FAQs

Frequently Asked Questions

My Account

Do I need to create an Yllume account?

No, you do not need to create an account to purchase on our website.

How do I create an Yllume account?

You can create an account by clicking ‘Sign Up’ on the top left-hand corner of the website. You will be asked to submit your first and last name, an active email address where we can send you updates and provide a password for your account’s security.

Why do I need to create an Yllume account?

You don’t really need one but we suggest you create one so you get benefits like:

  • Save your details for quick transactions
  • View your purchase history
  • Track orders quickly

If you choose to subscribe to our newsletter, we’ll keep you up to date with all the latest Yllume news, exclusive offers and product launches direct to your inbox. We will only send you email newsletters if you ask us to. We will never pass your details onto anyone else and you can unsubscribe whenever you like.

Why can’t I sign in from my account?

If you are having trouble signing in, please ensure you are using the correct email address and password you used to register with us. Our passwords are case sensitive, so please check that you didn’t accidentally leave the Caps Lock button on.

If you forgot your password, you can reset it, by clicking on the Forgot your password link on the login page. An e-mail containing a link to create a new password will be sent to the registered email address of the account. Please check your junk mail or spam folder in case it makes its way there.

If you haven’t shopped with us for a while, you may need to create a new account. You can use the same email address and password as before.

Placing Orders

How can I place an order online?

While browsing through the website, just click on the products you want to purchase, (make sure to enter the correct number of items for each product) – it will automatically be added to your cart.

Payments

How can I pay on your website?

When you check out, you will be offered the choice to pay with your debit/credit card or to checkout using PayPal. If you use PayPal, you will need to tick the box to accept our Terms and Conditions and then you will be taken to the PayPal site to complete your order.

You can pay using any of the following:

  • Visa and MasterCard credit cards
  • Visa Debit, Visa Electron, Maestro and MasterCard debit cards
  • PayPal

Is it safe to use my credit card for online orders?

We don’t hold any credit card details, the payment section of the shopping process is done completely by the bank. We don’t hold onto your personal details unless you ask us to.

How do I enquire about an online order I have made?

Email us, using the contact us form. In your enquiry form please mention your order number, and one of our customer service team will be in touch with you as soon as possible.

When is payment taken from my card?

We ask your bank for authorization of your debit/credit card when you place an order with us. However, your card will only be charged when we dispatch your goods to you; you will receive an email from us to confirm which items are being sent and the exact amount charged to your card. So if for any reason we are unable to send any items you will only be charged for the items we do send, and you will be informed of this.

Checking Out

What do I do when I have all the orders I want?

You will have a “Check Out” button to click once you are all set with the items. Then you can just proceed with the payment and shipping details.

Changes With The Order

Can I add items, change or cancel my order once I have confirmed it?

Unfortunately, once your order is complete, you can no longer add items, or change your order. If you want to add items, you should place another order within 24 hours then contact us as soon as possible with both order numbers, and we’ll be happy to refund you the additional delivery charge. You should be able to cancel your order within 24 hours upon placement, but sometimes our warehouse is really quick at getting the orders out the door and they could have already dispatched it to you, if this is the case, we would be unable to cancel it.

However, you can return the parcel to us as long as it has not been opened. Non-EU and Non-US orders are final and cannot be canceled, returned or refunded. This does not affect your statutory rights.

Technical

Why has my card payment failed/been declined?

We are unable to specify why card payments fail as the payment process involves both our system and your bank. In the first instance, you should double check you’ve entered all the details correctly, that you are using a card which has not expired, and the billing address that has been entered at checkout is exactly as it appears on your bank statement.

If your billing address is incorrect, it will cause your payment to fail – this is a security measure banks put in place to protect your security. If all else fails, then please try an alternative card for payment – we accept all major credit and debit cards, as well as PayPal.

I am having problems accessing or buying from your website?

We apologize for any problems you may have with our website. Please Contact Us and our customer services team will be able to help you.

I am having problems with my shopping cart?

We can’t always work out why some people have some problems with websites and others don’t, it has a lot to do with how up to date your operating system and browser is, or what browser you’re using. Sometimes it helps just to close the browser and reload it.

You might also want to try clearing your browsing history including your cookies as this often solves a lot of issues. Don’t worry if you’re not technically minded and are unsure about the above; Contact Us and give us as much information as you can and our Customer Services Team will try their best to help you.

Delivery & Returns

Do you deliver worldwide?

Yes, we deliver worldwide.

I haven’t received my order?

At Yllume, we always try to ensure that our products are delivered safely and on time. However, sometimes factors beyond us may interfere with your orders and may cause for delay. If you are not at home when delivery is attempted, a card will be left with the courier’s contact details for you to rearrange delivery.

How long will it take for my order to arrive?

Upon placing your order on the Yllume website, when selecting your method of delivery, the timings will be outlined to you at the checkout. If you have not received your order in the time allocated to the method of delivery, please contact Customer Services Team at enquiries@yllume.co.uk.

My order was damaged when I received it

We always try to ensure that your goods are delivered in the best condition, however, if you have received a damaged product, please contact us immediately so that we can arrange for a replacement.

Please contact Customer Services Team at enquiries@yllume.co.uk

Damaged items will need to be returned to us before we can issue a refund or a replacement.

I want to cancel my order

You should be able to cancel your order with us, provided you give us written notice any time after your order has been placed, up until 7 working days from the day after you received your order. If you wish to change or cancel your order, please email us at enquiries@yllume.co.uk.

I want to cancel my order but it has been dispatched

Unfortunately, once your order has dispatched, you cannot cancel your order. However, you can easily return your order to us as long as it has not been opened.

I want to return my goods

Please contact us to inform us that would like to return the goods within 7 days of receiving the items. Email to enquiries@yllume.co.uk and one of our customer service team members will help you with your return.

Yllume is happy to arrange the collection of any return, and the cost of this will be deducted from any refund due. Please email enquiries@yllume.co.uk to arrange a collection of your return.

How long does it take for my refund process?

Yllume will process any refund within 4 working days of receipt of the item. You will be notified by email when this has been processed and then depending on the terms set by your bank this will show in your account within 14 working days.

Careers at Yllume

I want to work at Yllume

We are always interested in bright, energetic individuals to work with us. If you are interested in applying for a position with Yllume, contact us via our enquiries form or on enquiries@yllume.co.uk, telling us about why you want to work with us.

I want to become an authorised seller with Yllume

If you’re interested in becoming one of Yllumes’s retail partners please email us at ryan@yllume.co.uk with more information about your business and we’ll get back to you.

“Yllume ultimate illuminating complex: A miracle in a bottle” — KISS AND MAKEUP BLOG
“Yllume Ultimate Illuminating Complex Cleanser acts like a shot of espresso to cell turnover.” — VOGUE
“Those Colorless Carotenoids, whatever they are, they’re just so awesome! I am just so glad I have found Yllume” — MARTHA STA. BARBARA of The Beauty Junkie
“Clear winner!” — TATLER
“All I can say is that whatever is in this really speeds up the healing process of blemishes. Wonderous!” — MARIELLA TANDY BEAUTY TONIC BLOG
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