One of my items arrived damaged -- what do I do?

Unfortunately, sometimes an item may arrived damaged, for which we apologise. However, if you do receive an item that is damaged, we will try our best to replace it for you. 

Remember!

• Click here for our Standard Book Damage Guidelines.
• Click here for our B-grade and C-grade Book Guidelines.
• Click here for our explanation of Damaged Book Listings.

To Request a Replacement

To request a damage assessment and/or a replacement item, please complete the following steps: 

• Review our Standard Book Damage Guidelines. 
• Fill out our Customer Support Form within 14 days of receipt of the item. 
• Attach photos of the damaged item/s and the box, showing the shipping label. 

After submitting your request, you may be asked for additional information or steps before a replacement is agreed upon. This could include: 

• Sending us additional photos of the issue. 
• Attempting an at-home fix for a cosmetic issue with a book or item. 
• Destroying your damaged item before we can provide a replacement. (Please do not dispose of your item before receiving confirmation that we are able to replace it.)
  

In the rare event that we cannot replace an item due to a lack of stock, a partial refund will be offered. 

Returning Damaged Items

In the case of damages, we will not require the damaged item to be returned to us. However, we do recommend you keep a hold of it until your replacement arrives. Once you have received this, you can dispose, recycle, or pass on the damaged item as you wish. 

Replacement Timelines

We answer emails as quickly as we can, but please note that any emails regarding missing or damaged items do take longer for us to process so please be patient. If we expect an extended timescale for getting back to you, we will let you know.

What We Cannot Replace

There are a few things we are regrettably unable to replace: 

• A product if only the packaging is damaged. 
• The packaging of an individual product if this packaging is missing. 
• Promotional or spoiler cards if they are damaged or missing. 
  
• Slipcases or dust jackets in cases where the books themselves don't meet our damage guidelines. 
  

Please note that all replacements are at the discretion of Illumicrate Customer Support. 

Remember! 

• Click here for our Standard Book Damage Guidelines.
• Click here for our B-grade and C-grade Book Guidelines.
• Click here for our explanation of Damaged Book Listings.

Please contact us if you have any issues, or you can also email us directly at support@illumicrate.com!