Help + Frequently Asked Questions
How do imogene + willie jeans run?
For the most part, imogene + willie jeans run large.
* If you are purchasing Rigid, we recommend purchasing our jeans one size smaller than you normally wear.
* If you are purchasing jeans in a Stretch fabric, we recommend one size smaller than you normally wear for a tailored fit, and your true size for a comfortable fit.
* If you are purchasing a Plus Wash, we recommend purchasing your true size.
NOTE: If one size smaller isn’t available (in the case of sizes 38 and 40), we recommend purchasing your normal size. These are recommendations only and they do not take into account millions of tastes and personal preferences. Please use your own discretion when choosing the best size for you.
How can I check the status of my order?
You can check the status of your order by contacting us at firstname.lastname@example.org. We will do our best to respond within 24hrs. If you do not get a response within 24hrs, we are more than likely experiencing an unusually high email volume. We promise to respond as soon as possible.
Note: Please allow up to 3 business days for orders to ship. During promotions, sales or holidays ship time may be delayed up to 7 business days. Orders received on weekend days and holidays will be processed and shipped no sooner than the following business day. If you have a question about the status of your order, please don’t hesitate to contact us at email@example.com.
What is your return/exchange policy?
We will gladly accept returns or exchanges for online purchases within 30 days of delivery. If your return exceeds the 30 day period, you will receive a store credit for the full amount of the item. Please return merchandise with original tags and packaging, unwashed, unused, and without alterations. Shipping and handling charges are non-refundable. Please refer to “How to return an item” and “How to exchange an item” for detailed instructions.
To accommodate holiday gift giving, we have extended our exchange policy for purchases made between November 1 and December 9, 2014. For these purchases, we will accept new, unworn items for exchange or store credit as long as the package is postmarked by January 9, 2015. We will continue to only issue refunds for items returned within 30 days of delivery. If you have any questions regarding this extended policy, please contact us at firstname.lastname@example.org.
Do you honor price adjustments?
We will honor price adjustments on full priced items that have gone on sale if the change in price happens within 7 days of the original purchase. Promotional or discount codes cannot be retroactively applied to any previous order. Price adjustments will not be offered for items discounted in our November 2014 sales.
How to return an item:
All returns must be authorized by imogene + willie. Please send your return request to email@example.com with your order number and list of items you would like to return. Upon receipt of a confirmation email, pack the merchandise in the original package if possible and send pre-paid and insured to:
Attn: Returns or (Attn: Exchanges)
imogene + willie
1310 Clinton St. Suite 121
Nashville, TN 37203
How to exchange an item:
Because of the limited nature of many of our products, if you are interested in making an exchange, we recommend sending an email to us at firstname.lastname@example.org to request authorization of your exchange and confirmation that your desired size and item for exchange are in stock. Upon receipt of a confirmation email, please send your original merchandise, unwashed, unused, and without alterations to us at the address above. Please include a detailed note of the size/item which you’d like to exchange. There will be a $10 charge for shipping and handling for all exchanges. Please include a check or approval of these charges with your item.
Take Note: imogene + willie will not accept responsibility for reimbursement or compensation of lost packages without proof of delivery. When your return is received, we will credit the card used to make the original purchase. imogene + willie will process your return immediately but the time it takes for the refund to post to your account may vary depending on your bank and/or credit card company. Most refunds post within 48hrs.
What is your shipping policy/method?
All domestic orders are shipped via Fedex or USPS. Rates are determined by weight and destination. imogene + willie does not ship to multiple addresses per order. Please allow up to 3 business days for orders to ship. During promotions, sales or holidays ship time may be delayed up to 7 business days. Orders received on weekend days and holidays will be processed and shipped no sooner than the following business day. If you have a question about the status of your order, please don’t hesitate to contact us at email@example.com.
Do you ship internationally?
Yes. However, we are only equipped to ship to the following countries automatically: Australia, Belgium, Canada, Costa Rica, Denmark, Estonia, France, Germany, Greece, Ireland, Italy, Japan, Mexico, Netherlands, New Zealand, Romania, Russia, Singapore, Spain, Sweden, United Kingdom. If you are interested in purchasing our merchandise, but live in an unlisted country, please send an email to firstname.lastname@example.org. In this email, please list the items you would like to purchase along with your shipping address. We will then send you a quote followed by a link to a personal checkout area.
Where is imogene + willie? From where do you ship?
At this time all orders are processed and shipped from our shop in Nashville, TN.
How can I change my order?
You can send changes to email@example.com. We will be happy to make changes to your order as long as it has not been shipped.
What credit cards do you accept?
imogene + willie accepts American Express, Visa, MasterCard and Discover.
How do you charge sales tax?
Sales tax of 9.25% will be charged only on items shipped within Tennessee. No tax will be applied to orders outside of TN.
The item I want is sold out/backordered. What now?
Due to the special and limited nature of many of our products, we may not be able to accommodate all immediate requests. If the item you want is sold out or on backorder, we will fill orders as soon as the product becomes available. In some cases, once sold out, an item may no longer be available. The amount of time it takes for a backordered product to ship depends on many details and varies from product to product. If you would like to order a backordered product or have questions about product availability, please write to us at firstname.lastname@example.org. In this email, please list the item(s) you would like to purchase along with your shipping address. We will then send you a quote followed by a link to a personal checkout area. This will insure your reservation.
I heard imogene + willie makes their jeans in their shop. Is that true?
Yes. We manufacture as much in our shop as we can. Because of increased demand for our jeans, we cannot make every jean we sell in our tiny workshop. In an effort to build-up a dying garment industry in the south, many of our jeans are made regionally. All design, fit development, pattern making, and finishing touches are done at our shop in Nashville, TN. imogene + willie jeans have been, and will always be, made in the USA.
What is “rigid” denim?
The term “rigid” refers to denim that is completely unwashed. Nowadays, most jeans are pre-washed for softness and a worn-in look. By contrast, rigid jeans are dark and stiff. They require a break-in period and mold to the body of their wearer with time. Although the wearer will likely experience some mild discomfort during the break-in period, we highly recommend this approach, as it is the most rewarding and cost-effective.
What does the term “selvage” or “selvedge” mean?
Selvage or selvedge denim refers to fabric produced on old-style shuttle looms. Because of increased demand in the 1960s for blue jeans, textile mills started using projectile loom technology to produce fabric wider, faster, and cheaper. Shuttle looms weave a comparatively narrow piece of fabric, so a longer piece is needed to produce a single pair of jeans. Selvage has gained its hallowed status and the price that comes with it because more fabric is needed to produce a single pair of jeans, and shuttle looms are few and far between. The term “selvage” comes from “self-edge” which refers to the finished edge of shuttle loom-produced fabric. This desirable clean edge is produced by one continuous cross thread (the weft) passed back and forth down the bolt of fabric. You can see the selvage edge for yourself in the cuffed outseam of selvage denim jeans.
Are imogene + willie jeans preshrunk?
Yes and no. Our rigid jeans are sanforized, but you should expect a small amount of shrinkage at first wash. However, all of our washes, stretch blends, as well as tops for men and women ARE rinsed for shrinkage.
I plan to pre-soak my rigid imogene + willie jeans. Are your rigid jeans shrink-to-fit?
No. Our rigid jeans have a minimal amount of shrinkage at first wash. They do not shrink multiple sizes like some STF fabrics. If you are interested in pre-soaking one of our rigid jeans, we recommend purchasing your true size. Because our jeans run large, purchasing your true size should allow for any shrinkage.
When should I wash my imogene + willie jeans?
We have visited the Denim Guru at the top of the great hill and have the answer you’ve all been waiting for. Are you ready for it? … There is no answer. Time and time again, we have seen guys with great looking jeans who washed every month. Conversely, we’ve been impressed by jeans which have never seen soap. In the end, the only suggestion we have for you is to wear frequently, and wash infrequently. The more you love your jeans, the more they will love you (however, if you like concrete solutions to problems, 6 months is a safe bet).
What is your policy on privacy?
We respect your right to privacy. imogene + willie collects only the information necessary for us to complete your order or to contact you regarding the status of your order. imogene + willie will not sell or share your name or personal information. imogene + willie utilizes browser “cookies.” Cookies are used for basic non-sensitive information that is critical to shopping cart functionality. Cookies are not used for sensitive information such as a customer’s name or billing information. All sensitive information is stored either in secure browser “sessions” or in the protected database.
Note: imogene + willie online will not function if cookies are turned off.
Questions, Comments, Concerns or Feedback?
Always feel free to contact email@example.com if you have any questions, comments or concerns. We appreciate any feedback you may have. For help by phone, please call (615)712-8089 Mon-Fri (11AM-7PM CST). If you reach our voicemail, we will return your call at our earliest possible convenience.