2  YEARS WARRANTY

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FAQ's

Delivery

How long does it take?

Delivery takes approximately 1-3 working days. For deliveries outside of Germany, it takes 2-5 working days. Shipping to the US takes usually 8 days.

How much does it cost? Where do you deliver?

From an order value of 50 dollar and above the dispatch is free, otherwise it costs 2 dollar per order.

How long does it take to process my order?

All of our orders are transferred to our shipping centre and to Deutsche Post/ DHL within 24 hours. You will receive a notification via e-mail to the e-mail address you used during the ordering process.

Which delivery service do you use for shipping my order?

All deliveries are handled by Deutsche Post/DHL. Deliveries in Germany can be tracked via a tracking number.

 

Ordering

I haven’t received an order confirmation.

After placing an order in our shop, you receive an automated order confirmation via e-mail. If you don’t receive one within one hour of placing your order, it’s possible that..

...the confirmation can be found in the junk folder of your e-mail account.

...you have entered the wrong e-mail address during the ordering process.

If that’s not the case, please contact our customer support (hello@illisio.com). It’s possible that the ordering process has not been completed.

Can I change my order after completing it?

Your order will be dispatched quickly after being completed, so we can guarantee a fast delivery. However, we cannot change your order after you have paid and therefore completed it.

 

Payment

Which payment methods can I use?

We accept all major credit cards (Visa, MasterCard, American Express), as well as Amazon Pay, and PayPal. Advance payment is also possible.

Can I pay via invoice?

Invoicing/paying on account is not possible at the time.

 

Promotional Codes/Discounts

How do I use a promotional code?

When you are ready to checkout, click on your shopping bag and enter your promotional code into the box marked ‘Enter a Gift Voucher or Discount Code’. You can find this box just underneath the list of items in your bag.
Once you have entered the code, click ‘apply’ and continue to checkout.

I forgot to enter the code during checkout. Can I get a discount after placing my order?

If your order has not been processed by our shipping centre yet, we can apply discount codes after you have completed your order. Please make sure to enter your code during the ordering process. Due to our fast delivery, we cannot guarantee to make any changes once your order is completed.

Can I combine promotional codes?

You can only use one promotional code per order. Cash payment of the code’s value is not possible.

 

General Questions

Is there a minimum order value?

No! You can buy any item that you like, there is no set value.

I would like to change the charms on my jewellery/ add more charms.

Sure! You can order a single charm on our website in the category "charms".

Where is my delivery?

After your delivery has been packaged, you get an automated confirmation via email. For deliveries in Germany, we even have tracking numbers!

If your delivery has not arrived after 14 working days, please contact our customer support (hello@illisio.com). We are happy to help you with any inquiry!

I received the wrong product/My jewellery is damaged.

We are sorry to hear that you have received the wrong order/that your product is damaged. Please contact our customer support (hello@illisio.com) right away!

 

Revocation

How do I revoke my order?

Within 14 days of receiving your order, you have the right to revoke it. Please contact our customer support for that matter. After that limit is expired, refunding your order is not possible.

 

Returns and Refunds

What is your Returns Policy?

According to our Terms and Conditions, the customer is responsible for paying the shipping cost of a return.

Do I get notified if my returned items have been delivered to you?

You will get notified if your return and refund has been processed. At the time, you will not be notified if your parcel has arrived or not.

When do I get my refund?

After your parcel has arrived (which can take up to 10 working days), we refund the money via the payment method you have used during the ordering process. If you have chosen advance payment, we need your bank details for a refund (IBAN). In the latter case, our customer service will contact you via email (hello@illisio.com) if needed.