Illuvium Store Support

If you receive a damaged or incorrect item, please contact our customer support team within 48 hours of delivery at support@illuvium.io with your order number, a description of the issue, and a photo of the item(s). We will work to resolve the issue promptly.

We do not offer direct exchanges for different products or sizes. If you wish to exchange an item, we kindly ask you to follow the return process. Once the return is approved and processed, you can place a new order for the desired item.

Once we receive and inspect the returned item(s), we will proceed with the refund process. If your return is approved, a refund will be issued to your original payment method within 7-10 business days.

Please note that the actual time it takes for the refund to be reflected in your account may vary depending on your financial institution's processing time and payment method.

Customers are responsible for the return shipping costs unless the return is due to a product defect or a shipping error on our part. In such cases, we will cover the return shipping expenses.

When returning an item, a trackable shipping method is required. Please note that we cannot be held responsible for any lost or damaged return shipments.

We accept returns within 30 days of the delivery date. To be eligible for a return, your item must be unused, in the same condition you received it, and in its original packaging.

Please note that certain items are non-returnable, including gift cards and personalized or custom-made products such as D1SKplates.

To initiate a return, please contact our customer support team at support@illuvium.io with your order number, the item(s) you wish to return, and the reason for the return. We will provide you with a Return Authorization (RA) number and detailed return instructions.

Limited edition in-game skins are unique digital items that require a different processing method compared to physical merchandise. These digital items will be airdropped directly to your account once the Illuvium: Overworld Open Beta starts.

International orders may be subject to customs duties and taxes levied by the destination country. Customers are responsible for paying these charges, which are not included in the product price or shipping cost. For more information, please contact your local customs office.

Once your order has been shipped, you will receive an email notification that includes the tracking number and a link to track your package.

The tracking number allows you to monitor the progress of your package in real-time and stay updated on its estimated delivery date.

Delivery times vary depending on the destination. After placing an order, most orders are shipped within 48 hours. The actual delivery timeframe ranges from 2 to 4 days, depending on your location.

Please note, that most of the shipments originates from Poland, so the further away you are, the longer the potential delay.

It's important to understand that Illuvium is not responsible for any delays caused by carrier issues, customs processes, or other factors beyond our control. While we strive to ensure timely delivery, these circumstances may occasionally impact the delivery timeframe.

Shipping costs are determined during the checkout process and are based on two factors: the total weight of your order and the destination location. Our system automatically calculates the shipping costs based on these variables.

The majority of our merchandise items are shipped from Poland. Please note that our Print on Demand Illuvitar plates are shipped from the Netherlands.

We ship merchandise to over 200 international countries. If you are uncertain whether we deliver to your location, please don't hesitate to reach out to our dedicated customer support team at support@illuvium.io.

We do not offer the option to send orders as gifts. All orders will be processed and shipped to the address provided during the checkout process. If you intended to purchase an item for someone else, we recommend placing the order using the recipient's shipping address directly.

Here's a simplified breakdown of the process:

1. Place your pre-order: Reserve the item before its official release.
2. Receive order confirmation: You'll get an email confirming your pre-order with important details.
3. Release date: The item becomes available on the designated release date.
4. Fulfillment: We'll ship them to the address you provided.

If you have any specific concerns or questions about a pre-ordered item, reach out to our customer support team at support@illuvium.io.

When an item is out of stock, you won't be able to place an order for it. We strive to provide accurate inventory information on our website, and if an item is marked as out of stock, it means we currently don't have it available for purchase.

We accept a variety of payment methods:

1. Credit/Debit Card: We accept both credit and debit cards, with secure processing provided by our partner, Stripe.

2. PayPal: You can choose to pay using your PayPal balance, bank account, PayPal Credit, or debit and credit cards.

3. BitPay: For those who prefer to use cryptocurrency, we accept payments via BitPay, which supports Ethereum, Bitcoin, and other popular cryptocurrencies.

Each of these methods ensures a secure and seamless shopping experience on our store. For more information go to: https://store.illuvium.io/payment-options

If you made a mistake with your shipping address, please contact our customer support team as soon as possible at support@illuvium.io. Provide us with your order details and the correct shipping address. We will assist you in resolving the issue and finding the best possible solution.

You can apply your promotional code during checkout. Once you're ready to finalize your order, proceed to the order confirmation page. There, you'll see an option to "Add discount code", click "Add Code" and enter your promotional code in this designated field. Your promo code will be applied, and any applicable discount or offer will be applied to your order total. 

If you haven't received a confirmation email within 24 hours of placing your order, please get in touch with our customer support team for assistance. You can reach us at support@illuvium.io.

Once an order has been shipped, it cannot be modified or canceled.

We recommend contacting our customer support team immediately if you wish to cancel your order. While we cannot guarantee that changes can be made, we will do our best to assist you.

Orders are typically processed and shipped within 1-3 business days, excluding weekends and holidays. Please note that processing times may vary during peak shopping periods and promotions.