I forgot my password
There are so many passwords that it is impossible to remember all of them. Recovering it is very simple, just adding your email and selecting that you have forgotten your password when trying to access the store, it will send you a new password.
What payment methods can I use?
For your convenience, you can pay for your purchase in a different way, choose the one you like the most!
- Credit card: It is totally free and it is the fastest management of your Visa, MasterCard, Maestro and Euro 6000 order: you only have to provide your card number, the expiration date and, if applicable, the security code. In this case, your data will be entered, encrypted and sent under a secure server in the virtual POS of the corresponding bank. These data will never be entered on the Web www.il-lumina.com and therefore no employee of Il.lumina Cosmo S.L. will have access to them
- Deposit / Bank Transfer: Il-lumina allows payment by bank transfer without any additional cost. The bank account details will be shown to you once the order has been placed. In the concept remember to mention the order reference, the proforma invoice number or your full name as indicated in the order.
- PayPal: It is totally free and very easy to use if you don't have your card at hand.
- Bizzun: the fastest way to pay through your Smartphone.
In certain cases and to prevent possible fraud Il-lumina Cosmo S.L. reserves the possibility of requesting a client for a specific form of payment in the event that the identity of the buyer is not credibly proven.
How can I change my address?
When you log into your account, click On the order options, by selecting "Addresses" you can change the address between those you already have saved or add one more if you want to send your order to a new destination.
When will I recive my order?
As soon as we receive the payment for an order, we will prepare it and if you live in the Iberian Peninsula, you will receive it in 24/48 working hours from when it is prepared and leaves our logistics center. However, we recommend that you consult our shipping conditions where you will find more details about the estimated shipping times according to the area in which you live.
Keep in mind what in promotional periods and due to the current situation of pandemic, transport agencies have a higher volume of deliveries and orders may suffer slight delays.
Can I edit my request?
If you want to add a product and you have not placed the order yet, you only have to add the product you want to the cart. In the event that the order has already been placed, the email: firstname.lastname@example.org or through our customer service phone: 965 25 91 05, from 8:30 a.m. to 2:30 p.m. from Monday to Friday. Friday and we will manage the product you want to add.
What should I do if the product received is not correct or has arrived defective?
In both cases, do not hesitate to contact us through the contact form that you can find in the Contact section (link) or send an email to email@example.com. It will be essential that you send us photographs of the product, internal and external packaging including carrier sticker so that we can see the error or defect and we can manage it more quickly.
If it is our error, the product will be collected from your home, we will analyze it and send you a replacement at no cost.
How I can return an order?
It is important:
- You have 15 calendar days from receipt of the order.
- You can send it to us directly with the original packaging through the ordinary Post Office, or we can collect it for you and we will deduct the cost of shipping from the price of the product.
Contact us or send us an email to firstname.lastname@example.org telling us the reason for the return.