Payments, Delivery & Returns


PAYMENTS FOR GOODS AND DELIVERY CHANGES 

We can only supply goods that are ordered online via the website, email or in person at a show/event. All payments, including shipping costs, must be paid by credit, debit card- or cash if ordered in person. We will not accept any other form of payment. All transactions are completed on a secure server.

We are not responsible for parcels damaged during shipping.

We are not responsible for international duties or taxes. All international duties and taxes in relationship to your order are the responsibility of the purchaser.

DELIVERY

Please allow us up to 5 working days to process your order. You will receive an email once your order has been dispatched.

**Christmas post** Orders will be shipping out on a daily basis until December 23rd, except for weekends. Orders take around 7 days to the US, 5 to mainland Europe and next day for the UK.

UK orders can take up to 15 working days to be delivered through Royal Mail, but should usually arrive in 1-5 working days. International orders should usually arrive in 5-7 working days but on occasion can take up to 28 days. If you have not received your order by the times stated please let us know as soon as possible, we will be unable to help you if more than 3 months have passed from the date of dispatch.

We are not always able to track your order at every stage of delivery but we can try and track your order for you should you encounter any delays. If you still have not received your order after the normal 15 day (for UK orders) or 28 day (for international orders) delivery period has expired, you can contact us at yassine.mourit@thevillusion.com and we will aim to respond promptly to confirm your order status.

RETURNS 

We are confident you will be satisfied with your purchase from thevillusion.com, however if not, please return the item within 14 days of receipt.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a full return, your item must be in mint condition within it’s original packaging alongside original proof of purchase.

Items purchased at a show or event are sold as seen and we do not offer any exchange or refund for these items.

Shipped artworks can be returned to us via post and refunded minus the shipping cost. We cannot accept responsibility for loss or damage to returned goods whilst in transit. If you do have to return any item, kindly use a trackable system such as a parcel delivery or courier service.

All orders found to be faulty or not as described will be refunded in full.

If you have any problems with your order or wish to cancel/exchange an item please contact us to arrange a refund, replacement or exchange. These terms and conditions do not affect your statutory rights as a consumer.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable).
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at yassine.mourit@thevillusion.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at yassine.mourit@thevillusion.com

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.