FREQUENTLY ASKED QUESTIONS

How can I contact Iluminora?

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

Do you ship worldwide?

Yes, we offer international shipping.

Where do you ship from?

For Europe, orders are shipped from our warehouse located within the EU. For the rest of the world, orders are shipped from our warehouse in Hong Kong.

Can I change or cancel my order?

We aim to process all orders as quickly as possible. Therefore, any changes or cancellations must be requested within 12 hours of placing your order. After this period, all requests will be declined. However, 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) as well as payments through PayPal.

When will my order be processed?

All orders are processed and shipped from our warehouse. Please note that there may be slight delays during public holidays or sale periods.

Orders are normally processed Monday through Friday, within 1–3 business days of purchase, and shipped the following day. We do not ship orders on weekends.

How long will it take to receive my order?

Delivery usually takes 5–10 days. During periods of exceptionally high demand, orders may take between 2–4 weeks to arrive.

What if I don't receive my order?

If you do not receive your order within 30 days of the shipping date, you will be entitled to a full refund.

Will I have to pay customs duties or taxes?

The prices displayed on our website are tax-exclusive prices in euros. Depending on your country's regulations, you may be required to pay customs duties or taxes when your order arrives.

These charges are determined by your local customs office and are the customer's responsibility. Iluminora does not cover these costs and is not responsible for any delays caused by customs.

How can I return an item?

Please contact us at info@iluminora.com for detailed instructions on how to return your item.

What should 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. Include your order number, photos of the item, and a description of the issue. We are committed to resolving the problem as quickly as possible.

When will I receive my refund?

All refunds will be issued to the original payment method used for the purchase.

If you paid by credit or debit card, the refund should appear in your account within 7–10 business days after we receive the returned item or confirm the cancellation.

If you have not received your refund after this period, we recommend contacting your bank for further assistance.