Help & Support
Enter your search term here...
New support ticket
Check ticket status
What is Illumicrate?
How do I keep updated on Illumicrate?
Can I buy past boxes or individual items from past boxes?
Will you be restocking any of your special edition boxes?
What subscription options are there?
What do I get inside the monthly box?
What type of books will be in Illumicrate?
When will the monthly themes be announced?
Can I purchase a subscription product without a subscription?
How do Illumicrate subscriptions work?
How much does an Illumicrate subscription cost?
How do Illumicrate monthly subscriptions work?
How do I update my address for my subscription?
How do I update my payment method?
Skipping, Switching and Cancelling
How do I skip a month?
Can I cancel my subscription?
I forgot to skip and my subscription renewed/attempted to renew. Can I still skip?
I have a 3/6 month prepaid subscription, can I still skip?
Can I switch from the full box to book only or vice versa?
When will my subscription renew?
My renewal payment has failed, what can I do?
I don't get paid until after the 5th, will I lose my box this month?
What is Afterlight and how much is it?
When does Afterlight ship?
What do I get inside the Afterlight box?
Pricing, Billing & Payments
Pricing and Billing
How can I pay?
If I order a single purchase, when am I charged?
When will I receive my product?
When will my order ship?
How long will my box take to arrive?
Do you ship to my country?
Do you ship to my country and how much is it?
My tracking hasn’t updated, is there an issue?
I haven't received a tracking email, how can I track my parcel?
My tracking says my box has been delivered, but I haven't received it
PO boxes, Military addresses and combined shipping
Can you offer combined shipping?
Can I have my box shipped to a P.O. Box?
Can I have my box shipped to an APO/FPO address or a P.S.C. box?
I want to change my address for an order I’ve paid for – how?
I've updated my address on my account, will this update automatically on my orders?
I’ve changed my mind, can I have a refund?
Missing box or Missing items
I think my box has shipped but I haven’t had a tracking number?
My box had a missing item, what do I do?
Damages and Returns
One of my items arrived damaged, what do I do?
Can I return my box if I already have the book?
What is Illumicrate Lifestyle?
How long will each Illumicrate Lifestyle collection be available for?
How does ordering and shipping work for Illumicrate Lifestyle products?
Where do Illumicrate Lifestyle products ship from? Will I be charged customs?
What sizes do the Illumicrate Lifestyle clothing items come in?
The size and/or colour I want is unavailable – will it be restocked?
What are the care instructions for the products?
Shipping and Returns
Are Illumicrate Lifestyle products returnable/refundable?
Help Desk Software
by Freshdesk Support Desk