HELP
QUESTIONS.
- How are ITALO9JA pieces made?
- Selected pieces are made to order. Once you place an order, your piece is produced by our production partner and then sent to you — so we don't create mountains of unwanted stock.
- How do I choose my size?
- Every product page links to our size guide, with garment measurements and how-to-measure notes. Sizes and options shown on this site come straight from our Shopify store, so what you select is exactly what is ordered. If you're between sizes, size up for a relaxed fit.
- When will my order arrive?
- Made-to-order pieces need production time before they ship, and delivery time then depends on your location. The timeframe that applies to your order is confirmed in your order email and in our shipping policy — we don't quote a fixed date here because production and carrier times vary.
- How do I track my order?
- When your order ships you'll receive a confirmation email from Shopify. Where the carrier provides tracking for your destination, the tracking link is included in that email. If you haven't received it, contact us with your order number.
- Can I change or cancel my order?
- Contact us as soon as possible with your order number. If production hasn't started we'll do our best to amend or cancel it; once a made-to-order piece is in production it can no longer be changed.
- Can I return or exchange something?
- Made-to-order pieces have specific conditions, so exchanges aren't automatic — read our returns policy for what applies. If anything arrives faulty, damaged or not what you ordered, contact us and we'll put it right.
- Is checkout secure?
- Yes. Payment, order management and customer data are handled by Shopify's secure checkout. We never see or store your card details.
- Do I need an account to order?
- No. You can check out as a guest.
- What does ROOTED NOT STUCK mean?
- Be proud of where you come from without letting it decide how far you can go. It started with our Italian and Nigerian roots — it belongs to anyone who gets it.