FAQs

Frequently Asked Questions

Last Updated on August 22, 2022

Once your order has shipped, we will send you a shipping confirmation email with a link to track the order on the carrier's website. By clicking the link, you will be able to check the status of your order once it's in transit.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). 

No return unless the item is faulty or damaged.

You will not be able to exchange any items. 

To make sure you receive your new ASAP, we'll start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel or edit it.

If something additional is needed asap such as a different size or colorway, please place a new order for this and make sure you only order what you want, we don’t accept returns except if it's faulty or damaged.

Once you've placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 1 hour to arrive in your inbox- so hold tight! Once our team at the warehouse has processed your order, you will receive a second email to let you know that your order is on its way to you.

We're sorry to hear that you've received an incorrect or faulty item. So we can get this sorted for you, please drop us a message at help@immenzive.com with the following info:

Your name

Your order number

Product name & code (this can be found on your order confirmation email)

Picture of the fault / incorrect item

We’ve got you covered! We accept the following payment methods:

Visa

MasterCard

American Express

Apple Pay

Diners Club

Discover

Shop Pay

Google Pay

Facebook Pay

You can be assured that shopping with Immenzive LLC is safe! We’re a member of "Verified by Visa" and "Secure by MasterCard", providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

Unfortunately Immenzive LLC is unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by Immenzive LLC. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.

If your order has gone into payment review, it means the order may have failed. If money has been taken from your account and you have not received an order confirmation email, please contact us as soon as you can.

Shipping Surcharges

A $10 shipping surcharge on domestic orders applies to customers living outside the contiguous United States: Hawaii, Alaska, Puerto Rico, Guam, American Samoa, Micronesia, Marshall Islands, North Mariana Islands, Palau, and U.S. Virgin Islands. Additionally, certain items may bear a shipping surcharge due to size and/or weight.

Sales Tax

We collect sales tax in locations where we have a legal obligation to do so. Here are some breakdowns of how these taxes are calculated, charged, and shown:

Actual taxes charged are calculated based on state and local taxes of the location where your order is being shipped

The taxes that appear in your order at checkout are estimated and may differ from the taxes you are ultimately charged

If your state is exempt from sales tax, your shipping confirmation will reflect your new total

You are charged only when your order ships

In some states, delivery charges and gift wrap are also subject to tax

If your order is broken up into multiple shipments, the total sales tax for the order will be split across the various shipments

Once you find items that you want to order, it's time to add them to your online Shopping Bag.

 

With your selected item, choose the size and color (if applicable), and quantity

Select the Add To Bag button

Select the View Bag & Checkout button, which will show a summary of the item(s) you're ordering and the pre-tax order total

To continue adding items to your Shopping Bag, select the Continue Shopping link

To check out, select the Proceed To Checkout button

As you are shopping on immenzive.com, you may come across the following message :

We're sorry. The highlighted item(s) in your Shopping Bag is currently unavailable. Please delete the item(s) to proceed Or it won’t let you add or pay for the Item at all.

This message during Checkout indicates the merchandise you're trying to purchase is sold out and no longer available. To continue with your order, remove the unavailable item(s) from your bag. We suggest you look around for a possible substitute for the item that was unavailable. Once you have removed the unavailable items and have finalized your Shopping Bag, you can proceed to check out.

Steps to Check out or you will also have to checkout as Guest:

In your Shopping Bag, verify your ordered merchandise

The top section of the screen will display the merchandise you're ordering. Verify that:

Size(s) are accurate

Color(s) are correct

Quantities are accurate

 

Sign in to your profile

If you have a profile, your information will be auto-filled

If you don't have a profile, you can continue as a guest

 

Enter your promo code

In the Offers section of your Bag, enter a promo code, if applicable, or choose your best offer and select the Apply button.

If you don't have a promo code, view our Deals & Promotions to see if your order qualifies

Only one promo code can be used per order.

 

Go to Checkout

Select the Proceed To Checkout button.

Input/verify your shipping information

If necessary, enter or add shipping information for your order. Enter your shipping information clearly, making sure you omit periods and hyphens. If the billing/ship-to address contains any special character, such as # or -, it will be necessary to omit these from the address

In the Shipping Options section, choose your shipping preference

 

Input/verify payment

In the Payment section, choose either the Credit card or PayPal button

If you have more than one credit card in your Wallet, you can choose the default card or switch to another card

If you choose the PayPal button, input your info as directed.

Input/verify contact information

Contact info (phone number and email address) is required so that we can notify you of your order status.

Review your order

This is your last chance to confirm your selections.

Review your order and make any necessary changes

Select the Place Order button to confirm your order

We're sorry for any trouble you may have experienced during checkout regarding promotional offers. Reasons for your promo code not working may include:

Requirements are not met for the special offer

Other exclusions that apply

Promotional offer expired

If you continue to have trouble applying a promo code, please contact us by email at help@immenzive.com.

Apple Pay is a fast, secure, and private way to pay in a variety of ways. It can be used in-store, and through the Safari browser on your Apple Pay-supported iPhone or iPad.

Google Pay is a fast, secure, and private way to pay using Android devices. It can be used on any Google Pay-supported Android phone.

When placing an online order using your credit card, please ensure that you:

Enter the account number as it appears on your card, omitting any spaces or dashes

Select the correct card type

Enter all required fields on the order form, including phone number and e-mail address

For American Express credit cards, use the 4-digit code on the front of the card instead of the security code located on the back.

Enter your promotional code into the “Coupon Code” box at checkout.

Hit “Use”

If your code has been applied a pink tick will appear and display your savings.

If your code is a delivery code and your saving is showing as $0.00 then check you have the relevant delivery option selected for the code.

If you see red text saying “Invalid coupon code” check out our promo troubleshooting steps below.

Only one promotional code can be used per order.

Promotional codes may be switched off on site during busy periods- but we will always let you know if they are switched off.

Promotional codes are not applicable to beauty, sale (red prices), new in this week or premium items, unless otherwise stated.

Entered a promo code into the “coupon code box”, clicked “use” but got an “invalid code” message in red text? Check the below helpful tips and FYIs before getting in touch:

All codes have an expiry date you know. Check the email in which you received the code to confirm how long you have to use it.

Check you do not have any sale (red prices), beauty, new in this week or premium items in your basket. Codes cannot be used on these.

Make sure you are entering the code in capital letters and without any spaces. This is super important!

Make sure you are not trying to apply more than one promo code per order.

Make sure you have selected the relevant delivery method, if your code is a delivery discount.

Some promotional codes only apply to certain items e.g. new in/hotlist. If you received your code on email, the full details of the items the code is applicable on will be included.

Items that are already on sale (red prices) will be excluded from any further discount via promo code (unless otherwise stated).

If you want to change the code on your order, press the “Change Code” button under the pink tick on the delivery page during checkout.

Promotional codes are country specific, so if you are given/find a code check this is relevant for the country you have ordered from.

Most of our codes are single use, so if you have used the code before and it is now showing as invalid then please check the terms of the code to confirm if it is single use.

All sale (red prices), beauty, new in this week and premium items are excluded from promotional code discounts, unless otherwise stated.

Some promotional codes are only applicable to selected items, check your email with the code- if there are items excluded then it will say so.

Deals of the Day are specially selected items at prices too good to miss!  Offers are valid online.

Here's how it works!

Catalog merchandise may differ.

Saving passes (WOW! Pass, promo codes) not applicable.

No rain checks if merchandise goes out of stock.

Getting promo codes and special discounts is easy at immensive.com. 

Simply sign up here to get:

Special discounts

Promotional offers

Email updates

You may also check out our up-to-date online deals and promotions page for current offers.

Orders under $99 = $9.99 shipping

Orders from $100- $149 = $5.99

Order above $150 = Free Shipping

You may click 'Unsubscribe' at the bottom of the promotional email.

And for text messages, reply 'STOP' to unsubscribe.

If you are experiencing error messages when making a payment, please be sure you have entered the correct details by double-checking your information. Check with your bank to ensure there are no problems with your account. After this, please contact our customer service here and submit details and we will investigate further.

To help us resolve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can:

1. What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)

2. What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)

3. What payment method you were trying (e.g. Google Pay, Visa, Net Banking)

4. A description of the problem and what time the problem occurred

5. If you receive an error message, please include it in your message to us and provide us a screenshot if possible.

6. Include your order number and your email address.

We're sorry, we cannot add coupons to orders that have already been placed. On the bright side, you can save this code for your next purchase! Or, you could cancel the current order, then place a new order using the code or points.

Note:

1. Some items might be sold out by the time you re-purchase.

2. Every coupon has an expiration date.

Shipping Guarantee offers premium protection and safety for your valuable items during international shipping. We'll reship your package immediately at no extra charge if it's reported lost or damaged.

Please kindly notice: Shipping Guarantee is optional when you checkout. And it is non refundable.

You can cancel your order in [My Orders]-[Gift Card Orders]. The balance will be returned to your original payment method within 24 hours. For more info, please refer to the Terms and Conditions.

We apologize for any confusion this may have caused.

If you noticed a charge on your bank statement after you received a refund, it may be because you requested a refund immediately after the payment successfully went through. The bank's transaction period for processing refunds is faster than the transaction period for processing charges, which is why you received the charge notification after the refund notification.

We recommend contacting your bank for exact details regarding your transaction. Thank you for your cooperation.

As some packages are shipped internationally, you may not see updates via local couriers until the package is cleared by local customs and entry is granted into your location. If your order is still under the estimated delivery time frame, kindly wait patiently. Once this process has been completed, you will see tracking updates.

If your order has not been updated for a long time and is overdue,you may contact the shipping courier or contact agent for help.

Between 10-15 business days after the order has been placed.

It normally takes 1~3 days to process an order before shipping.

We'll email you once it gets shipped out.

Unfortunately, due to recent global events, we are unable to guarantee that your package will arrive before the given date when placing your order or not. Thank you for your understanding.

IMMENZIVE needs 1-3 days for processing now when total delivery comes into 10-15 days.

We are working around the clock to ensure that there are minimal delays and interruptions of our services, yet within limited resources and capacity, shipping and delivery will take longer these days.

Before we move forward, make sure you've checked your mailbox and have asked your neighbors if they received your package by mistake.

For more details, you may contact the shipping company or click the 'Contact Us’ button below. 

If the merchandise ships in multiple shipments you will see multiple charges because there will be a separate charge for each individual shipment. The total of the charges for all the shipments will be equal to the total for the entire order.

We apologize if your item arrived incomplete, damaged, broken, missing components, or defective. You will have 5 days, from the day of delivery, to notify us if you did not receive your merchandise, if your merchandise was wrong or if the merchandise was missing pieces or parts.

In order to be notified of a restock, please add the item to your "Wishlist". You will then receive a push notification once the item is back in stock.

You can write reviews on the products after you receive the order.

Here are the steps:

1. Locate the order in the 'My orders'.

2. Click the 'Review' button to leave a review of the item(s) you've purchased.

For product details, you may view the 'Details' or 'Description' sections on the product pages.

These pages contain clear, detailed info about the item you are interested in.

As we get products from different countries, our clothes are sometimes labeled with different  Sizes – which may also be listed on your paper invoice inside the parcel. Not to worry, the product will be the size you ordered – just labeled with the equivalent size (e.g. UK size 6 is a US size 2). You can always refer to Size guide’s linked with products.

For returning items, we provide one Free Return label which you can use for your order. Please follow these steps:

1. Sign in to your IMMENZIVE account.

2. Find the order in "My Orders", click the "Return Item" button.

3. Select the item(s), indicate the reason(s) for return, and submit.

4. Print the return label and securely tape it on the outside of your return package.

5. Call the post office to arrange a pickup or drop it off at your nearest post office.

Once we receive your return, we will email you and process your refund accordingly.

We will offer a full refund for all eligible items, excluding shipping fees, shipping guarantees and non-refundable items: bodysuits, lingerie, jewelry, beauty, underwear, event & party supplies, DIY supplies ,pet supplies, accessories (except scarves, bags, and mermaid blankets), items with non-returnable marks and free gifts. Also we cannot offer refunds on cosmetics if the hygienic seal has been broken.Coupon codes and points will not be refunded as they do not carry monetary value.

We apologize for the inconvenience caused due to size unfit. We do not accept exchange requests at this time. 

Should you receive a damaged, defective, or incorrect item, please follow the steps below within 5 days of placing your order.

You will be refunded according to the actual price paid for the items (after deducting coupons and points, if used). Shipping fees and the shipping guarantee are non-refundable. Please note that the first return label per order is free. Additional return requests for the same order will generate a $9.99 USD fee per label, and will be deducted from the refund amount, if applicable.

We sincerely apologize for the inconvenience!

You may Contact Us for a refund or a reshipment.

Note: The order number is needed. Please also submit photos of the wrong item(s) you received.

Please note that returns can take up to 7-10 business days to be processed and all returned items are verified and inspected by our team. Once we confirm your return, the refund processing time from IMMENZIVE’s side is always 24 hours. Since different payment methods have different processing times, the exact time for the refund depends on the official processing time of your bank.

Please keep your orders separate, as returning more than one order in a package may delay your refund.

Passwords can be edited via clicking 'Account Security' under 'My Account'. If you have forgotten your password and cannot log in, you can click 'Forgot Your Password' from the login page.

You can follow below 2 ways to add a new shipping address:

1. You may add it by clicking the 'Add New address' button via 'Address Book' while signed in to your IMMENZIVE account.

We apologize that the email address cannot be modified once it is registered. This is related to your account safety.

1. If you haven't purchased yet, we kindly suggest you register a new IMMENZIVE account.

2. If you have orders/wallet balance in this account, we kindly suggest you keep this account until all issues are solved. Then you can use the correct email for registration.

Follow the steps below to begin the account deletion process:

My Account -> Account Security -> Delete Account

If you change your mind, you may cancel the deletion request within 3 days by logging in to your account. You can also click the 'Contact Us’ button below for more help if you can't cancel the request yourself.

Please note:

1. Typically, the account will be deleted within 3 days.

2. The account can't be restored once deleted successfully.

In order to delete or update your card information, please visit 'My Payment Options'.

You can choose how you want us to contact you about things we think you'd like to hear about. Don’t wanna keep up with our latest goings on, offers and all things IMMENZIVE? No worries, simply log into your account, click on contact preferences and untick all contact options.

This is a 3D Secure payment option that some banks use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information, please contact your bank.

Just hit the 'Unsubscribe' button at the bottom of the email newsletter.

Still Have Question? Contact Us

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