Returns Policy:
Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will happily offer you a full refund or exchange.
Please read carefully our return policy to ensure you can proceed with your request as quick as possible.
If you are not completely satisfied with your purchase, simply return the goods to the returns address within 7 days of receipt and we will issue you a full refund.
Goods must be returned in their original unworn condition and with all packaging and tags still attached. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags. We will not accept returns for any non-faulty items or items that have been worn and tags removed. Upon receipt of an order, if any item has been received with no tags, customers should notify us by email to info@imperolondon.co.uk on the day of delivery if they wish to return the item.
All goods are your responsibility once in your possession, so please handle all goods with extreme care and ensure that you return the package by recorded delivery as well as retaining your proof of postage. If the goods do not reach us within 14 days of receipt, we reserve the right not to process your return. The goods must be returned to us intact, unworn, undamaged and within 14 days of receipt of goods.
When trying on items of clothing, please ensure not use unnecessary force and ensure you are not wearing make-up, perfume, aftershave or a deodorant which may leave a scent or mark on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.
Exchange:
Where you and we agree that an exchange of goods is appropriate, we reserve the right to charge you our costs for posting the exchange goods to you. Similarly, where the goods are returned to us as undelivered by your postal service, and we agree to re-send them to you, you will have to pay the additional postage costs.
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Bespoke Policy:
In the highly unlikely event, we unfortunately do not offer refunds on bespoke or custom made items. Although we will do everything within our means to ensure the garment is nothing less than perfect for you.
Under the United Kingdom’s Distance Selling Regulations any item that is custom-made, altered, can neither be returned nor refunded, and the standard 7 day refund policy does not apply. This does not affect your statutory rights and does not apply to faulty goods.
