- What are the hours for your showrooms?
Monday and Tuesday, CLOSED
Wednesday - Friday, 11am to 5pm
Saturday, 10am to 5pm
Sunday, 11am to 4pm
- What if I purchase an item and then I see it somewhere else cheaper? Do you offer a price match guarantee?
Illuminée offers a low price guarantee, so there is no need to hesitate or wait to place your order! If you find the exact same product advertised for less on any qualifying site within 7 days of your order,
contact us and we will match that price! Please note that shipping and handling fees and any sales tax will be taken into consideration. For example, if your order had free shipping and the competing website charged for shipping, the total price of the competitor, including shipping, will be matched. The low price guarantee excludes any items on clearance or items that have been returned or are in the return process. This guarantee also excludes exclusive discounts offered by some vendors that we are unable to match. We reserve the right to provide store credit for the difference in price in some cases.
- Can I change or cancel my order?
In order to get you your order as fast as possible, we start working on your order right away. Because of this, changes and cancellations are not always possible. In the event we are able to change or cancel an order, you will need to
contact us for additional help. We will try our best to accommodate all requests but may not be able to for your order. If the item has been processed prior to confirmation of the change or cancellation, you may return it following our
return policy. If an item is noted as non-returnable, it will not be able to be cancelled.
- When do I get my refund once I have returned an item?
We understand that receiving your refund for a returned item is a top priority. After we receive and inspect the item, we are able to apply the refund to the original payment within one week. Due to shipping, inspection and bank processing times, it may take up to 30 days from the time you return the item for the refund to appear in your account. Here is more information about our return policy.
- If I return an item, how is my refund calculated?
If you have decided to return an item, you are responsible for return shipping costs and applicable restocking fees. The refund will reflect the cost of the item, including any applicable taxes or restocking fees, with the cost of return shipping deducted. Please note that any additional shipping costs you may have paid for, such as expedited shipping or white glove delivery, are non-refundable. If you receive an item that was damaged, defective, or not the product you ordered, we will not charge for a replacement. However, in this situation, you will need to contact us within 48 hours of receipt, noting damage, defects or incorrect items. Here is more information about our return policy.
- How do I return a product?
You may return an item within 30 days of receipt as long as it is qualified for a return. Simply contact customer service, and we will be happy to provide pre-paid return shipping labels and other instructions for your return. You will need to package the item safely in its original packaging, add the return label, and make the item available for pick up or drop it off at a qualified location. Here is more information about our return policy.
- What should I do if my credit card has been refused?
Check that all the details that you have entered are correct. If the issue persists, try using another credit card. If you feel like your card is being refused due to an issue with our site, please contact us for additional help. In some cases, we may recommend you contact your credit card company to resolve any issues. We currently accept American Express, Apple Pay, Diners Club, Discover, Google Pay, Mastercard, PayPal, Shop Pay and Visa.
- Do you ship internationally?
Currently, we do not offer international shipping.
- How will I know that my order has shipped?
Upon placing your order, you will receive an email from us confirming your order. After the initial email confirming your order, a following email will be sent regarding lead times once that information has become available, if applicable. When your order has shipped, you will receive an email with your tracking information and a link to check its status. If you haven't received an email, please check your spam or junk folder.
- Do I need to sign for my package?
In some cases, you will need to be at the delivery location at the time of delivery in order to sign for and receive the package. We do this in order to ensure your package is safely delivered to the correct recipient. If you are unable to be at the delivery location at the time of delivery, packages can be held at your local post office for up to 5 business days. If you see this being an issue with your order, please contact us.
- What do I do if my product has a problem during the warranty period?
If you experience any issues with a product purchased from us that offers a manufacturer warranty, please contact our customer service. We will either help resolve the issue ourselves or get you into contact with the manufacturer so that they will be able to assist you.
- Do you offer discounts on large orders?
We offer discounts for designers, architects, builders, real estate agents, stagers, contractors, etc. through our
trade program. In some cases, we may be able to offer discounts on large orders.
Contact our customer service with any further questions.
- How do I redeem a gift card?
You can use a gift card either online, in-store or over the phone. If ordering over the phone or in person, have the gift card number ready when you call or come in. For orders through the website, during checkout, you will see a place to input a discount code or gift card. Please note that giftcards are delivered via email, and you will need to store that information until the time of your order. You can
buy a giftcard here.
- Why am I being charged shipping when your site says, "Free Shipping On Most Orders"?
While we offer free shipping on most orders, there are a few exceptions. Please review our
shipping and delivery policy for exact information.
- Does Illuminée charge sales tax?
In applicable situations, Illuminée will charge sales tax. Sales tax is based on state and local laws and is calculated based on the shipping address that you input at checkout. For trade professionals with resale certificates, applicable taxes will be waived. Contact us or visit our trade program page for more information and further help.
If you have any further questions, we are happy to assist you during our opening hours by phone, email, or video chat. To get ahold of us, please visit our contact us page.
