FAQ's

How long will my order take to arrive?

We dispatch all orders within 48 hours. Once shipped, orders going to the UK arrive within 1-3 days unless sent via Tracked 24. For European orders, the estimated delivery time is 5-7 days. Orders shipping to the rest of the world are expected to arrive within 7-10 days.

 

International Orders Fees:

For EU and international orders, customs charges and import duties may apply once your package reaches your country. These fees are set by your local customs office and vary depending on your location. Unfortunately, we have no control over these charges, and any additional costs will be the responsibility of the customer.

 

How do I know once my order has been shipped?

You'll receive confirmation emails at each stage of your order, including when it has been shipped. If you have any further questions, 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 longevity of your jewellery. Here are a few care tips you can follow to stop the plating from tarnishing:

- Jewellery (Stainless Steel & Gold Plated) - Avoid exposure to harsh chemicals, perfumes, and lotions. We recommend storing them in a dry place when not in use and wiping them gently with a soft cloth after wearing.

- Body Jewellery (Surgical Grade Stainless Steel Bars with PVD-Plated Pendants): These pieces need a little extra care. Avoid wearing them in water, and store them away from humidity to prevent any tarnishing or wear on the pendants.

All of our jewellery pieces are lead and nickel free; making them hypoallergenic, so you don't have to worry about skin irritation or green marks!

With proper care, your jewellery will maintain its shine for a very long time!

 

Do you offer international shipping?

Yes, we offer worldwide shipping! No matter where you are, we’ll deliver your jewellery to your doorstep. Shipping times and costs vary depending on your location, but we aim to make sure you get your order as quickly as possible.

 

How do pre-orders work?

When you place a pre-order, you're ordering an item that’s not yet back in stock, but is in the process of being made. We’ll ship pre-orders within 2 weeks, and you’ll receive a confirmation email once your order is dispatched. 

 

What is your return/exchange policy?

We accept returns or exchanges on most items within 14 days of delivery, as long as they are unworn and in original packaging. However, due to hygiene reasons, we cannot accept returns on any body jewellery or earrings. If you receive a faulty item, we're more than happy to offer an exchange or refund. If you have any issues, feel free to reach out and we’ll do our best to help!

 

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

If you need to modify or cancel your order, please email us as soon as possible. We’ll do our best to make changes, but since we process orders quickly, we may not always catch your request in time. For this reason, please make sure you've used the correct address etc before ordering. We will always try our best to assist!

 

Is your jewellery suitable for sensitive skin?

Absolutely! Our Jewellery is made with stainless steel and gold plating, which are hypoallergenic and suitable for sensitive skin. Stainless steel is known for its durability and resistance to tarnish.

Our body jewellery is nickel and lead-free, making it suitable for sensitive skin. The bars are made from stainless steel, and the pendants are PVD-plated metals. However, we advise against wearing our jewellery if you have known allergies to these materials, as your satisfaction and well-being are our top priorities. If you have any concerns or questions, feel free to reach out via email.

 

What payment methods do you accept?

We accept a variety of payment methods to make your shopping experience as convenient as possible. You can use debit card, credit card, apple pay and google pay. We also accept Klarna and Clearpay as our after-pay options.

 

How can I track my order?

If you selected our express shipping option, your order will be sent with 1st class shipping, which is only updated/scanned upon delivery as proof of delivery. If you chose the Tracked 24 option, you will get an end to end tracking number which you can use for updates on the Royal mail website or app, as well as an email/text with the estimated date and time of delivery on the day.

For international orders, you have two shipping options; standard shipping, if you choose this option, please note that you won’t receive updates on your parcel’s journey, as it doesn’t include tracking. If you choose tracked shipping, you will receive tracking updates so you can follow your order until it arrives.

 

What if my jewellery arrives damaged or defective?

If your jewellery arrives damaged or defective, please contact us within 14 days of receiving your order. We’ll ask you to provide photos of the issue, and we’ll work with you to resolve it, whether that’s through a replacement or a refund. Your satisfaction is a priority to us, and we want to make sure you love your jewellery!

 

How do I contact customer support?

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