FAQ

How to place an order on the site?

To place an order, follow these simple steps:

  1. Browse our collections and add the items of your choice to your cart by selecting the size that suits you and the desired quantity.

  2. Once you've finished shopping, click the shopping cart icon in the top right and select "Checkout."

  3. Log in to your account or checkout as a guest by filling in your shipping information.

  4. Choose your delivery and payment method, then confirm your order.

You will receive a confirmation email once your order has been processed.

Your order is in payment error

Your order appears as a "payment error" on our site. Don't worry, it has not been registered and you have not been charged.

This can come from:

  • Your card numbers were entered incorrectly.
  • Your card validity has expired
  • A payment limit has been reached on your account/card
  • The code received from your bank has expired (3DS)
  • Your bank refuses or suspects a fraudulent payment (contact your bank for more information).

In this case, we invite you to try a new payment with a different card.

It is possible that our payment module displays a "Duplicate Payment". This is a security measure from our bank!

We then advise you to: empty your basket, log out of your account and try the operation again!

A product is missing from my order or the model received is not the correct one

We sincerely apologize for this mistake on our part!

We do our best to ensure that this kind of inconvenience does not occur, but we are never safe from mistakes.

In these cases of product error or product missing from your package, write to us at Itimagineshop@gmail.com indicating your order number, also add a photo of the product received in error.

We will then find a solution to this situation together.

I wish to cancel my order

If your order has not yet been shipped, you can write to us at Itimagineshop@gmail.com ! We will cancel your order and refund you immediately.

If your order has already been shipped, unfortunately we will not be able to cancel it. You will be able to make a free return upon receipt!

Please note that during busy periods, we will only be able to cancel your order if the printing, embroidery and screen printing on the products have not been done.

How do I maintain my products?

To ensure our products last, there are a few tips to follow.

For all our cotton products, we recommend washing them at 30° maximum and turning them inside out in the machine! This helps preserve the brightness of the colours. When it comes to spinning, we recommend not exceeding 800 rpm.

My package is marked as delivered but I haven't received anything

It may happen that the tracking indicates that your package has been delivered when you have not yet received it. In this case, first check with your neighbors or the caretaker of your building, it is possible that the delivery person left the package with a trusted person. If despite everything you do not find your package, contact our customer service at Itimagineshop@gmail.com with your order number. We will take care of the claim with the carrier and will make sure to resend your order or reimburse you in the event of proven loss.