Customer Service
Shipping & Delivery
Shipping Errors and Damages: Please call us right away at 800.496.4776 or email us at customerservice@illuminada.com if your order arrived damaged or if a packing error occurred; please provide us with your order number, name, address, and a description of what happened. We will let you know what to do next. If a replacement item is in stock, we will ship it to you immediately; your credit card will be charged for the second shipment, but you will be credited for the original item including delivery and handling once the return has been processed.
Privacy & Security
Illuminada is committed to honoring and protecting your privacy while at the same time providing you with a first rate on-line and shopping experience. As an important part of respecting your privacy, we believe that you have the right to know what information is collected by this Web site, how such information may be used, and what security measures are taken to protect your information. Effective Date of this Privacy Policy this policy is effective as of July 1, 2009.
Collection and Use of Information: When you visit our Web site, place an order, and/or contact us via e-mail, certain information is or may be collected. Among the types of information that may be collected are the following:
- domain names of visitors to our Web site;
- if you place an order or contact us, your name, address, e-mail address and whatever credit card information you provide in connection with your purchase;
- "navigational information" regarding traffic patterns on our Web site, including the number of visits to a particular page and user-specific information on which pages a guest visits, average length of time spent on the site and similar site usage data; and
- any information that you may choose to submit in connection with any e-mail messages, on-site surveys, registry programs, contest and the like.
We use this information in order to analyze, manage and improve our Web site so that we may continually strive to provide you with the best shopping experience that we possibly can. Information on traffic patterns and the number of page visits and the like helps us to further develop and improve our site layout to better meet your needs. Of course, we also use information such as your name, e-mail address and credit card information to contact you, respond to your inquiries, and to process, deliver and receive payment for your purchases. We may use such information to notify you of services, special offers, new products and other services that we believe may be of interest to you, or to notify you of important new changes in our Web site. Finally, we use collected information to help us diagnose problems with our server or other technical issues relating to the performance of the Web site. Cookies "Cookies" are small bits of data that a web site can send to your browser and may then be stored on your hard drive. We use cookies in connection with certain features on our Web site, although we note that our cookies do not contain any personally identifying information such as your name. We use the cookies to enable us to store items in your shopping cart and may also use them to help provide you with customized or tailored information or services. You can set your web browser so that you will always be notified when you receive a cookie. Security: We take reasonable precautions to protect the security of your personal information. Our Web site is hosted on secure servers and utilizes SSL secure server software. Any personal information that you provide is encrypted, while it is being transmitted over the Internet in order to reduce the possibility that such information can be read by an unauthorized person. Any information collected by us is stored in private files behind a firewall designed to protect your information by denying unauthorized access by outside users.
Returns & Replacements
Guarantee : We want you to be completely satisfied with every Illuminada.com purchase. If your order fails to meet your expectations for any reason, please return the merchandise within 7 days of receipt for exchange, refund or credit (excluding delivery and handling charges). We apologize that personalized items cannot be returned.
Returns: Please insure and ship your return merchandise, with the information requested on the back of your packing slip (including your name, address and zip code) to the address shown on your packing slip. We recommend insuring your return shipment, since we cannot give credit for items that do not arrive in our operations center. If you cannot find the packing slip, please send your return packages to:
Illuminada.com
15650 S. Avalon Blvd.
Compton, CA 90220
If you have further questions regarding your return, please email us at: customerservice@illuminada.com.
Exchanges: If you've kept your packing slip, fill out the exchange portion of the form on the back of the slip with the item you would like to order, and include it with your return. If the merchandise price for the replacement item exceeds the amount to be refunded (please note that delivery and handling charges are not refunded when you return an item unless we are at fault), please include payment for the additional amount. There are no additional charges for delivery and handling if you're exchanging an item. If you have questions, please call us at 1-800-496-4776.
Returns and Replacements: Fill out the form on the back of your packing slip as you would for a regular return or exchange (see above). If you are returning the item, we will send you a gift certificate for the dollar amount of the item. If you are exchanging the item and the amount for the replacement item exceeds the cost for the return item, please include payment for the additional amount.
