FAQ's

FREQUENTLY ASKED QUESTIONS

Everything shipping, payment, delivery & returns and other popular questions

 

General Questions

Can I amend my order? 
We can only change orders that have not been processed for shipping yet.

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

What is the status of my order?

We will send you a confirmation email with the link to track the status of your order. Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order

Can I use more than one discount code on my order? 

Unfortunately no, we only allow one discount/promo code per order.

Why won't my discount code work?

Some codes are time sensitive, so you may be outside the use by date.

I made a mistake in my shipping address — is it too late to change it?

Please reach out to iofigo.llc@gmail.com and let us know the correct address. We’ll get back to you quickly, and will edit the address if possible.

Shipping

Where do we ship and how long does delivery take?
Delivery times are also delayed based on shipping country*: 

US: 18-23 business days

EU: 2-7 business days

Rest of the world: 10-30 business days 

UK: 2-3 business days

AUS: 10-30 business days

*Please note that the shipping times stated above depend on the quantity of products you purchase, the type of product and the shipping address. 
Follow this link for shipping locations at the moment- where we ship
 
My order was lost in the mail. How do I arrange a replacement?

We want to make sure you get your IO FIGO Products! Email iofigo.llc@gmail.com and we'll work with you to fufill your order.

I ordered multiple product types. Why didn’t my whole order ship together? Since every product is made and shipped on demand, the varying production times sometimes result in different product types being shipped separately. You will only be charged for shipping once. 

Returns

Do we accept returns? 
We do accept returns in respect to the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 28 days of delivery

- The return is made within 14 days of the return or exchange request

Have you received my return? 

If you have returned the parcel via a trackable service, we recommended tracking the parcel to see if it has been delivered. If the parcel is showing as delivered, kindly allow 10 - 14 working days for us to process your return.

Are returns free?

Refer to the delivery slip within your package for return rates. 

Payments

What payment methods do you accept? 

We accept ALL major Credit Cards via Stripe, Clearpay and Paypal in the following Currencies GBP, USD, EUR, JPY, CAD and AUD. 

Will I be charged customs and import duties? 

Not for deliveries in the UK, however, International deliveries may incur customs fees but you will need to confirm with your courier.

What currency will I be charged in? 

We currently only support the following currencies: GBP, USD, EUR, JPY, CAD and AUD. Your bank will apply the corresponding conversion rate of the currency you choose

Other Questions

Do you have a size guide? 

There is a size guide available on every product's page.

How secure is shopping in the Online Shop? Is my data protected? 

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.

I never received an email confirming my Order? 

Please check your spam/junk folders, if you still haven't received an order confirmation then contact us at iofigo.llc@gmail.com

Do you have physical stores? 
We currently don't have any physical stores under our brand name. However, we ship to multiple countries across the world.