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 "Find us".

 

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 courier. 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?

 

In any product page you may find the button "Size Chart". 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. During the scheduled delivery day, you will also receive a 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 and Spain - Free Shipping:

  • Mainland Portugal and Spain - (48 hours)
  • Azores and Madeira - 2 to 4 business days
  • Spanish Islands - 2 to 5 business days

 

Western Europe:

  • 14€ (2 to 3 business days) Express delivery with Fedex
  • 8€ (4 to 8 business days) Standard delivery with Iberomail

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

 

United Kingdom:

  • 19€ (2 to 5 business days) Express delivery with Fedex
  • 10€ (4 to 9 business days) Standard delivery with Iberomail

 

Central Europe:

  • 16€ (2 to 3 business days) Express delivery with Fedex
  • 11€ (4 to 8 business days) Standard delivery with Iberomail

Albania, Czech Republic, Hungary and Poland

 

Eastern Europe:

  • 18€ (3 to 6 business days) Express delivery with Fedex
  • 11€ (4 to 8 business days) Standard delivery with Iberomail

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

 

North America:

  • 29€ (2 to 4 business days) Express delivery with Fedex
  • 14€ (5 to 10 business days) Standard delivery with Iberomail

USA, Canada and Mexico

 

Rest of the World - All other countries:

  • 50€ (3 to 8 business days) Express delivery with Fedex
  • 15€ (7 to 15 business days) Standard delivery with Iberomail

     

    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
    • Google Pay
    • Shop Pay
    • MB Way
    • Multibanco
    • Klarna

     

    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.

    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?

     

    Return and exchanges are completely Free and you have 60 days to do it :)

    To process a return, the procedures below shall be followed:

     

    1. Go to our store at Rua Poiais de São Bento 52, Lisbon and present your purchase receipt

                                                          or

    Send us an email to contact@imagoportugal.com with your order number letting us know whether you want to make a return or an exchange

     

    2. Once we receive it, we reply within 48 hours and we will take care of the rest.

     

    3. We will collect your piece(s) and simultaneously deliver your new order via mail, in case of an exchange

                                                       or 

    In case of return, the refund will be handled within 5 business days and we will collect the returned piece(s) via mail.

     

     

    Attention: IMAGO does not take responsibility for the unavailability of sizes and products to be exchanged in returns. 

    Within 60 days of their original shipment date, items may be returned in exchange for other products of same value. Returned items shall have been unworn and be in new condition, otherwise the return or exchange will not be accepted. 

     

    Upon return, the User may request a new product or a reimbursement. Once the return or exchange is approved, IMAGO will proceed with the exchange or reimbursement in accordance with the User’s request.

    Unaccepted returns for not complying with the above, will be communicated to the User by e-mail as soon as the decision is made.

     

    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 around 5 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.