What are ILUDA's shipping methods?

ILUDA ships via Australia Post to addresses in Australia, New Zealand, and the United States. All orders must be sent to a registered postal address within these countries.

Our standard shipping carrier is Australia Post. Please allow 1–5 business days for standard shipping within Australia, 3–7 business days for New Zealand, and 7–14 business days for the United States and Canada. Express shipping is available and typically takes 1–2 business days within Australia. Delivery times do not include handling and dispatch.

Please note that express shipping may not be available during peak periods or for items classified as dangerous goods. Delivery to remote areas or high order volumes may result in longer transit times.

What are ILUDA's shipping rates?

Australia:
Standard shipping $10 on all orders.
Express shipping $14.95.

Delivery usually takes 1–5 business days (tracked).
Please note: some rural areas may take up to 7 days.

New Zealand:
Standard shipping is $12 AUD. (5–10 business days)
Express shipping is $20 AUD. (3–6 business days)

United States & Canada:
Standard shipping is $15 AUD. (7–14 business days)
Express shipping is $30 AUD. (5–8 business days)

Asia (Japan, Singapore, Hong Kong, Taiwan):
Standard shipping is $15 AUD. (5–10 business days)
Express shipping is $20 AUD. (3–6 business days)

Europe (UK, Germany, France, Netherlands, Sweden, Denmark, Norway):
Standard shipping is $30 AUD. (8–15 business days)
Express shipping is $60 AUD. (5–9 business days)

Middle East (UAE, Saudi Arabia):
Standard shipping is $18 AUD. (8–15 business days)
Express shipping is $30 AUD. (5–9 business days)

Free standard shipping is available worldwide on all orders over $100 AUD.

 

How to check my Order Status & Track my order?

If you want to track the shipment of your order, you can do so by clicking on the tracking number included with your shipping confirmation email.

Once received you can access the tracking service here

For any questions about your order, please Contact Us (support@iluda.com.au) and we would be happy to assist you. 

 

How do I start a return?

1. Confirm that you meet our return conditions (see Change of Mind Returns).
Only unopened products are eligible for return. Used products cannot be returned.

2. Contact our Customer Service team at support@iluda.com.au with the subject “My Order [order number]”.
To expedite your request, please include the following details:

● Order number
● Address
● Date of product purchase
● Product(s) requested to be returned
● Return reason
● Product condition (unopened, used, damaged, faulty)

3. Within 48 hours, a customer service representative will get in contact with you.

• For change of mind returns: a customer service representative will submit your return and email you the return shipping label.
• For orders with other issues: a customer service representative will request that you provide a photo and any other relevant details. For more information, see the “Issue with Your Order” section.

4. Package your item securely.
To reduce waste, you can re-use the Iluda packaging. If you no longer have the packaging, you can use a similarly sized box.

5. Drop off your return at any Post Office.
You can print your return shipping label at the post office—simply present your returns label email on your phone. Please note that from the date of receiving the return shipping label, the parcel must be posted within 30 days to qualify for a full refund.

6. You can track the delivery of your return to our warehouse via the Australia Post Portal.
Simply enter the tracking number you received via email when you booked your return at the Post Office.

7. Once the parcel arrives at our warehouse, our returns team will inspect the condition of your return.
If accepted, the refund will be processed, and you will be contacted via email. Refunds take approximately 10 business days to be credited to your account.

If you need further information regarding the return of any Iluda products, please do not hesitate to contact us, and we would be happy to assist you.

 

How do I change or cancel an existing order?

We are happy to offer full refunds or exchanges on any product that is defective or damaged, or if the wrong item was received, purchased from www.iluda.com.au (to the extent permitted by law). Returns must be requested within 30 days after the date of delivery.

Once our customer service team has contacted you and provided a returns shipping label, the parcel must arrive back at our warehouse within 30 days to qualify for a full refund or exchange.

Any Gift With Purchase received with an order must also be returned for a full refund. We do not offer refunds or exchanges for products that are returned after 30 days from delivery.

We only accept returns for products purchased from www.iluda.com.au. ILUDA products purchased in all other locations must be returned to their original point of purchase.