Frequently Asked Questions

How long is my voucher valid for?

Spa Gift Vouchers are valid for 12 months. Monetary Gift Vouchers are valid for 12 months. Hotel Gift Vouchers are valid for 12 months.

How long is delivery?

Delivery is by Royal Mail and takes 1- 3 working days excluding bank holidays

How do I cancel an order?

Please contact

What is your returns policy?

Gift Vouchers are non-refundable

Spa Products:
Spa Illuminata cannot refund or exchange any products purchased that have been dispatched.

We hope you will be happy with your purchase from us. If not, you have the right to return the product to us and receive a full refund provided:

  • you notify us in writing that you are cancelling your purchase no later than the seventh working day after the day on which you received your product;
  • you have taken reasonable care of the product prior to return - in particular this means they must not have been damaged; you will be responsible for the cost of returning the product to us, unless it is faulty, incorrect or has been wrongly described.

Please return the product in suitable packaging to ensure it reaches us in good condition.

We will refund the purchase price and original delivery charge of any goods returned no later than 30 days from the day when you give us notice of cancellation.

How do I use my voucher?

Monetary and Spa Gift Vouchers: When you are ready to make a booking please contact Spa Reception on 0207 499 7777 or alternatively

How much is delivery?

Delivery is by Royal Mail and is charged at the following rates:

Voucher delivery costs £1.50

Our shop terms and conditions can be read by clicking here What are your shop terms and conditions?

How do I contact you?

You can contact us by telephone on 0207 499 7777 or email us at