FAQ

Imperia.store accepts the following payment methods: Credit Card: Visa, MasterCard, American Express, Discover. Your credit card will be charged at the time of shipment. A temporary hold will be placed on your credit card for the full amount when you place your order. Once we have verified your card details and received credit authorization, we will prepare your order for shipping and charge the full amount. If for any reason, the temporary hold on your credit card fails or expires, we will contact you via email to reprocess the payment. Imperia.store features a Fast Checkout option, allowing you to securely save your credit card details so that you do not have to re-enter them for future purchases. Apple Pay: Shop easily without having to manually enter your credit card details or other personal information on the website. You will be charged once the items are shipped. PayPal: Shop easily online without having to enter your credit card details on the website. Your account will be charged once the items are shipped. To register for a PayPal account, visit paypal.com. Please note PayPal is not offered as a payment option for Pre-Orders. For more details, please visit our Terms of Service.

Verify that you have correctly entered your payment information. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer. If your financial institution is unable to resolve the matter, you may contact Client Services for further assistance.

If you are a registered customer, you can cancel any order within 30 minutes of placing it by going to the "My Orders" section of your account. After this 30-minute period, or if you have checked out as a guest, we will not be able to cancel or modify your order. We ask that you return the package to us after it has been delivered, as indicated in our Return Policy.

The amount paid is lower when, at the time the order is dispatched, one or more of the items is not available. The amount charged will correspond to the value of the items that were shipped. When more than one product is ordered, products may ship at different times depending on stock’s location (i.e., warehouse, stores, etc.). You may see separate charges on your bank statement in this case.

Sales tax is applied to your order in accordance with individual state and local regulations depending on the shipping address and location of any Imperia retail stores, company establishments or partners located in that state. An estimated tax charge is added to your order during the checkout process, and the exact charges will be calculated automatically upon order shipment based on the shipping address zip code. The final amount taxed will be equal to or less than the Estimated Sales Tax and will be indicated on your completed order invoice.

Pre-Order items are products from the most recent collection that can be reserved in advance within a limited timeframe. When purchasing a Pre-Order item, you will be among the first to reserve a product in your preferred style and size. The expected shipping date for Pre-Order items will be clearly noted on the product page. This date is only an estimate and is subject to change. Please note, Pre-Ordered items are not guaranteed. If for any reason we are not able to fulfill your Pre-Order, we will refund you the full amount of the Pre-Order. You may always return an item or cancel your Pre-Order based on our online return policy, and you will only be charged at the time of shipment. For updates regarding your Pre-Order, please contact us.

All of our orders are delivered in a branded box or envelope. By selecting the gift option, the branded box will be wrapped in ribbon. You may include a personalized message. To avoid delays with your order, please avoid inappropriate language and profanities.

Imperia only offers its merchandise for sale through the following limited methods of distribution: 1) Imperia stores 2) Authorized department stores and their websites 3) Authorized specialty stores 4) Online Authorized Retailers 5) On the internet at Imperia.com Imperia does not offer its merchandise for sale through individuals, street vendors, unauthorized retail locations or unauthorized websites. To protect its valuable brand and loyal customers, Imperia reserves the right to refuse the sale of Imperia products to individuals engaging in reselling or transshipping activities. Please contact us to report counterfeiters and unauthorized distributors of Imperia merchandise. For any questions on additional retailers or about the authenticity of products, please contact our Client Services.

Reduced Carbon Delivery: Free for all orders. Orders placed by 4pm ET Monday - Friday will deliver in 1-5 business days with the least impact on the environment. Standard Delivery: Free for all orders. Orders placed by 4pm ET Monday - Friday will deliver in 1-7 business days. Most orders deliver in 1-3 business days. Items transferred from Europe can take up to 7 business days. Pre-order deliveries may vary. Next Business Day Delivery: $20; Free for orders $3,000 and above. Orders placed by 12:30pm ET Monday - Friday deliver the following business day. Exclusions apply. Orders are processed and shipped via USPS Monday to Friday when placed by cutoff time or the following business day when placed after cutoff. Some orders may require additional validation that can take 24-36 hours, which may delay delivery. For orders with two or more items, items may ship separately. Carrier will make 3 delivery attempts before returning the shipment to our warehouse. Adult signature is required on all shipments.

If your order has not been delivered within the estimated timeframe, we recommend: – Checking your order status here – Checking that the delivery address is correct – Contact us and we will be happy to assist you

Currently, we are unable to ship orders to the following locations: – P.O. Boxes – U.S. territories including Guam – Freight forwarding companies – Military Bases Orders made to any of these addresses will be cancelled. The country of your delivery address must match the Imperia.store locale used to place your order. For example, orders placed on the US version of Imperia.store, must ship within the United States and cannot ship to another country. Orders made from a website different from the delivery country will be automatically cancelled. Please select the correct website for your order in the right-hand corner of every page.

All orders will be shipped in a secure, unbranded cardboard box. Inside the parcel, your order will come in Imperia branded packaging. All paper and cardboard used for Imperia ecommerce packaging are FSC (Forest Stewardship Council) certified and contain between 40% and 50% of post-consumer waste fibers. Our garment bags are made of recycled polyester and our flannels are made of GOTS (Global Organic Textile Standard) certified cotton. Our stationery is printed on FSC paper with vegetable inks.

If your package or product arrives damaged, please contact us within 3 days of delivery. In the case of damage to any outer packaging, you should accept the package with reservations and sign the receipt on the day of delivery. Under the signature, mention the reason for your reservation(s) (i.e. "damaged package", "crushed box", "open box", "wet box", etc.). Then proceed with contacting our Client Services Team, including photographs of the parcel with its damages. In the case of missing contents or damaged contents, proceed with contacting our client services team, including photographs of the missing or damaged contents. For orders with two or more items, items may ship separately.

Unfortunately, it is not possible to choose a specific date and time.

Our warehouse will be closed on: January 1st 28th November 25th December Please plan accordingly as orders will not be shipped out on these dates. All orders are processed automatically and we are unable to expedite or delay shipping times.

You may return your Imperia.store order for a refund or exchange. Return merchandise must be postmarked or returned to a imperia store within 30 days from the date of delivery, provided that the item is eligible. Please use the guide below or reference the product page for more information on return eligibility. Return Eligibility: - Items must be unused and in sellable condition, with all original tags, accessories and instruction booklets attached. - Items that have been damaged, soiled or altered will not be accepted for return. - Due to the intimate nature of masks, swimwear, tights, underwear, and lingerie, these products are not eligible for return. - Shoe outsoles can be fragile. They must be unmarked and in their original condition. To avoid any damage, we recommend trying shoes on a clean, carpeted surface. - Eyewear cannot be returned after frames have been fitted with prescription or replacement lenses. - Personalized and made-to-order items are not eligible for return. - Order shipped to a U.S. address must be returned to a imperia U.S. store or postmarked from within the U.S. - Returns and exchanges cannot be accommodated outside of the country of purchase. Returns by Mail: 1) Enter your email address and the order number on the dedicated Returns page 2) Select the product(s) you wish to return and the reason for the return 3) Locate or request a pre-paid return label and affix it to the parcel. imperia is not responsible for merchandise returned using any method other than our pre-paid label. 4) Drop off the parcel at any USPS drop-off location or schedule a USPS pickup Returns to Store: Online purchases can be returned in imperia free-standing stores (no department stores or wholesale distributors). Stores may not be able to issue an immediate refund, so please allow up to 10 business days for your refund to be processed. Upon reception, your return will be processed within 3 to 7 working days and you will receive a confirmation email at that time. You can check the status of your return at any time in your account or by contacting Client Services. Exchanges: For online purchases, exchanges may be done on an item's size only by contacting Client Services. IN STORE PURCHASES In-store purchases do not adhere to the same return policy as online purchases. In-store purchases can be returned to any Imperia free-standing store (no department stores or wholesale distributors) for merchandise credit only within 30 days of purchase. Items must meet all return eligibility criteria mentioned above. Please inquire with your local store for more information.

Imperia.com accepts product exchanges up to 30 days from the date of delivery, provided that the item is in its original condition & packaging. Your exchange must be postmarked within the 30-day window in order to be processed. For more information on product eligibility, please reference our return policy or the product page of the item(s) you are looking to exchange. Exchanges cannot be accommodated outside of the country of purchase. For online purchases, exchanges may be done on an item's size only by contacting Client Services.

If you have lost your prepaid return label, please contact us. We will be pleased to assist you. Please note Imperia is not responsible for merchandise returned using any method other than our pre-paid label.

We cannot refund a payment method that is different from the one used for the purchase. If you used a prepaid card to purchase your order, Imperia has no control over the timing of the reimbursement, any fees incurred, or payment processing time. These banking institutions reserve the right to process these transactions at their discretion. Please contact the institution that issued your prepaid card to obtain further information or assistance.

If you forgot your password, click on the "Forgot your password?" link on the Login page and follow the procedure to change it. For further assistance, contact us. We will be happy to assist you.

If you want to modify or delete your Account, please contact us.

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Imperia products are crafted with the highest-quality materials, design and workmanship. Imperia guarantees the authenticity of all products purchased through Imperia.store, Imperia stores, and other authorized retailers. All Imperia products are individually controlled for quality by Imperia's specialists. For a list of authorized retailers, please reference the ‘Orders & Payments’ section of our FAQ under ‘Where Can I Purchase Imperia?’ or contact Client Services.

Imperia takes counterfeiting very seriously and takes legal action against any persons, stores, or websites that sell Imperia counterfeit products. Counterfeiting is selling knockoff or imitation products as genuine Imperia goods. – Counterfeit Imperia products are typically of poor quality and lack the details and workmanship that make each Imperia product high-quality. – Counterfeiting has been linked to organized crime, child labor, and terrorism.

All Imperia leather products have unique qualities. A special treatment has been developed to maintain the soft hand of the leather, giving it a distinctive vintage appearance. For the best possible care of a product, Imperia recommends protecting it from water and direct sources of heat and light. Imperia also recommends cleaning the article with a dry flannel cloth and storing it in its dust bag. For Imperia ready-to-wear pieces, Imperia recommends dry cleaning, unless otherwise instructed on the care label inside the garment.

Replacement parts are not available online but may be purchased at Imperia stores. Please contact your local store for availability of replacement parts.