Frequently Asked Questions (FAQs)

Get answers to common questions about our products and services!


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

A: Orders typically ship within 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: How do I make a custom item?

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

You can either upload a logo and choose your colors here (easiest option), or, if you're looking for more freedom with customization, you can use our 3D customizer to do things like change your logo size, have access to more color options, add text, etc. 


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. 

To make sure you get the highest quality product, we always recommend uploading transparent logo files that are at least 3000x3000 pixels @ 150 dpi. The transparency ensures that the logo is not uploaded with a background, while the sizing ensures that the logo maintains high resolution even if you change its size during customization. If you’re unsure about these requirements, it may be best to double check with a graphic designer before making a purchase. 

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

A: All products can be machine washed on cold and hung to dry. We recommend taking extra care when washing your capes, such as using a mesh wash bag to maintain their quality.

Q: How do I make a return?

A: All returns and exchanges can be made by visiting

Q: How do I cancel my order?

A: To make any changes to your order (non-custom items only) please email us at


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