FAQs

Still have questions? No problem, send us an email to hello@imaura.uk and we'll get back to you as soon as possible.

SHIPPING

• What are your shipping options?
  You can view everything about out shipping options here
  
  
• Do you ship to my country?
  We ship internationally. Select your country in the header or footer to see pricing. As we are just starting out, we share shipping prices but not duties, so you may incur a cost in relation to duties and/or taxes when your parcel arrives. 
  
  
• Do you offer an international expedited shipping option?
  Yes, our international expedited shipping option is via DHL Express.
  
  
• How can I track my order?
  You'll receive a shipment notification with a tracking number to follow your order. If the tracking number doesn't update within 1-2 business days of your order confirmation, contact us for assistance.
  
  
• I think my parcel is lost. What should I do?
  If your parcel seems lost, contact us within 5 days of the expected delivery date as shown in your tracking. This allows us time to investigate with the carrier.
  

ORDERS

• Can I make changes to or cancel my order once placed?
  We can't amend orders after they're placed, so please ensure your information is correct at checkout.
  
  
• How can I check the status of my order?
  Click "View your order" in your confirmation email. You'll receive updates via email or text when your order ships and when it's ready for delivery.
  

BILLING

• When will my credit card be charged?
  Your card will be charged as soon as your order is accepted and processed.
  
  
• What can I do if my payment is declined?
  Please check that your card’s billing details (such as the security code and billing address) match what you’ve entered in our system.
  
  
• Can I use multiple promo codes at checkout?
  You can only use one promotional code per order. If the code is 
  legitimate, the code will be automatically applied at checkout.
  

RETURNS & EXCHANGES

• What is your returns policy?
  Click here for our return policy
  
  
• Can I exchange it for a different item?
  Unfortunately, we only offer an exchange for a different size, not a different style.
  
  
•  How do I exchange or return an item?
  Please select our return portal on our returns page here, where you can exchange or return items.
  
  
• Can I exchange an international order?
  Unfortunately, we do not offer exchanges for international orders, but you can return for a refund and repurchase in your preferred size.
  
  
• What if I can’t find my order number?
  Your order number is sent via email, but if you can’t find it please get in contact with us at hello@imaura.uk
  
  
• How long does it take to process a return?
  

  Refunds will usually be issued within 2-3 working days of receiving your return. It may take 3-10 working days for the refund to appear in your account after we issue the refund (this varies depending on the original payment method).

  Occasionally, processing times may be longer at busy times.

  IMAURA is not responsible or liable in any way for any lost, delayed or damaged parcels sent using any method other than our returns portal.
  

  You have 14-days from the date of delivery to submit a return request for your item(s) through the IMAURA returns portal. Provided your return request is accepted, you have 5 days to send the item(s) back through the method of return that IMAURA nominates.
  
  Returns sent outside of the 14-day and 5-day windows set out above will not be refundable or exchangeable.
  
  Please take care when trying on garments. Items must be unworn with tags, free of stains, odours (including cigarette smoke, perfume & body odour), and, if possible, in their original packaging. Refunds will not be accepted if you do not comply with any of these terms.
  
  We monitor returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse any refund in any case where we deem it appropriate.
  
  
• What should I do if I receive the wrong item?
  If you received the wrong product, contact us at hello@imaura.uk, and we'll ensure you receive the correct item promptly.
  
  
• I think my item is faulty. What do I do?
  Contact us promptly with your order number, product details, and images of the fault for a quick resolution. Please notify us of any faulty items within 10 days of your delivery date.
  

PRODUCT & SIZING

• I'm not sure what size to get. Can you help?
  We have size charts for each product, which you can view. If you need any other assistance, don't hesitate to ask us at hello@imaura.uk
  
  
• The item I want is out of stock. Will it come back, and can I be notified?
  Seasonal styles are produced in limited runs and usually won’t return, helping us minimise waste. If a seasonal style sells out and demand is high, we may bring it back.
  

EVENTS

• I really want to join the next Imaura event. How can I get an invite?
  We will be running a couple of events each year to bring our community together. Join our newsletter for updates or follow us @imaura_clothing to stay in the know. 
  
  
• Where will your events be held?
  Most of our events will be held in London, but as we grow, we look to extend these to the rest of the UK and the world.
  
  
• Will you be doing pop-ups?
  Yes! We are already planning on how we can bring IMAURA to you IRL. Stay tuned on our socials and newsletters to find out when.