TOP FAQs

• The style or size I wanted on your site is out of stock. Will it be restocked again?

• All of our styles are cut in limited quantities to keep them exclusive, fresh, and as beautifully unique as you! Designs that are specifically labeled “Limited Collection” are part of our one-of-a-kind style that, once sold out, will never be introduced back into the IGIGI by Yuliya Raquel collection again. However, similar colors and styles will be created. Designs that are not labeled with Limited Collection are likely to come back in stock due to popularity and/or season demand. To easily find out if our product is Limited Collection, be sure to take a glance underneath the product name and look out for a light blue label when shopping through www.igigi.com.
  
  Sign up for the IGIGI by Yuliya Raquel newsletter to stay up-to-date on new releases every week! Also, check out our Find a Store option to find a local retailer that may sell the exact IGIGI by Yuliya Raquel style you are looking for.

• How do I determine my size?

• Fit is everything and IGIGI by Yuliya Raquel will always stay committed to providing the best fit. We use true plus size models during our fittings and focus on accentuating and creating the right balance that is just right for you.
  
  Compared to other brands in our market, we’ve been told our sizes tend to run one-size larger. For the most accurate fit, we recommend taking your measurements and utilizing our Size Chart. Follow these easy steps to help find your measurement:
  
  Bust: Measure around the fullest part of the bust
  Hips: Measure around the fullest part of your hips
  Waist: Measure around your waistline where your natural indentation begins. Your natural waistline is typically 2 inches above your belly button.
  
  Waist Size Chart
  
  For shapes that have a more defined waist such as Hourglass, Figure 8, or Triangle, the “Waist Size Chart” would be the best in determining your size.
  
  No Waist Size Chart
  
  For shapes that are straighter up and down with less of a defined waist such as Ovals, Diamonds, and Rectangles, the “No Waist Size Chart” would be the best in determining your size.
  
  If you are in between sizes and desire a more fitted look, we recommend going a size down.
  Due to the nature of our sizing, it is not unusual to measure a size down from the average size you typically wear with other brands.
  
  To find more information on sizes, please visit our Size Chart. To determine your shape now, try ShapeStylist!

• My payment declined and my order could not be processed. However, I see a charge pending on my bank statement. What’s going on?

• Decline of payment may occur for the following reasons:

  • The Billing Information entered to process the order did not match the billing information the credit card company or bank institution has on file. We recommend contacting the credit card or bank to verify the billing information – name, address, and phone number – to ensure the correct information is entered into our system to further process your order.
    
    Shipping Information may be different so long as the Billing Information matches the credit card.
    
    For most bank institutions, declined credit card transactions may show up as “Pending” in your account statement. Important note, although funds appear in “Pending” status, funds have not been withdrawn and the charge was not successful. In most cases, the pending status acts as a “Hold” and will automatically drop from the account within 1-2 business days. Depending on your bank, it may take up to 7 business days for the pending status to drop. If this status has not automatically dropped from the account, please contact our Customer Care team at [email protected] or (877) 597-8953 or at 415-692-5639.

  • Insufficient funds to process the order. Please check with your bank or credit card company to confirm availability of funds.

• I just placed an order on your site but when I logged into my IGIGI by Yuliya Raquel account, I do not see my order. Is everything okay?

• The best way to track your order is to make sure you have logged into your IGIGI by Yuliya Raquel account prior to making a purchase. If you do not see your order listed in the account, you are more likely to have checked out as a “Guest”. At this time, there is no way to link up Guest purchases with purchases made using your IGIGI by Yuliya Raquel account.
  
  Forgot your password to your IGIGI by Yuliya Raquel account? Click Forgot the Password and a temporary password will be sent to the email address you have on file with us. Still need assistance? Please contact our Customer Care team at [email protected] or (877) 597-8953 or at 415-692-5639 9am-5pm PST M-F.
  
  Important note: Store credit purchases are required to sign into their IGIGI by Yuliya Raquel account in order for the deduction to be applied. A Store Credit option, along with other payment options, will be presented at the time of checkout. Deduction will be applied at checkout if the Store Credit option is selected.

• When is your next sale? Do you have special coupons available?

• The best way to stay up-to-date with IGIGI by Yuliya Raquel sale events or promotions is to subscribe to our newsletter. To sign up, click on “Email Sign Up” at the top of the www.igigi.com page. You will be one of the first to find out new arrivals, special sale events, and fun contests! In addition, you’ll receive special style advice from our fabulous Glam Guide and many more fun activities!
  
  Important note: about IGIGI by Yuliya Raquel coupons:
  
  Be sure to take full advantage while special promotions last! Coupons are valid for the promotional dates only and will not be reissued once the promotional date has passed. No exceptions. For more information about each coupon, please review the details from the promotion.

• Does IGIGI by Yuliiya Raquel have a retail store I could visit?

• Currently, we have temporarily closed our showroom in San Francisco, CA. This location is now only the IGIGI by Yuliya Raquel Corporate Headquarters. Out of respect to our employees, no appointments or drop-in customers will be allowed at this time. An official IGIGI by Yuliya Raquel retail store has yet to be developed. Plans to develop a new showroom space in San Francisco, CA is currently in progress and expected to launch sometime in late 2013. Stay tuned!
  
  Also, check out our Find a Store option to find a local retailer that may sell the IGIGI by Yuliya Raquel style you are looking for.

• Why am I not able to process my order online?

• Please be sure your web browser (Chrome, Mozilla, Internet Explorer, etc) is updated to the latest version available. Outdated web browsers may cause site discrepancies and inability to shop seamlessly throughout www.igigi.com.

• How do I return my order?

• Acceptable returns may be sent back to:
  
  ATTN: IGIGI RETURNS
  1547 Mission St.
  San Francisco, CA.
  94103
  
  Please make sure to fill out the return form attached to shipping receipt and send to the above address. Returns received without this form will not be processed as returned. Acceptable returns will be processed only if followed by our Return Policy.
  
  Once received and checked in by our Returns Department, a confirmation email will be sent to the address provided when the original order was placed. Please allow 1-2 weeks to receive the email confirmation as returns are processed in the order that they are received.

• I’ve sent back my return. When will it be refunded?

• Once your return has been received by our Returns Department, please allow 1-2 weeks for processing. All acceptable returns received within 45 days will be refunded back to the original tender not including shipping. Orders received after 45 days will be refunded in the amount of store credit. You may review complete information in our Return Policy.
  
  Separate confirmation emails will be sent for the following: 1) when your return has been received and 2) when your return has been refunded. Please allow up to 7 business days for the refund to reflect back into your account as this time frame varies by each bank institution.

• Why did I receive a store credit instead of a refund for my returned order?

• All acceptable returns received within 45 days will be refunded back to the original tender not including shipping. Orders received after 45 days will be refunded in the amount of store credit. You may review acceptable returns in our Return Policy. Store Credit does not expire and can be used anytime.

• Why did my return get shipped back to me?

• Return merchandise must be unworn, unused, unaltered and with hangtags and labels attached. Used or altered merchandise will not be accepted for return and may be shipped back to the customer.
  
  Customers who have purchased from our third-party business partners will need to carefully review their Return Policies and promotional disclaimers as each policy may vary. Return exceptions, for purchases made through our third-party business partners, are not decided by IGIGI by Yuliya Raquel. Instead, return exceptions are made at the discretion of our third-party business partners.