Once you place your order you will receive an order confirmation email within a few minutes. If you believe anything is incorrect or you ordered the wrong size, please get in touch with with us using the online chat or email hello@imperfectpointes.com 

If you have not received an order confirmation to your email within 10 minutes (don’t forget to look in the spam folder as well), we recommend you to contact us. It’s possible that your order was unsuccessful or that your email address was submitted incorrectly. Make sure you add us to your ‘safe senders’ list

If you have changed your mind, ordered an incorrect item, size or colour, and would like to cancel or amend an order, please contact hello@imperfectpointes.com as soon as possible for assistance. We will do our best to make this change. Please note, orders which have already been shipped cannot be cancelled or amended.

We aim to ship all Ready-to-wear, instock orders within 2 days. 

If your item is unexpectedly out-of-stock, for example, due to an inventory error, we contact you to offer a solution or alternative item. 

Standard UK orders will be sent on the 24 hour tracked service. 

Only select the ‘Express’ option if someone will be at home to receive your parcel. Our Express service is great if you require urgent shipping, as the item is guaranteed to arrive by 1pm the next day. But please note but will require a signature 

Can I change an order that I have already placed?

We use the Royal Mail Tracked service for all international orders. 

Shipping to EU countries For orders to the EU, sales VAT is included. Import duty costs are not covered by Imperfect Pointes, however, this is usually not applicable on orders under 150 euros.

International orders are delivered DDU (Delivered Duty Unpaid), which means that you may have to pay additional fees upon delivery of the package. 

For orders to the US, orders up to $800 are free of extra duties and charges.

Royal Mail Service usually takes around 6 days and you can track your item right through the system up to the point of delivery using the tracking number. 

Worldwide including Japan, Hong Kong, Australia and New Zealand - shipping to these destinations can take up to 11 days. 

Kindly note that Imperfect Pointes is unable to advise if you will have to pay taxes locally or any potential amount that you will be charged. For more information regarding additional fees levied by your local government, we suggest you contact your local customs office.

When shopping online, please be conscious of your consumption. Processing returns has an environmental impact and we consider free returns to be an unsustainable cost. Therefore, we expect you to return any items at your own expense, (unless faulty or the incorrect item was sent) this helps us to limit direct climate effects. If you're unsure about the size or colour you're always welcome to reach out to us at hello@imperfectpointes.com

If you would like to make a return or exchange please let us know by email  hello@imperfectpointes.com quoting your order number. 

Then return it in it’s original outer packaging if possible to:

Imperfect Pointes

Profolk

Bank Chambers 

Stockport 

SK1 1AR

Please ensure you choose a service which means the item is insured as we will not be responsible during transit. 

Exchange - if you would like to make an exchange we will send out the replacement / exchange item free of charge once we receive the original item back.

We offer a 21 days return policy on dancewear and tights 

Leotards and mens tights - we are only able to accept returns on unworn dancewear. As a small business we need to be able to resell items that come back to us. We cannot accept items that are marked or have been worn for class. 

Convertible Ballet tights If your tights are unused, unopened and in the original product packaging with all labels and protective seals intact you have the right to return the products within 21 days of receiving them. Please note that for hygiene reasons we do not accept tights that have been tried on .

Christmas and Holidays 

During the festive holiday period we have an extended exchange or refund period. We will process anything that has been bought as a gift from 15th November through to 10th January.

Made to Order items are exactly that - made specifically for you. If you have not previously ordered an item from our standard range of dancewear, we recommend you do try that first so you are confident of your size. Made to order dancewear is NON RETURNABLE (this does not affect your consumer rights). If in doubt, we are always here to answer your sizing questions or for style advice 

Step by step guide to ordering your made-to-order dancewear 

Let’s start with the fun part: 

1. Choose the silhouette (dancewear style) you want to customise
2. Choose your colours

Now choose your perfect Imperfect Pointes fit:

1. Select your size
2. Personalisation:
3. Lower legline - On certain women’s styles we are also offering the option of extra a lower legline to give the confidence of more butt cover 
4. On certain styles you can opt for longer torso length - we are currently trialling this on certain styles 
5. Give us any additional comments in the notes on the order 
6. Add to cart 
7. Wait 5 weeks plus shipping time

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