To be eligible for a return, your item MUST be unused and in the same condition that you received it. We will gladly accept your return or exchange request within 14 days of when you receive the item. You may also cancel your order within 14 days or when you confirmed your order. Once we have notified you that we have accepted the return request, the item must be posted within 5 working days of the notification. Your item will then be inspected upon arrival and a refund will be processed. This normally takes 3-5 take to process.
If we do not receive the return within that period, we will assume you are happy to keep the item.
You will be responsible for any shipping costs incurred for returns and exchanges. We accept no responsibility for return items lost in transit and therefore advise that return items are sent recorded delivery which has insurance cover to £50. Any items returned which are over this amount should be returned special delivery.
International Customers (US & EU) - We are not able to offer Free Returns or refunds to customers outside the UK after the order has been shipped.
Unfortunately we are unable to offer any free returns outside of the UK. We recommend choosing your most reliable service and sending your parcel tracked. Please confirm your return with our customer service team first as they will provide you with your returns address. Once your item is returned, a refund will be processed. Please note we will not cover any import of duty fees if applied.
Please complete the form below with the following details:
- Order number
- Reason for returning
- If you would like an exchange, please provide details of the replacement item you require
Damaged Items and Exchanges
All our items are inspected upon despatch. However, in the unlikely event that you receive a damaged item, it must be reported to us within 4 days of receipt. We are happy to replace an item if it is defective or damaged upon your receipt of it.
Should you receive a damaged item, please complete the form below with the details of the damage. Upon request, we will exchange the item but please note that this is subject to availability. Alternatively, you have the option to select another item or opt for a refund if the replacement item is out of stock.
Customers are responsible for covering return postage costs of items returned. If a replacement is requested, this would be despatched free of charge.
Once your return is received and inspected, we will send you an email to notify you accordingly. Credit will automatically be applied to your original method of payment, within 3-5 working days.
Please only ship items back to us once we have confirmed your return via email. Any items sent back without our confirmation will only lead to delays in refunds or exchanges. If you are shipping an item over £50, you should consider using a trackable shipping service or consider purchasing shipping insurance.
If you have any questions or queries in regards to our current returns policy please email us at:
Check our https://www.gov.uk/accepting-returns-and-giving-refunds for more information.
- the illuminateCo team