Definitions

In these Terms and Conditions, references to “we”, “us”, “our”, and “Ilumo” refer to ILUMO ORIGINALS LTD., the owner and operator of this website and the supplier of the products offered for sale through it.

References to “you”, “your”, and “customer” refer to any individual accessing this website or purchasing products from us.

These Terms and Conditions govern the relationship between you and Ilumo in connection with your use of this website and the purchase of products through it.

Acceptance of These Terms

By accessing, browsing, or using this website, creating an account, or placing an order with us, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions, together with our Privacy Policy and any other policies referenced within them.

If you do not agree to these Terms and Conditions, you must not use this website or place an order through it.

Product Information, Pricing and Availability

We make every reasonable effort to ensure that product descriptions, specifications, images, pricing, and other information displayed on our website are accurate and up to date. However, errors, inaccuracies, omissions, or typographical mistakes may occasionally occur.

We reserve the right to correct any errors, inaccuracies, or omissions and to update or change information on the website at any time without prior notice.

All prices and product availability are subject to change without notice. The inclusion of a product on our website does not guarantee that the product will be available at the time an order is placed.

If a product is listed at an incorrect price, contains inaccurate information, or becomes unavailable due to an error in pricing, stock levels, or product information, we reserve the right to refuse, reject, or cancel any order placed for that product. Where payment has already been processed for a cancelled order, we will provide a refund of the amount paid using the original payment method.

Promotion codes

Promotional codes may not be combined unless expressly stated.

We reserve the right to withdraw, modify, or cancel promotional offers at any time.

Promotional codes have no cash value and may not be transferred or resold.

Order Acceptance and Cancellation

We are committed to processing and fulfilling your orders as quickly and accurately as possible. To help ensure that product availability, pricing, payment details, and shipping information are verified before fulfilment, all orders are subject to review and acceptance by us.

The placement of an order through our website constitutes an offer by you to purchase the products selected. Receipt of an order confirmation email or acknowledgement of an order does not constitute acceptance of your order and does not create a binding contract between you and us.

A contract for the sale of products is formed only when we expressly accept your order and, where applicable, dispatch the products to you or otherwise confirm that the order has been accepted.

We reserve the right, at our sole discretion and to the extent permitted by applicable law, to refuse, reject, limit, or cancel any order before acceptance. This may occur for reasons including, but not limited to, product unavailability, pricing or product information errors, payment issues, suspected fraudulent activity, violations of these Terms and Conditions, or circumstances beyond our reasonable control.

Where an order is cancelled after payment has been received, we will refund the amount paid using the original payment method unless otherwise agreed with you.

Payment Terms

We aim to provide a secure and convenient payment experience for our customers. All payments must be made using one of the payment methods made available on our website at the time of purchase.

By placing an order, you represent and warrant that you are authorised to use the selected payment method and that all payment information provided is accurate, complete, and current.

Payment is required before an order is processed, prepared for dispatch, or delivered unless we expressly agree otherwise. Depending on the payment method used, funds may be charged immediately at the time an order is placed or authorised and captured at a later stage of the order fulfilment process.

If a payment is declined, reversed, disputed, fails authorisation, or cannot be successfully processed for any reason, we reserve the right to refuse, suspend, cancel, or delay the order until valid payment has been received.

Where applicable to international transactions, you acknowledge that your bank or payment provider may apply foreign transaction fees, currency conversion charges, or other related fees. You are responsible for any such charges imposed by your financial institution.

We are not responsible for delays, fees, exchange rate fluctuations, bank charges, payment processor charges, or other costs imposed by financial institutions, card issuers, payment service providers, or third parties in connection with a payment transaction.

Where a payment has been successfully processed for an order that is subsequently cancelled by us in accordance with these Terms and Conditions, we will refund the amount paid using the original payment method unless otherwise required by law or agreed with you.

Shipping, Dispatch, Delivery and Customs

Dispatch of Orders

Customers are responsible for ensuring that all delivery information provided at checkout is accurate and complete.

We are not responsible for delays, failed deliveries, or additional costs arising from incorrect or incomplete delivery information.

Orders placed before 1:00 PM (UK time) on a working day will generally be dispatched on the same working day. Orders placed after 1:00 PM, on weekends, or on public holidays will typically be dispatched on the next working day.

Whilst we make every effort to dispatch orders within these timeframes, dispatch times are estimates only and are not guaranteed. Dispatch may be delayed due to circumstances beyond our reasonable control, including but not limited to periods of high demand, stock verification procedures, operational disruptions, carrier collection schedules, or force majeure events.

All delivery timeframes stated on our website are calculated from the date of dispatch and not from the date the order is placed.

Delivery Timeframes

We deliver to customers worldwide and aim to deliver orders within the estimated timeframes below. All delivery timeframes are estimates only and are not guaranteed.

United Kingdom

• Express Delivery: Estimated delivery within 1 working day from dispatch.
• Standard Delivery: Estimated delivery within 2–3 working days from dispatch.

All UK orders are fulfilled from our UK fulfilment centre and are not subject to additional customs duties or import taxes.

United States

• Estimated delivery within 3–5 working days from dispatch.

Orders delivered to the United States are supplied on a Delivered Duty Paid (DDP) basis. We will pay any applicable import duties, customs charges, and taxes required for delivery.

International Orders (excluding the United Kingdom and United States)

• Estimated delivery within 4–10 working days from dispatch.

International orders are supplied on a Delivered At Place (DAP) basis. Customers are solely responsible for any import duties, customs charges, taxes, brokerage fees, clearance fees, or other charges imposed by the destination country. Such charges are not included in the purchase price or shipping costs unless expressly stated otherwise.

Information regarding customs duties and taxes is provided on relevant product pages and during the checkout process. By placing an order, the customer acknowledges and accepts responsibility for any applicable customs charges.

Customs Delays

International shipments may be subject to customs inspections, clearance procedures, and other regulatory requirements imposed by the destination country.

If a parcel is believed to be lost in transit, we may require sufficient time to investigate with the relevant carrier before issuing a replacement or refund.

Where a shipment is delayed by customs authorities, delivery times may exceed our estimated delivery windows. Any such delays are outside of our control and we shall not be liable for delays resulting from customs processing, government action, regulatory inspections, transportation disruptions, carrier delays, adverse weather conditions, or any other event beyond our reasonable control.

Customers are responsible for providing any information requested by customs authorities and for promptly paying any duties, taxes, fees, or charges required for customs clearance.

Refusal to Pay Customs Charges

If a customer refuses to pay any applicable customs duties, taxes, fees, or charges, and the shipment is consequently refused, held, returned, abandoned, or destroyed by the carrier or customs authorities, the customer shall not be entitled to a refund of the order value, shipping costs, customs charges, or any other associated costs incurred by us.

Customers are responsible for understanding and accepting any customs obligations applicable to their order before completing their purchase.

Delivery Delays and Compensation

Whilst we will use reasonable efforts to assist customers in resolving delivery issues, delivery dates and delivery timeframes are estimates only and are not guaranteed.

Delays caused by carriers, customs authorities, transportation providers, weather events, or any circumstances beyond our reasonable control shall not entitle the customer to cancel their order, refuse delivery, or claim compensation, except where required by applicable law.

In circumstances where a shipment is significantly delayed and the customer chooses to retain the goods upon delivery, any reimbursement of shipping charges will be considered on a case-by-case basis and only where compensation has been successfully recovered from the relevant carrier. Any such reimbursement shall be limited to the shipping charges paid by the customer and shall not extend to the value of the goods purchased.

Returns and Refunds

Where a customer exercises a valid right to return goods in accordance with our Returns Policy and applicable consumer protection laws, the goods must first be returned to us before any refund can be processed.

Refunds will not be issued solely because a delivery has taken longer than the estimated delivery timeframe unless otherwise required by applicable law.

Return Window
You may request a return within 14 days of receiving your order. Once your return has been approved, the item must be sent back to us. Returns must be delivered to us within 30 days of your fulfilment date to ensure safe receipt and processing.

Condition of Returns
To be eligible for a return, items must be unused, in their original condition, and returned with all original packaging and seals intact where applicable. Seals must not be broken or removed. If the original delivery box is still in good condition, we recommend using it to return the item to help protect it during transit.

If an item is damaged or faulty, you must notify us as soon as reasonably possible and provide clear photographic evidence before returning the item. Faulty items will be eligible for a refund or replacement.

Refunds
Once we have received and inspected your return, we will notify you of the outcome. Approved refunds will be processed within 14 days of approval. However, the actual time for funds to appear in your account may vary depending on your bank or payment provider.

Non-Returnable Items

Gift cards are non-refundable except where required by law and cannot be exchanged for cash.
Sale or clearance items may only be excluded from return where permitted by applicable law. This does not affect your statutory rights.

We reserve the right to reduce a refund where returned items show signs of handling beyond what is necessary to establish their nature, characteristics, and functioning.

Reviews and User-Generated Content

By submitting or posting any reviews, feedback, comments, images, photos, videos, or other content (“User Content”) on our website or through any of our channels, you grant us a worldwide, non-exclusive, royalty-free, perpetual, irrevocable licence to use, reproduce, modify, adapt, publish, translate, distribute, and display such User Content for marketing, promotional, and other business purposes, in any media format.

You confirm that you own or have the necessary rights to submit such User Content and that it does not infringe the rights of any third party or violate any applicable laws.

We reserve the right, at our sole discretion, to review, edit, refuse to publish, or remove any User Content that we consider inappropriate, offensive, misleading, unlawful, or otherwise in breach of these Terms and Conditions.

Marketing Communications

Where permitted by applicable law, we may send existing customers information about our products, services, promotions and special offers using the contact details provided during a purchase or account registration process.

You may opt out of receiving marketing communications at any time by using the unsubscribe link in our emails, following the opt-out instructions included in our communications, or contacting us directly. We will continue to send transactional and service-related communications that are necessary to fulfil your orders, manage your account, or comply with our legal obligations.

Where applicable law requires your consent before we send marketing communications, we will obtain such consent before sending those communications.

Privacy and Data Protection

We are committed to protecting your privacy and handling your personal data in a transparent and secure manner. Any personal information you provide to us or that we collect through your use of this website will be processed in accordance with applicable data protection laws.

Details of how we collect, use, store, and protect your personal data, as well as your rights in relation to your personal information, are set out in our Privacy Policy.

By using this website or placing an order with us, you acknowledge that you have read and understood our Privacy Policy.

We encourage you to review our Privacy Policy regularly, as it may be updated from time to time.

Intellectual Property Rights

All content on this website, including but not limited to text, graphics, images, product photographs, logos, designs, branding, layout, software, and underlying code, is owned by or licensed to us and is protected by applicable intellectual property laws.

You are granted a limited, non-exclusive, non-transferable licence to access and use the website for personal, non-commercial purposes only, including browsing and making purchases.

You must not copy, reproduce, distribute, modify, publish, display, transmit, sell, licence, or otherwise exploit any part of this website or its content without our prior written consent.

Any unauthorised use of our intellectual property reserves our right to take legal action and/or terminate access to our website, to the extent permitted by applicable law.

All trademarks, logos, and service marks displayed on this website are the property of their respective owners. Nothing in these Terms and Conditions grants you any right or licence to use any trademark or branding without prior written permission.

Prohibited Activities

You must not use this website for any unlawful, fraudulent, or abusive purpose. In particular, you agree not to engage in any of the following activities:

Fraudulent or Misleading Activity
Including, but not limited to, placing fraudulent orders, using stolen payment information, attempting chargeback abuse, or providing false or misleading information.

Unauthorised Data Collection
Including scraping, harvesting, extracting, or systematically collecting data, product listings, pricing information, or other content from this website using automated tools, bots, or similar methods without our prior written consent.

Interference with Website Operation
Including attempting to disrupt, damage, disable, overload, or impair the functionality or security of the website, servers, or connected systems, or attempting unauthorised access to any part of the website or related systems.

Unlawful or Harmful Content
Including uploading, posting, transmitting, or distributing any content that is unlawful, defamatory, abusive, obscene, threatening, or otherwise violates applicable laws or the rights of any third party.

We reserve the right to suspend or terminate your access to the website, cancel orders, and take any other appropriate action where we reasonably believe you have engaged in any prohibited activity, to the extent permitted by applicable law.

Chargebacks 

Chargebacks and Payment Disputes

We aim to provide a fair and responsive customer service experience and encourage you to contact us directly if you have any concerns or issues with your order. Most issues can be resolved quickly without the need for a payment dispute.

We encourage customers to contact us first to attempt to resolve any payment or order-related issue before initiating a chargeback or payment dispute with your bank or card issuer, where it is reasonable and permitted by applicable law.

If you believe a transaction is incorrect or there is an issue with your order, please contact us so that we can investigate and, where appropriate, offer a refund, replacement, or other resolution in accordance with these Terms and Conditions.

We reserve the right to challenge any chargeback or payment dispute that we believe is invalid, fraudulent, or contrary to these Terms and Conditions, and we may provide relevant transaction records, communication history, proof of delivery, and other supporting evidence to the relevant financial institution or payment provider.

We may also suspend or restrict future orders or accounts where we identify repeated, excessive, or abusive chargeback activity, to the extent permitted by applicable law and payment network rules.

Nothing in this section affects any rights you may have under applicable consumer protection laws or the rules of your payment provider or card issuer.

Disclaimer of Warranties and Limitation of Liability

Disclaimer of Warranties
To the fullest extent permitted by applicable law, this website and all content, products, and services made available through it are provided on an “as is” and “as available” basis.

We do not make any representations or warranties of any kind, whether express or implied, regarding the operation of the website or the accuracy, reliability, or completeness of any information, content, or materials provided.

We do not guarantee that the website will be uninterrupted, timely, secure, or free from errors, viruses, or other harmful components. Access to the website may be temporarily suspended or restricted without notice for maintenance, updates, technical issues, or reasons beyond our reasonable control.

Limitation of Liability
To the fullest extent permitted by applicable law, we shall not be liable for any indirect, incidental, consequential, or special damages arising out of or in connection with your use of this website or purchase of our products. This includes, without limitation, loss of profits, revenue, business, goodwill, data, or anticipated savings.

We are not responsible for delays, disruptions, or failures caused by third-party service providers, including payment processors, logistics providers, or delivery carriers.

Nothing in these Terms and Conditions excludes or limits our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

Our total liability arising from any order shall not exceed the amount paid for the relevant products, except where such limitation is prohibited by law.

Force Majeure

We shall not be liable or responsible for any failure or delay in performing our obligations under these Terms and Conditions where such failure or delay is caused by events beyond our reasonable control.

Such events may include, but are not limited to, natural disasters (such as floods, earthquakes, or storms), epidemics or pandemics, war, civil unrest, government actions or restrictions, strikes or labour disputes, supply chain disruptions, failure of utilities or telecommunications networks, cyberattacks, internet outages, or failures of third-party service providers.

Where a Force Majeure event occurs, we will take reasonable steps to minimise the impact and resume normal operations as soon as reasonably practicable. However, we may suspend or limit the availability of our website, services, or order fulfilment during such events.

Nothing in this section affects any rights that cannot be excluded or limited under applicable law.

Dispute Resolution, Governing Law and Customer Support

Customer Support
We aim to respond to all customer enquiries within 2 working days. We encourage you to contact us first so that we can attempt to resolve any issue quickly and informally.

Good Faith Resolution
In the event of any dispute, complaint, or claim arising out of or in connection with these Terms and Conditions, the parties agree to first attempt to resolve the matter amicably and in good faith through direct communication.

Mediation and Arbitration
If a dispute cannot be resolved informally, the parties may agree to resolve the matter through mediation or binding arbitration, to the extent permitted by applicable law. Any such process shall be conducted in a fair and neutral manner and in accordance with applicable rules agreed by the parties or the appointed mediator/arbitrator.

Class Action Waiver
Where permitted by applicable law, you agree that any disputes shall be brought on an individual basis only and not as part of any class, collective, or representative action.

Governing Law and Jurisdiction
These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms and Conditions, unless otherwise required by mandatory consumer protection laws in your country of residence.

Nothing in this section affects any rights that cannot be excluded or limited under applicable law.

Changes to These Terms

We reserve the right to update, amend, or replace these Terms and Conditions at any time to reflect changes in our business practices, legal or regulatory requirements, or for other operational reasons.

Where changes are material, we will take reasonable steps to notify you, which may include posting a notice on our website, updating the “Last Updated” date on this page, or contacting you directly where appropriate.

Your continued use of our website or services after any changes to these Terms and Conditions have been published will constitute your acceptance of the updated Terms.

We encourage you to review these Terms and Conditions periodically to stay informed of any updates.

Severability 

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. Nothing in these Terms limits any rights that cannot be excluded under applicable law.

Contact information

Email: hello@madebyilumo.com

Website: www.madebyilumo.com

Registered Office Address: 15 Sharleston Court, 36-40 Abbey Road, Barking

Registered Business Name: ILUMO ORIGINALS LTD.

Trading Number: 14074470