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Delivery & Returns

Shipping Details

Standard UK delivery is free for all orders over £150.
Royal Mail Delivery

All parcels dispatched via Royal Mail will be delivered Monday to Saturday and will require a signature upon delivery. Please kindly ensure that there will be someone to sign for the parcel at the delivery address. In the event no one is available to sign, Royal Mail will leave a card advising that they attempted to deliver your parcel. The card explains why they were unable to deliver, and tells you how to arrange redelivery or collection. Since a signature is required upon delivery, it is not possible to deliver to a PO box address.

Dependent on your local Postal Service and Customs Office, most orders usually arrive within 3 – 10 Business days. Please note all orders must be signed for at the delivery address. We aim to despatch all orders within 2 working days however this may vary at busy times of the year (Christmas and Holidays).

* All orders are shipped from the UK. 

* All orders require a signature upon receipt. 

* We are unable to amend or redirect orders once they have been processed. 


* Impero London are not responsible for any delays caused by adverse weather conditions or customs clearance processes. 


Delivery to the Republic of Ireland is a fixed cost of £15 per order. Please allow between 2 - 3 working days.

Taxes & Duties

All shipments outside the UK may be subject to import duties and taxes, which are levied once a shipment reaches your country. Payment of these is necessary to release your order from customs on arrival. 


Please note that you will need to take responsibility for any import duties in your own country.

We are unable to advise on the rates as they vary according to country.

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 7 days of receipt, we reserve the right not to process your return. The goods must be returned to us intact, unworn, undamaged and within 7 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.

Once your return has been received it will be processed within 10 days.

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.

Bespoke or Altered garments

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.

Refund

We offer a full refund on all online purchases returned in the condition in which they were sold within 7days, an exchange or gift card is issued when an item is retuned after 7 days.

Any items returned after 10 days will be refused and returned to you.

You have a legal obligation to take reasonable care of the Product(s) while they are in your possession so you are advised to return the Product(s) securely packaged by registered mail. You will receive a full refund of the price paid for the Product(s) in accordance with our refunds& returns policy.

We will usually refund you what you paid for the goods (but not the postage) except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.

We will refund any money received from you using the same method originally used by you to pay for your purchase.

Delivery charges are only refundable where the returned goods are faulty.

Returning your order

Ship your package via trusted, recorded mail as we will not accept responsibility for goods lost in transit.

We reserve the right to refuse returns if the aforementioned procedure is not followed and we emphasise that the time limits are strict.

In the case of goods that are faulty you retain your Statutory Consumer rights as afforded to you under UK law at the point of sale. If you feel the goods are faulty then we require you to log on to your account and follow the procedure for returning goods as above stated. If you have overrun your time period for returning goods please email info@imperolondon.co.uk and we will contact you.

Where you say the goods are faulty we will not accept as faults, fair wear and tear to the goods or where they have been handled negligently by you or damaged after delivery.

Delivery costs are not refundable unless the goods are found to be faulty.

We reserve the right to refuse returns if our returns policy is not followed.

Please send returns to:

Impero London Ltd
9 Huntingdon Estate
Ebor St
London
E1 6JU

DAMAGED GOODS

If you should receive an item that is not in perfect condition or was damaged in shipping, please immediately notify us by emailing info@imperolondon.co.uk