FAQ

Frequently Asked Questions – INA Collection

Orders & Shopping

1. How do I know if my order was successful?
After placing your order, you’ll receive a confirmation email with all your order details. If you don’t see it, check your spam or junk folder  or contact us to confirm.

2. Do I need to create an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track orders, save your shipping address, and receive exclusive offers.

3. I didn’t receive my confirmation email. What should I do?
Please check your junk or spam folder. If it’s not there, contact us at [email protected] and we’ll resend it.

Shipping & Delivery

4. Where do you ship from?
We ship from our UK-based warehouse. All orders are processed and dispatched quickly to ensure timely delivery.

5. Do you offer international shipping?
Yes! We ship across the UK and to selected international countries. Shipping options will appear during checkout.

6. How long does delivery take?

  • UK Orders: 2–5 business days

  • International Orders: 5–12 business days (varies by location)

7. How can I track my order?
Once your order is shipped, you will receive an email with your tracking number and a link to follow your package.

8. Can I change my shipping address after ordering?
Yes, but only if the order hasn’t been shipped yet. Contact us immediately to update your shipping info.

9. What shipping couriers do you use?
We work with reliable partners such as Royal Mail, DPD, and fedex … depending on your location and selected shipping method.

11. What if my order is delayed or lost?
If your parcel is delayed beyond the estimated delivery time, contact us. We’ll help track it and resolve any issues. In the case of loss by shipping company, we’ll offer a replacement or refund.

Payments

12. Is it safe to order from your website?
Yes, our website uses secure SSL encryption and we never store your card details. All payments are processed through trusted gateways like Stripe and PayPal.

Returns & Exchanges

13. Can I return  an item?
Yes, we accept returns within 14 days of receiving your order, as long as the item is unused and in its original condition. Please refer to our Return Policy page for full details.

14. Who pays for return shipping?
In most cases, return shipping costs are the responsibility of the customer unless the return is due to an error on our part.

15. My item arrived damaged or incorrect. What should I do?
Please contact us within 48 hours of receiving your parcel. Include photos of the item and packaging so we can assist you quickly.

16. How long does it take to process a return?
Once your return is received and inspected, we’ll process your refund  within 7–10 business days.

Product Information

17. How do I choose the right size?
Every product page includes a detailed size chart. If you’re unsure, feel free to contact us we’ll help you choose the best fit.

18. Will sold-out items be restocked?
Some bestsellers are restocked regularly. Sign up for back-in-stock notifications on the product page or follow us on Instagram for updates.

19. Can I request a custom or personalized item?
Currently, we do not offer custom sizing or personalization  but we’re working on launching exclusive pieces soon.

Customer Support & Policies

20. How do I contact your support team?
Reach us via:
📧 Email: [email protected]
📱 Instagram DM: @ina_collection_official

or use the contact form on our website.

Newsletter & Offers

21. How can I get a discount on my first order?
Join our mailing list and receive 5% off instantly! Plus, get early access to new drops, sales, and exclusive content.

22. How often do you release new collections?
We launch fresh seasonal collections every few months  follow us on social or sign up for our newsletter so you don’t miss out.