how do i decide which style of jean will fit me best?
there are a hundred different ways to wear our jeans, and each person’s body and style can affect what they choose. that’s what we love about denim! but, we know it can be a bit overwelming to choose your first pair. we recommend taking a look at the size and fit sections of each item to get a sense of how the jean fits, but we’re always here to help. please call us at (615) 712-8089 or email us at email@example.com if you’d like help with a fit or style recommendation.
how do i decide which size i am?
make sure to check the size and fit sections on each item for reference. you can use the measurements provided to compare the garment to a similar item at home. if you need additional help determining your size, contact firstname.lastname@example.org.
will my imogene + willie jeans stretch out?
if you have a pair of rigid imogene + willie jeans, you can expect the fabric to relax with consistent wear. the jeans will soften and loosen a bit where it receives the most stress (around the hips, thighs, knees). if you have a pair of imogene + willie jeans in a stretch fabric, you can expect a minimal amount of stretch. we choose stretch fabrics that are meant to hold their shape. while you should account for the fabric to naturally relax in certain areas, you should always purchase a jean that fits comfortably (though a tad snug) on first try.
what does “rigid” or “raw” denim mean?
the terms "rigid" and "raw" refer to denim that is completely unwashed. nowadays, most jeans are pre-washed for softness and a worn-in look. by contrast, rigid jeans are dark and stiff. they require a break-in period and mold to the wearer’s body. to set the record straight, "rigid" denim does not mean "no-stretch." it refers only to unwashed denim. so technically, an unwashed pair of stretch denim can also be rigid. however, at imogene + willie, all of our stretch jeans have been rinsed or washed. they are not "rigid" or "raw." while we truly love breaking in a pair of rigid jeans, we develop each style, fit and fabric with you in mind. we hope that you’ll find the right jean to break in and make your own - worn in with your story.
what does the term “selvage” mean?
the term “selvage” refers to the finished edge of fabric produced on a shuttle loom. this clean edge is produced by one continuous cross thread (the weft) that is passed back and forth through the vertical threads (the warp) during the production of fabric. because shuttle looms create narrow pieces of fabric, a longer piece is needed to produce a single pair of jeans.
are imogene + willie jeans preshrunk?
our rigid fabric jeans are sanforized, a process that happens when the fabric is being made to reduce shrinkage. all of our washes, stretch blends, as well as tops for men and women are rinsed for shrinkage. however, you should expect a small amount of shrinkage at first wash.
i plan to pre-soak my rigid imogene + willie jeans. are your rigid jeans shrink-to-fit?
our rigid jeans have a minimal amount of shrinkage at first wash. they do not shrink multiple sizes like some true shrink-to-fit fabrics. if you are interested in pre-soaking one of our rigid jeans, we recommend purchasing true to size. because our jeans run large, ordering your true size will allow for any shrinkage.
do imogene + willie jeans come with a button fly or zipper fly?
all of our men’s jeans are made with a button fly. two of our women’s fits (james + ann) are also made with a button fly. the rest of our women’s jeans have a zipper fly.
what is an "inseam?"
inseam refers to the length of the inside seam of your pants, from the center crotch point all the way down to the bottom of your jean.
should i wait to hem my jeans until after the first wash?
no. while we do know that washing your jeans can result in minor shrinkage, we recommend that you have them hemmed at the time of purchase when shopping in our stores. our staff is trained to help you find the right size. when ordering online, we recommend you find the right size and fit before requesting a hem. please contact us at email@example.com if you have any questions.
what does "rise" mean?
this term refers most commonly to the "front rise" of a jean, or the distance from the center point of the crotch (where the seams meet) to the waistband above the top button. "back rise" refers to the distance from the center point of the crotch all the way to the top of the waistband in the back.
where is the "yoke" of a jean?
the yoke is the v-shaped section at the back of the jeans that gives jeans their curved seat. the yoke can range from very straight to a deep V shape and is related to the curve created in a jean. the basics: the deeper the yoke, the greater the curve in the seat.
what are rivets?
rivets are metal pins used to reinforce points of high stress on the jeans. we use rivets on the front pockets of our rigid jeans.
should i wash my imogene + willie jeans?
yes. we make jeans for real people, people with messy, awesome, adventurous lives. our jeans get sweaty, dirty, smelly. sometimes they need washing. we don’t shy away from water, and we don’t want you to either. for more information on how to care for your jeans, check out denim care.
how often should I wash my imogene + willie jeans?
there’s really no right answer to this question. we’ve seen great jeans that are washed every week. we’ve seen beautiful jeans that have never been washed. you can wash before you wear, or wait 6 months for the first wash. we recommend whatever works best for your life. in the end, the only suggestion we have for you is to wear often, and wash not so often. the more you love your jeans, the more they will love you (however, if you like concrete solutions to problems, once every 3 to 6 months is a safe bet).
what’s the best way to treat minor dirt and spots on my jeans?
if you want to spot clean your jeans we recommend letting the mess dry first. use a dry rag to gently brush the gunk away, and then slightly dampen the rag and blot the spot. DO NOT SCRUB! the friction from the rag can lift off the indigo on the fabric. if a light spot cleaning doesn’t work, maybe it’s time to give those jeans a wash.
should i put my jeans in the freezer to kill bacteria and odor?
as far as we know, there’s no scientific evidence that proves freezing your jeans will kill bacteria or minimize odors, but if it makes you feel good, go for it.
how can I prevent blowouts in my denim?
blowouts happen as a result of natural wear, which causes repeated friction and stress on the fabric. we’ve found the best way to keep your jeans lasting longer is to wash them when they’re dirty and repair them when they start to wear through. starch and grime naturally build up around points of friction and will make denim more fragile. a cold soak is the best way to rejuvenate, cleanse and soften the fabric. while you can’t prevent your jeans from wearing out eventually, they will last longer and remain stronger with regular washing and preventative attention. if you see a hole starting to form, get it fixed as soon as possible.
do you offer repairs on your jeans? what are the costs?
we offer free repairs during the first year you own your imogene + willie jeans. after the first year, we offer our repair services for a minimal fee. please see our repair policy for details.
i bought imogene + willie jeans from one of your retailers. do you offer alterations or repairs on i+w goods bought from another retailer?
at this time, we offer repairs and alterations only for jeans purchased at our Nashville and Portland locations, as well as our online store. if you purchased imogene + willie jeans from another retailer, we are not able to offer repairs or alterations. we recommend contacting the store where the jeans were purchased for further information.
how can i check the status of my order?
you can check the status of your order by contacting us at firstname.lastname@example.org. we will do our best to respond within 24hrs during the business week. if you do not get a response within 24hrs, we are more than likely experiencing an unusually high email volume. we promise to respond as soon as possible. please allow up to 2 business days for orders to ship. during promotions, sales or holidays ship time may be delayed up to 7 business days. orders received on weekend days and holidays will be processed and shipped no sooner than the following business day. if you have a question about the status of your order, please don’t hesitate to contact us at email@example.com.
i’m buying my jeans online, do you offer alterations or custom tailoring for online customers?
at this time we only offer hemming services for online customers. we offer complimentary alterations for the first 30 days after purchase at our Nashville and Portland locations. if you purchase jeans online and would like alterations beyond hemming, all fitting must be done in person by a trained imogene + willie staff within 30 days from the point of purchase.
i’m ordering online, but am not sure if i should order a custom inseam. can you help?
if you’re ordering online for the first time we recommend waiting on the custom inseam. once you find the right size and fit, you can either mail the jeans back to us for a hem or take them to a local tailor in your area. if you’re familiar with our fit and sizing and have ordered from us before, measure the inseam of your current pair of imogene + willie jeans to determine their inseam. to measure your inseam, start at the point where the seams meet in the crotch, follow the seam down the inside of the leg to the opening. we recommend requesting 1/4" - 1/2" longer to allow for variances in fit and measurement. check out our guide on "how to measure" for more information.
can you hem my imogene + willie jeans with a chain-stitch?
many of our jeans ship from our US factories with a chain-stitch hem. at this time our Nashville workshop does not offer this service for custom inseams. we use traditional lock-stitch machines at our Nashville location for custom inseams.
do you honor price adjustments?
we will honor price adjustments on full priced items that have gone on sale if the change in price happens within 7 days of the original purchase. promotional or discount codes cannot be retroactively applied to any previous order.
what is your return/exchange policy?
we gladly accept any full-priced item purchased online returned for a refund or exchange within 30 days of delivery.
we are happy to offer free exchanges on any full-priced item. we believe the fit is an essential part of making a garment perfect. when you receive your item, try it out, and if for any reason it’s not perfect we’ll get you one that is, at no extra cost.
please keep in mind that all returned and exchanged merchandise must be unworn, unwashed, and without alterations. sale items, gift cards, and one-of-a-kind pieces are final sale and cannot be returned or exchanged.
how do i return/exchange an item?
please pack the merchandise in the original package if possible and send pre-paid and insured to:
imogene + willie
Attn: Returns (or, Attn: Exchanges)
336 S Anderson St
Los Angeles, CA 90033
for exchanges, please include a detailed note of the size/item which you’d like to exchange. imogene + willie will process your return/exchange within 5-7 business days. if you are requesting a return or an exchange for an item of lesser value, we will process a refund for the balance. the time it takes for the refund to post to your account may vary depending on your bank and/or credit card company. most refunds post within 3 days of the time we process the refund.
my package appears to be lost in the mail. can you help?
we will do everything we can! if you’re package is stuck in transit, please contact us at firstname.lastname@example.org. we’ll do our best to figure out how to get your order to you as quickly as possible. please make sure to request the correct delivery address and let us know if you have special delivery preferences (i.e. no signature). imogene + willie cannot accept responsibility or compensate you if your package was delivered to an incorrect, but requested address. imogene + willie cannot accept responsibility or compensate for missing packages if delivery to the correct address was confirmed. however, we are glad to assist with any shipping issues you may have. if you have any questions, please email us at email@example.com.
what is your shipping policy/method?
all domestic orders are typically shipped via FedEx, though we sometimes use alternative carriers depending on the situation, destination, and rates. rates are determined by weight and destination. please allow up to 1-2 business days for orders to ship. during promotions, sales or holidays, ship time may be delayed up to 7 business days. orders received on weekend days and holidays will be processed no sooner than the following business day.
for international orders, please note that we are not responsible for paying duties, customs, taxes, or tariffs once your package arrives at its destination country.
do you ship internationally?
yes! if you are an international customer and run into any problems with shipping or billing, please send an email to firstname.lastname@example.org, and we’ll do our best to help resolve the issue as quickly as possible. please note that imogene + willie is not responsible for any duties or taxes incurred within your home country.
where is imogene + willie? from where do you ship?
all orders are processed and shipped from our headquarters in Los Angeles, CA.
how can I change my order?
you can send changes to email@example.com. we will be happy to make changes to your order as long as it has not been shipped.
what credit cards do you accept?
imogene + willie accepts Visa, MasterCard, American Express, and Discover credit and debit cards. we also offer PayPal checkout through our website as well.
how do you charge sales tax?
sales taxes will be charged only on items shipped within Tennessee and California. taxes will vary depending on county of destination. no tax will be applied to orders outside of Tennessee or California.
the item i want is sold out/backordered. what now?
due to the special and limited nature of many of our products, we may not be able to accommodate all immediate requests. if the item you want is sold out or on backorder, we will fill orders as soon as the product becomes available. in some cases, once sold out, an item may no longer be available. if you are interested in a sold out item, we reccommend requesting to be notified when that item is back in stock. if you have any questions about future availability, please email us at firstname.lastname@example.org.
i heard imogene + willie makes their jeans in their shop. is that true?
when we first opened in 2009, all imogene + willie jeans were made in our little shop. since then, we’ve grown considerably and moved our production to larger facilities to accommodate growing demand. imogene + willie jeans have been, and will always be, made in the USA.
are imogene + willie jeans custom-made?
well, yes, and no. we do not offer fully custom jeans, however we do offer custom alterations and inseams on all jeans purchased in our stores. we have several fits for both men and women, and our staff is trained to help you find the best fit for your body and style. they will guide you to the right length and can make minor adjustments if necessary for a perfect fit.
i’m planning a visit to Nashville/Portland and would like to stop by and get fitted for a pair of jeans. do I need to make an appointment?
there is no appointment necessary. stop by any time we’re open. each of our homes in Nashville, Portland, and Los Angeles can be pretty busy on the weekends. if you are planning to drop by with a large group, you can always email us at email@example.com for tips on the best time of day to stop by.
what alterations do you offer on imogene + willie jeans?
we offer complimentary hems on imogene + willie jeans purchased in-store or online. please note: jeans with custom alterations are final sale.
i bought my jeans in your store and was pinned for a hem. when can I expect my jeans to be finished?
we’re so glad you were able to stop by and see us! our small sewing team works five days a week to keep up with all hems, alterations and repairs on our jeans. we try to have all jeans returned to the shop for pick-up or shipped out within a week. during holidays and busy weeks, it can take up to 2 weeks for alterations to be completed. if you have any questions at all, please email us at firstname.lastname@example.org.
i would love to interview Matt and Carrie about the company. how can i make that happen?
if you’re working on a special project or would like to feature Matt and Carrie or the imogene + willie story, please email email@example.com to make arrangements.
questions, comments, concerns or feedback?
always feel free to contact firstname.lastname@example.org if you have any questions, comments or concerns. we appreciate any feedback you may have. for help by phone, please call (615) 712-8089 mon-fri 9-5 PT. if you reach our voicemail, we will return your call at our earliest possible convenience.