FAQs
Frequently Asked Questions (FAQ)
Welcome to the FAQ page of Imperial. Below you'll find answers to some of the most common questions. Should you require further assistance, feel free to contact us.
1. How can I contact Imperial?
You can reach us via email at shop.luxuryimperial@gmail.com. Our customer service team is dedicated to assisting you with any inquiries or concerns.
2. Do you ship worldwide?
Yes, we offer worldwide shipping to ensure that our high-quality fashion reaches you, no matter where you are.
3. Where do you ship from?
All orders are processed and shipped from our warehouse located in HongKong.
4. Can I change or cancel my order?
We aim to process orders as quickly as possible. If you wish to modify or cancel your order, please contact us within 12 hours of placing the order. After this period, changes or cancellations cannot be processed. However, you can return the item for a full refund once you have received it.
5. What payment methods do you accept?
We accept major credit cards, including VISA and MasterCard, as well as PayPal for secure and convenient payments.
6. When will my order be processed?
Orders are processed Monday through Friday, excluding public holidays. Please allow for extra processing time during peak periods such as holidays or sales events. Orders are typically processed within 1-3 business days, and shipping occurs the following business day. Please note that we do not ship on weekends.
7. How long will it take to receive my order?
Depending on your location, orders may take between 2-4 weeks to arrive. Delivery times may vary depending on the destination and local shipping carriers.
8. What should I do if I haven't received my order?
If your order has not arrived within 30 days after shipping, please contact us at shop.luxuryimperial@gmail.com to initiate a full refund.
9. Will I be charged customs or taxes on my order?
The prices displayed on our website include taxes, and all transactions are processed in Euros. Import taxes, customs duties, and related fees may be applicable upon arrival in your country. These charges are determined by your local customs office and are your responsibility. We are not liable for any delays caused by customs processing. For more information, please contact your local customs office.
10. How do I return an item?
To initiate a return, please contact us at shop.luxuryimperial@gmail.com. We will provide you with the necessary instructions to return your item.
11. What if the item(s) I received are defective, incorrect, or damaged?
If you receive incorrect, damaged, or defective merchandise, please contact us immediately at shop.luxuryimperial@gmail.com. Kindly provide your order number, clear photographs of the items, and any relevant details so we can resolve the issue as swiftly as possible.
12. When will I receive my refund?
Refunds will be issued to your original payment method. If you paid by credit or debit card, please allow 7-10 business days for the refund to be processed by the bank. If you do not see the credit on your statement within this time frame, please contact your card-issuing bank for more details. Refunds for returns will be processed as quickly as possible.
Should you have any further questions or require additional assistance, please do not hesitate to contact us. We are committed to providing the best service possible.
Thank you for choosing Imperial!
The Imperial Team
Email: shop.luxuryimperial@gmail.com