IMKOLOR FAQs

1.How to write a review?


You can write reviews on the products after you receive the order.
Please follow the steps below to review:

  • Locate the order in "My orders"
  • Click the "Review" button to leave a review of the item(s) you've purchased

 

2. Can I change or modify my order?


Modifying shipping address:

  • For unshipped orders, you can click edit your shipping address via "My Orders".
  • For already shipped orders, the shipping address CANNOT be changed.

Changing sizes:

  • For unpaid orders, you need to cancel the order in "My Orders" and place a new one with the correct size.
  • For paid but unshipped orders, you may contact our customer service for changing sizes.
  • For shipped orders, the size cannot be edited. We recommend that you apply for a return after you receive the order.

 

3. Can I cancel my order?


At this time, you may only cancel an order if the order has not been shipped/assigned a tracking number. Please locate the order under 'My orders' and click 'Cancel'.

If your order has been shipped/assigned a tracking number, we are not able to accommodate cancellations. Please utilise our Returns process and you will be provided with a return label for your order. Once the returned package is received and processed at our facility, you will be refunded for the order.

4. Why didn't I get an email about my order being shipped?


It would be better to check the order status via “My orders” first to see whether your order is shipped out. Normally, an email will be sent to you after the order is shipped out. It contains a tracking number and tracking link. We recommend checking your Junk/Spam mail folder as well.

5. Will I be responsible for any customs or duty fees?


There is no customs fee for orders shipping to the United Kingdom.

6. Why was my package returned?


There are multiple possible reasons:

  • Wrong or incomplete address
  • Invalid phone number
  • Unable to deliver

Please go to "Track" under "My Orders" to find the tracking number first and contact the shipping company for more information. You may also contact our Customer Service for further help.

7. How long will the order take to arrive?


Orders will usually take between 7-14 working days to arrive to you, but we have different shipping methods, for this reason, they take different times for shipping, don't worry we will be monitoring your order until we are notified that you have received it. Before the order is shipped out, they all need 1-3 business days for processing. Please note the following shipping formula we use:


Delivery time= Processing time + Shipping time

8. Why is the Royal Mail tracking invalid?


If your orders are shipped from our Asian or any other warehouse outside the UK, it needs to arrive in the UK by plane first. Then, Royal Mail picks up parcels from the airport, tracking will be then updated. Please give some time for the courier to update the latest tracking info after reaching next station.

9. Are all items returnable?


The following items cannot be returned or exchanged: bodysuits, swimming costumes, lingerie, underwear and jewellery. 

 

10. What do I do if I receive a defective item?


We want to sort out any issues with wrong/defective/stained items straightaway.
As soon as you discover a wrong/defective/stained item, please contact our Customer Service with:

1) The order number

2) The item's name or SKU number or pictures

3) A description of the problems and some clear pictures

We'll get back to you as soon as we can.

11. How can I return items?


Please do NOT return your order to our head office London address, doing so may delay the refund as we will be unable  to receive the shipment or it may be misplaced. See our Returns Policy.

12. I placed an order but I forgot to use a voucher, can I add it now?


Apologise for this inconvenience, we cannot add vouchers to orders that have already been placed. Maybe you can save this code for your next purchase. You can also cancel the current order then place a new order with the code or points.

Note:

  • Some items might be sold out in the re-purchase procedure.
  • Every voucher has an expiration date.

 

13. Where are your products sent from?

IMKOLOR has several international warehouses based in Asia, America, Europe and the Middle East. Our team ensures your order is being processed as quickly as possible. Your order will be dispatched from the nearest warehouse when possible.

 

14. How do I choose my size? 

Please take a moment to check the dimensions of the item as they vary slightly from style to style and are manufactured by different companies in different countries. You will usually find the size chart in the description or in the pictures of the items. If you don’t find a size chart in the description or pictures, then you can assume that it is the international standard size (S, M, L)

 

 15. What are Premium Products and how do I find them? 


IMKOLOR has certain products labelled as Premium Products (PP).  Premium products are designed by an in-house designer and only sold by IMKOLOR. These products will have (PP) displayed on their product title. 

 

16. Why are our prices so low?

Our prices are low because our products are manufactured overseas and the packaging and delivery used are low cost services. 

 

17. Do you still have questions? Please contact us, we'd be very happy to help!

Contact us using our contact form or by email:

https://www.imkolor.com/pages/contact-us