FAQ
Before reaching out to us, please take a moment to review the answers to some of our most common questions below. We’ve found that most inquiries can be resolved here. If you still need assistance, don’t hesitate to email us at support@illumas.shop.
Q. When will my order arrive?
A. Orders are typically processed within 2-4 business days after your purchase. Once your order has been shipped, you’ll receive an email with your tracking number. Please note that shipping times may vary based on your location, and can be influenced by busy periods, national holidays, or external factors.
Estimated delivery times (from dispatch):
- USA & Canada: 7 - 10 business days
Q. Has my order been dispatched yet?
A. We typically dispatch orders within 2-4 business days of receiving them. You’ll receive a dispatch confirmation email once your order has shipped. Be sure to check your SPAM/Junk folder if you don’t see the email in your inbox. If you still can’t find it or need an update, feel free to reach out support@illumas.shop, and we’ll assist you with tracking your order.
Q. My item arrived damaged or broken. What should I do?
A. We’re sorry to hear that your item arrived damaged! To help us resolve the issue quickly, please send photos of the damaged product to our support email as soon as possible support@illumas.shop within 48 hours of receiving your package. Our team will work with you to make things right. Please note that we are not responsible for any damage caused during shipping, as it’s the courier’s responsibility to handle items with care.
Q. I ordered multiple items, but only received one. Why?
A. If you ordered more than one item, they may be shipped from different warehouses. As a result, it's possible that one item could arrive before the others. Don’t worry—your remaining items will be on their way soon!
Q. Can I cancel or change my order?
A. We strive to accommodate any changes to your order. However, if your order has already been processed or shipped, we may not be able to make changes. If you need to update the style, size, or shipping address, please contact us ASAP, and we’ll do our best to assist you. If your order has already been shipped, we can’t make changes, but we’re happy to assist you with a return.
Q. Can I return or get a refund for my order?
A. We offer a 30-day money-back guarantee. If 30 days have passed since you received your order, unfortunately, we cannot process a refund or exchange. To qualify for a refund, items must be returned in the condition they were received, with the original packaging and all accessories included.
Q. Which countries do you ship to?
A. We offer worldwide shipping! No matter where you are, we’ll ensure your order gets to you as quickly as possible.
Q. Do you offer a guarantee?
A. Yes! All of our orders come with a 30-day money-back guarantee. If you need a return or refund, simply email us at support@illumas.shop, and our team will be happy to assist you.
If your question isn’t answered here, or you need further assistance, please feel free to contact us at support@illumas.shop. We're here to help!