FAQs

PRODUCTS

 

Where can I purchase IMAGO products?

 

You may purchase IMAGO products at our online store or at our shops. You may find a list of our shops in the main tab "Shops".

 

Will products indicated as "Out of stock" be replaced?

 

If a product is marked as "Out of stock", it usually means that we will make it available again, as soon as possible. Items that we will discontinue are removed from the website as soon as they are sold out. 

 

You can ask to be notified once the product comes available again in the product page.

 

The product I wanted is "Out of stock" online but it is still available at a physical store. Is it possible to receive an item from a physical store by courier?

 

Stocks available in stores are independent of online stocks. Only items assigned to the online store may be shipped by carrier. However, online stocks are updated frequently. Therefore, we advise you to keep an eye on our website.

 

How am I supposed to know which size fits me the best?

 

Within our main menu, you may select "Shop" and then "Size Guide". After consulting the measures, if doubts persist, please contact our customer service via e-mail contact@imagoportugal.com or via WhatsApp.

 

 


 

ORDERS

 

How to check if the purchase was completed correctly?

 

Once the purchase is completed, you will receive a confirmation email. If you don't receive it, contact our customer service via email contact@imagoportugal.com or via WhatsApp.

 

How may I track my order?

 

When you complete a purchase, we will send you a confirmation email with all the details of your order. As soon as the order is shipped from our warehouses, you will receive an e-mail notification with the tracking number. During the scheduled delivery day, you will also receive an SMS from the carrier, which will give you the opportunity to reschedule the delivery, should you wish to do so.

 

How much are the shipping costs and expected delivery time?

 

Shipping costs and average expected delivery time can be found below:

Note: Please be aware that orders over 150€ are entitled to free shipping!​

 

Shipping costs and average delivery period for each country:

Portugal - Free Shipping:

  • Mainland - (48 hours)
  • Azores and Madeira - 2 to 4 business days

 

Spain - 3.5€ (48 hours)

 

Western Europe:

  • 4€ (2 to 3 business days) Express delivery

Andorra, Austria, Belgium, Denmark, Finland, France, Germany, Gibraltar, Greece, Ireland, Italy, Liechstenstein, Luxembourg, Monaco, Netherlands, Norway, Sweden and Switzerland.

 

United Kingdom:

  • 5€ (2 to 5 business days) Express delivery

 

Central Europe:

  • 16€ (2 to 3 business days) Express delivery

Albania, Czech Republic, Hungary and Poland

 

Eastern Europe:

  • 15€ (3 to 6 business days) Express delivery

Belarus, Bosnia and Herzegovina, Bulgaria, Cyprus, Croatia, Estonia, Latvia, Lithuania, Malta, Moldova, Montenegro, North Macedonia, Romania, Serbia, Slovakia, Slovenia, Turkey and Ukraine.

 

North America:

  • 12€ (2 to 4 business days) Express delivery

USA, Canada and Mexico

 

Rest of the World - All other countries:

  • 16€ (3 to 6 business days) Express delivery

 

Note: Users are responsible for any clearance or customs fees charged at the country of destination. Such expenses may apply in accordance with the local law. All products purchased on our website are shipped from Portugal, a European Union member country.

 


 

Which payment methods are we accepting?

 

  • Visa
  • MasterCard
  • Maestro
  • PayPal
  • Apple Pay
  • MB Way
  • Multibanco

 

How can I use my discount code?

 

If you have a discount code, you may apply the code after clicking "check out" in the appropriate box. You will only be allowed to use a single discount code for each purchase. Discount codes cannot be used while promotions are ongoing.

Should you have any inquiry about discount codes, please contact us via e-mail to contact@imagoportugal.com or via WhatsApp.

 

May I cancel or change my order?

 

Yes.

If the purchase hasn't been shipped, we may modify it or cancel it. All you have to do is to request us via e-mail to contact@imagoportugal.com or via WhatsApp.

If the purchase has already been shipped, we will be unable to modify it. However, when you receive the shipment you may request us an exchange or a return at no cost, provided it complies with the deadlines specified at our "Terms and Conditions".

 

May I change the shipping address?

 

Yes. You may change the shipping address until your order is shipped. In order to proceed with changes, please request us via e-mail to contact@imagoportugal.com or via WhatsApp.

If you order has left our warehouse, the courier may take 24 to 48 hours to update the new shipping address.


 

EXCHANGES/RETURNS

 

What is our exchange and returns policy?

 

Within the 60 days after the original shipping date, products may be returned or exchange for other equivalent value products. Returned products shall haven't been used and shall be in new condition, otherwise the return or exchange may not be accepted. Exchanges and returns have no cost.

Upon the return, you may request a new product and a return. As soon as the return or exchange are approved, IMAGO will proceed accordingly. Exchanges or reimbursements are processed up to 5 business days after receiving the back the product.

Unaccepted returns, for not complying with our "Terms and Conditions", will be communicated by e-mail as soon as reasonably possible after such decision is taken and the product is available to be picked up.

To proceed with an exchange or return, please contact us via email para contact@imagoportugal.com ou via WhatsApp.

 

How to proceed with an exchange or return?

 

As soon as your exchange or return is confirmed, we recommend you to pack the product into the original package. If you lost or damage the package, you may use any other box or bag to protect the product and close it. We will schedule a pick-up by our courier at your address and you will be informed about its date and time.

 

How to proceed if you receive a wrong product?

 

If by mistake you receive a product which does not correspond to your order, please contact us via e-mail to contact@imagoportugal.com or via WhatsApp.

 

I received a defective product, what should I do?

 

In order to access the defect of the product, we will need you to send us an e-mail, including photos of the product to our e-mail contact@imagoportugal.com or via WhatsApp.

 

As soon as we confirm the defect, you may choose between the same product, another product of same value or a return.

 

How long does a reimbursement take?

 

Reimbursements will be done to the original payment account. It should take between 2 to 6 business days for the reimbursement to be available into your bank/card account.

 

 

PARTNERSHIPS / WHOLESALE

 

Would you like to become an IMAGO partner or develop a partnership?

 

IMAGO as a brand is looking for partners who identify themselves with our values and commercial conduct. Our partners have the mission to consciously spread our products.

Contact us if you would like to become a partner or develop something together with IMAGO. Please use our e-mail contact@imagoportugal.com or speak with us on WhatsApp.