FAQ

Frequently Asked Questions

WHERE IS MY ORDER?

We aim to ship all orders within 24 hours (excluding weekends and public holidays).
Once your order has shipped, we will email you through a shipping confirmation and tracking number which you can also find by logging into your account. Use this tracking number to see where your order is!

HOW LONG WILL IT TAKE TO GET MY ORDER?

For Australian orders, Express orders will be received in 1-3 business days, and standard post within 2-10 business days.
New Zealand customers can expect to receive their order within 2-5 business days. For all other international orders, delivery times may be within 1-3 weeks.

HOW DO I RETURN AN ITEM?

You can return any (full priced) item within 30 days of purchase date. You can find all the information in the returns policy.
For full priced items we are able to either Exchange the size/colour of the item (where stock is available) or issue an online credit or refund for the returned item.

I RECEIVED A FAULTY/INCORRECT ITEM, WHAT DO I DO?

Please contact our Customer Care team as soon as you receive your order via orders@imperialclothing.com.au. Please include your order number, and any photos, relevant information regarding the issue so that we can fix this asap.

CAN I RETURN MY ONLINE PURCHASE IN STORE?

You will be able to return any full priced items in store for a store credit or exchange within 30 days of purchase date. Just make sure you bring your order confirmation email as proof of purchase. For more returns information, see the return policy.

I PUT THE WRONG INFORMATION AT CHECKOUT, HELP ME?

If your order is still processing, you can send our customer service team an email orders@imperialclothing.com.au and we can have this changed before it is dispatched.
If your order has already left our warehouse, we will need to wait for the parcel to be returned to sender before we can re-ship it to the correct address. Please contact us as soon as possible to advise us of your correct address so we can have this updated.
Please keep in mind it can take up to 10 business days (for domestic orders only) for your parcel to arrive back at our warehouse once it has been returned to sender.

I HAVE SENT BACK MY ITEM FOR RETURN, HAVE YOU RECEIVED IT?

All returns can take up to 5 days to process once received once your return has been processed by our team you will be sent an email confirmation.
We recommend using tracked postage for all returns to ensure you items arrive safe and sound with us.

CAN I RETURN AN ITEM BOUGHT USING AFTERPAY?

Yes. The same returns policy applies for all orders regardless of their payment method. For more information, please see the returns policy.