OUR MOST ASKED QUESTIONS
I live in Europe, will I be subject to these pesky post Brexit charges?
After Brexit happened, we were quick to open a hub in Belgium for our factory to ship directly to for quality control and packaging, ensuring none of our EU customers will have the risk of being hit with any post Brexit charges.
What courier services do you use to send products out?
For the UK we use Royal Mail's TRACK 24 service to ensure our customers aren't waiting any longer than needed and have full tracking to their email and mobile phone.
For international customers, excluding Europe we use Royal Mail's International Tracked 3-5 days service which like the TRACK 24 includes full tracking for our customers.
PLEASE NOTE: A very small amount of countries do not allow for tracking once the parcel leaves the UK which means we cannot take responsibility for any problems or issues that happen after that point. These countries will show as NON-TRACKED when choosing your service at checkout.
For the EU, we use DHL Connect which also comes with complete tracking from our hub to your door.
Can I add my name, number, flag or logo to your products?
Yes! We are proud to offer industry leading customisation!
With our template gloves you have the freedom to choose a design you like, change the colours - this is usually 2-3 sections on the glove - and add your name/gamertag, number and flag (you can choose this for each glove if you wish to have different colours and details on each glove) at no extra cost.
For boots you have the freedom to change the colours or add any design to each boot panel, along with adding your name/gamertag, number, flag and even logos at no extra cost.
PLEASE NOTE: The grips on the gloves, the sole on the boots are not customisable due to manufacturing restrictions - This may change in the future so be sure to follow us on social media and/or sign up for our newsletter to stay up to date with the latest and greatest from IMB.
I have checked my size and I'm between sizes?
If you happen to be at the high end of one size or the lowest end of a size then we recommend choosing based on how you'd like the product to fit. Some people prefer a tighter fit, in which case go for the higher end where as some prefer a lose fit so in this case go for the next size up.
If this is not something you can do, we can always provide a custom size template in special circumstances at no extra cost - please note, this can add additional time to the process while a special made to fit template is created just for you.
How do I know if I'll like my design?
Any product you purchase from IMB is created by one of our designers who will work with you, usually via email, to create exactly what you want or need. Nothing is ever sent to production with your approval first.
Always remember to check your spam folder in your email if you haven't received any contact from us 3-5 days after you purchase.
What long will my order take?
All orders take up to 6-8 weeks to produce, quality check and ship to your door. This lead time is from when you confirm your mock-up, not from the date of purchase.
Can I make changes to my mock-up after I have confirmed?
Once one of our designers has worked on your mock-up and it has been confirmed by you, it is unlikely we will be able to make changes to it.
If you notice a problem with your design within a day or two of confirming, if the order has not been sent to our factory we may be able to jump in and make some last second amendments - but we cannot guarantee this!
Once the order has gone to our factory, we will be unable to make any changes to the order or products.
What stage of the process is my product at?
You will receive status update emails for each step of the process. These will be sent to the email address you provided when your purchased your product.
Always remember to check your spam folder if you haven't seen these arrive in your inbox.
You can also use the online tracker below to see what stage your order is at along with further information on previous stages. Simply enter your order number (IMBXXXXR) and the email address you provided when purchasing.
I'm not happy with my product, can I return it?
If you have suffered a rare failure or problem, we will be more then happy to offer a replacement or refund.
If there is no manufacturer issue with your product, we will not be able to offer a refund or replacement as all our products are custom and made bespoke for you.
If the issue relates to a sizing or fit problem, we may be able to help with a discounted replacement if IMB was not at fault or to blame.
I can't find an answer to the questions I have, what do I do?
If you have read through our frequently asked questions but cannot find the answer you need, please feel free to use the contact form below or connect to our support Discord where one of our support agents will be happy to assist you.
FAQ & CONTACT
CHAT TO US ON DISCORD
We're excited to bring a new customer service option to you!
We understand that for some customers, email isn't the quickest or most effective way to speak to someone when you need some help.
So we've made it possible for you to speak to one of our support team, in real time via Discord.
For those who prefer email, you can still contact us by using the box above.
We never hope that any customer will have an issue but in the rare occasion it does happen we're here for you on Discord too.
Just click the Discord logo to begin!