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Shipping & Delivery
1. Where do you deliver decorative lights?We deliver exclusively within Hong Kong. We currently do not ship internationally or accept orders outside this specific region.
2. How much does shipping cost?Delivery is free on every order across Hong Kong, regardless of size or order volume. No hidden fees apply at checkout.
3. How long does delivery take?Orders arrive within 2 to 3 business days total: 1 day for packaging, then 1 to 2 days in transit.
4. Do delays ever happen?Rarely. Severe weather or traffic disruptions may occasionally extend transit slightly, though we work to meet our standard timeline.
5. Can I track my package?Our logistics partners handle transit directly. For updates on your specific order, reach out to light@Illumiorata.com during support hours.
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Payment & Billing
1. What payment methods do you accept?We operate solely through Cash on Delivery. Our courier collects the full invoice amount in cash at handover.
2. Are there any hidden charges?None. The price shown at checkout is the exact amount you pay, with no added administration or processing costs.
3. Can I pay online in advance?No, we don't support card payments or digital transfers. Payment happens only when your order arrives.
4. What if I don't have exact change?Please prepare the exact cash amount beforehand, since our delivery agents may not always carry change on hand.
5. Is Cash on Delivery available for all products?Yes, every order across our entire lighting range follows the same Cash on Delivery process, with no exceptions.
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Returns & Refunds
1. What is your return window?Returns remain open for 30 days from your delivery date, covering items that arrive damaged or mismatched.
2. Can I return an item if I change my mind?Unfortunately, no. Returns only apply to damaged or incorrect items, not personal preference changes after purchase.
3. How do I start a return?Email light@Illumiorata.com describing the issue within 30 days. Our team will then arrange a free doorstep pickup.
4. How long does the refund process take?After a 24-hour review at our facility, passed refunds transfer to your bank account within 5 to 6 business days.
5. Will I be charged any return fees?No. Pickup, review, and refund processing are entirely free, with no restocking or hidden administration charges involved.
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Orders & Cancellations
1. Can I cancel my order after placing it?Yes, any time before your order leaves our warehouse. Simply email light@Illumiorata.com to request cancellation before dispatch.
2. What happens after my order is dispatched?Once dispatched, cancellation isn't possible. You'll need to accept delivery and complete payment through Cash on Delivery.
3. Can I modify my order after checkout?For changes, contact light@Illumiorata.com promptly before dispatch. Our team will assist wherever possible within the packaging window.
4. What if my address is outside Hong Kong?Orders placed from outside our delivery region are automatically canceled, since we only fulfill local Hong Kong addresses.
5. How will I know my cancellation went through?Our support team responds by email once your cancellation request is received and processed before dispatch occurs.
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Products & Support
1. Are assembly instructions included with each fixture?Yes, all necessary hardware and instructions ship with your fixture. Installation is required and typically straightforward for many spaces.
2. What if my fixture arrives with a defect?Contact light@Illumiorata.com within 30 days describing the issue. We'll arrange a free pickup and resolve it promptly.
3. Do your lights work with dimmer switches?Many fixtures support dimming with a compatible switch. Check each product's specification table for exact dimmer compatibility details.
4. What are your support hours?Our team is available 9AM to 5PM Hong Kong Time, Monday through Friday, excluding weekends and public holidays.
5. How can I reach customer support?Email light@Illumiorata.com or call +852-932-555-08. Our office is located at 478 Nathan Rd, Yau Ma Tei, Hong Kong.