Shipping

What states of shipping are there, and what do they describe?
If you place an order, it will be processed as ″pending″, to begin with. Once you transferred the money via remittance or paypal, or if it is a COD-order the status will be changed to ″pack process″, which simply means your order is in progress and being packed. Once that happened and it is sent, it will be updated to ″shipped″. If there are problems with the order (such as e.g. missing goods or a wrong address) the status will be changed to ″processing″ and you will receive an e-mail from us. Additionally there is the ″cancel″-status, which is applied in case that an order has been canceled due to us not receiving any payment within four weeks, or on your request.

I placed an order and transmitted the money several days ago. Why is the status still ″pending″?
Depending on your bank institution it may take 2-4 work days until we receive your money. We update the status of your order several times a week, hoping for some patience of yours. Furthermore it is wise to double check your bank statement, because every once in a while money is being reversed, if there were any mistakes in the input of the bank data. This is done automatically by the bank, not by us.

How long does it take until an order is shifted from ″pack process″-status to shipping?
Depending on the day of the week and the quantity of orders, an update is usually done every day or every second day.

How long does it take until I receive the order?
After we sent the order, it usually takes one to two workdays to deliver within Germany. Important is an exact and correct address, and e.g. for freight stations the correct and complete declaration of any entry codes necessary.

The status of my order has been updated to ″Versendet″ but I did not yet receive it! Why is that?
For this problem there are several answers possible. Please consider all of them, they all have occurred!

• 1. A neighbor, your parents or a roommate received the package and did not tell you yet - please ask those people first!
• 2. You were unavailable for the postman and he did not leave you a message or your front door nametag was illegible/not there. In this case you might want to pay your post office a visit to solve the problem. This applies especially for COD-orders, which are usually kept by the post-offices for one week before being sent back to us.
• 3. You made a mistake entering your address or it has changed lately. Additionally you should check the correctness of your e-mail address. In each case it is possible that you are not successful and the order has not arrived after one or two weeks. If that happens, the order might have been sent back to us (and we update the status again) or it got lost in the mailing process. In such a situation you take the risk, if you chose an uninsured delivery. Mailed letters cannot be tracked by the post office! If you have had similar problems before you should rather choose an insured delivery. This means, we send your order as a DHL-package with a tracking number, which is insured up to 500 EURO event of damage or loss.
• 4. It can also simply be an internal error of assigning a delivery-status. In such a case you should give us a brief call.

I have placed several orders, could you please combine them so I can save the postal charge?
Basically: no problem. For our accounting it is easier if you would be so kind as to delete the single orders and enter a new, combined order. If you are interested in this, just send us the various order-numbers and that«s all right. Otherwise transmit the complete single charges and we will enclose the postal charge or compensate it with posters, stickers or other promotional material.

Can I add store merchandise to an article I bought on EBay to save postal charge?
Sure, no problem Ð but please notify us in a short e-mail. Transmit the charge for the EBay article without postal charge and the shop merchandise as usual and we will combine the two orders.

COMPLAINTS

I want to exchange a shirt I ordered. How do I do this?
AA: Exchanging unworn shirts is smoothly possible, if you pay attention to some important guidelines Ð the most important information is also on the back of your bill:

• 1. Please ask via e-mail and tell us about your favorite exchange-shirt, since some articles/sizes are sold out very fast, this is the best way for us to plan beforehand.
• 2. Send your order to us, correctly addressed and post-paid and include a short note, explaining your request briefly.
• 3. Add 2,50 EURO postal charge (in coins), since we have to mail your new shirt also!

AB: We sent you the wrong article, an article is damaged or another error caused by us occurred. In such a case, please inform us, send the article adequately stamped back and we will exchange it and credit or refund you the postal charge.


AC: If you want to use your right of refund without exchanging the article, steps 1. and 2. are also relevant for you. Additionally you will have to send use your bank data. Please double check them, since the money might be misled otherwise.

How long will it take until my exchange order has been taken care of?
Generally it takes a couple of days for your package from your sending to us receiving and processing it. If we are handling your order, the status is updated conferring to your order. It may very well take ten work days until the order is resent by us and delivered to you. If the status is not changing after a while you can also contact us

What address should I send the return shipment to?

Imperial Clothing GmbH
Deutscher Platz 4
04103 Leipzig
Germany

SORTIMENT

When do you finally reorder the DropDead collection, especially the shirt X in size Y that I am looking for?
We continuously reorder the UK brand, meaning their complete collection of zippers, shirts and girlies. But naturally we are not supplied with every article we order and the demand is huge. We are trying our best to constantly improve the supply.

Why does your supply lack exactly this band, I was looking for?
We continuously work on completing our assortment. If we do not offer your favorite«s merchandise this might be due to contract law forbidding us to buy and sell their stuff online, a lack of convenient vendors or we just did not think of your favorites yet. It might be a good step to ask us if we know them and if we will offer their merchandise soon. Same counts for brands as well!

Why do you only sell small sized shirts?
Our supply is, as well as anybody else«s, dependent on the demand. There is a noticeably larger demand for small and medium sizes, especially in the brands-section. Since we have to adapt to such trends we usually adjust our order to it and rather order some whole new designs. But since we print an increasing percentage of our assortment ourselves; the range of sizes is constantly growing upwards and downwards.

If a single article or size is on ″red″, can I still order it, or is it not going to be restocked?
At the moment we do not offer the option to reserve sold-out articles. The shirts of the Imperial bands are periodically reprinted and restocked. If imported articles are missing or designs run out of stock it is possible that they are not orderable anymore. If in doubt, you can ask us about the concrete design you wish to buy.

MISCALLANEOUS

Do you have a catalogue or a retail store where one can purchase your products?
Yes, meanwhile we have both. You can order the catalogue online; we give it away to bands and distribute it at festivals.

Could you please send stickers along with my order?
If we receive promotional give-aways we usually distribute them, but you can also contact us individually.

You do have band-poster, right? How can I get those?
The posters are available either on concerts of the bands or on special occasions, such as before Christmas or on any festivals where we provide an Imperial sales booth. This year we are present on the following festivals: With Full Force, Wacken Festival, Summerbreeze, Highfield and many more.