FAQ – Frequently Asked Questions

Unfortunately, no. Orders that have been created and paid for online (by card, instant bank transfer, Google Pay, etc.) cannot be modified for administrative reasons (you can only change delivery or contact details).

Yes. As long as the order has not been handed over for shipping, you can add or remove items, split it into multiple parts, or change the shipping or payment method. To modify or cancel your order, contact us: tel: +420774421641 or via email: info@imagotribe.eu

We ship items in stock within two business days; delays may occur during the Christmas season. Production and tailoring of custom-made items usually take 1-2 weeks. If you need your items by a specific date, please let us know in the order notes, and we will do our best to deliver them on time.

If an item is out of stock, we try to restock it within a week. Some suppliers have longer lead times—for example, if we are waiting for a book reprint or if the goods are traveling from abroad. If you are interested in an item that is out of stock, you don't have to wait for us to restock it—on the contrary, placing an order speeds up the restocking process.

Items listed as pre-orders are not currently available—these are new releases that haven't hit the market yet or reprints of existing books or games. We provide an estimated availability date based on manufacturer information, which may change due to delivery issues.

You can check the availability of any item at any time: tel: +420774421641 or via email: info@imagotribe.eu

You can cancel your order at any time—please write to us or call as soon as possible so we don't ship the goods unnecessarily. If you fail to pick up an already shipped order, the buyer covers the shipping costs.

We may cancel an order if, for example, you order items that are no longer available or if the supplier's price changes significantly. We also reserve the right to correct orders if items were offered at an incorrect price. We will inform you immediately and agree on the best possible solution.

Orders for custom-made or modified items cannot be canceled according to the Civil Code (§ 53), but if you let us know in time, it is usually not an unsolvable problem.

We ship orders only when they are complete. We will also send you payment details for bank transfers only once all items are in stock. After handing the order to the carrier, we will send you a tracking number. You can also have an unpaid order split, but in that case, you will be charged shipping for each shipment separately.

Click the Track Order link in the footer to check your order status. Additionally, we will notify you via email about every change in your order.

The default order status is Received. If everything is in stock, we will hand the order over for dispatch and change the status to Preparing for shipment. A Completed order has been handed over to the carrier, and along with this change, we will send you the parcel number and a tracking link.

If items in your order are out of stock, we will change the status to Processing, verify availability with the supplier, and then order them for you.

We only ship complete orders. If you wish to split your order, you can do so by contacting us: tel: +420774421641 or via email info@imagotribe.eu. However, you must pay shipping for each shipment. An already paid order cannot be split.

Bank transfer
We will send you payment details once all items in your order are in stock.

IBAN: SK8683300000002701230780
Variable symbol: Order number

For bank transfers, we ship the goods after the payment is credited to our account.

Instant bank transfer
Gopay, PayPal, Google Pay or Apple Pay.

Invoice with a due date (wholesale only)
Provided individually based on regular cooperation. The invoice maturity is usually 14 days. Payment is made via standard bank transfer to our Fio bank account.
Shipping price list

Just send us an email at info@imagotribe.eu stating that the payment failed. We will send you a link to the payment gateway. If you don't contact us, we will change the payment method to bank transfer and send the payment details to your email.

Send us an email at info@imagotribe.eu. For faster identification of your payment, you can attach a payment confirmation.

On our website, we show the most accurate estimate of real delivery to your home. Shipping is free for purchases over 99 EUR.

Within EU countries, we deliver shipments via the Packeta delivery service. Packeta transports your parcel across borders, and a local partner courier will deliver it directly to your target address. The estimated delivery time is 3 to 5 business days, depending on your location.

Are you not happy with our goods? Use our 60-day guarantee and send the goods back to us, and we will refund your money.

1. Fill out the simple online form and follow the instructions.

2. Please pack the goods carefully and send them to the address:
   
   imago tribe s.r.o.
   K Myslivně 2362/9
   70800 Ostrava
   Czech Republic
   
   

3. Please include your order number and, if possible, your bank account number for the refund. If you tell us the reason for the return, it will help us improve our services.

4. As soon as the goods arrive, we will process the exchange/refund immediately.
   
   The 60-day return policy does not apply to custom-made goods or goods subject to rapid decay, wear, or obsolescence. The same applies to audio and video media and recordings. The goods you return should not show signs of wear or damage; if you still can't return the goods in 100% condition, don't worry, we will surely find a solution together.

- Fill out the simple online form and follow the instructions.

- Fill out the simple online form and follow the instructions.

If the goods show any defects or flaws (the goods do not match the description on the website, a material defect appears), do not hesitate to fill out the simple online form.

We always try to arrange a repair as quickly as possible; if that is not possible, we will arrange an exchange, a discount, or a full refund.

Defects caused by normal wear and tear or by the buyer's fault cannot be claimed.