FAQ's

How long will my order take to arrive?

We strive to dispatch your order within 48 working hours. Once shipped, orders within the UK typically arrive within 2-3 days unless sent via 1st class. For European orders, the estimated delivery time is 5-10 days post-shipping. Orders bound for the rest of the world are expected to arrive within 7-10 days.

 

International Orders Fees:

Due to recent changes in regulations, customers outside the UK, particularly in the EU, may be subject to customs fees or taxes upon receiving their orders. These fees are imposed by the destination country's customs authorities and are beyond our control. We send all orders as gifts to minimise any costs. We advise customers to be aware of and familiar with their country's customs policies to anticipate any potential additional costs associated with receiving their jewellery.  

 

How do I know once my order has been shipped?

Rest assured, you'll receive confirmation emails at each stage of your order, including when it has been shipped. We keep you informed every step of the way to ensure you're in the know about the status of your order. If you have any further questions or concerns, feel free to reach out to us via email.

 

How can I care for my jewellery to ensure its longevity?

Proper care is essential to preserve the beauty and longevity of your jewellery. Avoid exposing your pieces to prolonged contact with water and chemicals, as this can lead to tarnishing of the plating. To maintain the vibrancy and integrity of your jewellery, remove it before activities such as swimming and bathing. Additionally, store your jewellery in our bags, in a cool, dry place, away from direct sunlight.

 

Do you offer international shipping?

Absolutely, we're thrilled to offer worldwide shipping to bring our stunning jewellery to customers around the globe. Our international shipping service includes delivery to various countries, allowing you to enjoy our unique designs regardless of your location. For specific details on countries served, estimated delivery times, and associated costs, please refer to our Shipping page on our website.

 

How do pre-orders work?

Simply click "Pre-order Now" on the product page, and your item will be added to your cart. In the product description, you'll find details indicating that pre-ordered items will ship after a crafting period of two weeks. This way, you secure your favourite pieces in advance, and we'll ensure they reach you promptly after the crafting process. Happy pre-ordering!

 

What is your return/exchange policy?

Regrettably, we cannot accept returns due to hygiene reasons. However, if you receive a faulty item, we're more than happy to offer an exchange or refund. Your satisfaction is our priority. If you encounter any issues, please contact our customer support team, and we'll swiftly address the matter.

 

Can I modify or cancel my order after it's been placed?

Absolutely! If you reach out to us via email or live chat before your order is dispatched, we'll do our best to accommodate modifications or cancellations. However, please note that we can't guarantee the request will be seen in time due to the order processing timeline. Swift communication increases the likelihood of successful adjustments. Feel free to contact us, and we'll assist you promptly.

 

Is your jewellery suitable for sensitive skin?

Absolutely! Our jewellery is crafted with your comfort in mind. It is nickel and lead-free, making it suitable for sensitive skin. The bars are made from stainless steel, and the pendants are plated brass. However, we advise against wearing our jewellery if you have known allergies to these materials. Your satisfaction and well-being are our top priorities. If you have any concerns or questions, feel free to reach out to our customer support team.

 

What payment methods do you accept?

We accept a variety of payment methods for your convenience. You can use any major credit or debit cards, as well as payment options such as Klarna and Clearpay. Select the option that suits you best during the checkout process. If you have any specific payment-related questions, feel free to reach out to our customer support team.

 

How can I track my order?

If you selected the tracked shipping option during checkout, you can track your order by using the tracking information provided in the email we sent you. Simply visit the Royal Mail website and input the tracking details to monitor your order's journey. Please note that tracking is available for customers who ordered with the tracked shipping option.

 

What if my jewellery arrives damaged or defective?

Your satisfaction is our priority. If your jewellery arrives damaged or defective, we're more than happy to replace it for you. Alternatively, if you prefer, we can process a refund. Please contact our customer support team, and we'll swiftly address the issue to ensure you're fully satisfied with your purchase.

 

How do I contact customer support?

For any inquiries or assistance, please email us at illusivejewels@gmail.com. While we also have social media platforms, we cannot guarantee a reply as we handle all inquiries primarily through email. We appreciate your understanding and look forward to assisting you promptly via email.