Contact information

CONTACT INFORMATION

At IMPERA COSMETICS, we are committed to providing prompt, professional, and transparent customer support. If you have any questions regarding this Shipping Policy, your order, shipment, delivery status, tracking information, courier updates, or any other shipping-related matter, our Customer Support team will make reasonable efforts to assist you.

Company Details

IMPERA COSMETICS
Operated by Apexline Marketing

Registered Office
914, D Mall
Netaji Subhash Place
Pitampura
Delhi – 110034
India

Customer Support

Email: support@imperacosmetics.com

Phone: +91 98999 87909

Website: https://imperacosmetics.com

Business Hours

Our Customer Support team is available during the following business hours:

Monday – Saturday
10:00 AM – 6:00 PM (Indian Standard Time - IST)

Our offices remain closed on:

  • Sundays
  • National Holidays
  • Government-declared Public Holidays
  • Company-declared Holidays (if any)

Customer enquiries received outside business hours will be attended to on the next Business Day.

Response Time

We strive to respond to customer enquiries as quickly as possible.

Our usual response timelines are:

Type of Request Estimated Response Time
General Shipping Queries Within 24–48 Business Hours
Order Tracking Assistance Within 24 Business Hours
Delivery Issues Within 24–72 Business Hours
Lost Shipment Investigation Depends on courier investigation (generally 5–10 Business Days)
Damaged Shipment Claims Within 2–5 Business Days after receipt of all required information
Missing Item Claims Within 2–5 Business Days
Wrong Product Delivered Within 2–5 Business Days
Escalated Shipping Complaints Within 5–7 Business Days

These timelines are estimates and may vary depending on the complexity of the issue, courier partner response times, and periods of unusually high customer enquiries.

Information to Include When Contacting Us

To help us resolve your query efficiently, please provide as much relevant information as possible, including:

  • Full Name
  • Order Number
  • Registered Email Address
  • Registered Mobile Number
  • Shipping Address
  • Courier Name (if available)
  • Tracking Number (if available)
  • Description of the Issue
  • Date of Delivery or Expected Delivery
  • Photographs or Videos (where applicable)
  • Screenshot of Tracking Status (if applicable)

Providing complete information may significantly reduce investigation and resolution time.

Shipping-Related Assistance

You may contact us regarding matters including, but not limited to:

  • Order Dispatch Status
  • Shipment Tracking
  • Delivery Delays
  • Incorrect Delivery Address
  • Address Modification Requests (before dispatch)
  • Failed Delivery Attempts
  • Returned to Origin (RTO)
  • Lost Shipments
  • Damaged Packages
  • Missing Items
  • Wrong Product Delivered
  • Courier Updates
  • Shipping Charges
  • Delivery Availability
  • PIN Code Serviceability
  • Re-shipping Requests
  • Shipping Documentation
  • Delivery Confirmation
  • General Shipping Enquiries

Investigation Process

Some shipping-related matters require investigation with our logistics partners.

These include, but are not limited to:

  • Lost shipments
  • Missing parcels
  • Delivery disputes
  • Incorrect delivery
  • Damaged shipments
  • Proof of delivery verification
  • Courier operational issues

During such investigations, customers may be requested to provide additional documentation or information.

Resolution timelines depend partly upon responses received from our courier partners and other third parties.

Customer Cooperation

Customers agree to cooperate during shipping investigations by providing accurate and complete information requested by IMPERA.

Failure to provide the requested information within a reasonable time may delay or affect resolution of the enquiry or claim.

Escalation of Shipping Concerns

If your shipping-related issue remains unresolved after contacting Customer Support, you may request that your matter be escalated for further review.

Escalated cases are reviewed by senior personnel, and additional investigation may be conducted where appropriate.

Our objective is to resolve all genuine customer concerns fairly, transparently, and in accordance with our published policies and applicable laws.

Communication Methods

Depending on the nature of your enquiry, IMPERA may communicate with you through one or more of the following channels:

  • Email
  • Telephone
  • SMS
  • WhatsApp (where available)
  • Website Notifications
  • Courier Communications
  • Other electronic communication methods that you have consented to receive

Customers are responsible for ensuring that their registered email address and mobile number remain accurate and accessible.

Policy-Related Questions

If you require clarification regarding:

  • this Shipping Policy;
  • our Terms of Service;
  • our Privacy Policy;
  • our Return, Replacement & Refund Policy; or
  • any other policy published on our Website,

please contact us using the details provided above.

We will make reasonable efforts to explain our policies and assist you in understanding your rights and responsibilities as a customer.

Our Commitment

At IMPERA COSMETICS, customer satisfaction is an important part of our business. While certain shipping matters depend on independent courier partners and circumstances beyond our reasonable control, we are committed to:

  • Providing accurate shipping information;
  • Processing orders efficiently;
  • Working with reliable logistics partners;
  • Keeping customers informed of significant shipping updates where reasonably practicable;
  • Investigating genuine shipping concerns promptly;
  • Resolving shipping-related issues fairly and transparently in accordance with applicable laws and our published policies.

We appreciate your trust in IMPERA COSMETICS and thank you for choosing us.