Sometimes tracking can be updated before a parcel goes out for delivery, so please wait until the close of your scheduled delivery window first. We also advise checking your safe space and/or with your neighbours to see if it has been left there.
However, if you experience any issues with your shipping or delivery, please contact Support within 21 days after the parcel dispatch date so that we can best investigate this with our shipping partners.
Any queries sent after this 21-day deadline will not be able to be investigated, and if we are contacted outside of this deadline you will need to pay the shipping fee again to have a replacement sent. If you prefer a refund, this will be issued minus the original shipping fee.
Please note that is the customer's responsibility to monitor their tracking, query any issues, and contact us about any returned orders or order delays.
For any customers contacting us two (2) or more months after an order has been dispatched, please be aware that you may have to pay for the order and shipping to have a replacement sent. In the case of refund requests, store credit, minus the original shipping fee, may be issued instead of a refund due to the duration of time between dispatch and the query being raised.
Remember!
- Click here for the latest UK shipping updates.
- Click here for the latest US/CAN shipping updates.
- Click here for general shipping information about shop orders.
- Click here for general shipping information about subscription orders.
Please contact us if you have any issues, or you can also email us directly at support@illumicrate.com! Was this article helpful?
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