Widerrufsrecht
RETURNS & REFUNDS POLICY
Last updated: August 21, 2026
14-day right of withdrawal
You may request a return within 14 days of receiving your order, without having to provide a reason.
To request a return, contact us at contact@illuko.com before sending the product. Please include your order number. We will provide you with the return instructions and the correct return address.
Do not send the product to the address shown on the shipping label. This address belongs to one of our printing facilities, and unauthorised returns sent there may be lost or destroyed.
The product must be returned unused, undamaged and in its original condition. Unless the product is damaged, defective or incorrect, return shipping costs are the customer’s responsibility.
Once the return has been received and inspected, we will refund the eligible amount to the original payment method. The original standard delivery cost will also be refunded where required by applicable law. Additional costs resulting from a more expensive delivery option are not refundable.
Personalised products
The right of withdrawal does not apply to products created according to the customer’s individual specifications or clearly personalised, such as artwork containing a customer’s name, photograph, personal text or other custom elements.
Choosing an existing design, size, paper type or frame option from our standard catalogue is not considered personalisation under this policy.
Damaged, defective or incorrect products
If your order arrives damaged, defective or incorrect, please contact us as soon as possible, preferably within 14 days of delivery, at contact@illuko.com.
Please provide:
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your order number;
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a photograph of the complete product;
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a close-up photograph of the damage or defect;
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a photograph of the packaging;
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a photograph of the shipping label.
After verification, we will arrange a replacement or refund at no additional cost. Please do not return or dispose of the product until we have provided instructions.
Order cancellations and changes
Orders are automatically sent for production. Contact us immediately if you need to cancel or change an order. We will try to help, but cancellation or modification cannot be guaranteed once production has started.
Incorrect or incomplete delivery address
Customers are responsible for checking that their delivery address is complete and correct before confirming the order. Additional production or shipping costs caused by an incorrect address may be charged to the customer.
Legal guarantees
Nothing in this policy limits your rights under applicable consumer law, including the legal guarantee of conformity and protection against hidden defects.
Contact
illuko
94 Avenue Denfert Rochereau
75014 Paris, France
Email: contact@illuko.com