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Order
How do I place an order?
In the product view of the desired item you can choose the size and quantity and finally add the item to your shopping cart. You will receive a confirmation if the item has been added to the shopping cart and now you can decide if you would like to "continue shopping" or to "view cart and checkout". The items in your shopping cart can be checked and changed anytime.
Proceed to checkout
If you have finshed your shopping you can go on with the order process by clicking the button "proceed to checkout".
Login
If you are already registered you can login to your customer account with your e-mail address and your personal password. Please follow the link "register" if you do not already having a customer account..
Shopping cart
Now all chosen items will be displayed in your shopping cart. Please check your choice as well as the quantities and sizes. If you would like to cancel an item you can do so by clicking the trash can at the end of the line of that item. A gift card/ voucher can be cashed by entering the discount code in the discount code field. Click the button "apply coupon" and the amount of the voucher will initially be cleared.
Address
Once you clicked the button "proceed to checkout" you reach the address section. Here you can check your delivery address and, if necessary, you are able to change the existing address. Please make sure to enter all the relevant address details so that the Royal Mail can deliver your parcel.
Shipping
The insured shipping is handled by our carrier DHL in Germany. The parcel will be passed on to the Royal Mail/Parcelforce in the UK who is then responsible for the delivery to your house. Through the provided tracking number (see link in your shipping confirmation mail) you are able to follow the shipping status of your parcel.
Method of payment
Please choose your preferred payment method now. All information regarding the available payment methods can be found here.
Confirm order
The last step of the order process gives you a clear over view of all information concerning your order like the invoice and delivery address, ordered items and the grand total of your order. Now you can carry out any last changes. By clicking the button "confirm this order" you forward your order. You will then receive a confirmation mail by e-mail.
Proceed to checkout
If you have finshed your shopping you can go on with the order process by clicking the button "proceed to checkout".
Login
If you are already registered you can login to your customer account with your e-mail address and your personal password. Please follow the link "register" if you do not already having a customer account..
Shopping cart
Now all chosen items will be displayed in your shopping cart. Please check your choice as well as the quantities and sizes. If you would like to cancel an item you can do so by clicking the trash can at the end of the line of that item. A gift card/ voucher can be cashed by entering the discount code in the discount code field. Click the button "apply coupon" and the amount of the voucher will initially be cleared.
Address
Once you clicked the button "proceed to checkout" you reach the address section. Here you can check your delivery address and, if necessary, you are able to change the existing address. Please make sure to enter all the relevant address details so that the Royal Mail can deliver your parcel.
Shipping
The insured shipping is handled by our carrier DHL in Germany. The parcel will be passed on to the Royal Mail/Parcelforce in the UK who is then responsible for the delivery to your house. Through the provided tracking number (see link in your shipping confirmation mail) you are able to follow the shipping status of your parcel.
Method of payment
Please choose your preferred payment method now. All information regarding the available payment methods can be found here.
Confirm order
The last step of the order process gives you a clear over view of all information concerning your order like the invoice and delivery address, ordered items and the grand total of your order. Now you can carry out any last changes. By clicking the button "confirm this order" you forward your order. You will then receive a confirmation mail by e-mail.
I already placed an order and would like to add an item. How can I do this?
This is possible as long as your order has not been processed. Please contact our customer service as soon as possible. You can either email us at shop@impericon.co.uk. or give us a call under +49. 341.218 290 20 . Have in mind that orders by Credit Card and PayPal will be processed as soon as the payment has either been authorized or fulfilled. If the order has already been shipped you need to place a new order.
Can I cancel an item from my order?
If your order has not been processed we are able to cancel an item. Please get in touch with our customer service as soon as possible as orders with the payment methods PayPal and Credit Card will be ready for shipping within 24 hours. Ideally you contact us by phone +49. 341.218 290 20 as this is the fastest option to cancel the item before your order has been dispatched. Besides this you can also drop us an email: shop@impericon.co.uk.
What happens if an item is out of stock?
If an item is out of stock you will get an email informing you of this. If you paid via bank prepayment or PayPal we ask you whether you would like a replacement or a refund. We reserve the right to send out your parcel without the item. If you chose payment by Credit Card the grand total will be adapted and you will only be charged for the items that have been shipped. In any case feel free to contact our customer service who will be happy to answer your questions.
I placed several orders. Could you please combine them, so that I can save the postage?
No, we cannot do this. If you forgot an item in your order, please contact our customer service as soon as possible and do not place a completely new order. If you contact our customer service, be sure to give the exact item you forgot plus its size. We might then be able to add the item to your order.
Shipping
What does the status of my order mean?
Your order receives several status names between the receipt of the order and shipping. The status of the order can be checked in the order display of your customer account anytime. The meaning of every status is explained as follows:
Pending
Every order that will be paid for by bank prepayment will receive this status as long as we are waiting to receive the payment. As soon as we are able to allocate the payment the status of your order will change to processing. Please bear in mind that it usually takes at least 3 business days until the money gets credited on our account.
Processing
We received the payment and your order will ideally be ready for shipping within 24 hours.
On hold
You paid by Instant Money Transfer and the transaction has not been completed. We did not receive any money. Please get in touch with us so that we can figure out an alternative payment method.
Complete
Your order has successfully been packed, dispatched and handed over to our carrier DHL. The delivery to the UK usually takes around 4 to 6 business days and will be handled by the Royal Mail as they are the carrier for the UK.
Pending
Every order that will be paid for by bank prepayment will receive this status as long as we are waiting to receive the payment. As soon as we are able to allocate the payment the status of your order will change to processing. Please bear in mind that it usually takes at least 3 business days until the money gets credited on our account.
Processing
We received the payment and your order will ideally be ready for shipping within 24 hours.
On hold
You paid by Instant Money Transfer and the transaction has not been completed. We did not receive any money. Please get in touch with us so that we can figure out an alternative payment method.
Complete
Your order has successfully been packed, dispatched and handed over to our carrier DHL. The delivery to the UK usually takes around 4 to 6 business days and will be handled by the Royal Mail as they are the carrier for the UK.
How can I track my order?
As soon as your order have been dispatched you will receive a confirmation mail containing a link for your tracking on www.dhl.de Should you have not received this tracking link for any reasons please get in touch with our customer service by emailing at shop@impericon.co.uk.
.We will provide you with the tracking number and link as soon as possible.
How long does it take until the parcel arrives here?
The delivery usually takes between 4 and 12 business days. We provide you with a link for your tracking so that you can check the status of your parcel anytime. DHL, who is our carrier in Germany, passes the parcel on to the national standard post service who is responsible for the delivery in your country.
What happens with my parcel if I am not at home at the time of delivery?
The post service will try to deliver the parcel again. Please keep checking your tracking so that you know when to await the delivery. Should there have already been an unsuccessful attempt of delivery and there is no movement in the tracking since then please get in touch with your local post office and/ or the post service who will be able to help you out.
Exchange/ Return/ Refund
Which items can I return to you for an exchange?
Generally the exchange of unworn items is easy if you consider certain standards. The most important facts are on the back of your invoice. There is no possibility of exchange for the following items:
- used/ washed items
- free items (Free Sticker Pack, Surprise Shirt)
- all sound carriers (CDs, DVDs, Vinyl)
- Ticketbundles
- Tickets*
Which facts do I need to consider for an exchange?
If you want to return an item, please note the deadline for all returns is 30 days after the arrival of your delivery. If you do not feel happy with your delivery, you can return your parcel to us. Unfortunately, we cannot cover your expenses for sending back your parcel and you have to pay for your return. Do not forget to fill in the form of return legibly and completely. You can find your return form in the lower section on the back of your invoice. If you wish to exchange your item, you can specify the item and its size on the form. Please check our store to make sure that the item you wish to exchange for is still available. You do not have to pay the postage costs a second time as we take care of the postage for the shipping of the exchanged item. If you still have any questions, feel free to contact our customer service.
How can I return an item?
To return an item please send it to the following address:
IC Music and Apparel
Deutscher Platz 4
04103 Leipzig
Germany
Unfortunately we cannot cover your expenses for sending back your parcel and you have to pay for your return. If you just want to return an item (no exchange), you should give us your bank data (IBAN and BIC) or your PayPal account, so we can transfer the money back to you. In general we refund the money on the same way that we received it through. Please pay attention to the completeness and accuracy of your data, so we do not transfer the money to a wrong account.
IC Music and Apparel
Deutscher Platz 4
04103 Leipzig
Germany
Unfortunately we cannot cover your expenses for sending back your parcel and you have to pay for your return. If you just want to return an item (no exchange), you should give us your bank data (IBAN and BIC) or your PayPal account, so we can transfer the money back to you. In general we refund the money on the same way that we received it through. Please pay attention to the completeness and accuracy of your data, so we do not transfer the money to a wrong account.
I do not have my return form anymore. Can you provide a new one?
Please contact our customer service via e-mail at shop@impericon.com . . and you will be send a return form.
How do I return my shoes?
If you are returning shoes please do not use the shoe box as only over wrap. Please use a protective bag, padding paper or another box.
How long does it take until my exchange delivery is processed?
Unfortunately we cannot give you a definite answer regarding this. Assuming it takes 7 to 10 business days until an exchange delivery has been processed. Of course, it depends on the arrival of your return and if necessary on the availability of the exchange item you wish for. If the favoured item is out of stock we will send you an e - mail. However, you are able to check the status of your order or exchange delivery any time in your customer account. If there is no change of status after a while, please feel free to contact our customer service.
When will I receive my refund?
The refund of the money will usually be processed around 10 business days after your return has been processed. It is important that we know how to refund the money, either Credit Card, PayPal or bank transaction. If you would like to receive your refund through Credit Card or PayPal we do not need any details from you since you already paid with one of the options and therefore we are able to refund the amount automatically. Should you wish a refund via bank transaction please state your international account details like IBAN and BIC on the return and make sure the details are complete and correct
Complaint
I have received a defective item and want to return it. What am I supposed to do?
Please return defect items as described here
We will check your complaint as soon as we received the return and inform you about the outcome via e - mail. If you did receive a faulty item we will dispatch a new item of the same choice in perfect condition. It is also possible to get a refund for that item. Please let us know what you would prefer. Your complaint will be processed like a return so that the same deadline exists. Make sure to send us a copy of the receipt for the postage costs so that we can refund that amount.
We will check your complaint as soon as we received the return and inform you about the outcome via e - mail. If you did receive a faulty item we will dispatch a new item of the same choice in perfect condition. It is also possible to get a refund for that item. Please let us know what you would prefer. Your complaint will be processed like a return so that the same deadline exists. Make sure to send us a copy of the receipt for the postage costs so that we can refund that amount.
You did send me a wrong item. How do I receive the one I ordered?
We are very sorry that you received a wrong delivery. The wrong item will be exchanged by us as soon as possible. Please return the item as described here .
The postage costs will be refunded in this case, so please send us a copy of the receipt for the postage costs via e - mail. Your return will be processed like a return which means that we need to receive the wrong item back before we can ship to originally ordered item.
The postage costs will be refunded in this case, so please send us a copy of the receipt for the postage costs via e - mail. Your return will be processed like a return which means that we need to receive the wrong item back before we can ship to originally ordered item.
Customer account
Why do I have to set up a customer account?
You need to have a customers account at Impericon to place your order. There are many advantages in setting up a customer account. Your customer account enables you to check your order(s) and their respective statuses. Once your data has been saved, you can change your shipping address quickly and easily. The same applies to your personal information. You do not have to enter your data again with the next order you place, which saves you time when ordering.
How do I set up my customer account?
Follow the link "Log In" on top of our website and you will be linked with the registration page. Registered customers can easily log in with their e-mail address and password. If you are not registered yet please see the left section on our registration page and "create an account". You can now fill out all necessary information in order to create your account. The sections marked with a red star are mandatory. With your e-mail address and personal password you can log in to your account anytime to either check the status of your order or to change your data
What offers my customer account?
The customer account offers you a variety of options. The main site of the account gives a clear view on all previous orders. These can be identified through the order number, date of order, order total and status. Of course, every order can be checked at any time. The main site offers you additionally the following information which can be checked and changed as well: account information, Newsletter as well as delivery and invoice address. On the left site of the customer account page you can see the "my account" section which offers several relevant subject areas regarding your customer account and order.
How can I change my address?
Follow the navigation "my account" and "addressbook" and you can check and change your delivery and invoice address. Please make sure that you enter your correct address details so that the parcel can be delivered without any problems.
How can I change my password?
The password change can be done in the "account information". Click the box in front of "change password" and all you need to do now is to enter your current password as well as your new password twice. Click the button "save" and your new password is active.
What can I do if I have forgotten my password?
If you have forgotten your password you have got two options: either change it on your own or contact our customer service. You can request a new password if you follow the "log in" button on top of our website which leads you to our registration page. Please click the link "forgot your password?", enter your e-mail address and you will be automatically provided with a new password. To receive a new password with the help of the customer service please get in touch via e-mail at shop@impericon.co.uk or call us +49. 341.218 290 20 .
How can I change my e-mail address?
If your old e-mail address is still active you can change it in your customer account in the "account information". Just enter your new e-mail address in the "e-mail/ login" box and click "save". The change will automatically be confirmed. Should you still be registered with an inactive e-mail address please get in touch with our customer service either via e-mail a shop@impericon.co.uk or by phone +49. 341.218 290 20 .
Product range
The band I am looking for is not included in your product range. Why?
We constantly try to extend our product range. There are several reason why we might not have your favourites at Impericon. It may be due to contract laws that we are not allowed to import or export certain items or that there are no convenient suppliers. Of course another possibility is that we simply do not know the band you are looking for. Feel free to ask, whether we know the band and if we will have their merchandise at Impericon anytime soon. The same goes for our clothing brands.
Why are you selling your shirts just in small sizes?
Our product range is based on demand. At the moment, customers at Impericon noticeably prefer fewer shirts in size large and extra large, especially with the brand shirts. Of course we have to adapt to this trend and so we need to order due to your demand. Instead of ordering a huge amount of all sizes, we rather choose a new design. Fortunately, we start to print a growing amount of our product range at our own printers shop, so we can decide which sizes to print or not for more and more items.
Which is the right size for me?
To get to know the size you need to fit our clothes, you should have a look at our homepage. In the "help and service" section you will find size charts for boys and girls and an instruction for measurement.
Is it possible to order items or sizes that are not available anymore? When is an item or size available again, if it is out of stock at the moment?
Unfortunately it is not possible for you to order an item that is out of stock and then wait until we get the item again and send it to you. The lines of the Impericon bands are reprinted cyclical. If items we import are out of stock or designs expire, it happens from time to time, that also we are not able to reorder them and so they will no be available for you anymore. If in doubt, you can inform us through our customer service about your wish for an actual design. Our customer service will also help you with questions concerning the product availability.
Why does the item you have sent to me looks somehow different compared to the product photo of it at Impericon?
We send out all the items in perfect quality, always. Sometimes it happens that the real quality of the material, colour or inking of an item slightly differs from what you can see on your screen due to the type of computer you are using and the settings concerning the screen, its brightness and resolution. Minor divergences in colouring possibly occur production - related, but this is generally no defect. Most of the time we take the product photos when we got the first delivery of the concerned item or during the production process of our catalogue. As a result, it is possible that inking or colour of a product varies slightly in subsequent deliveries, which happens in least instances. If you are still not satisfied with a product from Impericon, you do have the right to return the item in any case within a period of 30 days after you got the delivery.
Miscellaneous
How can I redeem a voucher?
If you have a voucher you can type the code into the appropriate box in the shopping cart next time you place an order and redeem the voucher this way. The value of the voucher will automatically be deducted from the order total. Every voucher can only be used once.
Why do I have this Free Sticker Pack in my shopping cart?
This Free Sticker Pack will automatically be added to every order as a little bonus for your order.
Are you offering gift certificates?
We do offer gift certificates for 20€, 30€, 50€ and 100€. The certificate will be shipped just like your order and is valid as soon as the payment has been made. Additionally to the shipping by DHL/ Royal Mail the gift code will be send out by e-mail as well. Please keep in mind that only one gift code can be used for every single order and a credit of a difference amount is not possible.
Which shoes of your range are vegan?
Most products of our shoe range is free of animal products. If you would like to receive a information about a certain shoe feel free to contact our customer service by e-mail at shop@impericon.co.uk or phone +49. 341.218 290 20 .
How do I get one of those band posters?
Were currently offering a poster package containing 5 different, folded and randomly chosen posters. The package can be ordered here . Please keep in mind that if ordering more than one poster package at a time, it is possible to receive a design twice. We update the designs regularly but can not assure that you will always receive a different design.
Catalogue
When do you produce your catalogue and when is it possible to order it?
Our catalogue is produced twice a year in a limited edition. There is one catalogue for spring/summer and for autumn/winter, respectively. You will get all the information online on our homepage. For a very limited period we will enclose our catalogue with every order made from Impericon. Additionally, you can get our catalogue at every festival that we attend with a booth.
How can I order an article from your catalogue?
The catalogue we produce is not like a mailorder catalogue. Due to the fact that we are an online shop you can only order the products online. The only possibility to order something from our catalogue is to phone our customer service. To get the latest items, have a look at our online store.
I cannot find an item from the catalogue at your online shop. Why?
Our catalogue is an image produced to present a general view of our product range to you. That is why we sometimes choose to present products in our catalogue that are actually not available anymore. All of the latest products are displayed in our online shop.
Why is there a different price for an item from the catalogue in your online shop?
If you should find different prices for an article always stick to the prices in our online shop. If you find another price for an article in the catalogue, this is possibly due to a misprint. You can find our current product range in our online shop and the prices are valid at the time of placing an order.
