Help Center

We are from Singapore and we ship worldwide.

There are 5+ couriers we are offering to our customers: FedEx, DHL Express, Singpost, Aramex, Qxpress, etc. 

Not all the delivery services are available for every place. The shipping company may adjust their offerings.

All the shipping prices are calculated based on the weight and location, you will see it before checking out.

We are sorry that your item is damaged or lost. We will submit the parcel inquiry to the shipping company, it will take up to 6 months for resolving.

It is highly recommended to use DHL express for valuable items. 

If a customer has requested sign release and the parcel is delivered but lost, we are not responsible for any refund.

If there is no tracking update for 25 working days after the parcel is sent out, kindly contact us and we will submit an investigation ticket to the shipping company, they reserve the rights on when an update will be provided.

If you notice that the tracking status is delivered but there is nothing delivered.

Check your mailbox, sometimes the courier will leave the parcel inside.

Please inform us within 7 days of the delivery date and we will contact the shipping company to investigate. Claims will not apply after the 7 days.

We're sorry you received a parcel with incorrect/missing/defective items!

It is always suggested to check the items when you receive the parcel from us. If there are any issues with the items, kindly submit the support ticket to us within 14 days after the delivery. 

Please also include the following details in your email:

- Image of the Item/Parcel(s) received

- Image of the shipping bag and shipping label

- Order Number

Please do not dispose of or throw away any of the items you're writing about! ILUMKB may need your help to return the item.

For switches

All the switches will be counted by our staff, if a missing/damaged switch is found, we will process the refund or replacement (with your next order). 

For keyboards

Any issues with the product need to be submitted to us before the build. 

Kindly note that once the product has been re-sold, we are not responsible for any issues the product may have. 

For in stock items, the general processing time will be 1-3 working days after we have received your order. It may take longer for us to process the orders if we are dealing with a large volume of orders. The average shipping time does not include the processing time. For the average shipping time, kindly refer to this page 'What is the average shipping time?'.

If you need the item urgently, please consider DHL Express or FedEx.

If your order has both group buy item and in stock item, we will ship out the items together in one parcel after we receive the group buy item. Please do not mix group buy items with in stock items, or mix different group buy items. The instock item may be out of stock while we are waiting for the group buy items, this will cause a long delay.

For group buy items, please refer to FAQ ‘Group buy’.

Before we send out the parcel, you can contact us to change the shipping address.

After the parcel is picked up, we are unable to change the shipping address. 

If there is an error in the shipping address, the parcel may be lost or returned to us.

We are not responsible if the parcel is lost due to an incorrect shipping address. 

Parcel returns may incur additional costs such as return shipping costs, tax (for international import and export), and handling fees. Customers will be responsible for parcel return costs. 

Additional shipping costs will be charged to resend the parcel. 

International customers may be subject to import duties and taxes, which are not included in the shipping costs. This will be charged by destination customs, not ILUMKB.

You can check the List of countries by tax rate here.

The customers are responsible for paying any import costs, such as tax, handling fees, etc.

If the parcel arrives at the destination and the import costs payment is rejected by the customers, the shipping company will return the parcel to us. With the parcel returned to the sender, import tax to the destination country, return shipping cost, and other related costs will be billed to customers. 

We are based in Singapore and we ship worldwide.

These are the estimated shipping time from our observations, and there may be shipping carrier delays. 

If the selected shipping service is not available at the moment, we will choose another courier for you.

For Singpost service:

Sometimes the tracking status may be limited and stop updating, but it doesn’t mean the parcel is lost. It will take longer for the parcels to be delivered. It is always suggested to track the status on the local post website after the parcel arrives at the destination country. For more detailed updates, you will need to contact the local post office and they will guide you.

If you notice that the status is delivery attempt fails, please kindly call the local post office at your earliest convenience and collect the parcel from them. Usually, parcels will be held by the local post office for some time and then returned to the sender if no one collects them. To resend the parcel, the shipping cost will be charged.

Singpost Basic shipping:

For Singapore local letter box ONLY. We are not responsible for lost parcels due to incorrect addresses. 

WHAT IS THE DIFFERENCE BETWEEN DIFFERENT TRACKING STATUSES (UNLIMITED, NORMAL, VERY LIMITED)?

Unlimited: Courier services, the shipping company can locate exactly where the parcel is. It is highly recommended to choose this service if you need the item urgently or if the valuable item is purchased. 

Normal: Basic tracking status is provided. There may be carrier delays.

Limited: Basic post service, the post office customer service is unable to provide detailed updates once the parcel is posted out until the parcel arrives at the destination country. Delays may occur due to limited available flights to the destination country.