FAQ


About Shipping

We are from Singapore and we ship worldwide.

For the shipping price, we are using easyship shipping solution to get up to 75% discounted on postage. There are over 10+ couriers we are offering to our customers: DHL, FedEx, Singpost, Aramex, UPS, and etc. 

All the shipping prices calculated by system, you will see it on check out page:


Shipping Time

once we get your order, the order processing time will be 1-3 working days. The average shipping time not includes the processing time.

The average shipping time

SG domestic : Qxpress 1-2 days.
International orders(Asia countries): Singpost 2 weeks, DHL Express 1-3 days.
International orders(US, CA, EU): Singpost 4-8 weeks, DHL Express 2-5 days.


About the Orders

Where is my order confirmation number?
After you have successfully placed your order online, you will receive an email that contains information regarding the details of your order.

If you have not received your order confirmation, please check the entered email address or contact Customer Service.

Can I amend my order after it has been confirmed and paid for?
Once you've placed your order, we are unable to make any changes, additions. We highly suggest that you review your bag before checking out.

Can I cancel my order?
In Stock item: If you want to cancel your order, please contact us before your order is shipped, we will process the refunds ASAP. Once we shipped, you cannot cancel your order.

Groupbuy/Pre-Order item: 
You only can cancel the order in 7 days after you place the order to get full refund. After 7 days, we will charge you 3.65% + 50 cents SGD restocking fee. 

Can I combine my order into one shipment?
We are unable to combine orders. Shipping fees will be calculated separately.

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