FAQs

We’ve taken the guesswork out of selecting your Ilumaé products. Our accurate quiz makes it easy to build your bespoke skincare regimen, with questions that target your unique and specific complexion concerns. Tell us about your skin, and our quiz will reveal the products best suited to you.

When commencing a fresh skincare routine, your skin may experience an initial reaction to certain products. This could be in the form of a breakout also known as a brief 'purging' phase. This is typical and a favourable indication that the product is beginning to work. Although it's quite rare, there may be instances where the product isn't ideally suited to your skin, but this is minimised thanks to our dermatologically formulated products. If you have a concern, please email customercare@ilumae.com.au and we will be happy to advise you.

As soon as we ship your order, an email will be sent to you with your parcel tracking number and shipping provider link. 

If you place your order before 12pm (AEST) on a business day, it will be dispatched on the same day. Orders after 12pm (AEST) will be dispatched on the next business day.

We use Express Post shipping for all orders within Australia. We charge a flat rate fee of $10 for orders under $200. Orders over $200 qualify for FREE Express Post shipping within Australia.

International orders are shipped with a flat rate fee of AU$45. All international orders over $300 will receive free shipping. You can find a list of the destinations we currently ship to here. Custom fees, duties and taxes associated with international shipments are the responsibility of the customer.

We provide international shipping to Canada, China, Denmark, Finland, France, Germany, Hong Kong SAR, Iceland, Ireland, Italy, Japan, Macao SAR, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Qatar, Singapore, South Korea, Sweden, Switzerland, United Arab Emirates, United Kingdom and United States.

Please send us an email to customercare@ilumae.com.au and provide your order number, contact details, and the item you wish to return. Our customer care team will respond with instructions on how to complete your return.

We’re confident you’ll love your Ilumaé skincare products. For your peace of mind, we also provide a fair returns policy. If you change your mind about your purchase, you can return unopened goods to Ilumaé within 30 days of purchase for a full refund. To be eligible for a return, your item must be unused, unopened, and in the same condition as when you received it. Unfortunately, we cannot issue a change-of-mind refund for any goods that have been opened.

In the rare event that you receive a product that is in some way defective, please email  customercare@ilumae.com.au or contact our customer service team and we will assist you. Once your return is approved we will email you a paid return shipping label to send the product back to our team. Once we receive the product we will issue you a refund within 24 hours to your original payment method.