FAQ
Quick answers on shipping, returns, sizing and payment. Customer care can help with anything this page leaves out.
Shipping and tracking
Which countries do you ship to?
We ship to the United States with Standard Shipping with Tracking.
What is the shipping charge?
$4.99 USD per order, shown at checkout before you pay. Customs duties or import taxes on a cross-border order are not included and are paid by the recipient.
How long will my order take?
4 to 10 calendar days from the day you order, processing included: 1 to 3 days to process and 3 to 7 days in transit. Calendar days count weekends and public holidays.
Is there a daily order cutoff?
Yes, 2:00 PM Eastern Time. It never adds days to the 10 calendar day maximum.
How can I follow my parcel?
We email your tracking details once your order is dispatched, and you can follow it on our Track Order page. A new tracking number can take a little time to show its first scan.
What if my parcel is late?
If it has not arrived within 10 calendar days of your order, contact customer care with your order number and the latest tracking details, and we will investigate and resolve it.
Sending something back
How long is the return window?
Request a return within 30 calendar days of delivery.
How do I request a return?
Email support@imaginecotton.com with your order number, the item and the reason. We reply with return instructions and the address to use, so please wait for them before sending anything.
Do returns need to be unworn?
For a change of mind, yes: unworn and unwashed, with the original tags and packaging.
Who pays to send a return back?
You pay return postage for a change of mind. We cover it for an incorrect or defective item, and there is no restocking fee.
What if my item arrives damaged?
If an item arrives damaged or incorrect, email your order number with clear photographs of the item and its label, and keep the packaging. We will review it and arrange a replacement or refund.
How quickly are refunds issued?
Within 7 business days of your return arriving, inspection included, to your original payment method. Your bank decides when the credit shows.
Choosing your pieces
How do I find my size?
Fit varies between styles, so compare each product's own details with a similar piece you own rather than relying only on a familiar size label.
Can customer care help with sizing?
Yes. Email support@imaginecotton.com with the product name and your measurements before you order.
Is everything made from cotton?
No. Imagine Cotton is our brand name, and materials vary between styles. Each product's own details give its construction and composition.
Do sizes and colors differ by product?
Yes. The colors and sizes on a product page belong to that garment, so choose both before adding it to your cart.
How do I look after a piece?
Follow the care label supplied with it. Washing, drying and storage differ between materials, so ask customer care if a label is missing or unclear.
Will a color look the same on my screen?
Screen settings can change how a color appears, so use the photographs and the product details together.
Orders and payment
Which currency are prices shown in?
US dollars (USD), for products and shipping. Your payment provider may apply its own conversion or international transaction charge.
Which payment methods can I use?
The methods available for your location and order are shown at checkout.
Can I cancel an order I just placed?
Contact us before dispatch and we will confirm whether it can be cancelled. Once an order has shipped, it follows the return process.
Where is a refund paid back to?
To your original payment method, once your return is approved.
Are taxes shown before I pay?
Yes. Any taxes the store collects are shown at checkout before payment. Customs may charge separate duties on a cross-border order, paid by the recipient.
Getting in touch
How can I contact Imagine Cotton?
Email support@imaginecotton.com or use our Contact page. Customer care hours are Monday to Friday, 9:00 AM to 5:00 PM Eastern Time.
What should I include when I write?
Your order number and the email used at checkout for an existing order, and clear photographs for a damaged or incorrect item.
Can I change my address after ordering?
Email us at once with your order number and the correct address. We will try before dispatch, but cannot promise a change once a parcel is on its way.
Can returns go to your Michigan address?
No. Contact us first for return instructions; our public business address is not automatically a returns facility.
Still have a question?
Email support@imaginecotton.com, Monday to Friday, 9:00 AM to 5:00 PM Eastern Time, and customer care will reply.