Shipping Policy

Last updated: 10 November 2026

Thank you for shopping with Ilumatouch!

We are committed to providing a reliable and transparent shopping experience. Please review the following information regarding order processing, shipping, delivery and tracking.

1. Order Processing

Once an order is placed, it is submitted for processing and fulfilment.

Processing includes order confirmation, preparation, packaging and dispatch arrangements.

Processing times may vary depending on product availability, supplier operations, weekends and public holidays.

Customers will receive an order confirmation at the email address provided during checkout.

2. Shipping and Delivery Times

Ilumatouch works with third-party suppliers and fulfilment partners, including international suppliers, to deliver customer orders.

Delivery times vary depending on the product, destination, shipping method and supplier.

Where delivery estimates are provided at checkout or in an order confirmation, these should be treated as estimates unless a specific delivery timeframe has been expressly guaranteed.

International shipping, customs processing, public holidays and unexpected transport disruptions may affect delivery times.

We aim to communicate significant known delays and assist customers with delivery enquiries.

3. International Fulfilment

Some Ilumatouch products are shipped directly from overseas suppliers, including suppliers located in China.

This allows us to offer a selection of products without maintaining all inventory at a single Australian warehouse.

Depending on the product, orders may be dispatched from different fulfilment locations.

Internationally fulfilled products may take longer to arrive than products shipped domestically.

4. Shipping Costs

Shipping costs and available delivery options are determined by the shipping rates applicable to your order and destination.

Any shipping charges payable by the customer will be displayed at checkout before payment is completed.

Where free shipping is offered, the applicable conditions will be displayed on our website or at checkout.

5. Order Tracking

Where shipment tracking is available, tracking information will be provided after dispatch or when it becomes available from the carrier.

Tracking updates may take some time to appear after a shipment has been lodged.

Customers may contact us if they require assistance locating their order.

6. Multiple Shipments

If your order contains multiple products, items may be dispatched separately.

This may occur when products are supplied by different fulfilment partners or shipped from different locations.

Separate parcels may arrive on different dates.

Where available, tracking information may be provided for each shipment.

7. Delivery Delays

Occasionally, delivery delays may occur due to circumstances such as:

• Customs processing

• Carrier disruptions

• Severe weather

• Public holidays

• Supplier processing delays

• Unexpected transport interruptions

If your order is significantly delayed, please contact us so we can investigate and provide assistance.

We will meet our obligations under applicable Australian Consumer Law, including providing an appropriate remedy if products cannot be supplied within an agreed or otherwise reasonable timeframe.

8. Incorrect Delivery Information

Customers should ensure that their delivery details are accurate before placing an order.

If you discover an error in your shipping address, please contact us as soon as possible.

We will attempt to update the details if the order has not yet been dispatched.

Once an order has been shipped, address changes may not be possible.

Any additional costs arising from a customer-requested address change will be explained where applicable.

This does not limit any rights available under Australian Consumer Law.

9. Lost, Missing or Damaged Deliveries

If your order has not arrived, is missing or arrives damaged, please contact us at:

ilumatouchhelpdesk@outlook.com

Include your order number and a description of the issue.

Photographs may be helpful where an item arrives damaged.

We will investigate the matter with the relevant shipping or fulfilment provider and provide an appropriate resolution in accordance with applicable law.

Customers are not required to resolve delivery issues directly with our overseas suppliers.

10. Customs, Duties and Taxes

International orders may be subject to customs processes, import duties or taxes depending on the destination and applicable laws.

Any additional charges not included in checkout will be handled in accordance with the information disclosed at purchase and applicable consumer law.

Where relevant, customers will be informed about international shipping charges and responsibilities.

11. Returns and Refunds

If you wish to return an item, please review our Return and Refund Policy.

Ilumatouch offers eligible customers a 30-day change-of-mind return period from the date of delivery.

This policy operates in addition to any rights available under Australian Consumer Law.

Please contact us before sending a return.

12. Contact Information

For questions about shipping, delivery times or order tracking, please contact:

Ilumatouch

Operated by ZENNA PTY LTD

Website: https://ilumatouch.com

Email: ilumatouchhelpdesk@outlook.com

Country of operation: Australia

Please include your order number when contacting us about an existing purchase.

Thank you for shopping with Ilumatouch!

We appreciate your support and look forward to assisting you.