Need assistance with your new Illuma Box? Don't hesitate to reach out to our customer service team at Contact@illuma-art.com. We're always ready to help and find the best solution for you!
Order Changes or Cancellation:
You have a 24-hour window to get in touch with our customer service team for any modifications or cancellations to your order. Unfortunately, beyond this period, your order will be in production and cannot be altered.
Addressing Damaged/Incorrect Orders:
At Illuma Art, we maintain stringent quality control. Each Illuma Box undergoes a thorough inspection for any damages or quality concerns by our team before it's dispatched from our facility. However, in the rare event that you receive a damaged or incorrect item, we're here to assist. We will replace or refund any defective or damaged Illuma Box or Illuma Print, free of charge. Please ensure you contact us within 48 hours of receiving your product to qualify for a refund or replacement.
Replacement, Refund, or Return Processing Time:
Upon approval of your claim, we will arrange for a replacement to be sent out as soon as possible. Qualified refunds are processed immediately but may take 5-10 business days to reflect on your statement, depending on your payment method. We ask that all damaged or faulty items be returned to us, for which we will provide a free return label.
For any returns within 30 days of delivery due to the product no longer being required, ensure the Illuma Box is repackaged in the original box and protective material. Additional charges may apply if the original box is unavailable, as we will have to send you a replacement box.
Please note, customers are responsible for all shipping costs, and any additional service costs, such as shipping, handling, and taxes, are non-refundable. Unqualified returns will not be eligible for a refund or replacement.
We are unable to accept returns or process refunds if:
- The return request hasn't been reviewed and approved by our team before sending the item(s) back.
- The item(s) have been altered in any way.
- The item(s) were purchased during "Final Sale" periods such as Halloween, Christmas, Black Friday, St. Patrick’s Day, etc., and a promo code was used.
To initiate a return or refund, please provide your order number and a clear photo showing the incorrect or damaged item. Reach us at Contact@illuma-art.com, and our support staff will swiftly organize a replacement or reprint for you!
If your item hasn't arrived within 60 days of ordering, contact our team for a free replacement or a full refund. (This policy does not cover errors made by customers when providing incorrect shipping details on their order(s) or missed parcel deliveries.)
How to Return:
To return your Illuma Box within 30 days of delivery, bear in mind that the buyers are responsible for any shipping fees. We, however, will replace any defective Illuma Box/Illuma print or incorrect orders free of charge. Please provide clear photographs showing the issue with the product, including your name and order number.
Please ensure that:
- The product was received within the last 30 days
- The product is unused
- The product or print is defective, or the final product differs from the one you ordered.
Our team is always available to assist you at Contact@illuma-art.com.