Returns and Exchanges.

The window

You have thirty days from the day your parcel is delivered, not from the day you ordered, to tell us something is wrong with it. That is deliberate: a parcel that took a week to reach you should not eat a week of your thirty days.

What we can take back

Two things, and it is worth being plain about which: a piece that is faulty, and a piece that is not the one you ordered.

• The wrong size or the wrong design in the parcel. Ours to put right, whatever the reason we got it wrong.
• A fault in the piece itself. A flaw in the print, a seam that has gone, a hole, damage that happened before it reached you.
• Unworn and unwashed, with the tags still on and in the state it arrived in. A piece that has been out once cannot go to somebody else.
• No perfume, no smoke, no deodorant marks, no pet hair. These make a piece unsellable even when it has genuinely only been tried on.

What we cannot take back

• The piece you ordered, correctly sent. A change of mind, or a size you chose and then wanted a different one, is not something we can take back. The reasons are under Exchanges below.
• A piece that has been worn, washed or altered.
• Anything damaged after it reached you, including print that has cracked from a hot wash or a dryer.
• Anything raised after the thirty days.
• Pieces bought on a final sale, when one is running. It will say so on the product page, and if it does not say so, it is not final sale.

Exchanges

Exchanges are for our mistakes, not for changes of mind. If we packed the wrong size or the wrong design, that is ours to put right: send us a photograph of what arrived and we will exchange it and cover the shipping both ways.

If the piece that arrived is the piece you ordered, we cannot exchange it. Ordering a medium and wanting a large, or ordering one design and preferring another, is not something we can take back. That is stricter than a lot of shops, so it is worth saying why rather than leaving you to find out afterwards.

• Every piece is made in a run of a few dozen. One that comes back has usually already sold through, so it cannot go to the next person waiting for it, and the size you wanted has usually gone as well.
• The size guide is measured from the garments themselves rather than copied from a supplier's chart. Lay a shirt you already own flat, measure it, and compare. It takes two minutes and it is the whole difference.
• If you are between sizes or unsure, ask before you order rather than after. We would far rather answer a question than turn down a return.

None of this touches a piece that is faulty. A flaw in the print or the stitching, a seam that has gone, damage in transit: that is a fault rather than a preference, and it is covered below whatever the reason you noticed it.

Who pays for the return

If the fault is ours, we pay. A piece that arrived with a flaw, a print that is wrong, a size that is not what the label says, the wrong item in the parcel: send us a photograph and we will cover the shipping both ways and sort it out.

If the fault is not ours, there is nothing to send back. A change of mind and a size chosen against the chart are not returns we accept, so the question of who pays the shipping does not arise. Being straight about that before you order is fairer than being vague and arguing about it afterwards.

The size guide has every measurement for every shape we make. Two minutes with it saves the most common return there is.

How to start one

Message us with your order number and a photograph of the piece, and we will tell you where to send it. Do not send anything back before you have heard from us, because a parcel that arrives unannounced is a parcel we cannot match to an order.

Once the piece is back with us and checked, a refund goes to the same account the payment came from. Everything here is a prepaid transfer, so there is no card to reverse and no waiting on a bank to release a hold.

None of this takes away your rights under Philippine consumer law. Where the two disagree, the law wins.

Made in small runs

Worth saying once, because it explains most of the above. Imperium Lifestyle cuts, sews and prints in Cebu City in runs of a few dozen. There is no warehouse behind this and no second print waiting. That is why a size that is gone is gone, and why the size guide matters more here than it does at a brand that can send you another one from a distribution centre.