Dear Customers,
Here you will find answers for the most Frequently Asked Questions.
If your question isn't listed, please contact us via the contact us form or send us an email to accessories@imelstudio.com.
DELIVERY AND TRACKING
How long does delivery take?
Orders are normally dispatched within 48 hours, and take between 7-15 days to be delivered. Please allow an additional week as we often have very busy periods, and there are also postal and logistical delays that are out of our control.
Your account manager will provide the exact date of delivery according to your situation (+/- 2 days).
Please note that orders are processed only once payment is received.
How can I track my order?
After your order is dispatched, you'll receive a shipping confirmation email that contains your tracking information. If for any reason your tracking number doesn't work, please reply to the email or reach out to your account manager.
What if my order is lost or damaged?
We will happily replace or refund lost or damaged orders free of charge.
Do you deliver orders to my country?
Now we are delivering only to the USA (any city or town). But we plan delivering to the majority of countries around the world in future.
Are all of the products in my order sent together?
In most cases the products in your order will be sent together. If there is a large order (more than 40 items) we'll separate it. The details can be discussed with your account manager.
Please note that delivery for Standard Orders will be made on a DDP (Delivered Duty Paid) basis if the total order amount does not exceed 800 USD. If order amount exceeds 800 USD, you will need to pay the customs duty for importing the goods.
Where are your products delivered from?
Our products are manufactured and sent from Saudi Arabia.
ORDER CHANGES AND CANCELLATIONS
Can I change my order?
Yes, if your order hasn't been sent yet, please contact us and we'll be happy to change your order. Orders that have already been dispatched cannot be changed.
Can I cancel my order?
Yes, if your order hasn't been sent yet, please contact us and we'll be happy to cancel your order. Orders that have already been dispatched cannot be cancelled.
ORDER RETURNS AND EXCHANGES
Can I return my order?
Yes, returns can be made within 30 days after receiving your order, as long as goods were not used and original packaging is preserved. To initiate a return please contact us and we'll provide you with the return address. Once we've received your return, we'll email you with a refund confirmation. Also please read our Exchange and Refund Policy. Your account manager will be always happy to assist you.
Can I exchange my order?
Yes, exchanges can be made within 30 days after receiving your order. To initiate an exchange please contact us and we'll provide you with the return address. Once we've received your return, we'll email you once your exchange order has been dispatched. Also please read our Exchange and Refund Policy. Your account manager will be always happy to assist you.
OTHER QUESTIONS
Please use our Contact Us form or email accessories@imelstudio.com or contact your account manager.
