Frequently Asked Questions
SHIPPING AND DELIVERY
How long does it take for a product to be delivered?
Products are usually delivered within 5-10 days of order confirmation if they are in stock, depending on your location. You will receive a notification once the product is dispatched for delivery.
I have a large order. Will it take the same amount of time?
Generally, large orders will be delivered within 7-10 days if they are in stock. However, customizations or special handling may require additional time. We will keep you informed of any delays.
I have ordered products with different shipping timeline together. When will I receive the products?
If the products you ordered have different shipping timelines, we will combine your order and ship all items together or separately after confirming with you. Your order will be delivered according to the agreed-upon shipping timelines.
How much do I need to pay for delivery?
We offer free delivery across India. For more information, please contact our customer care at +91-7302659932.
How can I change my shipping address after placing my order?
To change your shipping address after placing an order, please contact our customer care team. Changes can only be made before the order is dispatched.
My order hasn't arrived yet. What can I do?
If your items have not arrived within the estimated delivery time, please contact our customer care team for assistance. They will help track your order and provide updates.
How do you pack items/products?
All items are packed securely using appropriate packaging materials to ensure they reach you in perfect condition. We use durable boxes and cushioning to protect your products during transit.
Can you expedite my shipment timeline?
We ship items as soon as they are ready for dispatch. Our shipping timelines are based on the time it takes to make, check, pack, and dispatch the item. Therefore, we cannot expedite your shipments unless it is discussed before placing an order.
The shipping timeline has passed, but my product has not been shipped yet.
If the shipping timeline has passed and your product has not been shipped, several factors could be causing the delay.
These may include:
- Weather conditions
- Product weight and size
- Government holidays
- Special occasions
In such cases, please do not worry. We are working diligently to get your order to you as soon as possible.
My order has been shipped; however, I am still waiting to receive it.
In the event that your order has been shipped, please track your package using the provided tracking ID or contact our customer care team for assistance. They will help you track your order and provide updates.
Why does my shipment status show as Return to Origin (RTO)?
Shipments are marked as RTO (Returned To Origin) if:
- You were unavailable during delivery attempts.
- The address provided was insufficient.
- You were unreachable on the provided contact number.
- You refused the delivery If the products are returned to our warehouse in Jodhpur, the company will charge 2-way delivery fees and any additional handling charges for redelivery.
Contact our Customer Service team for assistance with re-shipping the item.
Will I receive an invoice detailing the charges?
Yes, you will receive a bill detailing all charges applied to your order. The bill will be included with your order confirmation and can also be accessed through your account on our website.
REFUNDS, RETURNS & CANCELLATIONS
Can I cancel an order?
As per company policy, orders cannot be guaranteed for cancellation. Please refer to our cancellation policy. For cancellation inquiries, please email info@illumea.in
What is your Return Policy?
We offer a no questions asked return policy.
- Restocking fee: A restocking fee of 10% will be applied. Notify the company via email or phone within 48 hours of delivery, and ensure the product is returned with the original packaging and price tags. We will require pictures when applicable.
- Shipping Back: Ship the product back to our warehouse. The product should be uninstalled and free from any wear and tear. The company will verify the product to determine its legitimacy.
- Damaged Products: No refund will be issued if the product is damaged. The customer will need to retrieve it from the delivery location.
- Courier Charges: The customer bears the courier charges. The restocking fee and return courier fee will be deducted from the refund amount.
- Refund Process: Refunds will be processed to the bank account within 5-7 business days if the product is in good condition. A credit note will be issued within 2 days if the product is in perfect condition.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.
What is your Refund Poilcy?
If you wish to return your purchase, please contact us via email to info@illumea.in within 48 hours of delivery. In your email, please include the following information: your order number, delivery address, reason for the return, and if applicable, attach an image of the defective or incorrect product. Please note that any emails or images sent after 48 hours of delivery will not be considered.
What should I do if the product packaging is damaged when it's delivered?
If the packaging of your product is damaged upon delivery, please inspect the product for any damage and keep all original packaging materials. Contact customer care with your order details and photos. You may be eligible for options such as returning the product, receiving a replacement or a refund, or receiving a partial discount.
What is your Repair Policy?
Warranty Repairs
- Covers only manufacturing defects within the warranty period.
- Defective products will be repaired or replaced free of charge.
- Contact us with proof of purchase and defect details for evaluation.
Non-Warranty Repairs
- Covers damage due to wear and tear, usage, or misuse (not covered by warranty).
- Repairs will be chargeable after evaluation.
- Repair estimates and timelines will be shared before proceeding.
Shipping
- Warranty claims: Customers are required to cover shipping costs upfront, which will be refunded after evaluation if the claim is deemed valid.
- Non-warranty repairs: Customers bear shipping costs.
For assistance, email us at info@illumea.in or whatsapp or call at +91 7302659932
What happens if the product is out of warranty and damaged?
If your Illumea product is out of warranty and damaged, you'll be responsible for repair or replacement costs. Contact the customer service for repair options or parts, or seek help from local furniture repair shops. Ensure any repair services used are qualified to handle your specific product.
Can you please arrange for the product to be packed for the return pick-up?
Yes, we will arrange a reverse pickup. Please check the updates from the customer care executive. Please make sure that the packaging remains intact and in its original box.
I would like to request a replacement for the product instead of a refund.
Yes, if there is a genuine defect in the product, we would be happy to exchange your product for a replacement or a different product of the same value. Please refer to our Replacement Policy.
What is not covered by the warranty?
The warranty for Illumea furniture, lighting, and decor does not cover normal wear and tear, misuse or abuse, unauthorized alterations or modifications, accidental damage, and issues caused by exposure to extreme environmental conditions. It also excludes products used in commercial settings, damage from improper installation, and specific components like light bulbs or batteries. For any other query contact customer care.
How long does it take to receive a refund?
A credit of the paid amount will be refunded to the original payment method within 7-10 business days after the product is picked up from the provided address and verified by our team.
How will I receive the refund?
Refunds will be issued using the original payment method.
Can I buy a different product as a replacement instead of the originally ordered product?
If there is a genuine product defect, you can exchange it for a product of equal value or more.
PURCHASING PROCESS
Do you offer a warranty on your products?
Yes, all our products come with a one-year warranty which cover manufacturing defects. For assistance with your order, please contact our customer care team via email or whatsapp.
I made a mistake when ordering and have an issue with my order. What should I do?
You can contact our customer care team for assistance with your order. Kindly reach out to us on whatsapp on +91 7302659932 or email your requirements on info@illumea.in
How to purchase for Commercial Projects/ Bulk Orders?
Kindly reach out to us on whatsapp on +91 7302659932 or email your requirements on info@illumea.in
ACCOUNT CREATION AND PAYMENTS
Do your prices include Taxes?
All prices listed on the website include taxes.
I need personal assistance with my order. Who can I contact?
You can contact our customer care team for personal assistance with your order. Kindly reach out to us on whatsapp on +91 7302659932 or email your requirements on info@illumea.in
What payment types do you accept?
We accept the following types of payments: Credit Cards, Debit Cards, UPI, netbanking and Wallet. We also accept Cash on Delivery upto a certain amount. We also have EMI options.
Is it safe to use my credit card on your site?
Shopping with Illumea is completely safe. We make sure that every credit card transaction takes place within a secure environment. We do not keep your credit card information after your order is complete; instead, it is sent directly to our banks. We use secured portals for our transaction.
What should I do if a transaction fails?
If a transaction fails, it may be due to various reasons. Please make sure of the following:
- The information provided to the payment gateway is accurate, including account details, billing address, and password (for net banking).
- Your Internet connection remains stable throughout the process.
If your account has been debited after a payment failure, the amount will be refunded within 7 working days. If you have any questions or need further clarification, please contact our customer care
GST RELATED QUESTION
How I can get my invoice/gst invoice against order number?
For Invoice/GST invoices, please contact customer care to receive it via Gmail or Whatsapp, based on your preference.