- What payment methods could I use?
We accept Paypal, VISA and MasterCard.
- Can I cancel or change my order?
Our order processing is pretty quick, but we'll do our best to help you make changes to the order if possible. Send us a note if an order change is required so we can help you out.
- I have a question about my order, what should I do?
Get in touch! Drop us an E-Mail at firstname.lastname@example.org.
- When will my order ship out?
We try to keep things quick, so all orders generally ship out between 2-3 days and will be delivered within 3-5 business days, depending on your shipping address. If you'd like to check up on your order status, send us a note at email@example.com and we'll be happy to update you. You'll be sent a tracking number as soon as your order ships.
- What countries do you ship to?
We're currently only shipping within US, but we'll be going global soon! Let us know if you'd like us to start shipping to your country, and we'll work on making it happen.
- How much does shipping cost?
We've got reliable shipping partners onboard to get your order to you as soon as possible and offer free shipping within US.
- Can I change my shipping address?
As long as you let us know before your order is shipped out, of course!
- Where does the product ship out from?
It's shipped out straight from our warehouse in Sri Lanka once it has passed quality checking. By purchasing product/s from illumio, you or your receiver agree to become the IOR (‘Importer of Record’).
- What is your return policy?
We only accept returns in the cases of manufacturing defects on both unworn and worn items within 30 days of purchase. Please return all items with their tags still intact.
- Can I return my product and receive a refund?
If our product fails to work or is damaged - and we do our best to ensure this doesn't happen - please return it within 30 days of receiving your order so we can offer you an exchange or work with you towards a solution.
- I ordered a wrong size, what should I do?
Sorry but we don’t offer exchanges for wrong size selected. To do our bit towards reducing landfill waste, we only manufacture in small batches and don’t have excess inventory. You can do your bit too! Just make sure you check our size chart to get the correct sizing for your order.
- What should I do if my jacket is damaged on arrival or not working?
We hope this never happens, but in case it does, please drop us a note on our website or email us on firstname.lastname@example.org so we can work towards a replacement or refund.
- How do I know what size would fit me best?
We've got a sizing chart on our website for guidance but if anything is unclear to you, please reach out to us for help as we get that buying online can be tough.
- How do I receive newsletter and updates on products?
Please subscribe through the link in the footer of the website - we're always excited to share updates and news on our progress and new technologies with you.
- How does the jacket work?
You can read our user guide here. We also send this along with every order. If you have any other questions, drop us an email on email@example.com
- Where are your production facilities located?
Our products are produced and shipped out from Sri Lanka. For more information about our factories please click on the link.
- What is Illumio doing to help the planet?
We plan out our assortment so that we never have excess products or waste. Activewear has a track record of high wastage in production, which is why we ensure our processes minimize this (especially when it comes to water waste and environmental impact).
- How do you ensure your products are ethically produced?
From start to finish we want Illumio to have a positive impact on the people and resources that bring our product to life. The factories we support are trailblazers in sustainability and social compliance. Please click the link for more details.