Below are some of our most frequently asked questions. If you cannot find an answer to your question feel free to contact us on [email protected]
Security & Privacy.
Q. Is it safe to order on Ilus Cosmetics Website?
Yes! We do not take any risks with money or personal details. Our shopping cart has 128 bit Secure Socket Layer (SSL) data protection. (The highest allowed.)
Q. Do you sell or give out customer names and addresses or email?
Absolutely not! We take customer privacy VERY seriously and do not sell or give out any customer information to outside sources.
Payment & Shipping
Q. How can I pay?
We accept all major credit/debit cards (Visa, MasterCard), eCheques, bank transfers, and PayPal accounts. We use PayPal which is a safe and secure way to pay online and there is absolutely no need for you to set up a Paypal account.
Q. Can I pay with my Paypal Account?
Q. What are your Postage rates and postage times?
Free! For orders over $100.00 (Standard Postage)
For orders under $100.00 -regular postage flat rate $9.95
-express postage flat rate $14.95
Q. How long will it take to receive my order?
Orders are processed either the same or the next business day. Once processed orders are sent via Australia Post standard E-parcel (standard delivery takes 3-7 business days, express 1-3 days).
Can I track my order?
Yes! Once your order is posted you will receive an email with your tracking number. Visit Australia Post tracking website to keep an eye on your order.
What happens if I entered the wrong delivery information?
Unfortunately, we cannot change any order information once your order has been shipped. If you realize your mistake immediately contact us on [email protected]
Q. How do I know if my order has been successful?
You should receive an order confirmation email once you have placed and paid for your order. (Please check your spam and junk folders.)
Q. Can I change or add to my order once I have submitted it?
Maybe! If you contact us quickly before we dispatch the order we can always add or change items.
Can i return or exchange items bought at iluscosmetics.com.au?
Any items that arrive broken or faulty will be replaced right away. For any items that arrive damaged, please contact us at [email protected]
We have a 14 day return policy. We offer an exchange or gift voucher for items returned in new condition and in the original packaging. Unfortunately we do not provide cash refunds or exchange on change of mind or if you are not happy with the item once it has been used.
Q. My pump isn’t working, is it faulty?
The pumps used on many skin care products are special “air pumps”, that do not contain the regular plastic tube, but instead use an air suction technology to pump the products. Often these bottles need a lot of pumps to get the product flowing the first time. Please try this before returning the item.
Q. How do I return an item?
Please contact us via email [email protected] and we will guide you through the process.
Please note that for items returned due to a change of mind, we do not cover the return shipping cost.
I have been sent an incorrect item/there is an item missing?
We are so very sorry. Please email us at [email protected] We will send you the correct item ASAP with a pre-paid return postage bag (that can be dropped into any Australia Post box) for you to return the incorrect item. Alternatively, you can keep the item for discounted price.
Can I order an item that is currently out of stock, will you be getting more in?
Ilus Cosmetics imports most of its products from Europe we do our very best to have products in stock at all times, but our products are very popular and can sell quick. If you want to pre-order an item contact us at [email protected]
Can I return an item I bought on sale?
Sorry! Items purchased on sale are not able to be returned for a refund or exchange.
Products & packaging
Are the Products you sell tested on animals?
Q. What do you use for packaging in your shipments?
Reuse and Recycle. Conservation is very important and we will always try our best to re-use or use recycled packaging.
Q. I am chemically sensitive. Do you sell any products that may work for me?
Yes we do! Many chemically sensitive individuals are able to use the products for extra gentle skin.
Q. Where are you located and can i pick up my order
Not at the moment, we are located at 13 Alpha rd Willoughby 2068 NSW Australia soon you will be able to pick.