FAQ

1. How can I contact you?

You can reach us by sending an email to illuminlabsusa@gmail.com. We're always here to help!

2. Where are your products shipping from?

Our products are shipped from various locations around the world, including our warehouses in the United States, Europe, and Asia. This allows us to offer fast and reliable shipping to customers worldwide.

3. Can I get a refund on my products?

Yes, we offer a 30-day refund policy. If you're not completely satisfied with your purchase, you can request a return within 30 days of receiving your item. Please contact us at illuminlabsusa@gmail.com to initiate the return process.

4. How long does it take to process a refund?

Once we receive and inspect your return, we will notify you of the approval status. If your return is approved, we will initiate a refund to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process the refund.

5. What items are not eligible for return?

There are certain items that cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. If you have any questions about the eligibility of your item, please contact us.

6. Can I exchange an item?

If you would like to exchange an item, the fastest way is to return the item you have and then make a separate purchase for the new item. This ensures that you get the item you want without any delays.

7. Do you offer a cooling off period for European Union customers?

Yes, if your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Please ensure that the item is in the same condition as you received it, unworn or unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.

8. How long does shipping take?

Shipping times may vary depending on your location and the product you ordered. Generally, our products are delivered within 7-14 business days. However, please note that due to the current global situation, there may be some delays in shipping. We appreciate your patience and understanding.

9. Do you offer international shipping?

Yes, we offer international shipping to most countries. However, please note that there may be some restrictions and additional customs fees or import taxes imposed by your country. It's always a good idea to check with your local customs office for more information before placing an order.

10. Can I track my order?

Yes, once your order is shipped, you will receive a tracking number via email. You can use this tracking number to track the progress of your shipment and see the estimated delivery date.