Frequently asked questions
Has my order been dispatched yet?
Orders are normally processed within 1–3 working days. Once your order has been dispatched, we will send an update to the email address used at checkout. Please also check your spam or junk folder. If you cannot find an update, contact us at info@rgbilluminations.com and we can check the order status.
Returns
Return eligibility, time limits and refund conditions are set out in our current Refund Policy. Please review the policy before returning an item, or contact us if you need help understanding whether your order is eligible.
I entered the wrong delivery address. Can I change it?
Contact us as soon as possible if the delivery address is incorrect. If fulfilment has not started, we will try to update it. Once an order has been dispatched, we cannot guarantee that the carrier can redirect it.
I ordered more than one item. Why did only one arrive?
Some products are fulfilled from different locations, so items from the same order can arrive in separate parcels and on different days. Where tracking is available, you may receive more than one tracking update.
Can I cancel or change my order?
Contact us as soon as possible if you need to cancel or change an order. We will try to help before fulfilment begins, but changes or cancellations cannot be guaranteed once an order has entered fulfilment or has been dispatched.
My order has not arrived. What should I do?
If your order has passed the estimated delivery window shown in our Shipping Policy, contact us with your order number at info@rgbilluminations.com. We will check the available tracking and investigate with the relevant fulfilment or delivery partner.
Why did I not receive an order confirmation email?
Please check your spam or junk folder first and make sure you are checking the inbox for the email address used at checkout. If you still cannot find the confirmation, contact us and we can help verify the order details.
When will I receive tracking information?
Where tracking is available, tracking details are sent after dispatch. Carrier tracking can take a short time to become active after the parcel is handed over.
What payment methods can I use?
The payment methods currently available to you are displayed securely at checkout. Availability can vary by device, country and Shopify payment configuration, so the checkout is the authoritative list for your order.
Will prices be shown in my local currency?
Where Shopify Markets supports your location and currency, storefront prices can be presented in the appropriate local currency. The currency and final amount shown at checkout are the authoritative amount for your order.