Questions that might come in your mind while shopping or after shopping:
Is it safe to order online?
We take every step to ensure that shopping with us online is safe. We use industry-standard SSL technology for the encryption of potentially sensitive information like PII entered into our website. This includes your name, address and other critically sensitive information such as your credit card details. Information passed between your computer and our website cannot be read even if it is intercepted.
Our technology includes the following features:
Authentication to assures your browser that your data is being sent to the correct computer server, and that the server is secure.
Encryption to encodes the data, so that it cannot be read by anyone other than the secure server.
Data Integrity that checks the data being transferred to ensure it has not been altered.
Where can I find a size guide?
You can find our size guide on each product description page under the 'Size Option' .
Why can't I find my size?
Only available stock is displayed on our website. Our current season stock is regularly updated and new stock appears our site daily. If the size you are looking for does not appear in the 'Select Size' drop down menu, the item is currently out of stock.
Why does nothing happen when I click 'buy now'?
This could be a connection error. Please close down the webpage, clear your browser history and ensure you have enabled all cookies and pop ups.
Do I have to pay a delivery charge?
You may not have to pay for the delivery depending upon your purchase.
Can I change my address after placing an order?
We are unable to change the delivery address on orders once the checkout process has been completed. Please check your order carefully before clicking 'buy now'.
How long will my delivery take?
Our aim is to deliver your order as soon as possible.
Delivery times will depend on the service selected and the delivery destination. All delivery times are estimated and are based on working days, this excludes weekends and public holidays.
Why has my order not been dispatched?
This could be because we are currently replenishing our stock. If the item becomes available, it will be dispatched as soon as possible and you will receive a confirmation email. If stock is no longer available your order will be cancelled and the payment will be processed in 3-5 working days.
Will this item come back into stock?
We are unable to provide exact dates for when an item will be restocked. Our stock levels are updated daily so that items are made available as soon as possible.
Why has my order been cancelled?
We are sorry if we’ve been unable to fulfil your order. Once an order is received it is entered into our dispatch database, however on rare occasions the stock for your order may no longer be available and may result in the order being cancelled. You should not be charged for orders that have been cancelled and if you believe that you have been charged, please contact us.
Please note that we are unable to offer alternative items, therefore if the product is no longer be available, the item will be cancelled from your order. If the order/item was part of a promotional offer this could result in the promotion no longer applying to your order.
Can I exchange my order?
- We have a 5 days return/exchange policy once the order is delivered to you, please submit a return/exchange request within this time window.
- Returns & exchanges are only processed if the product is sent back in its original/unused condition and in the original shoe box packaging.
- Exchanges requests should only be submitted if there are sizing issues - You can request a different size for the original product ordered by you. All other requests should be submitted as a return.
- Personalised items cannot be returned/exchanged.
- Clearance sales items cannot be returned. Size can be exchanged but subject to stock availability in required size. As an exception if item received as damaged then customer have to inform within 2 days of delivery for further action.
- Return/Exchange order/refund processing time depends on in transit time of returned item(s) and it might take little longer from 5 to 10 business
- If our shipping partners are unable to facilitate a return pick up in certain areas, customers will have to find a local courier partner. In that case you will be inform via email by Imbalance Team.
How do I return my order?
You may place a return request on the website or dial our customer care.
Every return should contain the original packaging, Brand Tag and Price Tag. If you wish to return a product, we request you to pack it in the original box along with the original invoice, which will be reverse picked up.
How long will the return take?
Please allow 7-10 working days from receipt of your goods at our warehouse for the return to be processed. You will receive a confirmation email once your return has been processed with a new tracking number for exchanged goods or a refund receipt.
Can I cancel my order?
You may cancel your order or some items in your order before we bill and ship the items. As part of usual business practice, if we receive a cancellation notice and the order has not been processed / approved by us, we shall cancel the order and refund the entire amount. We will not be able to cancel orders that have already been processed.
Can't Find What You're looking for?
We're sorry you haven't been able to find the answer to your question(s). Our Customer Service team is always keen to help you, Please raise your concern at below button.
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