Refund policy
Change of Mind
You may cancel your order within 12 hours of placing it to not be charged. If you just need to adjust the size, variant, or other details, please contact our support team at support@iluminoir.com within this timeframe to make changes before your order is processed.
Returns
We offer a 30-day return policy, allowing you to request a return within 30 days from the date you receive your item.
To be eligible for a return:
- Items must be in their original condition: unworn, unused, with tags, and in the original packaging. Products that are Worn or damaged by use wont be eligible for return.
- Proof of purchase, such as a receipt, is required.
How to initiate a return:
- Contact us at support@iluminoir.com to request a return.
- Returns sent without prior approval will not be accepted.
Once your return is approved, we will process your refund and issue it to your original payment method. Iluminoir does not charge restocking fees for returns.
Shipping for Returns
- Customers are responsible for the shipping costs associated with returning items, however, once the item has been returned, we will process your full refund associated with the purchased item.
- We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking information.
Damaged or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us immediately at support@iluminoir.com
- Damaged or incorrect items must be reported within 7 days of receipt
- We will assess the issue and work with you to resolve it promptly, including offering a replacement or refund if applicable.
Exchanges
We do not accept exchanges. If you wish to replace an item, please place a new order for the desired item and return the original one according to our return policy to receive a refund. This ensures you receive your refund and new item as quickly as possible.
Lost or Stolen Orders
Iluminoir is not responsible for items marked as successfully delivered by the courier but reported as lost or stolen. Unfortunately, we cannot offer reimbursement or replacements for such cases, but we offer support liaising with the courier to locate the package when applicable or filing a claim with the courier service.
Please contact support@iluminoir.com in such cases.
Refunds
Once we receive and inspect your returned item, we will notify you of the refund approval status. If approved, the refund will be processed to your original payment method.
Refunds typically take 5-10 business days to be processed, depending on your bank or credit card company’s processing times.
Contact Us
If you have any questions or need assistance with returns or refunds, feel free to contact us:
- Email: support@iluminoir.com
- Phone: +61 426770909
Phone support is available Monday to Friday, 9:00 AM–5:00 PM (AEST)
Please allow 1-2 Business days to receive a response by email.
Our team is happy to assist you with any concerns and ensure your experience with Iluminoir is seamless and satisfactory.