RETURNS AND REFUNDS
Items can be returned within 14 days from the delivery of your order.
To request your return, please fill in the online Return Form found at imperialonlinestore.com/returns .
After completing the form and receiving a Return Authorisation Number from our team, please contact our customer service department at firstname.lastname@example.org to receive the return shipping address and further instructions. We kindly remind you that the cost of return shipping will be at your expense.
If you chose In-Store Pick Up as your delivery option, you may also return your parcel at the Imperial Interiors showroom within 14 days from pick up.
Please prepare the items you intend to return in the original order box. Kindly ensure that they have all their packaging materials and accessories, that the security tag and seal are intact, and that the return box is safely closed before giving it to the courier.
Please note that we cannot offer product exchanges.
Before requesting a return please make sure that the products you intend to return comply with the following conditions, in accordance with our terms of sale:
- Please return the product in accordance with the return policy indicated on this website and within 14 days of its delivery
- We cannot accept returns nor offer exchanges for products purchased from our showroom
- Please be advised that any shipping costs incurred for returning the product will be borne by the customer
- Please make sure to keep a copy of the invoice until return procedures are completed (as it will be required in the event of loss during transit, etc.)
- We cannot offer replacements or exchange
- We cannot re-ship a product that has been returned
- Please e-mail Customer Service at email@example.com regarding the address to return products to and the method to be followed
- The products must be in their unused original condition, with all tags and the security seal still attached and any special packaging and accessories included.
- Incomplete, damaged, worn or altered items cannot be accepted
- The return must be requested and shipped back within 14 days from delivery of the order
- The parcel can only be returned from the United States
- The products must have been purchased online on imperialonlinestore.com and not in the Imperial Interiors showroom
- Orders placed with In-Store Pick Up delivery can be returned either through the courier or by taking the items to the Imperial Interiors showroom where they were collected
Gift items can be returned by contacting the person who sent you the gift or, if you prefer, through our Customer Service department.
Once we have received the returned items, we will verify their integrity before accepting your return. Please consider this may take up to 3 - 5 days after delivery.
The refund will be issued quickly after the return has been accepted; we will refund you directly on the credit card entered online.
You will receive an email confirming the credit has been successfully issued and the total refunded sum, which will correspond to the full price of the items returned.