Frequently Asked Questions

1. Who is Iloa – Wellbeing?

Iloa – Wellbeing is operated by NovaTri Group Ltd, a UK-registered retailer (Company No. [insert number], VAT [insert number]).
We are an authorised reseller of high-quality, UK-made saunas and wellbeing products supplied by trusted UK manufacturers.
We do not manufacture products ourselves — instead, we work directly with our partners, who handle production and dispatch from their UK facilities.

2. Where are your products shipped from?

Our products are shipped directly from our UK manufacturing partners and distributors.
This model helps reduce handling time and ensures you receive genuine, freshly produced items directly from the source.
Depending on the supplier, delivery may come in separate shipments if your order includes items from more than one partner.

3. How long will my order take to arrive?

Most orders are processed within 1–3 business days after payment and typically delivered within 5–10 business days of dispatch.
As our products are dispatched by our partners, lead times can vary depending on stock levels and manufacturing schedules.
If there’s ever a delay, we’ll update you promptly via email.

4. Do you hold stock or make the products yourself?

No — we don’t hold stock or manufacture products ourselves.
We act as a retailer and reseller, connecting customers with trusted UK manufacturers who produce and ship directly from their facilities.
This ensures you receive authentic, high-quality goods and reduces unnecessary storage or handling steps.

5. What if my order contains products from different suppliers?

If your order includes multiple items, you may receive them in separate deliveries from different suppliers.
Each shipment will have its own tracking number (where available), and we’ll send you email updates for each dispatch.
You won’t pay any additional shipping fees for split deliveries.

6. Are the wellness or health benefits guaranteed?

While our products are designed to promote relaxation and general wellbeing, we don’t make medical claims or guarantee specific health results.
Information on our website about potential benefits (like circulation, muscle recovery, or stress relief) is for general wellness guidance only.

⚠️ Health Disclaimer: Always consult a qualified healthcare professional before using saunas or similar products if you have existing health conditions, are pregnant, or have any medical concerns.
Individual experiences may vary.

7. What happens if my order is delayed or damaged?

If your order is delayed or arrives damaged, please contact us as soon as possible at info@iloa.co.uk.
We’ll liaise directly with the supplier to resolve the issue promptly — including arranging replacements or refunds if applicable.

8. What is your returns policy?

You can return unused items within 30 days of delivery.
Returns must be in their original packaging and condition.
Please contact us before sending anything back so we can provide the correct return address — this will depend on which supplier fulfilled your order.
Some made-to-order products may not be eligible for change-of-mind returns, but we’ll always make this clear before purchase.

9. How can I contact you?

You can reach our customer care team at:
📧 info@iloa.co.uk
📞 024 7590 6781
Our team is available Monday–Friday, 9am–5pm (UK time).