Orders and Payments
Can I combine different group buys, pre-orders, or in-stock items?
We recommend placing separate orders for different group buys, pre-orders, and in-stock products. Each has a different lead time. If you combine them, we must wait until all items are ready before shipping, which may cause long delays or stock issues.
- If you want to split an existing order, please submit a support ticket, and we will assist.
Can I make changes to my order after placing it?
Yes, changes may be possible before the order ships. Please contact us as soon as possible.
- For in-stock items: We may cancel and refund (minus 4% transaction fee) if changes are not possible.
- For group buys/pre-orders: Changes cannot be made after the group buy window ends.
Can I cancel my order?
- In-stock items: Orders can be canceled before the shipping label is generated (4% transaction fee applies).
- Group buy/Pre-order: Orders can only be canceled before the group buy ends (4% fee applies). After the group buy ends, cancellations are not possible.
You can expect to receive your refund within a few business days.
Can I change my shipping address?
Yes, before the parcel is shipped. Please update your default address in your ILUMKB account and inform us via the Contact form. Additional shipping costs may apply if you are shipping to a different country.
- Once the parcel has shipped, the address cannot be changed. If returned due to an incorrect address, reshipping fees will apply.
What currency are prices listed in?
All prices on our website are listed in SGD (Singapore Dollars). Your payment provider may apply currency conversion rates if you are paying in a different currency.
Do you offer any discount codes?
We occasionally offer special promotions. If you are planning to purchase bulky items, please email us and we’ll try to work out the best possible price for you.
What payment methods do you accept?
We accept major credit and debit cards, popular digital wallets (AliPay, WeChat Pay, etc.), and regional payment methods depending on your country.
For Singapore customers, we also support PayNow for local payments.
At checkout, you’ll see all available payment options for your location.
Shipping &Delivery
What are the delivery options and shipping costs?
We ship worldwide from Singapore. Available couriers include FedEx, DHL Express, SingPost, and TracX Logis (Qxpress). Availability depends on your location.
- Shipping costs are calculated at checkout based on weight and destination.
What is the average shipping time?
- FedEx/DHL Express: 2–5 working days worldwide (with full tracking)
- TracX Logis (SG only): 1–2 working days
- SingPost International: 2–4 weeks depending on destination (tracking may be limited)
Why hasn’t my order shipped yet?
- In-stock items: Usually processed in 1–3 working days.
- Group buys/pre-orders: Orders ship only after production is complete. If combined with in-stock items, all will be shipped together.
Do I need to pay duties and taxes?
Yes, international customers are responsible for any import duties, taxes, or handling fees charged by their local customs. If you refuse to pay, the parcel may be returned or destroyed, and associated costs will be your responsibility.
Group Buys
What is a group buy?
A group buy allows the community to pool orders for a product. Once the buy closes, production begins, and items are shipped when completed.
How long will my group buy order take?
Lead times vary depending on the product. Please refer to the product page for details.
Can I transfer or sell my group buy spot?
No, orders must remain under the original buyer’s account.
Will the final product match the renders?
There may be slight variations in color between renders and the final product.
Can I cancel my group buy order?
Only before the group buy ends (4% fee applies). After it ends, no cancellations or changes are possible.
Returns & Issues
What if my item is missing, incorrect, or defective?
Please submit a support ticket within 14 days of delivery, with:
- Photos of the parcel, shipping label, and items
- Your order number
Do not dispose of items until we confirm next steps.
- Switches: Verified missing/damaged switches will be refunded or replaced with your next order.
- Keyboards: Issues must be reported before building. We are not responsible once resold.
What if my parcel is damaged or lost?
We will contact the courier to investigate.
- If you requested "no-signature delivery" and the parcel was marked delivered but lost, we cannot provide a refund.
What if tracking says delivered, but I didn’t receive it?
Check your mailbox first. If still missing, contact us within 7 days of the delivery date. Claims cannot be made after 7 days.
Can I return an item?
Yes, within 14 days of delivery. Items must be in original condition.
- Refunds exclude shipping costs and a 4% transaction fee.
- Customers are responsible for return shipping.
Customer Support
How long does it take to get a reply?
We aim to respond within 1–3 working days.
How do I contact you?
- For orders: Use the Contact Us form on our website (please don’t duplicate messages across channels).
- For business inquiries: Email business@ilumkb.com
Where is my order confirmation?
You will receive an order confirmation email after purchase. If not, check your spam folder or verify your email address in your account.
How can I check my order status?
Log in to your ILUMKB account and view your order history.
Do you provide an invoice or receipt?
Yes. If you require an invoice or receipt, please contact us with your order number, and we will provide it.

