Do you ship to my country?
We ship to most locations world-wide.
What is my shipping cost?
The shipping cost is based on your selected destination.
Shipping cost in Europe are mostly offered. 20€ for the rest of the world.
When will my order be shipped?
Your order will be shipped within 48 hours of receiving your order confirmation on business days.
How is shipping affected during peak periods?
Due to a general high increase on order volumes during holidays, peak seasons and new releases, the processing of your order may take up to 72 hours. We will do our best to ship your order as soon as possible.
How can I track my shipment?
You will receive an email with your tracking number once your order is shipped.
What are your delivery options?
We work exclusively with PimPamPost for Europe.
Shipments outside Europe are overloaded and carried out by other logistics players (UPS / DHL ...)
How does PimPamPost shipping work?
PimPamPost is the eco-friendly package delivery solution in Europe for slow-fashion e-tailers. We offer a parcel transport service that minimizes the direct environmental impact of the shipment, by using the space available in public transport (passenger baggage or unused bunkers on the bus, trains, carpooling, etc.). ). In addition, we over-compensate the CO2 produced during the expedition through collaborations with NGOs working in the field of environmental protection (reforestation, protection of wooded areas, cleaning of the oceans ..).
What are the accepted payment methods?
Igwe accepts payments with VISA, MasterCard, American Express.
When will I be charged for my order?
If you pay by credit card the total amount will be reserved on your account immediately when the order is placed. The money is then charged when your order is registered for delivery from our warehouse. You will then receive a confirmation containing a receipt of the purchase.
I was charged twice for my order.
If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. If you need help speeding up the process, you can contact the issuing bank of your credit card.
Do I have to pay international taxes and duties?
When ordering within the EU (European Union), all additional charges such as VAT/tax and duties are included in the given price.
When ordering outside the EU (European Union), all prices exclude VAT/tax and duties. Price also excludes costs for physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders, or mark them as a gift.
Customs policies vary from country to country - please contact your local customs office for further information. Note that sometimes custom agents may delay delivery of some packages.
When do I receive my order?
Your order will be shipped within 48 hours of receiving your order confirmation on business days. Orders received before 15:00 CET will be shipped the same day. Please note that shipping times may be affected during peak periods (e.g. holidays and new releases) and the processing of your order may take up to 72 hours. You will receive an email containing your tracking number once your order is shipped.
Can I change my order?
We start working on your order as soon as it is placed, so there is a very limited time-frame in which you can amend or cancel it. Please note that during peak periods (e.g. holidays and new releases) this may prevent changing your order in time. If you would like to change your order, please contact us as soon as possible.
If your order has already been dispatched from our warehouse before you cancel or change it, return it to us for a refund when you receive it and place a new order. Return fees apply.
Can I change my address?
If you would like to change your address once you have received your shipping confirmation, please contact PimPamPost as soon as possible.
Can I track my order?
Yes, you will receive a tracking link from UPS on your shipping confirmation email. If you have not received your tracking link, please contact us.
My tracking link does not work.
It can take a day for the PimPamPost tracking link to be activated. Contact us if your link does not work within 24 hours.
Can I add items to my order?
Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us. If the order has not been sent we can ship them together to avoid double shipping costs.
I did not receive an order confirmation.
As soon as your order is placed, an order confirmation is sent to the email address you entered in the checkout. If it is missing, please make sure you have provided the correct email address and double check your email spam folder. If it’s still missing, there might be something wrong with the order. If so, contact us and we’ll sort it out for you.
What are your policies on insurance and fraud?
All orders are insured during transit. The insurance is released and the responsibility passes to you when PimPamPost receives a signature. This includes the signature of a third party. An order is considered fulfilled at the time UPS receives a signature. Igwe eserves the right to cancel any order flagged by our fraud assessment software as a potential fraud.
Igwe offer free returns.
What is your returns policy?
You are entitled to return your order within 30 days after receiving the delivery (return must be shipped by day 30). The package may be opened upon receipt but all items returned must be unused (in the same condition received). All original packaging must also be returned unused. Items returned after 30 days of receiving the delivery will be sent back to the customer.
How do I return an item?
Place the items that you want to return in the original package
Fill out the return form, put it in the box and attach the UPS return label on top of the box
Schedule a pick-up through UPS.com or leave the parcel at your closest UPS access point
If you live outside of the EU, please contact us to receive a pro-forma for your return.
Please retain a copy of your return receipt from PimPamPostn case anything should happen during the return process. For more information about PimPamPost services and access points, please visit ups.com.
Can I exchange items?
Yes. Exchanges can be made within 30 days after receiving the delivery only for the exact same item in a different size, subject to stock-availability. No additional shipping costs or returns fee will be applied for exchanges. If you paid with Klarna invoice you will not receive an updated invoice in connection to your exchange.
When will I receive my refund?
We process changes and returns within 5 working days of receiving them unless we need more information from you. Please note that your return may be affected during peak periods (e.g. holidays and new releases). As soon as we have handled your return we will refund you by the same method you used to pay. Your refund will show on your bank account within 5 working days. If you haven’t received your refund within 10 working days, please contact your bank for more information.
How do I know that you have received my return?
Use the PimPamPost tracking number on the return label to see if we have received your parcel. If you are unsure about the status of your return, please contact PimPamPost.
I received the wrong items.
If you have received the wrong items, contact our customer service and specify which products. Return the faulty items through our returns form. You will receive the correct items without additional costs for return and/or shipping.
I am missing my return form.
If you need a new returns form or shipping label, please contact us.
Will you refund the taxes and duties I was charged on my order upon delivery?
Unfortunately we cannot refund you these charges. Please contact your local customs office to request for a refund (taxes and duties only charged for non-EU orders).
Can I get a refund for returns via PayPal?
If you have paid via PayPal and have a Paypal account, you are eligible for refund of your return fees up to 30 USD through your PayPal account. Read more on PayPal’s return policy here.
I cannot find the style, color or size I'm looking for.
The colors and sizes available in the online shop reflect what we currently have in stock.
How do I find the right size?
There is a size chart for each product with measurements. You can also find all size charts and instructions how to choose the right size here.
Where do I find care instructions?
You find care instructions for each product on its label. You can also read our Care instructions for how to best treat your product here..
Are your products vegan-friendly?
All igwe products are sustainable and eco-friendly, but not vegan
Where are your shoes produced?
Igwe shoes are produced in Portugal.
If you have any other questions, you are always welcome to email us at firstname.lastname@example.org. Our customer support operates 09:30–18:00 CET on all weekdays except for French public holidays.