Customer Service

Contact illuna-fashion.com

Online Catalog:

The illuna-Fashion.com online store is open 24 hrs a day, 7 days a week at http://www.illuna-Fashion.com. Please place your orders online using the secure shopping cart. Online shopping is convenient and accurate and facilitates speedy delivery of your order. We ship across the U.S and have 1000's of customers in all 50 states.

Customer Service:

store1\@illuna.com Email is preferred for fastest response, usually within 48 hours. Please refer to your order number or product.

Order Line:

(415) 673-5200

Mailing Address:

Illuna-Fashion.com, 2269 Chestnut St #383, San Francisco California 94123

Company Info:

About Us

Ordering Information

Payment Methods:

illuna-fashion.com accepts Visa, MasterCard, American Express. All purchases are in U.S. Dollars.

Payment Submission:

When you shop at illuna-fashion.com, your credit card information is safe, secure, and encrypted.
The shopping cart requires the following information:
• Your name as it appears on the card
• Billing address
• Credit card number
• Credit card expiration date
If you get an error message after submitting your credit card information, please double check to make sure that you entered the above information correctly. If you still experience problems, call your card issuing bank for details.

Shipping Options:

• UPS Ground (8 to 10 business days) - $8.00
• UPS Select (3 to 5 business days) - $16.00
• UPS 2nd Day Air (2 days) - $22.00
• FedEx Overnight (by request) (1 business day) - $45 or less
• Carrier Service to AK/HI (4 to 8 business days) - $35 or less
• USPS for P.O. Boxes and APO/FPO (military) - $15.00/$18.00

IMPORTANT: ALWAYS refer to Ship Schedule posted at the bottom of each product page. If we are unable to meet your Wear Date based on the Ship Schedule, your order will be cancelled and you will not be charged.Note that UPS & FedEx do not deliver on weekends or holidays, nor do they ship to PO boxes or military.

For security purposes, signature upon delivery is required for orders over $100; no exceptions.

Shipdate Schedule:

IMPORTANT: ALWAYS refer to Ship Schedule below. If we are unable to meet your Wear Date based on the Ship Schedule, your order will be cancelled and you will not be charged.

APR-MAY 2008 WINTER-SPRING
Apr 8-Tue	Apr 10-Thu	Apr 15-Tue	Apr 17-Thu
Apr 22-Tue	Apr 24-Thu	Apr 29-Tue	May 1-Thu
May 6-Tue	May 8-Thu	May 13-Tue	May 15-Thu
May 20-Tue	May 22-Thu	May 27-Tue	May 29-Thu
*Schedule may change without notice, typically 1 week in advance. Plan 2 weeks ahead of events. Please order ahead for holiday shipments including Christmas and New Years Party Events.

ORDERS MUST BE PLACED BY 2:00 PM PST (U.S. Pacific) 1 DAY BEFORE SHIPDATE

SHIPPING OPTIONS (shipping from San Francisco, CA)
UPS Ground California (U.S. addresses in California only) 14 days: $8
UPS Select California (U.S. addresses in California only) 4 - 6 days: $16
UPS 2nd Day Air California (U.S. addresses in California only) 2 days: $22
UPS Ground Western States (U.S. addresses in WA,OR,NV,AZ,ID,UT,MT,NM,CO states) 14 days: $12
UPS Select Western States (U.S. addresses in WA,OR,NV,AZ,ID,UT,MT,NM,CO states) 4 - 6 days: $16
UPS 2nd Day Air Western States (U.S. addresses in WA,OR,NV,AZ,ID,UT,MT,NM,CO states) 2 days: $22
UPS Ground Non-Western States (U.S. addresses in other continental states) 14 days: $12
UPS Select Non-Western States (U.S. addresses in in continental states) 4 - 6 days: $22
UPS 2nd Day Air Non-Western States (U.S. addresses in in other states) 2 days: $26
***********************************
FedEx Overnight (U.S. addresses excluding AK,HI): must request**
P.O. BOXES ONLY: Postal Priority (excl. APO/FPO) 8-10 days: $18
APO/FPO ONLY: Postal Priority 14-21 days: $15
Hawaii ONLY: FedEx-Air-to-Hawaii 4-7 days: est. $35/less**
Alaska ONLY: FedEx-Air-to-Alaska 5-14 days: est. $35/less**

PLEASE NOTE: Final shipping charge determined by correct shipping option for ShipTo Address. Incorrect shipping for customer ShipTo Address will be corrected on order.

*Not all shipping options are available for all products; e.g. oversize items may require special shipping options. Customer will be contacted when shipping options require changes. **Estimated charges - FedEx charges direct

Tax Info:

Sales tax is applicable to orders from residents of the state of California only.

Store Policies

Domestic Orders:

illuna-fashion.com accepts orders from residents of the fifty (50) United States only.

Return Policy:

illuna-fashion.com accepts returns as follows:

Returns must be postmarked within seven (7) days of receipt. Items returned after this date are non-refundable.
Returns must be accompanied by original packaging material, including Return Authorization Number, uncut tags, paperwork, and accessories. Items must unworn, unsoiled, undamaged and unaltered with original hanging straps, tags still attached and uncut, hangers, and protective covering where applicable. Items washed, dry cleaned, or otherwise handled are not refundable. Items returned in unacceptable physical condition are not refundable. Please treat the returned item with the same care in which you received it.
There is a restocking fee of $30 for items priced up to $299.99.
There is a restocking fee of $60 for items priced at or over $300.00.
Customer is responsible for all shipping charges incurred for delivery and returns, including rush shipping.
Customer is responsible for insuring the return against damage or loss.
Refunds take up to 30 days to process once the items are received by our returns department.
Clearance items are FINAL SALE and not returnable or exchangeable.

Clearance Policy:

Clearance items are drastically marked down due to low stock and to get new styles into the catalog. Therefore, all clearance sales are final - clearance items are not returnable or exchangeable. Please order clearance items one size larger than needed so you can alter for proper fit.

Exchange Policy:

Exchanges are accepted for a different size in same style and color, no exceptions. You must place your new order to qualify for an exchange on your previous order. illuna-fashion.com accepts exchanges as follows:

Exchanges must be clearly marked as such and postmarked within seven (7) days of receipt.
Exchanges must be accompanied by original packaging material, including Return Authorization Number, uncut tags, paperwork, and accessories. Items must unworn, unsoiled, undamaged and unaltered with original hanging straps, tags still attached and uncut, hangers, and protective covering where applicable. Items washed, dry cleaned, or otherwise handled are not refundable. Items returned in unacceptable physical condition are not refundable. Please treat the returned item with the same care in which you received it.
The restocking fee is waived only if you re-order the same style and color in a different size and return the first item. Otherwise, the item is treated as a return and subject to standard return restocking fees.
Customer is responsible for all shipping charges incurred for delivery and exchanges, including rush shipping.
Customer is responsible for insuring the exchange against damage or loss.
Refunds take up to 30 days to process once the items are received by our returns department.
Clearance items are FINAL SALE and not returnable or exchangeable.

Delivery Address Changes:

Customer is responsible for all fees associated with shipping delivery address changes after the item has shipped. The carrier will charge us the change fee and we will charge your credit card in turn. Please make sure your shipping address is correct when you place your order.

Safe & Secure Online Ordering:

Our Secure Servers are hosted with Yahoo! Shopping, with secure socket layer (SSL) software that is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. Remember, when you shop at illuna-fashion.com, your credit card information is safe, secure, and encrypted.

APR-MAY 2008 WINTER-SPRING
Apr 8-Tue	Apr 10-Thu	Apr 15-Tue	Apr 17-Thu
Apr 22-Tue	Apr 24-Thu	Apr 29-Tue	May 1-Thu
May 6-Tue	May 8-Thu	May 13-Tue	May 15-Thu
May 20-Tue	May 22-Thu	May 27-Tue	May 29-Thu
*Schedule may change without notice, typically 1 week in advance. Plan 2 weeks ahead of events. Please order ahead for holiday shipments including Christmas and New Years Party Events.

ORDERS MUST BE PLACED BY 2:00 PM PST (U.S. Pacific) 1 DAY BEFORE SHIPDATE

PLEASE NOTE: Final shipping charge determined by correct shipping option for ShipTo Address. Incorrect shipping for customer ShipTo Address will be corrected on order.

HOME | SEARCH | CUSTOMER SERVICE | TESTIMONIALS | ABOUT US

• Order securely online • Customer Service Line 415-673-5200

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All of the information you need regarding ordering from the catalog is available on this page below.

SECTION 1

CUSTOMER SERVICE

ANNOUNCEMENTS Apr-May-Jun 2008 SPRING FASHION 2008!
RED CARPET EVENING DRESSES FOR AWARDS SEASON AND SPRING FORMALS

• Phone Customer Service Hours Tuesday-Thursday 10:00AM-4:00PM PST.

• CLICK HERE to visit the Customer Service Page for questions about Ordering, Shipping, Return Policies and Contacts. Customer Service Telephone (415) 673-5200.

• ALWAYS refer to Ship Schedule below. If your order cannot be processed in time for your Wear Date based on the Ship Schedule, your order will be cancelled and you will not be charged.

TIPS FOR SHOPPING
• Always refer to your Order Number or the Product Code when contacting customer service.
• Many items are available in limited sizes and/or colors. You can check for availability by choosing your size and color options and then clicking on the Order Button. The Shopping Cart will show you a message in RED at the top of the page if the option is not available.
• Compare colors of product images to get a better feel for the color of an item; for example, Coral and Coral-Pink are different colors and you can see the difference by comparing two products.
• ALWAYS refer to Ship Schedule below. If your order cannot be processed in time for your Wear Date based on the Ship Schedule, your order will be cancelled and you will not be charged.

Customers write: "The dress arrived fast and was so sweet! This is my second purchase, consistently professional and easy to do business with. ...really cares about their customers" ~ Mobile, AL. "The dress is elegant, packaged beautifully, and arrived per my requested date. Although I have to make some minor modifications to the dress, with a local seamstress for an exact fit, the size guidelines were on target. I am very pleased to have come across this website, and have bookmarked it in my favorites folder. I highly recommend this merchant. Thank you!" ~ Myrtle Beach, SC. "Happy to have found this site. Would I shop here again? ABSOLUTELY!!' ~ Kennewick, WA (see Testimonials)

SECTION 2

SHIP SCHEDULE AND SHIPPING

The Ship Schedule means your order will ship out from our warehouse on the next ship schedule date for that item. Add your shipping time to that date to determine when you can expected delivery. Most shipments are insured and require signature so someone should be available to receive it.

PLEASE NOTE THE CURRENT SHIP SCHEDULE:

APR-MAY 2008 WINTER-SPRING
Apr 8-Tue	Apr 10-Thu	Apr 15-Tue	Apr 17-Thu
Apr 22-Tue	Apr 24-Thu	Apr 29-Tue	May 1-Thu
May 6-Tue	May 8-Thu	May 13-Tue	May 15-Thu
May 20-Tue	May 22-Thu	May 27-Tue	May 29-Thu
*Schedule may change without notice, typically 1 week in advance. Plan 2 weeks ahead of events. Please order ahead for holiday shipments including Christmas and New Years Party Events.

ORDERS MUST BE PLACED BY 2:00 PM PST (U.S. Pacific) 1 DAY BEFORE SHIPDATE

PLEASE NOTE: Final shipping charge determined by correct shipping option for ShipTo Address. Incorrect shipping for customer ShipTo Address will be corrected on order.

---- PLEASE PRINT OUT THIS PAGE AND REVIEW IT ----

All of the information you need regarding ordering from the catalog is available on this page.

SECTION 3

ORDERING FAQ AND RETURNS POLICY

CUSTOMER SERVICE
• CLICK HERE to visit the Customer Service Page for questions about Ordering, Shipping, Return Policies and Contacts. Customer Service Telephone (415) 673-5200.
• PLEASE REVIEW THE RETURN POLICIES on the Customer Service Page before ordering returnable items. Clearance Items are not returnable or exchangeable. All products are new and quality assured from designer by our staff before shipping. Clearance Items are new and are deeply discounted for seasonal catalog changes.
IMPORTANT NOTES FOR RETURNS - Return Policy
- Items must be returned within 14 days of the date you receive it.
- Refunds take up to 30 days to process once we receive the item.
- Re-stocking Fee applies to Returns; waived for Exchanges.
- Clearance Items are FINAL SALE, NOT returnable or exchangeable.

FAQ - COMMON CUSTOMER QUESTIONS
Fastest order and delivery process?
(1) IMPORTANT! Always refer to Ship Schedule above for the earliest date when your order will be shipped. We do not ship on dates other than the ship dates listed. (2) BIG HELP! - Use a credit card with the same Bill-To and Ship-To address and be sure the Bill-To information is correct for the cardholder. (3) Be sure credit card has enough credit available to cover purchase amount. In most cases, if your credit card is declined, then your order will be cancelled and you will need to submit a new order.
Are returns and exchanges allowed?
Yes, we accept returns and exchanges! We are one of the few formal dress merchants who do. We accept returns in new condition with all tags and paperwork. Items must be returned with proper Return Authorization Number within two weeks of the time you receive it for proper credit (RA# is included in the package; if unsure, use the Order#.) There is a nominal re-stocking fee for returns and we waive the fee for exchanges*. Please carefully review the *Returns Policy Page.
Your clearance items are great - are clearance items returnable or exchangeable?
"Clearance Items are NOT returnable or exchangeable. Always order one size up to avoid fit issues."
No. Clearance items are drastically marked down due to low stock and to get new styles into the catalog. Therefore, all clearance sales are final - clearance items are not returnable or exchangeable. Please order clearance items one size larger than needed so you can alter.
What if I return a clearance item by mistake? What happens?
We will repackage the item(s) and return the item(s) to you by UPS Ground Shipping. You will be charged a minimal shipping charge (1/2 of our normal Ground rate). We will honor replacements in the same item/color/size/options. We do not accept returns on Clearance Items.
What if I ordered a clearance item and it was damaged when I received it?
See "damaged/defective items" question below. All orders are treated the same.
Why was my order cancelled and what happens next?
Your order may be cancelled for a number of reasons: (a) your credit card was declined; (b) your billing information for the credit card did not authorize properly (for example, incorrect zipcode or phone number); (c) your credit card type is not accepted or the credit card is not from the United States; (d) the item ordered was not available at ship time (for example, the stock for the item was damaged); (e) your Wear Date as input was too soon for the order to be fulfilled in time; (f) you attempted to make changes to the order by phone and the resulting changes could not be fulfilled; etc. You are not charged when your order is cancelled. Here are some examples:
- "Credit Card Declined" - this may occur because of insufficient funds, incorrect expiration date, or incorrect billing street address, zipcode or phone number. Call your credit card issuing bank’s phone number located on the back of your credit card to verify the nature of the decline. The billing address must match the address listed on your monthly credit card bill statements.
- "Can not meet Wear Date Due" - there is a conflict between the posted Ship Date schedule and your requested Wear Date, we may determine that the order may not be delivered in time. Please check our Customer Service Page for next Ship Date - this info is also available on all product pages. The Ship Date is the next date in which we ship out.
- "Item not available/damaged" - We were unable to fulfill your order due to inventory change or inventory damage. If this happens, we will attempt to locate another item to fulfill the order as soon as possible, or cancel the order.
- "Shipping method not valid for your address" - Your order was cancelled because you chose an incorrect shipping method to your location, e.g. UPS Ground service to a Hawaii address, or FedEx Hawaii service to a Detroit, Michigan address.
- "Transaction not allowed" - We reserve the right to refuse certain orders such as international credit card orders or high risk orders based on credit card processing policies. Typically this applies to credit cards where the billing address is outside the United States. We are unable to reinstate cancelled orders. You may attempt to place a new order with updated payment information.
When will I know if my order is cancelled?
We normally process your order (and charge your account) during the shipdate cycle (just before on on the shipdate).
What happens if a delivery is refused or Returned to Sender?
We will treat the return as if it were a normal return process. Items that are returnable will be accessed the normal re-stocking fee, and clearance items will be returned to the customer as described above.
Is your store secure?
Yes, our store is a Yahoo store. It supports industry-standard 128-bit SSL encryption. This means you can shop securely knowing your private information and credit card information is encrypted and protected from outside access. Your privacy is important to us.
Availability?
Each product page has availability information. "Ready-to-ship" means it can ship on the next ship date for that item (refer to the Ship Schedule above) if your color and size are in stock. Some items may ship on a subsequent ShipDate. Click on the ORDER BUTTON to see if your selection is in stock.
I am having problems ordering - click on order button shows "not available"?
( “Note: requested quantity not available for some items at this time”)
The shopping cart works properly. Some items may be currently out of stock in limited sizes/colors. Click on the order button for the product to make sure. If the RED MESSAGE above appears at the top of the cart page, the item is currently out of stock in that size/color. You can not order out of stock items, either online or by phone.
There is no order button - what should I do?
No order button means the item is NOT AVAILABLE. If you do not see an order button on a specific product you can not order the product at this time. The product is either out of stock or discontinued. Look down the page at the "Arrivals and Restocks" section to see if there is more information.
I made a mistake while ordering (e.g. wrong zipcode) - what should I do?
Send an email to store1@illuna.com with your order number in the subject line, or simply reply to your order confirmation email. In the body of the email, restate your order number, full name, and the nature of the error, along with the corrected information. You must reply before 12:00 noon the day before the next scheduled Ship Date or the order may ship out with your original error.
Best way to get info on sizing, length, fabric, other options before ordering?
Always read the entire product page for an item. All of the information available is posted on the website for that product. Some items may have limited information from the manufacturer or designer. We make every effort to provide all of the required information on the website. Typically the phone representative will not have more information than what is posted. If you still need help, send request email to store1\@illuna.com with detailed information request.
When will the item be back in stock?
We restock on a biweekly basis (every two weeks.) If your color and size is not available via the ORDER BUTTON, check back within the next two weeks. Final Clearance Items are not restocked.
Special Orders?
We do not take "back orders" or "special orders." Special orders lead to frustration for customers since they are unsure of delivery and satisfaction. If you would like to purchase an item not found in our online catalog, please contact us with the request.
What happens when there is a shipping error?
The order is corrected and fulfilled correctly. We provide a small shipping credit to cover cost of returning incorrect shipments.
What happens when my item/shipment is damaged/defective?
"Don't panic - we handle shipment problems promptly once we know about the issue."
If the item is defective, the order is replaced and fulfilled correctly. We provide a small shipping credit to cover the cost of returning the item. Damaged shipments (e.g. crushed boxes that damage the contents) should be reported to the shipping carrier immediately as they are insured and there should be a record of the shipment before proceeding with replacement. Please follow these steps: (1) Call Customer Service (415) 673-5200 within 48 hours of delivery and provide your order number, full name, phone number, and description of problem. (2) Send the item back to us promptly with complete paperwork including order number and description of error. Mailing address: Returns Dept., illuna Fashions, 2269 Chestnut St, #383, San Francisco CA 94123. We will cover return shipping cost up to $10.00. (3) Once we receive the item and verify the error, we will reimburse your return shipping in the form of a $10 credit to your credit card and issue the replacement item at no additional shipping cost. The replacement item will ship out on the next scheduled Ship Date after we process the returned item. Please check our Customer Service Page for next Ship Date: http://www.illuna-fashion.com/illuna-customer-service.html. EXCEPTION: Wear Date is less than 1 week - Call (415) 673-5200 promptly with your order number, full name, phone number, and description of error. A representative will contact you with replacement information.
Where are you located?
Our main showroom is located in San Francisco. We ship across the U.S and have 1000's of customers in all 50 states.
Can I pay by check or money order?
We do not accept payment by check or money order at this time. American Express, VISA, and Mastercard credit cards are accepted.
Do you provide overnight shipping?
"All orders are shipped on Ship Dates only - overnight shipping does not change the date we ship."
Overnight shipping is not an option during ordering. We offer FedEx overnight shipping under the following restrictions:
- Shipments are processed on scheduled ShipDates only. We do not offer real-time same day shipping.
- FedEx overnight is available to the continental U.S. only for an estimated $45 or less (typically $30.00-38.00).
- FedEx overnight shipping must be approved by the customer - we often send an email to verify approval.
To request FedEx overnight: 1) Place your order online and choose a standard UPS shipping method. 2) In the customer comments section of the shopping card, request an upgrade to FedEx overnight shipping. 3) A representative will review your order and contact you via email. 4) RESPOND TO THE EMAIL WITH YOUR APPROVAL OF FEDEX OVERNIGHT FEE. 5) If you approve by email, the shipping method will be changed to FedEx overnight. Always check our Customer Service Page for next Ship Date:
http://www.illuna-fashion.com/illuna-customer-service.html
I returned an item but I don't see the refund on my credit card yet.
A refund is credited back to your credit card within 30 days of our Returns Dept receiving the item. Before you call us to verify a refund, please call your credit card issuing bank’s phone number, located on the back of your card or on your monthly bill statement. You can easily check with them to see if a refund has posted to your account. Refunds are posted under the name “illuna.”

---- PLEASE PRINT OUT THIS PAGE AND REVIEW IT ----

All of the information you need regarding ordering from the catalog is available on this page.

Links: Bridal Dresses | Golden Globes Fashion | Dresses | Red Carpet Fashions

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