Frequently asked questions
GENERAL
Absolutely! Everything listed in the shop has been handmade, crafted or constructed by Illumis Creations in a smoke-free environment.
Machine embroidered items are digitized and stitched in our home studio in Melbourne and made on-demand. This allow us to create stock when needed and allows item personalisation.
Although rare, sometimes we may use an embroidery file purchased from a site such as Embroidery Library to decorate an item allowed under their Terms of Use. This will be clearly stated and they will be credited as required.
Illumis Creations does not do general alterations on fashion garments or bridal wear.
[UPDATE 27/10/20]:
The cheapest we currently offer is:
- Economy Air Parcel (untracked) to NZ and UK/Ireland which can take up to 3 weeks (NZ) and 2-3 months (UK/IRE).
- Standard International Parcels (tracked) to New Zealand, UK/Ireland, USA and Canada;
Australia Post has currently suspended their Economy Sea option until further notice. International Letters are taking up to 3 months to arrive because of the pandemic and is not offered at this time.
This will be updated when possible.
Yes, on ready-made products. Conditions and exclusions apply. Please see the Returns Policy for further information.
All major credit/debit cards are accepted using the Square Payment Gateway and Paypal.
COSTUME COMMISSIONS
Although we have designed some original costumes in the past for productions, it is not something we offer regularly. We can offer assistance with designs though if you already have a character in mind or reference images available.
Commission slots are limited and generally dependent on various factors. We prefer to work on one or two costumes at a time so we can give each project our focused attention.
Announcements will be made on our social media accounts.
Since costumes are made-to-measure, Illumis Creations currently only accepts commissions within Australia as fittings are a necessary step.
[UPDATE 20/11/20: in-person fittings and measurements will remain virtual as a precaution.]
You can contact Illumis Creations through email, or Facebook Messenger. Provide as much detail as possible in your email specifying budget, deadline, reference images and your location. We will discuss fabric options and you will be provided with a rough quote. If your commission is accepted, you will be sent documents outlining the project details, and a client details form and contract for you to complete and sign. In regards to measurements, you will be provided with a measurement sheet. You can get a friend or professional to help you, or we can offer guidance virtually. It is your full responsibility for providing true and correct measurements.
Fabrics, where possible, are pre-washed or treated for shrinkage/dye runs before cutting. Throughout the process, you will be updated with progress photos. You will also receive care instructions specific to your costume with delivery.
All decisions are discussed in writing with the client and signed off on.
A ~50% deposit will be required to cover materials and initial labour. This confirms your commission and work will not begin until the deposit is paid.
The remaining amount must be paid on project completion. Your commission will not be released until full payment has been received. Alternatively, a payment plan can be arranged.
Generally, yes, if it is a tailored garment. For items like robes and capes or costumes where an exact fit is not vital, no fitting is required, but we may organise one just for peace of mind.
A toile (mock up) will be made and a fitting session organised. If you are within the Melbourne/Victoria region, you can choose to meet in person or have it sent out to you. If you are interstate, or unable to travel to Melbourne, then the toile will be mailed to you to try on. You will need to provide photos or video showing how it fits and mark any alterations yourself or get someone to help you. We can provide some guidance as well.
One fitting is usually enough, but you may be needed for more.
[UPDATE 20/11/20: in-person fittings will be virtual as a precaution.]
Illumis Creations offers a 12 month Quality Satisfaction Guarantee. All costumes are made to a sturdy, high standard and should withstand general wear-and-tear for their intended purpose. We are more than happy to do any minor alterations or repairs that are caused by a fault in the construction (i.e. weak seam, faulty area in the fabric), within reason, at no additional labour cost. Postage is at the client’s expense.
However, the warranty is null and void for any, but not limited to, damage caused by misuse, misconduct or misbehaviour caused by the client/wearer, weather or environmental factors (i.e. rain, flooding, fire, theft, pets/animals), incorrect care/cleaning, and/or any alterations or repairs made by the client/a third party.
EMBROIDERY & OTHER COMMISSIONS
Commissions for embroidery and accessories work similarly to costumes, but are available on an as-contacted basis. These are not as restricted as costume commissions.
Custom machine embroidery prices will vary depending on the design, stitch-count and work involved. Accessory commissions are the same.
You can contact us through email, or Facebook Messenger. Provide as much detail as possible in your email specifying budget, deadline, reference images and your location. You will be provided with a rough quote. If your commission is accepted, you will be sent documents outlining the project details, and a client details form and contract for you to complete and sign. We will discuss materials and other details.
All decisions are discussed in writing with the client and signed off on.
There are limitations, such as design complexity and size restrictions. For machine embroidery, we can embroider on T-shirts, hoodies, most fabrics, thin towels and fleece blankets, to name a few. We cannot embroider on store-bought soft toys, hats or other pre-made, bulky/3D objects.
If you’re unsure about your item, contact us to see if it’s possible.
A ~50% deposit will be required to cover materials and initial labour. The remaining amount must be paid on completion of the commission and it will not be released until full payment has been received. Alternatively, a payment plan can be arranged.
If an item arrives faulty or broken, then we will do our best to fix it.
All machine embroidered designs are repeatedly test-stitched and tweaked to ensure the best result, and confirmed with the client before the final production.
Sorry, Illumis Creations does not provide digital-only files at this time. The working file remains the property of Illumis Creations and its usage is exclusive to its respective client.
Embroidery files and their various formats can act differently on other machines and we cannot guarantee file compatibility.
