FAQ & Return Policy

At illuminolashes.com, we want you to be completely satisfied with your orders!  Please email us at info@illuminolashes.com for any issues or concerns you may have while shopping with us.   

 

What if there is an issue with my product? 

Our promise is to resolve any issues or concerns you may have in a timely and satisfying manner. 

Please contact info@illuminolashes to request a replacement or refund.

In the case of product defect, all costs will be borne by illumino.

Exchange and refunds can only be made within twenty-one (21) days of receipt by Customer shall be accepted for a refund of the price Customer paid, less a fifteen percent (15%) restocking

 

Kit Purchases. Only unopened and sealed Kits will be considered for a return if all unopened and sealed items contained within such Kit are returned within twenty-one (21) days of receipt and prior to Customer’s scheduled Course. If a Kit is returned within twenty-one (21) days of purchase AND prior to Customer’s scheduled Course date, then the refund will be calculated by subtracting a restocking and shipping fee of twenty-five (25) percent of the total Kit price. Once received, please allow for up to fourteen (14) days for return processing.

 

Return shipments must be shipped back to:

illumino

Attention: Returns

6787 W. Tropicana Avenue #103

Las Vegas, NV. 89103

 

When will my order ship?

Thank you for placing your order with illumino. Our processing time is 1-4 business days and may change depending on the volume of orders. Our team works hard to send out all shipments as soon as possible. Once your order has shipped, an email with the tracking information will be sent to your inbox. Lynk-Gel glue orders will only be shipped out Monday-Wednesday. Any Lynk-Gel glue orders made Thursday-Sunday will be shipped the following Monday, or after any observed federal holidays.

 

How much is shipping? 

  • We offer free shipping for the US and International, if your order totals $299.
  • Otherwise, you can choose your preferred shipping option at the checkout page. 
  • Lynk-Gel glue must be shipped with 2-day shipping or less.
  • Batteries can only be shipped with approved carriers, listed on the battery page.

 

How can I track my order? 

  • Once you place your order and that shipment goes out, you will receive an email with tracking.

 

Can I cancel my order? 

  • Order cancellations can only be made before shipment. 
  • Once your order has been shipped, you will have to send it back before receiving a refund. 

 

What if my package is lost, stolen or delayed?

  • We do not hold responsibility for lost or stolen packages in transit or delayed deliveries. We do not have control over where the delivery service places your package. 
  • You will receive a delivery notification with a tracking number for your convenience. You will also receive an email notification when it gets delivered. 
  • We do not hold responsibility for the delivery location on the specified premises or change of location requested by customer.
  • For lost or delayed packages, we can file a claim for you. It usually takes 10~14 business days for the delivery service to get back to us.

 

What if my package is returned to you?  

  • If undeliverable package is returned to us, we will email you to see how you’d like to proceed. If we do not receive a response within 5 business, we will cancel the order and process the refund right away. However, if it was returned to us due to incorrect or incomplete address provided by the customer, the shipping cost will be deducted. We have to pay for extra shipping cost when undeliverable packages return to us. Extra shipping cost will be deducted from the final refund.

 

What if I forget my username/password?  

  • If you forget your password, just select the Login tab at the top right of the homepage and enter “forgot my password” to reset. 
  • If you forgot your username and email associated with your account, email us at info@illuminolashes.com and our customer service staff will happily assist you. 

 

Will my credit card transaction be secure? 

  • Our website features an advanced and reliable security system that applies SSL (HTTPS) encrypted communication to all pages. 
  • All data, entered both by the user and illumino, is encrypted before being sent into the system. 
  • We strive to only require the absolute minimum amount of personal information from our members for ordering and shipping to keep their privacy intact. 
  • Any information that is provided is sent encrypted for your peace of mind. 

 

Why is my refunded amount less than the price of the product?

We do not provide cash value back for coupon codes. Coupon amounts will not be refunded when items are returned as they have NO CASH value. This means, if you apply a coupon to your order, the value amount will be deducted from your refund if items are returned.