When will I get my order?
Usually, it takes 7 days to fulfil an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- UK: 10-15 business days
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- Other countries: 10–15 business days
Where will my order ship from?
We work with an on-demand order fulfilment company with facilities worldwide
Will I be charged customs for my order?
An additional customs fee can occur on orders to non-EU countries (this now includes the United Kingdom). This fee is not in our control and is calculated by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
For UK residents, goods with a value over £135 will have customs charges added by Her Majesty’s Revenue & Customs (HMRC). These charges will need to be paid to Royal Mail prior to delivery.
To avoid these charges, we suggest splitting your order if you expect it to exceed £135.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Speak to your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbour’s, get in touch with us at email@example.com with your order number.
If you did find a mistake in your delivery address, we can try and track down your original order and may be able to send you a replacement but shipping will be at your own cost.
How much will postage cost?
This will differ depending on your location, the type of product ordered and how quickly you want your order. All shipping costs will be displayed before you checkout.
How are your products made?
We work with a print-on-demand supplier. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at firstname.lastname@example.org
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at email@example.com within a week of your product arriving with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible.
What’s your return policy?
We want customers to be happy with the products ordered through the IMAS shop. If for any reason you are not happy with your item(s), please let us know within 14 days of receiving the goods by contacting us at firstname.lastname@example.org. You will then have 14 days to return the goods back to us for a refund of the purchase price and original shipping cost. We cannot pay for return postage except in the case of damaged/incorrect items.
If you have received the wrong items or damaged items, please contact us at email@example.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/colour?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our shop, in the product description section. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at firstname.lastname@example.org within a week after receiving your order. Include your order number and photos of the mislabelled item, and we’ll look into it for you and if there was an error, we will send you a new one, or issue a refund.
Any claims for misprinted/damaged/defective items must be submitted within 14 days of receipt of the product. For packages lost in transit, all claims must be submitted no later than 21 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our supplier’s printing facility. You will be liable for additional shipping costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed – Shipments that go unclaimed are returned to our supplier’s printing facility and you will be liable for the shipping of the items back to yourself (if and as applicable).