Refund policy
Returns
We hope you love your ILLUMINIQUE purchase.
If you wish to return an item, please contact us at info@illuminiquelondon.com within 14 days of receiving your order.
To be eligible for a return, items must be:
- Unused and unlit.
- Returned in their original condition.
- Returned in their original packaging.
Please note that, due to the handmade nature of our products, slight variations in colour, texture, finish and natural air bubbles are part of the making process and make each piece unique. These characteristics are not considered faults.
Customers are responsible for the cost of returning unwanted items. We recommend using a tracked postal service, as we cannot be responsible for returns that are lost or damaged in transit.
Damaged or Faulty Items
Every order is carefully inspected before leaving our studio. However, if your order arrives damaged, faulty or you believe you have received the wrong item, please contact us at info@illuminiquelondon.com as soon as possible.
To help us resolve the issue quickly, please include:
- Your order number.
- Clear photographs of the item.
- Photographs of the packaging, taken immediately after opening your parcel.
Once we have reviewed your request, we will advise you on the next steps. Where an item is confirmed to be damaged, faulty or incorrect, we will arrange an appropriate replacement or refund.
Refunds
Once your returned item has been received and inspected, we will notify you by email.
If your return is approved, your refund will be processed to your original payment method. Please allow several working days for the refund to appear, depending on your payment provider.
Need Help?
If you have any questions about your order or a return, we’d be happy to help.
Email: info@illuminiquelondon.com