Shipping & Delivery

Delivery costs

Delivery Rules ilumia

Courier companies and shipment monitoring

We work only with large, reputable carriers, such as DPD, DHL and UPS, who enable the tracking of the shipment sent to you as a customer.
DPD_Logo DHL_Logo UPS_Logo
On the day the order leaves our warehouse, you, as a customer, receive an automatic e-mail notification with a tracking number. This way, you always know the exact location of your order and have time to prepare for the arrival of your shipment.

Forwarding - large-size shipments

Shipping of large-size items is carried out by forwarders. Unless otherwise agreed, the delivery will be made up to the "0" level of the property, ie as standard in the case of forwarding services. The Freight Forwarder usually contacts the Customer by phone or e-mail in order to arrange a specific delivery date. The disposal of the packaging and the pallet is the responsibility of the customer.

When ordering items delivered in Poland, you can use our * extended delivery option. In this case, we will deliver and bring your order to your home, for example. If the items are unpacked immediately after delivery, we will be happy to take the packaging from you. Please note that only you can unpack the goods due to liability. Our service does not include furniture assembly or lighting.

Shipment completion dates

You can find the shipping time of the item on the card of each product. If you order several items with different delivery times, we will combine them into one shipment that will leave our warehouse after your order is fully completed. Please contact us if your shipping preferences are different.

We mainly distinguish between two information about the shipping time:
"In stock - shipping 24h"- The goods are in stock and ready for shipment within 24 working hours. As a standard, small parcels delivered in EU Countries should reach you within 1-3 business days, other oversized shipments via forwarding within 3-7 business days. For other items, the estimated shipping time is given in the card of each of the offered products.

Note: Depending on the payment method you choose, shipping times for purchased items may vary. When choosing payment by the quick payment system (DotPay, Stripe), credit card or PayPal, the shipment usually takes place on the next business day after placing the order. If you choose to pay by bank transfer, the shipment is sent only after the payment is credited to our account.

"Delivery time in working days and weeks"

The item is not in our local warehouse and will be ordered from the manufacturer as soon as we receive your order. In the item card you will find information with the number of working days or weeks that we usually need to send the ordered item to the address you specify. Please understand that the shipping time depends on the manufacturer's production times and therefore may change even after you have placed your order. If the date of your order fulfillment is longer than estimated by us in the item card, you will be notified by e-mail or by phone by our Customer Service Office. If you are registered and logged in, you can check the status and delivery time of your order at any time in your customer account.

Transport damages and complaints

Before your order is carefully packed by people in our warehouse, we check its condition. However, in individual cases, transport damage may occur. For this reason, please check carefully that each item is complete and that something has not been damaged in transit, especially if there is visible damage on the packaging.

What should I do if there is damage during shipping?
If, despite our diligence, transport damage has occurred, it is necessary to report the damage to the carrier upon receipt of the shipment. It is also necessary to draw up a damage report, which will allow us to start the transport complaint process. Please also inform our Customer Service Office about the above-mentioned the event. We have the option of claiming compensation from our carriers, so we kindly ask for your cooperation and send us a copy of the damage report immediately.

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