Help Center

It is recommended to place separate orders for different group buys or in stock products. 

Different GBs will have different leading times, if you mix them together, we have to wait for all of the products to be available and ship them together. This will cause a long delay and the quality of the products may be affected. 

If under some circumstances we are unable to keep the products for so long and it is out of stock while we are waiting for other products, we will deduct the transaction fee and refund you, even if this is a GB product. 

If you would like to separate the different GBs, kindly submit a support ticket to us, we will assist you. 

We are unable to combine orders. Shipping fees will be calculated separately. Kindly review your cart before checking out.

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.

We will try our best to ship out your order asap, our general processing time will be 1-3 working days after order is placed. 

If your order is an instock item and you haven’t received the shipping notification after 5 working days the order is placed, please Contact us and we will look into it ASAP.

Yes we can help to change the shipping address before the order ships. Please note that depending on where you are changing the address to, there may be additional shipping charges.

To make a change to your address, please update your default shipping address under your ILUMKB account and click on Contact us to inform us with your order number and new address. We will be helping update the order shipping address.

Please enter your email at ' Sign up for restock notifications! 'located on the right hand side of the product page that is currently out of stock. You will receive an automated notification via email once the item is back in stock.

After you have successfully placed your order online, you will receive an email with information regarding the details of your order.

If you have not received your order confirmation, please check the entered email address or contact Contact us

You can check the status of your order by logging in to “My Account” via ilumkb.com.

You can submit a return request within 14 days after the delivery. 

The item needs to be in the same condition as it was sent. Customers will be responsible for paying the return shipping cost. 

Once we receive the item and after checking the condition, returns will be refunded (deduct a 4% transaction fee and the original shipping costs).

Please contact us to make any changes before we ship out the parcel. Kindly state the items and quantity you would like to change. 

An extra shipping fee may be applied if there is a change in the total weight. 

If we are unable to edit the order, what we can help with is cancel the order but a 4% transaction fee will be deducted. Kindly review your cart before checking out. 

Please note that we are unable to change group buy orders once the group buy has ended.

We can't make any changes after the shipping label is booked. 

In Stock item:

If you want to cancel your order, please Contact us before your order shipping label has been generated. A 4% transaction fee will be deducted. 

We can't cancel the order after the shipping label is booked. 

Groupbuy/Pre-Order item:

Before the group buy ends, a 4% transaction fee will be deducted. One group buy window will be open for a certain period, depending on different products. If the group buy has ended, we are unable to cancel the order or make any changes.