elements, logos, and other materials may be protected by applicable intellectual property laws. You may use the website for personal shopping and other permitted purposes, but you must not reproduce, redistribute, alter, or commercially exploit protected materials without authorization, except where such use is allowed by law.

Product images, descriptions, and materials supplied by manufacturers, designers, or other third parties may remain subject to the rights of their respective owners. Nothing in these terms transfers ownership of third-party rights to the website or its users.

Website Availability and Limitation of Liability

We aim to maintain a reliable shopping experience, but access to the website may occasionally be interrupted by maintenance, technical faults, network problems, carrier systems, or other circumstances beyond reasonable control. We may update or modify website features as needed, subject to applicable law and any commitments already made to customers.

To the extent permitted by law, we are not responsible for losses caused solely by circumstances beyond reasonable control. However, nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including applicable statutory consumer protections, or any remedy available for a breach that must legally remain actionable.

No statement in these terms guarantees uninterrupted website operation or creates a product warranty beyond any warranty expressly provided. Any applicable written warranty and mandatory legal guarantee will continue to apply according to its terms and governing law.

Disputes and Governing Law

If a question or dispute arises concerning a purchase or website service, customers may contact customer support to explain the issue and seek a practical resolution. Contacting customer support is encouraged but does not remove or delay any legal right to bring a claim, lodge a regulatory complaint, or seek a remedy through a competent authority or court.

These terms are to be interpreted in accordance with applicable United States federal law and the state law applicable to the relevant transaction under the applicable legal rules. No provision is intended to displace mandatory consumer protections that apply in the customer’s state of residence or under another applicable law.

Any dispute may be brought before a court or other authority with jurisdiction as determined by applicable law. These terms do not impose mandatory arbitration, waive a consumer’s right to participate in a legally available proceeding, or designate an exclusive state or court where no such term has been validly established.

If any provision of these terms is found unenforceable, the remaining provisions will continue to apply to the extent permitted by law. Any interpretation or enforcement of these terms remains subject to non-waivable statutory rights.

Changes to These Terms

We may update these Terms of Service when website operations, transaction processes, or legal requirements change. The updated version will be published with a revised effective or update date.

Changes will not automatically apply retroactively to completed transactions where such application is not permitted by law. If a change requires additional notice or consent, the relevant process will be followed.

Contact Information

For questions about these Terms of Service, orders, delivery, cancellation requests, returns, refunds, or other website-related matters, please contact us using the following details.

Email: solutions@ilenmora.com

Phone: +81 98-682-4736

Address: Room 204, Forest Casa, 1399 Maezato, Itoman City, Okinawa 901-0362, Japan

Customer Service Hours: Monday through Friday, 9:00 AM–6:00 PM Eastern Time (ET)