FAQs

How can I contact Brilume?

You can email us at contact.brilume@gmail.com where our customer service team will be happy to help you with whatever you need!

 

Do you ship worldwide?

Yes.

 

Can I change or cancel my order?

As we aim to process orders as fast as possible, you must request any changes/cancellations within 5-10 hours of ordering. All requests after this time will be denied.

 

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX).

 

When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for production/handling time which will process within 1-3 business days from the order date and shipped the next day after processing day. 

*Please note that we don't ship on weekends*

 

What if I dont receive my order?

If you don't receive your order within 30 days after shipping, you are eligible for a full refund.

 

My tracking number isn't working. Has it shipped yet?

Orders are processed 1-3 days after purchasing. After being processed, they will be shipped to you. If your tracking number does not work after 5 days of your purchase, please contact us at contact.brilume@gmail.com and we will personally track down your order for you. 

 

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrive to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are note responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 

 

How do I return an item?

Please contact us at contact.brilume@gmail.com.

 

What if the item(s) I received are defective/incorrect/damaged?

Please contact your shipment carrier if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. Brilume is not liable for any packages damaged or lost during shipping. If you purchased an incorrect item, simply purchase the correct item. Once the incorrect item has been delivered, send it back to us. Once we receive the item, we will give you a full refund for the item that was incorrect. 

 

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing back within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: contact the bank/credit card company. It may take some time before the refund is posted to your account.