Frequently Asked Questions (FAQs)

Get answers to common questions about our products and services!


Q: How do I make a custom item?

A: Illuzien offers three options in terms of our custom products:

1. Upload your own file to our 3D Customizer and make changes yourself. 

2. Use our Upload & Go! products, which offer easier customization options. 

3. Get our Design Services and work with someone from our design team (for additional fees) and create your desired look. 

Q: Which logo files are acceptable to upload for my custom item?

A: Our cape/jacket customizers accept jpg, gif, png, ai, pdf, and svg files, while our scoop smock customizers accept jpg, gif, png, pdf, and svg files. 

Q: Will Illuzien remove the square background from my logo?

A: Unfortunately, Illuzien does not handle any logo modification of any kind. To make any changes to your logo, you'll have to get in touch with your graphic designer!

Q: How long will it take for my order to ship?

A: Orders typically ship within 4-10 business days (not including weekends or holidays) from the original purchase date. This is because most Illuzien products are made-to-order and must go through a production process prior to shipment. 

Q: What's the best way to care for my items?

A: All products can be machine washed on cold and hung to dry. 

Q: How do I make a return?

A: All returns and exchanges can be made by visiting


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