FAQ - Frequently Asked Questions
How do I track the status of my delivery?
Directly on the website www.imperialfashion.com in the “My orders” section, or by consulting the tracking number sent via email during the order confirmation process.
Find out more in our SHIPPING section..
Where do you ship?
We currently ship to ITALY, CROATIA, GREECE, CZECH REPUBLIC, HUNGARY, POLAND, ROMANIA, SLOVAKIA, SLOVENIA, UK, IRELAND, FINLAND, DENMARK,
While buying, make sure you are surfing the correct website: if you are in Hungary but are browsing IMPERIAL ITALY you will not be able to complete the order. In this case you should select IMPERIAL HUNGARY in the footer.
Why has my order not arrived yet?
Has the expected delivery date passed and you have not received your order yet?
Before contacting us Imperial make sure you have:
• Tracked the progress of your package using the link which was sent with the shipping confirmation email.
• Logged in and checked that the delivery address and your contact information are correct. Imperial make sure that the name on the intercom (if different from your own) is shown on the delivery address.
• Checked that the courier has not left a notice of passage. Your order may be found in the courier office ready to be picked up or the courier could be waiting on being contacted to organize the redelivery.
• Asked your neighbours if they collected the package in your name.
If you have already done all of this but you still have not received news about your package, contact our Customer Service [link to the customer service page]. We will do our best to assist you.
What is the return policy?
You have up to 14 days from the receipt of the order to ask to return your order.
It is possible to ask for a free pick up service, and a courier will pick up the package containing the articles you wish to return.
If you prefer, you can also deliver the package to the closest UPS Access Point to you.
Find out more in the SHIPPING section.
My postage and packaging was not refunded
When an order (or part of one) is returned, we refund the cost of the articles and not the delivery charges, unless the whole order contains defects.
I was refunded an incorrect amount
If we made a mistake in the refund, we are sorry for the inconvenience.
We ask that you consider that the refund can be affected by:
• The delivery costs, refundable solely in the case of damaged or incorrect goods.
• Promotions applied at the moment of the sale, which could not be applied anymore.
In case of questions, contact our Customer Services and someone will contact you as soon as possible.
Have you received the products I returned?
Imperial note that it can take up to 15 working days (weekends and holidays excluded) until your return reaches our warehouse.
Once received, we will send you an email within 3 working days to confirm the refund. We will credit the amount of your refund to the same credit card/PayPal account used for the purchase.
The amount will appear in your account in 5-10 working days.
You will be informed via email when the package arrives in our warehouse, thus marking the beginning of the refund procedure. This will all begin after checking that the products returned are new and are in compliance with our sales conditions.
In the unlikely event that you do not receive an email within 15 working day (excluding weekends and holidays) we ask that you contact Customer Services
Imperial give us your order number, which products you returned and any other useful information (for example, the tracking number) when you contact us: this will allow us to assist you as quickly as possible.
What are the times and methods for refunds?
After our staff receive the return and check the integrity of the products, the refund process will begin and you will be notified via email. The conclusion of this procedure will be within 14 working days from the receipt of the return, by means of the provision of a credit, equal to the value of the products returned, to your credit card.
Can I change my order?
No, it is not possible to change a completed order. In case you bought the wrong item, you can contact us by writing an email to customercare@Imperialfashion.com or by calling our Customer Services.
How do I act for an incomplete order or damaged product?
Write to us at customercare@Imperialfashion.com giving us you order number and the codes of the missing products or of the damaged item. In this last case the procedure is the same as that of the return.
Are the credit card payments secure?
We guarantee that every purchase is made in complete security by using the most advanced systems of data cryptography.
Are the colours of the photographed products exactly the real colours?
The presets of our photo shoots assure a real representation of the item's colour. However as the screens on devices vary, we cannot guarantee that the colour seen on your screen is perfectly identical to that of the garment.
I paid by credit card, I saw the “congratulations” page but I did not receive a confirmation email. What do I do?
If you can't find the confirmation email, try looking for it in the "spam" and "undesired mail" folders: if this is the first time you make a purchase on Imperial, some providers might label our confirmation email as spam. If the confirmation email is not even in the spam folder, do not repeat the purchasing process, but instead write immediately at customercare@Imperialfashion.com: we will contact you as soon as possible to confirm that we correctly received your order.
I have started a return, but the card I used is no longer active.
Has the card you used for your order been lost/stolen or deactivated? Do not worry, if the account connected to your card is still open we will be able to complete your refund.
We cannot refund the value of your order to another card.
If your refund is not visible after 10 working days from the confirmation of credit, contact our Customer Services
The product I want is out of stock, will you restock?
At the moment we have no way of confirming if and when a specific article will return to stock. We suggest that you click on the “INFORM ME” icon on the desired product: you will be informed via email when the product returns to our stock. Alternatively we invite you to monitor our New Arrivals, you could possibly find an article similar to the one you are looking for!
Is a size guide available?
To ensure that the garments bought fit you perfectly, we have a size guide available on the pages of the majority of the items on the website. Alternatively, you can look at the size guide.
How do I search for a product?
Do you know what you are looking for? In this case, insert the product code into the search box at the top of the website and click on the magnifying glass.
Alternatively, you can look at the available products by selecting a category from the drop-down menu. You can then filter the search by selection the type of product, the size, the colour and the price from the options listed on the left hand side of the page.
Do I have to pay for requesting a return?
The return of every order is free in Italy.
I have placed a number of products in the basket… are they reserved?
Yes, if you are registered on the website your products will be saved for 1 day.
On some of the pages on the website the message “cookies disabled” appear… what do I do?
How can I be sure that I have completed my purchase correctly?
Once you have completed the order you will receive a confirmation message to your email address, if you do not receive the email correctly check the spam and undesired mail folders.
You will also be able to see all orders you placed in the MY ORDERS section of your personal account. If you do not see your order, contact our Customer Services
Is it possible to cancel an order?
No, once you have completed an order it is not possible to change it. However if you decide to cancel your order and you are still in time to do so, contact our Customer Services
I received an incorrect article
If you have received an incorrect article we are sorry for the inconvenience.
If you wish a refund we ask that you return the item. Imperial follow the instructions for returns.
If you wish a replacement, contact Customer Services to know all the details.
I received a damaged product
We are sorry that you received a damaged product and we wish to help you resolve the problem as quickly as possible.
Contact Customer Services as soon as you discover the defect and give as many details as possible (order number, which article is defective, what the defect is, etc.). Remember to select your preference between a refund or replacement (in both cases there will not be any added costs).
A member of Customer Service will find a solution and respond to your request as soon as possible.
An item is missing from my order
It is possible that your order was set in various packages, which means you could receive several deliveries on different days.
If you have checked and something is missing, contact Customer Services we will try to resolve this as quickly as possible.
Can I modify an order?
It is not possible to make any type of change once an order is completed. This includes changing the type of delivery selected, the delivery address, the payment method or the items purchased.
How can I recover my forgotten password?
To recover a forgotten password, you have to insert the email address used to register and click on the “password forgotten” link you can find in the Account section.
When will the amount spent be charged?
If the card is authorized, the payment will be charged as soon as the order is confirmed and you will receive email notification.
If the card is denied, the payment will not be charged and you will receive automatic notification of the denied process.
I would like to close my Imperial account, how can I do this?
To close your Imperial account contact our Customer Service confirming:
• Your name and surname
• Your date of birth
• The billing address
• The email address registered to your account
We will deactivate your account and we will send you an email confirming the deactivation.
If you should change your mind in the future and you wish to shop on Imperial again, all you will have to do is register again.
How do I cancel the subscription to the newsletter?
If you no longer wish to receive Imperial newsletters you can cancel your subscription by following one of the following options:
Click on “UNSUBSCRIBE” at the bottom of one of our newsletters.
After a few minutes, you will receive an email to the same address all the information needed to log in again.