FAQ / QUICK ANSWERS
Quick question.
Clear answer.
Everything you need to know about the masks, ordering, shipping and returns.
About
the masks.
Are the masks protective?
No. They are decorative accessories and not personal protective equipment.
Which batteries are required?
The controller uses two AA batteries. They are included with every mask.
Which light modes are available?
Constant light, slow flashing and fast flashing.
Are the masks waterproof?
No. Always keep the mask, cable, controller and batteries dry.
Order easily
online.
How do I place an order?
Choose your mask(s), enter your details and place the order through the website.
How do I receive payment instructions?
You first receive an order confirmation without account details. Payment instructions follow separately by email later.
Do I need to pay immediately?
No. Do not transfer anything after the automatic order confirmation.
To BE + NL.
Clearly planned.
When is my order dispatched?
Processing and dispatch usually takes 1–3 business days.
Will I receive Track & Trace?
Yes, you receive tracking details as soon as the parcel has shipped.
My delivery address is wrong. What now?
Email support@illumimasks.com as soon as possible. We cannot change the address after dispatch.
Changed
your mind?
How long do I have to request a return?
Notify us within 14 calendar days of receipt and send the product within 14 days after that notice.
May I use the mask?
You may only inspect it visually, briefly try the fit and briefly test it. Use at a party, photo shoot or event may cause diminished value.
Who pays the return costs?
For an ordinary return, the customer pays the postage and packaging costs.
More masks.
Automatic savings.
How does the bundle discount work?
With 2 masks you automatically receive €5 off; with 3 masks, €10. Every additional mask then increases the discount by €5. Every mask qualifies.
How is the discount applied?
The bundle discount appears automatically in your cart and is deducted from the product subtotal. Your selected shipping charge remains applicable.