Customer Care

Frequently Asked Questions

 

Q: WHY AM I BEING DIRECTED TO ANOTHER SITE WHILE SHOPPING WITH IODOMANI.COM?

A:  Our online shop is provided to you by a third party provider called Shoptiques. Our provider is able to render you with the best shipping rates, free returns, In-store pick up options, and a seamless checkout process. For more information about Shoptiques, please visit https://www.shoptiques.com/about-us.

 

Q:  WHY DOES I.O. DOMANI NEED TO COLLECT MY PERSONAL INFORMATION?

A:    To complete your purchase transactions, provide the services you request, send you offerings by mail or e-mail, assist with your product and service preferences, that way we can notify you of new or additional products, services, and promotions that might be of interest to you, notify or provide you with other information concerning products you have purchased, or to improve our merchandise selections, customer service, and overall shopping experience. I.O. Domani does not participate in releasing any confidential information under any circumstances. I.O. Domani is highly committed to maintaining the highest quality of security fraud protection.

 

Q:  IS YOUR WEBSITE SECURE?

A:  IODOMANI.COM is secured through SSL encryption technology, the latest and most advanced security software for online transactions. In addition, our online shop is secured through our third party provider Shoptiques.com.

 

Q:   WHAT PAYMENT METHODS DO YOU ACCEPT?

A:  IODOMANI.COM accepts all major credit and debit cards: Visa, MasterCard, Discover and American Express. All payments are processed through a secure check out system via our third party provider Shoptiques.com.

 

Q:   WHO IS THE INTERNATIONAL SHIPPING CARRIER?

A:  I.O. Domani uses DHL and UPS as our international carrier. Rates are based on the daily best rates. However, shipping rates are determined via our third party vendor Shoptiques.com. Shipping carrier is subject to change via Shoptiques.com discretion. Delivery of your items may take anywhere from (3) three to (8) eight full business days, depending upon location.

 

Q:   HOW DO I KNOW THAT MY ORDER HAS BEEN RECEIVED?

A:   Once your order has been made via our third party provider Shoptiques, our company receives notification of your order by email and your order is fulfilled within approximately 24 hours of receipt of order notification.

 

Q:   CAN I MODIFY MY ORDER?

A:   Yes, you may modify your order at anytime through our third party provider Shoptiques. We ask that you create a profile at the time of purchase which helps you to modify your orders at any time. Should you need assistance with modification, please contact Shoptiques at support@shoptiques.com.

 

Q:   DO YOU DELIVER TO PO BOX ADDRESSES?

A:  We ask that you provide physical address to ensure your package is delivered securely. I.O. Domani is not liable for any packages that are delivered to not secured locations.

 

Q:   ARE THERE FEES FOR CUSTOMS AND IMPORT CHARGES FOR INTERNATIONAL SHIPPING?

A:  Shipping and handling fees charged via Shoptiques are generally included in the price of your purchase. They may be subject to change via Shoptiques discretion. We encourage you to view the policies of our third party vendor Shoptiques.com.

 

Q:   IS MY PACKAGE INSURED?

A:    Packages are insured via our third party provider Shoptiques.

 

Q:   DO YOU OFFER ALTERATIONS SERVICES IN STORE?

A:  I.O. Domani offers basic alteration services for I.O. Domani purchases for an additional charge.  Basic alteration services consist of shortening, lengthen, cuffing, or select repairs.  Any alterations that require specific instructions outside of the basic services, we encourage customers to visit directly with our Alterations professional directly. We ask that you schedule a time to visit with the alterations professional. The alteration professional is not an employee of I.O. Domani.  They are solely responsible for the quality of the alterations discussed, paid for, and approved by the customer.  Neither I.O. Domani nor the alteration professional is responsible for the fit or additional cost (alterations or material needed) due to weight loss/gain, pregnancy, or plastic surgery.  We ask that customer get measured by the alteration professional to ensure the exact measurements request by the customer. The customer acknowledges all responsibility for alterations that may be incorrect due to any miscommunication. I.O. Domani sales staff is not liable for alterations that are not properly measured given the sales staff is not professionally trained within the alterations field. Any additional modifications needed to correct the issue may be at the customer’s expense.

 

Q:  WHAT IS TAX-FREE SHOPPING AND HOW CAN I USE IT?

A:  I.O. Domani now offers tax-free shopping with MONEYBACK Mexico. MONEYBACK offers international travelers an 8.9% refund of the total amount of pesos they spend when shopping in Mexico. The refund will be transferred to you directly on your credit card in your local currency and will take 45 days. To receive your refund you must present copies of the credit card receipt from I.O. Domani, passport, Immigration Form, and boarding pass at the Moneyback offices.  The MONEYBACK office is in the airport after you have gone through your security check.  If you are flying private you must provide your manifest papers instead of boarding pass.  MONEYBACK is exclusively for Visa and Mastercard only.  There is no limit when paying with credit card, but the minimum purchase required is $1,200 pesos.  There is no maximum when paying with a credit card.  You can also accumulate purchases from the same store.  Purchases in cash don’t require a minimum but are limited to $3,000 pesos per person. To find out more about Moneyback please visit http://www.moneyback.mx/

 

Q: WHAT IS YOUR IN-STORE RETURN POLICY?

A:  I.O. DOMANI In-Store accepts returns for STORE CREDIT only on: unworn, unwashed, full price merchandise with original tags attached. In-Store returns must be submitted within five (5) days from receipt of purchase to receive store credit. After the five (5) days, I.O. Domani has the reserves the right to refuse returns. I.O. Domani reserves the right to refuse any item(s) that has been worn, washed, or damaged due to lack of care. No Exceptions. 

 

Q:   WHAT IS YOUR ONLINE RETURN POLICY?

A:  I.O. DOMANI online returns are accepted by our third party provider’s return policy. Please view shoptiques.com return and refund policy. We recommend contacting Shoptiques customer services for more information.

 

Q:  IS THERE A HOLIDAY RETURN POLICY?

A: If purchased after December 10th, it can be exchanged or returned for store credit on or before January 2nd, 2018. Exchanges or Returns MUST  be unworn, unwashed with original tags attached. Refunds will be issued as Store Credit only. I.O. Domani reserves the right to refuse items in which we believe to have been worn, washed, or damaged due to lack of care. No Exceptions.

 

Q:  WHAT IS NOT ELIGIBLE FOR RETURN?

A: Items not eligible for return are Final Sale merchandise, intimates, swimwear, Body care products.

 

Q:  DO YOU ACCEPT DEFECTIVE ITEMS?

A:  I.O. Domani in-store accepts the return of damaged or defective or unwanted items or exchanges within 5 days after original purchase date. We encourage that unwanted merchandise due to change of heart or exchange for other size is returned / exchanged  unworn, unwashed with tags attached. For defective items, we encourage customers to directly contact the merchandises’ manufacture to discuss the product warranty as I.O. Domani is only an authorized distributor of the merchandise and does not warrant the product outside of the establishment’s own return/exchange policy.  All defective items will be submitted to the manufacture’s quality control for inspection and determination for cause of damage. Please note that if the defective item is available for replacement and within the 5 day time limit, it will be replaced at the same value it was purchased or you can take the store credit if the item is no longer available. For online defective returns, please contact our third party provider, shoptiques.com for more information on defective returns as their policy may differ from I.O. Domani In-Store policy. 

 

Q:  YOU OFFER SPECIAL ORDERS FOR SELECT ITEMS, HOW DOES IT WORK?

A:  I.O. Domani offers special and customer orders via in store only. Before processing the order, we require confirmation that you agree to the terms and conditions of the sale. We require 50% deposit of the retail price for all special / custom orders. The deposit amount will be applied to the balance of the order. The remaining balance will be due in full at the time of the pick up at the store. Special or Custom orders that are unwanted by the customer due to but not limited to improper fitting, color, style, or texture,  will receive a 18% restock fee based on the actual purchase value. The restock fee will be deducted from the deposit. The remaining amount will be refunded back to the customer’s original form of payment.  Please note that I.O. Domani will return any cash payments in the national currency of the store’s location (Mexican Pesos). We do not keep USD within the store.  Special and Customer Orders are estimated to take up to 14 full calendar days to arrive in store or shipped to your location. I.O. Domani requires a 24 hour cancellation notice for these orders to avoid the restock fee – no exceptions. If order is not cancelled after the 24 hour period you will be charged the 18% restock fee.

 

Q:  WHAT IS A STORE CREDIT?

A:  Store credits are given to products returned that are unworn, full price merchandise with original tags attached; within the five (5) days of purchase for in-store only.  You will receive full amount purchased on a store credit card.  Online purchases are subject to the return policy of the third party, www.shoptiques.com.

 

Q:   WHAT IS YOUR LAYAWAY PLAN POLICY AND PROCESS?

A:  I.O. Domani will hold layaway items for up to 25 days with a minimum entry purchase of $450 USD or MXN equal with the minimum deposit of 20%. The deposit includes a non-refundable service fee of $5 USD or MXN equal.

If a layaway customer cancels a layaway agreement, does not pay the balance by the due date, or does not pick-up the item by the due date; the layaway item will be returned to stock and may be sold to any other customer and a penalty will be assessed. If customer cancels or does not complete the layaway within the 25 business days, a $15 USD or MXN equal standard penalty will be assessed and deducted from the overall payment plan amount. Should the customer have funds remaining after the assessed penalty and does not reclaim the remaining funds within 5 business days after the layaway due date, such payments will be retained as a restock fee.

A layaway customer may make payments on their layaway order at any time in person at the store and may pay the balance in full at anytime before the due date. We accept USD, Mexican Pesos, Visa, Mastercard, Discover, and American Express. Merchandise already on layaway will not be marked down. Sale items are not eligible for layaway. Merchandise in layaway will be stored in separate room at the store. New items cannot be added to the existing layaway. You will be required to start a new agreement. 

If I.O. Domani is unable to provide a layaway customer with his or her merchandise at the time customer pays the balance due, he or she will be entitled to receive a FULL refund of payments made towards the layaway including any applicable fees.  Layaway participants are required to read and sign the layaway agreement. Items purchased using the layaway agreement are subject to the store’s existing return/exchange/refund policy. Modifications may not be made to any layaway item until balance is completed.  Should you have ant questions about our process, please contact us directly at (624) 688.6720 – English and Spanish assistance is available.