FAQ

Q: Where is ilus from?

We’re based in Singapore, but we’re happy to deliver to wherever you are! Details are below. 

Q: How Do I Shop At ilus?

You can shop at ilus by checking our products on our online store. We accept credit payments (via PayPal) and Internet Banking payments (for Singapore accounts only)

We deliver anywhere in the world, but some shipping options may not be automatically available through our online store. If you can’t seem to process your order, send an email to shop[at]ilus.asia and we’ll set it up for you.

Q: What is your exchange and refund policy?

We have a 7 day exchange policy for all Singapore orders, and 14 days exchange policy for all overseas orders

 #1: Please email us at shop@ilus.asia with the details (Product SKU, Option, Quantity) of the items you wish to exchange, and the replacement item. 

 #2: All products to be exchanged must be intact, and in its unused, original condition.

#3: ilus will not be held liable for any delivery charges incurred for the exchange.

#4: ilus will not be held liable for the safe delivery of the exhange item, so please be sure to send it through a reliable delivery service.

#5: If the exchange item you want is out of stock, we will arrange for a full refund to your original mode of payment. 

Q: How do I purchase a pre-order item?

Pre-orders are available for selected items, depending on availability through our suppliers. All pre-orders take 7-14 days to get to you, unless otherwise stated 

#1: Purchase the item through our online store

 #2: You will receive an order confirmation email, with an estimated delivery date.

#3: We will send you an email when your order is on its way to you.

Q: I don’t live in Singapore – can I still shop at ilus?

Please do!

#1: All payments for overseas orders will be processed through PayPal. 

#2: All overseas orders will be delivered via Singpost Registered mail. We can’t afford to offer complimentary delivery for overseas orders, so please email us for a quote.

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