FAQ

General

How do I care for my Illumine Creative items?

All of our items are machine washable, just use the delicate setting on your washing machine and lay flat to dry or tumble dry low.

Where is Illumine Creative located?

We are located in Kamloops BC.

Where is Illumine Creative made?

All of our items are handmade in our smoke free home. We source local manufacturers for our screen printing but we design and sew all our items in house.

Can I share pictures of my Illumine Creative products with you?

Yes please! We love seeing your pictures, just use the hashtag #illuminecreative or tag us in your photos @illuminecreative

You can also email us your photos at hello@illuminecreative.com with your social media handle so we can credit you if we post your photo!

Purchasing and Ordering

How do I order?

The illuminecreative online shop is quick and easy-to-use. Simply add the items you love to your shopping cart and follow the instructions presented during the checkout process.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, and Paypal

Is my information secure?

Yes! Your details are SSL encrypted during the checkout process

When will I receive my order confirmation?

You will receive 2 emails after you place your order and provide us with a valid email address.


The first email will arrive within 24 hours and confirms we have received your order.

The second email will be sent confirming your order has been shipped and will include your tracking number.

Change in your order status.

We all make mistakes, if by chance we don't have an item that you have ordered in stock, we'll notify you by email immediately. We will cancel the order in respect of that item after we have notified you. If you paid with a credit card, we will not charge you for the item or any taxes or shipping charges.

Shipping

When will my order ship?

We aim for Ready-Made items to be mailed out via Canada Post 1-5 business days after payment has cleared.

Made-to-order items will be mailed out via Canada Post 2-3 weeks after payment has cleared.

Illumine Creative does not count Canadian Statutory Holidays as a business day.

How long will shipping take?

Once your order has been processed and dispatched, the delivery times are as follows:

  • Canada: approx. 2-8 business days
  • USA: approx. 5-10 business days

Please note that these delivery times are estimates from Canada Post and we unfortunately cannot guarantee them.

Do you offer free shipping?

Yes we do! Canadian orders will ship free on any qualifying order of $45.00+ after any discount has been applied.

USA orders will ship free on any qualifying order of $99.00+ after any discount has been applied.

Unfortunatly we do not offer free shipping on any international orders outside of Canada and the USA.

How much is shipping if I do not qualify for free shipping?

If your order is under the qualifying amount for free shipping, we offer a flat rate of $12.99 within Canada and $18.99 within the USA.

Do you ship internationally?

Yes we do! If you are outside of Canada and the USA please send us an email at hello@illuminecreative.com with the items you wish to order and we will send you a shipping quote.

Do you combine shipping on multiple orders?

Unfortunately our system does not allow us to combine shipping on multiple orders. If you would like us to combine shipping please email us at hello@illuminecreative.com before you receive a shipping confirmation and we will cancel your original order so that you may place another order.

What happens if my package is lost in the mail?

Please contact us at hello@illuminecreative.com if your order does not arrive within 30 business days from the shipment date (8 weeks for international orders) Please be sure to include your order number and tracking number in any correspondence.

**IMPORTANT: Please note that any shipments that leave Canada may be subject to applicable duties and taxes, and are the sole responsibility of the Purchaser. The Purchaser is responsible for all fees, duties, customs and taxes upon delivery.

Returns

What is your return policy?

Due to the handmade nature of our items, we are unable to issue refunds.

If an item you purchased is faulty or wrongly described contact us immediatley at hello@illuminecreative.com and we will work to rectify this issue.

What happens if my product is damaged upon arrival?

If your order was damaged upon arrival please email us at hello@illuminecreative.com within 1 day of delivery so that we can resolve the issue. A digital photo of the damaged package may be required in order to file a claim with our shipping provider.

*You are responsible for any return shipping charges, as well as any taxes, brokerage charges or duty incurred. We will not accept unsolicited returns without you first contacting us with the issue.

**Any additional cost incurred due to currency conversion will not be refunded, and are considered the responsibility of the customer.

***Please note that items may not be returned based on color. Colors may vary slightly from what you see on your monitor compared to the actual product. Monitor settings (color/resolutions) will differ.