FAQ

How can I contact Iluminora?

You can write to us at info@iluminora.com . Our customer service team will be happy to help you with anything you need!

Do you ship worldwide?

Yes, we ship internationally.

Where do you ship from?

We ship from our warehouse located in Hong Kong.

Can I change or cancel my order?

We try to process all orders as quickly as possible. Therefore, any changes or cancellations must be requested within 12 hours of purchase. After this time, all requests will be denied. If you wish, you can return your order for a full refund once you receive it.

What payment methods do you accept?

We accept all major credit cards ( VISA , Mastercard , AMEX ) and payments through PayPal .

When will my order be processed?

All orders are processed and shipped from our warehouse. Please note that there may be a slight delay during holidays or sales periods. We typically process orders Monday through Friday , within 1-3 business days of the purchase date, and ship them the day after processing. We do not ship on weekends.

How long will it take to receive my order?

Due to high demand, orders may take 2-4 weeks to arrive.

What if I don't receive my order?

If you don't receive your order within 30 days of the shipping date, you'll be eligible for a full refund.

Will I be charged customs and taxes?

The prices shown on our site are tax-free in euros . Therefore, you may be required to pay customs fees and taxes upon receipt of your order, depending on your country's regulations. The amount of these charges depends on your local customs office and is the customer's responsibility. Iluminora does not cover these costs nor is responsible for any delays caused by customs.

How can I return an item?

Please contact us at info@iluminora.com for complete return instructions.

What do I do if I receive an incorrect, defective, or damaged item?

If you receive an incorrect, damaged, or defective item, please email us at info@iluminora.com and include your order number along with photos of the item and details of the problem. We promise to resolve it as quickly as possible.

When will I receive my refund?

All refunds will be processed using the same payment method used to make the purchase. If you paid by credit or debit card, the refund will be reflected in your account within 7-10 business days after receiving the returned item or confirming the cancellation. If you don't see your refund after this time, we recommend contacting your bank.