Advance FAQs You have a question? You will surely find an answer here. Browse our frequently asked questions from other customers.
Delivery & order tracking
Delivery & order tracking
How to contact Imprevu?addremove
You can contact us by email via the address email@example.com or via our contact form by following this link:
How to track my parcel?addremove
We have selected two renowned partners to ensure the delivery of your packages in the best conditions. When the package, prepared by us, leaves our workshops, it is taken care of by the partner you have selected. This will send you via your mailbox indicated in your Imprevu account, a tracking number for your package as well as the procedure to follow.
Where can I receive my package?addremove
Your package can be delivered throughout the European Union.
Your package will be delivered to the address indicated in your customer account.
How to create an Imprevu account?addremove
In order to create an Imprevu account, we invite you to:
- Click on the "Account" icon at the top right of the home page on your computer, or on the menu from your mobile.
- Enter your email address on the identification page.
- Fill in the requested information and validate.
How to receive the Imprevu newsletter?addremove
In order to receive our newsletter, we invite you to create an Imprevu account and to tick the box "receive the newsletter" in your personal information.
You can also send your request via firstname.lastname@example.org
What is your data protection policy?addremove
Our data protection policy is detailed by following this link:
What is your return policy?addremove
If you are a consumer from a member country of the European Union, you have the right to cancel your order as well as to request a refund of it.
To do this, the package must reach TSG BV located at BE-7090 Braine-Le-Comte, Allee de Salmonsart 1 within 14 days of receiving your order. (European Directive 2011/83 / EU and article VI.47. Of the Belgian Code of Economic Law).
We recommend that you make your return within 7 days of receiving your order to ensure that it reaches the above address within 14 days. You can contact our Customer Service via email@example.com email address for any questions regarding returns.
All returns must be made within a maximum period of 14 days from the date of receipt of your order. After this period, no return will be accepted.
To cancel your order and request a return, you must go to your Imprevu account in product returns and then click on product returns. You will choose the reference of your order and the product (s) you wish to return.
As soon as you receive the return confirmation email, you must then take your package to the nearest post office. The product to be returned must reach the Company within 14 days.
Products must be returned unwashed, undamaged, unworn with their original labels. Shoes and accessories must be returned as a whole, i.e. in their original box provided (this being part of the full value of the product) upon delivery and protected by a protective box (so that the box is not damaged during the return journey).
Imprevu reserves the right to refuse any refund if the conditions for returning products are not respected.
If a product has a security label, the security label should not be removed. If the security tag is removed, the returned product will not meet our return policy and the item will not be refunded.
We recommend that you return the products in their original box to ensure their protection during transport.
In the event of a return resulting from an error relating to the ordered product attributable to Imprevu in the preparation of the order, the Company undertakes to return the initial order, bearing the return and resend costs. For all other returns, only returned products will be refunded. The delivery and return costs will be borne by the customer.
Once your package has been received by the Company and that it complies with our return policy, we will reimburse you by bank transfer. Transactions can take up to 14 business days.
Als je een artikel wilt ruilen, moet je het eerst naar ons terugsturen en de bovenstaande retourprocedure volgen. Je ontvangt dan je geld terug en kunt het artikel zonder verdere vertraging terugsturen. Leverings- en retourkosten blijven voor rekening van de klant
What are the payment methods?addremove
You have the possibility to pay for your order:
- By credit card (Visa, Mastercard, Maestro)
- By bank transfer: iDEAL
- Via Paypal
- By e-gift card and gift card
How does Imprevu secure my payment?addremove
Your payment is completely secure. Your banking information is never in our possession. Transactions are fully processed by the secure payment module of our partner MOLLIE.
Do you have a size guide?addremove
The table below allows you to link your size from XS to XL according to your measurement in centimeters of your chest, waist or pelvis depending on the clothes selected.
How to take your measurements ?
A. Chest measurement should be taken at the widest point
B. The waist measurement should be taken at the narrowest point
C. The pelvis and buttocks should be taken at the widest point