Illumicrate Avis 181

Outstanding customer service! Every time there was an issue (usually caused by DPD) they replied fast and super friendly, offered replacements free of charge, all in all just a good experience.

Big shout out to Nel for being an absolute star when helping me with my latest DPD related problem (dear illumicrate team, please give Nel a raise or a big bonus, its very deserved)!!

I brought the collection of Poppy Wars which is £35 a book for my dear friend. They were sent to him directly and 2 out of the 3 book set arrived damaged. One had been punctured, the other had been crushed causing a dent. These are sold as collectors editions and that’s what you’re paying for. Therefore the quality should be impeccable upon arrival.

It took 4 days for a response only for Illumicrate have refused to replace one of the slip cases because the book itself is not damaged.
My goods have arrived damaged, if they don’t wish to send a replacement for a case then the whole set should be replaced and the damaged ones be collected. This is my statutory right on any good that do not meet the bellow.

This is my first issue with this company, I have a quarterly book subscription and have brought sequels to other book.

I am absolutely outraged.

(Faulty goods: Buying in store vs buying online

Everything you buy must conform to the Consumer Rights Act, which says all goods and services must be of satisfactory quality, fit for purpose and as described.

If your goods don’t conform to this, then they are classed as a faulty good and can be returned for a refund, repair or replacement depending on the length of time you’ve owned them for.)

Love the warning to check address befire order ships. I moved and products i ordered since then had my new address but my default (and therefore subscription) address I forgot to change. Warning me allowed me to fix it early.

Book selection is a mixed back for me, but they are always beautiful and there is a generous skip policy.

Love the books and the business model, I spent £400 on books for the Christmas period for my partner and sadly one of the books were a preorder. and it doesn’t state that if one book is a preorder all will be shipped at the same time so now I’ll miss the Christmas deadline which is extremely disappointing, and has been a massive let down as I’m more then happy to support a company that does this amazing style of work but I do think this will be my last time buying from them, I did also order this in November and started to feel something was off as all was in stock expect that once preorder but I gave them the benefit of the doubt as it’s Christmas and I’m sure it’s extremely busy but I’ve been massively let down and as you can see by my account I don’t review :( so now I have to go out and find other options to make sure they have something to open on Christmas.

The customer service is outstanding!

Every month I see my "change address before labels are printed" reminder, never needed it until I did. Alas, I missed the deadline in the stress of a house move. I explained my situation to the team and Atiya has been superbly helpful. They could not change delivery addresses because labels had been printed (luckily I had already put a post office redirection to my new address) but Atiya kept in contact over the course of my traveling book. I also, in a sleep deprived mess kept messing with features and accidently unsubscribed. Atiya fixed it quickly, without any problems. Thanks for your support!

From a very sleepy deprived house mover (who has her book!)

Every item in the package has always arrived in perfect condition, even if the box was damaged. Their support teams has always answered quickly and the helped me change subscriptions when my country changed tarrif policies. The products are amazing. 100% recommended!

I have previously been subscribed to Illumicrate book boxes and cancelled due to having too many subscriptions and these are consistently the least interesting, original or well done designs.
Recently I purchased a box as a one off as I wanted the book. The sprayed edge is off centre by a considerable amount. It draws the eye and is very disappointing for a book that cost nearly £30 including shipping. I was informed after 13 days waiting for a reply that this didn't classify as damage. I won't be displaying this book with my other sprayed edges. A book of this price should be considerably better quality and response needs to be far speedier.

It was my first time ordering from this company and my one book arrived damaged. I immediately took pictures and sent to the company. They responded within a couple of days and everything went super smooth in order to receive my replacement book! Great customer service will definitely buy from again!

Some of the best customer service I've ever gotten from a subscription box. I've had to reach out a couple times - once when a book I'd received was damaged, and then the replacement was damaged, too. (They replaced them, no questions asked and very generously, I might add)
Recently, I spoke with Heather about upgrading my book-only box to a full-box sub, and she was so helpful and obliging. I now have their full-box sub and am eagerly awaiting my goodies. I'm so happy to support this company, who imo have some of the most beautiful SE books available right now, and so easy and pleasant to deal with.

I had made a typo when I opened my account and could not access it. This wasn’t much of a problem until the government shut down and since I am a federal employee and my husband is military- I needed to cancel my subscriptions until we get paid again. Atiya was absolutely the best to work with. She helped me access my account easily and even helped reverse a charge that took place before I could access my account. Thank you so much!

Really helpful service and very professional. Will be ordering more books again soon, way better than Waterstones

Had a great experience with their support. My package got returned and after some emails I got offered a full refund without any trouble.

Had such a great experience dealing with the staff at Illumicrate, specifically Hannah. I wasn’t able to receive the box when I first ordered it due to some issues with the address and when I emailed them she immediately tried to help resolve it and was sent a replacement box. She was very patient and helpful and it created such a wonderful experience for me as a customer. I received the box and it was so beautiful. The book was GORGEOUS. Thank you!

Wonderful customer service, placed an order and make a mistake ordering the wrong book for a friend, emailed and was sorted and refunded within the hour. Super friendly and helpful, staff. Anyone looking for the subscription boxes, do it! There books are unbeatable for quality.

Really helpful in fixing up my account.

Not only am I consistently impressed with the books that I receive from Illumicrate (their customizations are god-tier), but their customer service is always so kind and helpful. Coming from a US customer, I highly recommend them. I especially love their horror and sci-fi subscriptions.

So impressed with the latest order. Bury Our Bones In The Midnight Soil was given so much artistic love and flair. The foiling, slip cover, naked front cover, edges, endpapers… everything is perfect. There is nothing more I could have hoped for. Absolutely one of my favourite special editions.

Nothing but gracious, kind, top-tier service. I will remain a customer as long as I am financially able to do so. Highly recommended for quality books and exceptional customer service.

Heather helped me via email and was so nice and understanding. I don’t have a last name to give her true credit but I will be a continued customer largely because of their customer service.

I have to say, the concept of Subscriptions is not foreign to me, but I've never had one involving a monthly package, thus it was quite difficult for me at first. Thankfully, the Illumicrate Support Staff were amazing, assisted with my situations ( my own doing, oops ) with a kind demeanor and responded to every single nagging question I've had. The dedication is there and I am in awe. Not including the beautiful work they put into their products, the keen eye for details and the willingness to use quality materials. It's honestly a bookworm's dream and their support is an autistic person paradise. I've never felt more heard and comfortable with a support team. Needless to say that I will continue my services with them. Thank you Ilumicrate team! And especially Nel and Hannah from support for your kindness! 💗