Frequently asked questions
Our delivery service currently covers customers located in the United States, Canada, and Puerto Rico. Customers residing in other countries can access our dedicated international website to explore available shipping arrangements for their region. We work to prepare and dispatch orders submitted before 11:00 a.m. Pacific Time on the same business day. Orders received after this daily deadline, as well as purchases placed on weekends or public holidays, are generally handled on the following working day. Please be aware that major promotional campaigns, seasonal sales, unusually high order volumes, and warehouse closures may affect normal fulfillment schedules. During these periods, additional preparation time may be necessary, and we appreciate your understanding while our warehouse team processes incoming purchases.
When an order has been packed and handed over to the delivery carrier, a shipping confirmation will be sent to the email address provided during checkout. Customers can use the information in this notification to follow the progress of their shipment. For orders sent through express delivery within the United States, the usual estimated arrival period is three to six business days. Delivery estimates for alternative shipping services and destinations may differ. Further information about available delivery methods and expected transit periods can be found on our dedicated shipping information page.
All current orders are dispatched from our warehouse in the United States. As a result, customers receiving deliveries within the United States will not be charged additional import duties or customs taxes on their purchases. Canadian customers, however, may be responsible for applicable import duties, taxes, and other customs-related charges when their packages enter the country. The amount payable depends on local import regulations and may vary according to the declared value of the merchandise, the materials used in its production, and its country of manufacture. We recommend checking the customs requirements applicable to your location before completing a purchase so that you are aware of any potential additional expenses.
If a Canadian customer chooses not to pay the import charges required for delivery, the carrier may send the shipment back to our warehouse. In this situation, the return transportation costs charged to us will be deducted from the amount refunded to the customer. Original shipping fees are non-refundable. Customers should therefore consider any applicable customs obligations before placing an order or declining delivery.
Occasionally, a tracking page may indicate that a package has been delivered even though the recipient has not located it. Before reporting a missing shipment, please inspect the usual delivery areas around your property. These may include the mailbox, front entrance, parcel drop-off area, apartment lobby, shared mailroom, reception desk, building management office, or another secure location near your address. It may also be helpful to ask neighbours or other household members whether they accepted the parcel on your behalf. If these checks do not resolve the situation, contact the shipping carrier directly and request additional delivery information, including available delivery records or photographic proof. Should the package remain unaccounted for after you have spoken with the carrier, submit a request through our website contact page. Our customer care team can then review the matter and begin an appropriate investigation.
Customers who receive damaged merchandise or discover that an order has not arrived should contact us as soon as possible. For products that arrive damaged, notification must be provided within twelve hours of receipt. Please include the relevant order reference together with clear photographs of the affected merchandise and its packaging. These details help our team assess the condition of the shipment and determine the appropriate next steps. All deliveries are made under an authority-to-leave arrangement. This means the courier may place a package in a reasonably secure location at the delivery address if nobody is available to sign for it. Customers should take this arrangement into account when choosing a delivery location.
Most merchandise may be returned when it satisfies the conditions set out in our return policy. However, certain products are excluded from change-of-mind returns because of their nature, hygiene requirements, or purchase conditions. Electronic vouchers, store credit, gift cards, and products identified as final sale during checkout are not eligible for ordinary returns unless a product is defective. Underwear, lingerie, bodysuits, and clothing incorporating built-in undergarments are also excluded from change-of-mind returns. Swimwear, including matching sets and one-piece designs, cannot be returned if the original hygiene sticker has been removed or repositioned. Additional exclusions include T-string cut styles, merchandise that has been worn, products carrying perfume or smoke smells, items with body odour, stained or marked garments, and products returned without their original attached tags. If you are uncertain whether a particular purchase meets the eligibility requirements, please contact our support team before submitting a return application.
Eligible purchases may be submitted for a change-of-mind return within thirty days. Depending on the applicable return conditions, customers may choose between receiving store credit or a refund to their original payment method. All requests must be initiated through our online return portal. We do not currently provide direct product exchanges. Customers wishing to obtain another size, colour, or design should return their original purchase for an eligible refund or store credit and then place a separate order for the replacement item. Once the returned merchandise reaches our warehouse, the initial inspection and processing stage may take up to five business days.
Items purchased at a discounted price are generally eligible for return if they satisfy the standard return requirements. The exception is merchandise specifically designated as final sale at checkout, which cannot be returned unless it has a defect. Products purchased with promotional pricing or discount codes remain eligible within the thirty-day return period when they have not been marked final sale. Customers should review the product and checkout information carefully to confirm the applicable conditions before arranging a return.
If your order cannot be found in the return portal, enter the purchase reference and the email address used when placing the order. Both details are included in the original order confirmation message. Our order references generally begin with GIAUS and are followed by a sequence of numbers. If the portal still cannot identify your purchase, contact our customer care team and provide your full name, delivery address, or telephone number. Our representatives can use these details to search for the relevant transaction and help you continue with the return process.
Customers located in the United States can arrange eligible returns through our online portal and will receive a prepaid shipping label by email after submitting the request. Before sending anything back, confirm that the products correspond with the items listed in the return authorization. Merchandise must remain unworn, unwashed, and in its original condition, with all attached tags still in place. Place the items in their original I.AM.GIA pouch whenever possible, or use another suitable protective bag. Print the return label, attach it securely to the package, and make sure any previous shipping labels or barcodes are covered. The completed parcel can then be taken to a post office for shipment. Please retain the postage receipt as proof that the return was handed over to the carrier.
Customers returning purchases from Canada or Puerto Rico must also submit their requests through the return portal, but they are responsible for arranging and paying their own return postage. Include the original order reference inside the package so our warehouse can identify the shipment when it arrives. After handing the parcel to the post office or shipping provider, keep the postage documentation until the return has been fully processed.
Following delivery of a returned package to our warehouse, please allow up to ten business days for the return to be reviewed and the applicable refund or store credit to be issued. Processing may take longer during major sales, promotional campaigns, or other periods when the warehouse receives an unusually large number of packages. If tracking confirms that your return was delivered more than ten business days ago and you have not received an update, please contact customer care so that we can check its status.
Approved refunds are normally sent back to the payment method used for the original transaction. If a gift card was used to pay for the purchase, the refunded amount will be restored to that gift card. When an order was paid for using both a gift card and another payment method, the gift card portion is credited first. Any remaining refundable balance is then returned to the other payment source according to the original payment arrangement.
If you experience a problem with your purchase, please contact our customer care team promptly. Include your order number, a detailed explanation of the issue, and any relevant photographs or video recordings. Visual evidence can help our representatives understand the condition of the product and assess the problem more accurately. For damaged or defective merchandise, please provide the order reference, a description of the fault, and clear images showing the affected areas. Once the issue has been reviewed and the defect confirmed, we will explain the available resolution options, which may include a replacement, store credit, or refund. If the merchandise needs to be returned, our team will provide the relevant instructions. Claims should be submitted within a reasonable period after the issue is discovered. We cannot accept responsibility for deterioration or damage resulting from improper handling, misuse, or failure to follow the product’s care instructions.
Orders containing both pre-order merchandise and products that are already available in stock may be fulfilled in separate shipments. Available items will normally be dispatched first, while pre-ordered products will be sent once the relevant inventory becomes available. The expected availability information displayed on each product page serves as the current estimate. We cannot guarantee an exact dispatch date beyond the timeframe provided there, although we will make reasonable efforts to inform customers if a significant delay occurs.
After checkout, customers have a fifteen-minute period in which they may request changes to their order. Depending on availability and order status, permitted adjustments may include correcting the delivery address, adding products, selecting a faster shipping service, updating contact information, or applying an eligible promotional code. Once this fifteen-minute period has expired, we are unable to make further changes or cancel the purchase. Customers should therefore review their selections, delivery details, and payment information carefully before confirming checkout.
Unless a specific promotion states otherwise, only one discount or promotional code may be applied to an individual order. Gift cards may be used together with a valid discount code, but promotional codes cannot generally be combined with other offers, special bundles, or merchandise already sold at promotional prices. Customers should review the conditions attached to each offer before completing their purchase.
New customers can join our mailing list to receive a ten percent discount on their first purchase. Subscribers may also receive early announcements about upcoming product releases, special promotions, exclusive offers, and previews of future sales. Following successful registration, the welcome discount code should arrive in the subscriber’s email inbox within approximately thirty minutes. If the message does not appear, please check the spam or junk folder. Customers who still cannot locate the code may contact our support team and provide the email address used during registration so that we can verify the subscription.
Customers who require a tax invoice should wait until the shipping confirmation for their purchase has been received and then contact customer support with the relevant order information. Providing the correct purchase reference will help our team locate the transaction and assist with the invoice request.
Choosing the appropriate garment size is easier when customers review the detailed information provided on each product page. Product descriptions, fit recommendations, and fabric specifications offer useful guidance about the intended silhouette and how a particular design may feel when worn. Available details may include model measurements, full garment dimensions, the general fit of the style, and information about the stretch characteristics of the material. Customers who fall between two sizes may wish to consider selecting the smaller option when the fabric has a high degree of elasticity. Personal fit preferences should also be taken into consideration, as some shoppers prefer a closer-fitting silhouette while others may feel more comfortable in a relaxed shape.
Our complete sizing reference chart is available through the dedicated sizing page. It provides general measurement guidance to help customers compare available sizes, but it should not be treated as an exact fit guarantee for every individual product. Different cuts, materials, and garment constructions may affect the way a particular item fits. If you need additional assistance before purchasing, our customer care representatives can offer general sizing guidance based on the information available for the product.
We currently operate exclusively online and do not maintain physical retail stores. All collections and new product releases are available through our website, allowing customers to browse the latest selections without visiting a retail location. Online shoppers can explore new arrivals, review product descriptions, and arrange delivery to supported destinations. Our thirty-day return period provides an additional option for eligible purchases that do not meet expectations, while our customer service team can assist with general questions about sizing, garment fit, and styling.
Content creators and other professionals interested in working with our brand may submit partnership proposals or collaboration enquiries through our dedicated public relations email channel. Although we cannot guarantee an individual response to every submission, our team reviews incoming proposals and considers them according to their relevance and suitability.
Visitors can also register for email updates to receive a ten percent welcome discount on their first purchase, along with information about new collections and promotional opportunities. Please note that the website uses Google reCAPTCHA to help protect its online services against automated or abusive activity. Use of this feature is subject to Google’s Privacy Policy and Terms of Service.
Additional information and services are available through the website’s dedicated pages. These include press coverage, customer account settings, the contact portal, sizing information, shipping details, return guidelines, Afterpay information, digital gift vouchers, frequently asked questions, Terms and Conditions, the Privacy Policy, competition rules, VIP registration, and discount policy information. Customers are encouraged to consult the relevant page when seeking more detailed guidance about a particular service or requirement.
Our social media channels on Facebook, Instagram, and TikTok provide another way to follow brand announcements, product updates, new releases, and other news. Customers who prefer shopping through a mobile device can also explore our application, which is available through supported app stores. The app provides a fifteen percent discount on a customer’s first purchase made through the application, subject to the applicable offer conditions.
To make browsing more convenient for visitors in different regions, the website can identify a visitor’s approximate location and automatically display relevant regional settings where supported. These settings may affect the information, currency, or shopping options presented during a browsing session. Customers should review the displayed regional information before completing checkout to ensure that the selected delivery destination and available services match their requirements.