Frequently asked questions

Our shipping service reaches the United States, Canada, and Puerto Rico. Shoppers elsewhere can visit our separate global site for international delivery choices. We aim to dispatch all orders placed before 11am PT on the same working day. Purchases submitted after this cutoff time, on weekends, or on public holidays will be processed on the next business day whenever possible. During promotional events, sales periods, and public holidays, warehouse workload increases or temporary closures may extend dispatch timelines, and we appreciate your patience during these busier times. Once your package leaves our warehouse, an email confirming shipment will be sent to you. For orders shipped with express delivery within the United States, delivery usually arrives within three to six business days. To view transit estimates for other delivery types and other locations, visit our dedicated shipping page. Our goods now ship out of a United States warehouse, so buyers within the US will not face extra duties or tax charges for their orders. Canadian buyers may need to pay import duties and taxes once parcels reach local customs, subject to regional import rules. These extra fees change depending on item value, material composition, and production origin. We suggest reviewing local customs guidelines before placing your order to avoid unexpected costs. If you decline to settle import fees when your parcel arrives, carriers will return the goods to us. Return charges will be subtracted from your refund amount, and original delivery expenses will not be given back. Sometimes tracking information marks a parcel as delivered even when you cannot locate it. Before reaching out for help, check common drop-off spots around your property, mailbox, mailroom, apartment lobby, building reception area, neighbours, or building management office. If you still cannot find the package, get in touch directly with the courier to ask for detailed delivery records or delivery proof images. If the parcel remains missing after checking with the courier, submit an enquiry through our contact page so our team can start an investigation. When items fail to arrive or reach you damaged, reach out to us quickly with your order number and relevant details so our team can handle the case. Notify us within twelve hours for damaged goods and share photos of the product and packaging, and we will work through the next steps promptly. All shipments are sent with authority to leave, meaning couriers may leave your package at a safe spot at your delivery address when nobody is available to sign for it. Most items can be returned when they satisfy our return standards, though some categories cannot be sent back purely for change of mind unless the product is faulty. This list includes electronic vouchers, store credit and gift cards, merchandise labelled final sale at checkout, underwear, lingerie, bodysuits, and garments with built-in undergarments. Swimwear sets and one-piece styles fall under this rule if the original hygiene sticker has been removed or moved. T-string cut styles, worn items, goods with perfume, smoke or body odour, stained or marked products, and returns without original attached tags also cannot be accepted for change of mind returns. If you are unsure whether your product qualifies, send a message to our support team before starting a return request. You have thirty days to submit a return for change of mind purchases and pick between store credit or monetary refund following our return policy. Start your return application through our return portal. We do not currently offer direct exchanges, though this may become available later on. If you want a different size or style, send your original purchase back for refund or store credit then place a brand new order for your preferred item. Processing for returned goods can take up to five business days after our warehouse receives your parcel. Sale products can be returned as long as they meet our return requirements, except for items marked final sale at checkout, which cannot be returned unless defective. Discounted goods or orders using promo codes without the final sale tag are eligible for return within the thirty-day window. If you cannot locate your order when submitting a return request, use your order number and the email address used at checkout, which you can find inside your order confirmation email. Our order numbers usually begin with GIAUS followed by a series of numbers. If you still cannot retrieve your order details, message our team with your full name, address, or phone number so we can locate your purchase record. Shoppers based in the United States can book returns via our return portal. Once the request is submitted, you will receive a prepaid shipping label by email. Make sure returned products match your return booking, remain unworn and unwashed with tags still fixed in place and kept in original condition. Pack the items using the original I.AM.GIA pouch or another suitable bag, attach the printed label and cover any old shipping marks, then drop off your parcel at a post office and save your postage receipt. Customers from Canada and Puerto Rico also book returns through the portal but need to cover postage costs on their own. Place your order number inside the package, drop off at the post office and keep your postage proof until the return is fully processed. Once our warehouse receives your returned package, please allow ten business days for processing your refund or store credit. Higher order volumes during sales and peak seasons may lengthen processing times. If ten business days have passed after your parcel shows delivered and you have not received updates, contact our customer care team for help. Refunds go back to the payment method you used for checkout. When gift cards are used for payment, funds return to the original gift card. If you used a gift card alongside another payment method, the gift card balance will be restored first before any remaining refund is issued to your other payment source. If you encounter any issues with your order, get in touch with customer care quickly. Include your order number, a clear explanation of the problem, and photos or video showing the issue to speed up support. Reach out right away for defective or damaged goods, share your order number, description, and images. Once we confirm the fault, we will present options such as replacement, store credit, or refund and provide return instructions if required. Claims must be submitted within a reasonable time, and we cannot cover damage caused by improper use or ignoring care guidance. Orders combining pre-order and in-stock goods will ship available items immediately, while pre-ordered pieces will be sent separately once stock arrives. We cannot share exact dispatch dates beyond the estimated timeline shown on each product page, but we will attempt to notify buyers for major delays. You can adjust your order within fifteen minutes after checkout. Available edits include updating delivery address, adding new items, upgrading shipping speed, modifying contact details, and applying discount codes. After this fifteen-minute window closes, no further adjustments or cancellations can be completed. Only one promo or discount code can apply per order unless otherwise stated. Discount codes may be used alongside gift cards but cannot combine with other promotions, bundles, or sale-priced goods. New shoppers can join our mailing list to unlock ten percent off their first purchase. Subscribers also gain early access to new product releases, exclusive offers, and previews for sales. After signing up, your welcome discount code should arrive within thirty minutes. If you cannot find it, check junk and spam folders, or send us your subscribed email address so we can verify your registration. Once you receive shipping confirmation for your order, reach out to our support team with your order details to request a tax invoice. To select your ideal size, review the product page description, size fit notes, and fabric information. These sections share garment fit style, model measurements for comparison, full garment dimensions, and fabric stretch notes. For highly stretchy fabrics, we suggest choosing a smaller size if you fall between two sizes. Think about your preferred fit style, whether you prefer a tighter or relaxed silhouette, when picking your size. Our full size reference chart is available on our sizing page. This chart serves only as a general guide and may not perfectly match every single product fit. Our support team can offer sizing guidance if you remain uncertain. We do not operate physical retail locations at present; all our collections are sold exclusively online. Shopping through our website gives instant access to every new drop, with fast delivery to most regions around the globe. Our thirty-day return policy is ready if items do not meet your expectations, and customer care can assist with sizing suggestions and styling guidance. Content creators interested in partnership opportunities can send messages to our PR inbox. While we cannot reply to every submission, our team reviews all incoming collaboration enquiries. Visitors can subscribe with an email address to receive ten percent off their first purchase. This site uses reCAPTCHA, subject to Google Privacy Policy and Terms of Service. Additional sections cover press articles, account profile, contact portal, sizing guide, shipping information, return policy, afterpay details, digital voucher page, frequently asked questions, terms and conditions, privacy policy, competition rules, VIP sign up page, and discount policy. Social media accounts on Facebook, Instagram, and Tiktok share brand updates. There is also an app offering fifteen percent off your first purchase within the mobile application, available through app stores. The website can detect visitor location and will display relevant regional settings automatically.