FAQs

How long does shipping take?

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

● USA: 3–4 business days

● Europe: 6–8 business days

● Australia: 2–14 business days

● Japan: 4–8 business days

● International: 10–20 business days

[Covid-19] Our fulfillment times [for all products/t-shirts/phone cases/etc.] may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.

 

Can I exchange an item for a different size/color?

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at [insert your support email here] within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

 

Where will my order ship from?

We work with an on-demand order fulfillment company with facilities worldwide!

 

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

 

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address

● Ask your local post office if they have your package

● Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at info@illvisionsapparel.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

 

Can I cancel my order?

You may cancel an order for a full refund as long as your order has not shipped. To cancel your order, please email support@illvisionsapparel.com 

 

What forms of payment do you take?

We accept Visa, Mastercard, American Express, Shop Pay, Klarna, Apple Pay & Google Pay.

 

My credit or debit card is not working

If your credit or debit card is not working, please verify that the following is correct:

  • Credit or debit card number
  • Expiration date
  • CVV/card security code
  • Cardholder name
  • Billing address
  • Sufficient funds or credit available

 

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at support@illvisionsapparel.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

 

What’s your return policy?

We usually don’t offer returns and exchanges unless there’s something wrong with your order, please let us know by contacting us at support@illvisionsapparel.com to discuss how we can resolve your issue.