FAQs

We process orders within 1 business day. Orders placed on weekends or holidays will be processed on the next business day. Please note that processing times may vary during peak seasons. You will receive a confirmation email with tracking information once your order has shipped.

Delivery typically takes 3–7 business days from the moment the carrier receives your package.

Please note that delivery times may vary depending on the carrier, your location, and periods of high demand.

Yes, you can update your shipping address before your order ships.
To request a change, please contact our customer support team at [email protected] as soon as possible.

When can I request an address change?

• If your order is placed before 11 AM EST (business days), you must request the change before 11 AM EST the same day.
• If your order is placed after 11 AM EST (business days), you must request the change before 11 AM EST the next business day.
• Orders placed after 11 AM EST on Fridays, weekends, or holidays may be processed before any changes can be made.

Important: Once your order has been shipped, the shipping address cannot be changed.

If an order is shipped to an incorrect address or the carrier is unable to complete the delivery (e.g., address not found or recipient unavailable), the carrier will attempt delivery up to three times. If unsuccessful, the shipment will be marked as “Return to Sender.”

Re-shipments: If you request a re-shipment, we can process it once the order is officially marked as “Return to Sender."

Please note that an additional shipping fee will apply, as Illu Skin is not responsible for delivery issues caused by incorrect address details or recipient availability.

Refunds: If you prefer a refund instead of a re-shipment, it will be processed only after the returned package is received and the status is updated to “Delivered.”

Please note that original shipping costs will be deducted from the refund, as these issues are not the responsibility of Illu Skin.

Additional Information

• Re-shipments and refunds may take additional time depending on the carrier.
• We are not responsible for delays related to the return process.
• We are not liable for lost or misdelivered packages due to incorrect address information.
• Refunds will not be issued for orders confirmed as delivered by the carrier after delivery attempts.

If your tracking information shows that your order was delivered but you have not received it, we recommend the following:

• Check with other members of your household
• Ask your neighbors
• Look around your property (e.g., porch, mailbox, reception area)
• Contact the shipping carrier directly to confirm the delivery details

Please note:

Delivered orders: If the carrier confirms that the package was delivered, Illu Skin is not responsible for the package, and refunds will not be issued in these cases.

Stolen packages: If the package was stolen after being delivered, it is considered the customer’s responsibility. We do not issue refunds for stolen packages.

Lost packages (not delivered): If the order has not been delivered and is marked as lost by the carrier, the case may be reviewed to determine an appropriate solution.

However, each situation may be evaluated on a case-by-case basis. If you believe your case requires further review, please contact our customer support team at: [email protected].

Reporting timeframe:

You have 7 days from the delivery date to report any issue.

Requests made after this period will not be eligible for investigation or compensation.

Yes, we currently offer free shipping on orders with a value of $119.99 or more. This applies to both one-time purchases and Subscribe & Save orders.

For orders below $119.99, a shipping fee of $9.99 will apply.

We ship through FedEx, DHL, and USPS.

No, Illu Skin is an online-only store. Make purchases through our website Illu Skin, to avoid counterfeit products.

We accept the following credit and debit cards:
Visa, Mastercard, American Express, Discover, UnionPay, JCB, Elo, and Diners Club.

We also accept alternative payment methods such as:
Shop Pay, Cash App, Afterpay, PayPal, Google Pay, and Crypto (USDC).

Available payment options may vary depending on your location and will be displayed at checkout.

If the page is freezing, please try clearing your browser’s cache and cookies, closing all tabs, and refreshing the page.

If the issue persists, we recommend taking a screenshot or a short video of the problem and contacting our customer support team for assistance at [email protected].

Your payment information is fully secure when you shop with us.

We use SSL (Secure Sockets Layer) encryption to protect your data during transmission. This ensures that all sensitive information, such as your credit card details, name, and address, is encrypted and protected from unauthorized access.

All transactions are processed through trusted and secure payment providers, following industry-standard security practices.

You can shop with confidence knowing that your personal and payment information is protected at every step of the checkout process.

For immediate payments, your card will be charged once the transaction is authorized, and you will receive a confirmation email.

For Buy Now, Pay Later options such as Shop Pay or Afterpay, you will receive an invoice with payment details within 24 hours.

What you’re seeing is most likely a temporary authorization hold from your bank to verify that sufficient funds are available.

This is not an additional charge. The hold will be automatically released once the payment is successfully processed.

If you experience any issues or have further questions, please contact our customer support team at [email protected].

You can use your gift card during checkout by following these steps:

1. Add your items to the cart and proceed to checkout.

2. In the payment section, locate the field labeled “Discount code or gift card.”

3. Enter your gift card code exactly as provided and click “Apply.”

4. Once applied, the gift card balance will be automatically deducted from your total.

5. If your order total is higher than your gift card balance, you can complete the remaining amount using another payment method.

You can apply a promo code during checkout by following these steps:

1. Add your items to your cart and proceed to checkout.
2. In the payment section, find the field labeled “Discount code or gift card.”
3. Enter your promo code and click “Apply.”
4. Once applied, the discount will be automatically reflected in your order total.
5. Continue to complete your payment.

Important notes:

• Promo codes must be entered during checkout and cannot be applied after the order is placed.
• Only one promo code can be used per order.
• Some promo codes may have specific conditions or restrictions.

If you file a dispute or chargeback with your bank, the resolution process typically takes between 75 and 90 days.

Please note that during this time, any processes initiated with us (such as returns, exchanges, or warranty claims) will be temporarily paused until a final decision is made by your bank.

Returns and exchanges are subject to eligibility and must meet our return requirements. All requests must be made within 90 days from the date of purchase. Requests submitted after this period will not be eligible. 

Product Condition Requirements
Products must be returned in reasonable condition and include all original components and packaging.

If the products are not returned in acceptable condition or do not meet these requirements (including proper packaging and all original components), the following may apply:

• Receive a partial refund (up to 50%), or
• Be denied after inspection

We offer three return options:

Exchange

• Exchange requests are free to submit.
• Customers are responsible for return shipping and the shipping cost of the replacement item.

Refund

• A return shipping fee will be deducted (minimum $10, up to 20% of the order value).
• Original shipping fees and customs charges are non-refundable.
• Refunds are issued to the original payment method only.

Store Credit

• Receive store credit plus an additional 15% bonus.

Disclaimer

Illu Skin is not responsible for lost or damaged return shipments. All refunds are processed only after the returned items have been received, inspected, and verified. Once approved, please allow 7–10 business days for the refund to be processed.

• Flash Sale items are final sale and cannot be returned.
• Illu Skin reserves the right to limit or deny returns in cases of excessive, fraudulent, or abusive activity.

Before initiating a return or exchange, please ensure your request falls within our 90-day return policy, which applies from the date of purchase.

To begin a return or exchange, please contact:

Illu Skin Customer Support USA:
[email protected]

A Customer Support representative will: 

• Confirm if your item is eligible.
• Guide you through the process step by step.

During the process, you will receive:

• Applicable time limits.
• Product condition requirements.
• Required documentation (if applicable).
• Return shipping instructions.

Important Steps

• Wait for the return authorization before sending your item.
• Include your RMA number and proof of authorization with the shipment.
• Follow all provided shipping instructions carefully.

Unauthorized returns will be refused or returned to the sender and will not be processed. 

We offer a 90-day return window from the date of purchase.

To be eligible for a return:

• Items must be returned in acceptable condition
• All original components, accessories, and packaging must be included

Once your return is received and inspected, your refund will be processed to the original payment method.

Depending on the condition of the returned item, a partial refund may apply.

Please note that return shipping fees may apply depending on the selected return option.

Refunds will be issued for the items you return. Any items that are not returned will not be eligible for a refund and will not be included in the refund amount.

The return process typically takes between 1-2 weeks. A return shipping fee of $9.99 will be deducted from your refund and credited back to you. 

Once we’ve received and inspected your order, the refund will be issued to your payment method.

Use the tracking number on your return label to check the status with USPS or FedEx.

Please note that original shipping costs and customs charges are non-refundable.

The exchange process typically takes 1–2 weeks, including the time it takes for your item to arrive at our warehouse.

Once your return is received and inspected, we will process your exchange and ship the replacement to the original address provided.

A recurring subscription means you are enrolled in automatic, repeated orders of a product at a set interval (for example, every 30 days).

When you sign up for a Illu Skin subscription:

• Your order will be automatically placed and charged on the selected schedule.
• The payment method you provided at checkout will be charged each time a new order is generated.
• You will continue to receive shipments without needing to place a new order manually.

You can pause, modify, or cancel your subscription at any time before the next billing date to avoid future charges.

Yes! Simply go to Illu.com/a/account/login, sign in to your account, and select the subscription frequency that best fits your routine.

If you need any assistance, feel free to contact our support team at  [email protected].

Yes, you can pause your subscription at any time.

To do so:

• Log in to your account at Illu.com/a/account/login
• Go to your subscription settings
• Click “Pause” and select how long you’d like to pause your deliveries

While your subscription is paused:

• No orders will be processed or shipped
• You will not be charged

If you need assistance, please contact our support team at [email protected]. 

You’re in full control. Log in at Illu.com/a/account/login and select Cancel. If you run into any trouble, our team is happy to help at [email protected].

No, once an order has already been processed or shipped, it cannot be canceled.

Customers are responsible for managing their subscription in advance to avoid unwanted shipments. They can pause, skip, or reschedule upcoming orders directly from their account.

Any changes must be made at least 4 days before the next scheduled shipment. If no changes are made within this timeframe, the order will be processed and shipped as scheduled.

If you cancel your discounted subscription before receiving your second order, the discount applied to your first order will no longer be valid.

In this case, you will be charged the difference between the discounted subscription price and the regular (non-discounted) price for the order you already received.

This means the initial discount is conditional on continuing the subscription beyond the first shipment.

No, subscription orders are not eligible for additional discounts.

When you select the Subscribe & Save option, you are already receiving the maximum discount available. This offer cannot be combined with any other promotions, discount codes, or special offers.

Only your most recent subscription shipment is eligible for return. Any previous recurring orders are not eligible for return or refund.

Returns are accepted only for the latest order you have received under your subscription.

• Unless otherwise specified, product prices already reflect discounts.

• All offers are available while supplies last.

• Offers are not valid on prior purchases, taxes, or shipping and processing charges.

• Customers are responsible for paying applicable sales tax.

• Only one discount code can be applied per purchase.

• Promotions have no cash value and cannot be exchanged for cash.

• Offers cannot be sold or bartered.

• Promotions are void where prohibited, taxed, or otherwise restricted by law.

• Returning any part of the purchase will result in the loss of the promotional offer or a charge equal to the value of the offer.

• Vibro Sculpt reserves the right to end or modify any promotion at any time.

• Promo codes are not valid for past orders and cannot be added later by you or Customer Service.

• Additional restrictions may apply.

• Free gifts are available only while supplies last.

• Limit one (1) free gift per order.

• A minimum purchase is required to qualify for a free gift (if applicable).

• Free gifts are automatically added to your cart once the threshold is reached.

• Free gifts are subject to change without prior notice.

• Additional restrictions may apply. 

• If you return your order for a refund and receive a free product within your order, the free product must also be returned in new, unused condition with tags and/or seals.

• If the free item is not returned in good condition, the full price of the item will be deducted from your refund.

This Guarantee does not cover: (i) products purchased from unauthorized resellers or distributors; (ii) products that have been subjected to abuse, misuse, negligence, accident, alteration or accidental damage, including, but not limited to, contact with liquid; (iii) products that have been used for purposes other than those for which they were designed or intended; (iv) to cosmetic damage, including but not limited to scratches, dents and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship; (v) to defects caused by normal wear and tear or otherwise due to the normal aging of the product, including, but not limited to noise; (vi) any damage resulting from failure to follow product instructions, improper usage, or failure to perform routine maintenance; (vii) products sold “AS IS” or similar notions and does not cover consumable parts such as charging cables, removable components of the device, storage pouches, or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship; (viii) unauthorized repairs or modifications; or (ix) if any serial number has been removed or defaced from the product. When a product or part is exchanged, the original item becomes Illu's property.

This Guarantee does not apply to any non-branded products. Illu does not warrant that the operation of its products will be uninterrupted or error-free. Illu is not responsible for damage arising from failure to follow instructions relating to the product’s use.

For Customers, who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence, the benefits conferred by this Guarantee are in addition to all rights and remedies conveyed by such consumer protection laws and regulations, including but not limited to these additional rights. For a full understanding of your rights, you should consult the laws of your country, province, or state.

Any missing or damaged item from an order must be reported within 5 business days of delivery. Complaints made after this period will not qualify for replacement or refund. Customers are responsible for inspecting their orders upon delivery and reporting any issues within the specified timeframe.

If your order shows no transit movement for an extended period and our team has contacted you via email regarding the issue, you will have 14 calendar days from the date of our outreach to confirm how you wish to proceed. 

If we do not receive a response within this 14-day window, your case will be automatically considered resolved on the 15th day. At that point, no reshipment or refund will be issued.

We strongly encourage you to monitor your inbox, including spam and promotions folders, and respond promptly to ensure your case is reviewed and resolved appropriately.

The Illu Face Toner is uniquely designed to simulate a “tapping massage” that stimulates facial muscles and nerve pathways, helping to increase blood flow, oxygen, and nutrient delivery to the skin.

It also combines Red Light Therapy to support collagen production and Blue Light Therapy to help prevent acne, setting it apart from traditional vibration or microcurrent devices.

It’s recommended to use the device daily or every other day, depending on your skin’s sensitivity.

With regular use, it can help support collagen production, improve skin firmness, and enhance overall tone and texture.

For acne-prone skin, Blue Light Therapy can be used 3–4 times per week.

Each massage mode automatically stops after 5 minutes to prevent overstimulation. If you switch between modes, the device will automatically power off after 20 minutes of continuous use.

For best results, it’s recommended to use the Illu Face Toner once or twice a day, depending on your skin’s tolerance. 

Yes, the device is designed for use on all facial areas, including:

• Cheeks and jawline
• Forehead and temples
• Around the mouth and eyes (avoid direct contact with the eyes)

For best results, use the Smoothing Head for fine lines and tightening, the Wave Head for deeper stimulation, and the Point Head for more targeted areas.

Yes. Areas like the jawline and nose may require a bit more control during use due to their contours.

For better precision, use the Point Massage Head on smaller or more defined areas, and the Wave Massage Head on broader areas like the cheeks and forehead.

Always glide the device smoothly across the skin to avoid pulling or irritation.

Yes. The Illu Face Toner is manufactured in compliance with applicable safety and quality standards and is FDA registered, ensuring a high level of quality and consumer safety.

Authentic Illu Face Toners can be identified by the following key features:

• The official Illu logo clearly printed on both the device and its packaging
• A matte white ergonomic design with a smooth, high-quality finish
• Inclusion of a USB charging cable and three certified massage heads
• A unique serial number printed on the packaging for warranty validation

To ensure authenticity, we recommend purchasing only from authorized sellers and avoiding unauthorized third-party sources.

No need to worry, the Illu Face Toner is compatible with global voltage standards (110–220V, 50/60Hz).

You can safely charge it anywhere using a USB adapter, making it convenient and travel-friendly.