An item is missing from my order; what do I do?

We are so sorry about this! We do have quality control measures in place, but we are only human and occasionally an error is made. 

If you are missing an item from your order, please contact Support and include: 

• Your name and order number; 
• Details of what is missing; and 
• A photograph, in good lighting, of everything you did receive in your order. 

We can then assess this to make sure nothing else is missing, and, whenever possible, arrange for a replacement to be sent out to you. 

Please submit your missing item request within 14 days of receipt of your order. 

Damages

If your item is damaged, please do not submit a missing item request. Instead, please submit a damage request.

Remember! 

• Click here for information about refunds. 
• Click here for how to submit a damage request.
• If you get stuck, contact Support.

  
  

  
  

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