FAQ
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Orders & payments
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
The payment options available for your order are displayed at checkout. For purchase terms, see our Terms of Service.
WHY CAN'T I COMPLETE MY ORDER?
Check that your payment and billing information is correct. If the problem persists, contact your payment provider or email Client Services. Please do not send card details by email.
CAN I CANCEL OR MODIFY MY ORDER?
Contact Client Services as soon as possible with your order number and requested change. We may be able to accommodate changes before your order ships, but cannot modify an order once it is in transit. See our Shipping Policy and Return and Refund Policy for details.
WHY IS THE AMOUNT I PAID DIFFERENT FROM THE AMOUNT OF MY ORDER?
Check your order confirmation and any refund notifications. If you have a question about a charge, contact Client Services with your order number and the amount shown. Please do not send full card details.
WHERE CAN I REVIEW MY ORDER TOTAL?
Review the order summary at checkout before placing your order. For questions about an existing order total, contact Client Services.
WHAT IS A PRE-ORDER ITEM?
A pre-order lets you order an item ahead of availability. When a product is offered for pre-order, review its product page for the specific terms and estimated shipping date. Contact Client Services if you need clarification before ordering.
CAN I GET MY PURCHASE GIFT WRAPPED?
Contact Client Services before ordering to ask about available gifting options.
WHERE CAN I PURCHASE IMPERIA?
Shop directly at imperia.store. For questions about other retailers or a product's authenticity, contact Client Services.
Delivery
WHAT SHIPPING OPTIONS ARE AVAILABLE?
Available shipping options, charges and estimated delivery times are shown at checkout. Delivery estimates are not guarantees. See our Shipping Policy for details.
WHAT SHOULD I DO IF MY ORDER HAS NOT YET ARRIVED?
Check the tracking information in your shipping confirmation, if available, and verify your delivery address. If your order is delayed, contact Client Services with your order number so we can help.
ARE THERE ANY DELIVERY RESTRICTIONS?
See our Shipping Policy for shipping destinations. If you are unsure whether we can deliver to a particular address, contact Client Services before ordering.
HOW WILL MY ORDER BE PACKAGED?
For packaging details or a specific request, contact Client Services before placing your order.
WHAT DO I DO IF MY PACKAGE OR PRODUCT IS DAMAGED?
Please inspect your order on arrival and contact Client Services immediately if an item is damaged, defective or incorrect. Include your order number and photographs of the item and packaging where possible. See our Return and Refund Policy for details.
CAN I CHOOSE A DELIVERY DATE OR TIME?
Review the delivery options available at checkout. Contact Client Services before ordering if you need an item for a particular date.
DO HOLIDAYS AFFECT DELIVERY?
Contact Client Services if you have questions about dispatch or delivery around a holiday. Please consult our Shipping Policy before ordering.
Returns & exchanges
WHAT IS YOUR RETURN POLICY?
You have 14 days from delivery to request a return. Email info@imperia.store with your order number and the items you would like to return before sending anything back.
Items must be unworn or unused, with tags and in their original packaging, as described in our return instructions.
Return shipping is complimentary within the United States. For international change-of-mind returns, customers are responsible for return shipping costs, unless applicable law requires otherwise.
For eligibility, instructions and refund details, read our Return and Refund Policy. This guidance does not limit your rights under applicable law.
HOW DO I EXCHANGE AN ITEM I PURCHASED ONLINE?
Contact Client Services to ask about exchange options before returning your item. See our Return and Refund Policy for details.
HOW DO I ARRANGE RETURN SHIPPING?
Contact Client Services with your order number for return shipping instructions before sending your item back. US return shipping is complimentary. Customers are responsible for international change-of-mind return shipping costs, unless applicable law requires otherwise.
CAN I BE REFUNDED ON A DIFFERENT PAYMENT METHOD?
Approved refunds are made to the original payment method, unless otherwise stated in our Return and Refund Policy. Your bank or payment provider may need additional time to process and post the refund.
Account & newsletter
HOW DO I SIGN IN TO MY ACCOUNT?
Sign in to your account using your email address and the one-time verification code sent to your inbox. No password or password reset is required. If Sign in with Shop is offered, you can also use your Shop account.
For assistance, contact Client Services.
HOW DO I MODIFY OR DELETE MY ACCOUNT?
Sign in and open Profile to update your name, email address or shipping addresses. To request account deletion or help with your information, contact Client Services. See our Privacy Policy for details.
HOW DO I SIGN UP FOR THE NEWSLETTER?
Enter your email address in the newsletter field in the footer to subscribe to Imperia news and updates.
HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?
Use the unsubscribe link in a marketing email. For assistance, contact Client Services.
Authenticity & product care
HOW DO I CHECK A PRODUCT'S AUTHENTICITY?
For questions about a product or retailer, contact Client Services with the purchase details and relevant photographs.
HOW DO I REPORT A SUSPECTED COUNTERFEIT?
Email Client Services with the website or retailer details and relevant photographs or links.
HOW DO I CARE FOR MY IMPERIA PRODUCT?
Always follow the care label and instructions supplied with your item. Read our Product Care guide for general care and storage advice. For a particular material or finish, contact Client Services before using cleaning or conditioning products.
DO YOU SELL REPLACEMENT PARTS?
Contact Client Services with the product name and details of the part you need so we can advise on availability.