Get answers to common questions about our products and services!
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Q: How long will it take for my order to ship?
A: Almost all of the items we offer on our site are made-to-order, meaning we don’t keep inventory on our shelves. The only way we’re able to offer 150+ designs is by making exactly what’s ordered by our customers each day, so our turnaround time is about 2 weeks (up to 3 weeks for customized products).
Q: How do I make a custom item?
A: We offer two options for our custom products:
Upload & Go! Products - Simply upload and choose your colors. -- This option will automatically upload your logo at about 16 inches in size.
3D Designer Products - If you’re looking for more customization options, you can use this to do things like change your logo size, get more color options, add text, etc.
Let us know if you have any questions before you place your order, as all custom items are final sale.
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.
If you’re unsure about these requirements, it may be best to double check with a graphic designer before you make a purchase.
Q: Will Illuzien remove the square background from my logo?
A: Unfortunately, Illuzien does not provide design services. 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 illuzien.loopreturns.com.
Q: How do I cancel my order?
A: To make any changes to your order (non-custom items only) please email us at support@illuzien.com.
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Don't see answers to your questions? Email us at support@illuzien.com!