faq - need help?

The order process is a fun, interactive way to create a garment of your own design. Using our Jean Builder, we’ll guide you through each step of designing your perfect jean, and you’ll see your garment being built in real time as you choose fabric and style options. Next, you will input your measurements and answer some questions about your body shape. If you are unsure about how to measure yourself, help information is provided. Upon completion and payment of your order, we'll commence production and ship your custom garment directly to you in approximately four weeks. [TOP]

When you order a garment at indi, we create and store a unique pattern just for you, making it quick and easy to place additional orders which we call re-orders. All you have to do is login to your Digital Closet where you’ll find a history of your prior orders. You can select to re-order the exact same item or change the fabric and style options to make each garment unique. You can also use the re-order feature to make fit adjustments to improve the fit of a garment you have previously received. [TOP]

Use a soft tape measure and make sure the tape fits snugly against your skin. Refer to the specific instructions next to our requested measurements for information about where on your body to take measurements. We recommend taking measurements twice to ensure accuracy. [TOP]

We ask you for information about body shape and sizes you typically purchase. Together with the measurements you provide, these answers help us to determine your general body type which allows us to custom fit the garment specifically for you. [TOP]

Fit is a very personal thing and while we get it right most of the time, we want you to be absolutely happy. That’s why we offer our Perfect Fit Promise, and we'll make any fit and style adjustments you require until you get your perfect jeans. We make this happen using our re-order technology which enables us to modify the first pattern we created for you. We, then, make a completely new jean with the changes you specify. And once we’ve got your perfect fit pattern, we store it for you in your online Digital Closet so that you'll be able to re-order your perfect fit again and again. [TOP]

We accept American Express, Visa, Mastercard, and Discover. [TOP]

Now offered in select markets, indi By Appointment combines our cutting edge technology with a highly personalized shopping experience by adding the personal touch of one-on-one consultations, fashion tips and measuring by indiStylists. During an appointment with an indiStylist, clients have the opportunity to try on various indiDenim jeans and work with their indiStylist to customize any feature of the jeans to create their perfect pair. As online, indiDenim is able to create a unique pattern and one-of-a-kind jean for each customer. To see where indi By Appointment is currently offered, click here.[TOP]

Your order will ship approximately four weeks after it is processed. We always strive to exceed this estimate and often do, but we occasionally require a longer lead time to ensure your garment meets our strict quality standards. [TOP]

We offer free shipping to any location in the world. [TOP]

We ship all of our domestic orders with UPS Ground. Canadian orders will be transferred from UPS to Canada Post at our international distribution center. All other international orders will be transferred from UPS to USPS at our international distribution center. We cannot ship to US Post Office addresses. [TOP]

Once your garment has been shipped, we will send you an email with your tracking number. Unfortunately, international tracking numbers are not available once orders transfer from UPS to Canada Post or USPS at our international distribution center. [TOP]

We want you to be completely satisfied with your custom purchase. If for any reason you are not and you purchased your jean online, please click here to complete our return authorization form. Enter the Return Authorization Code in the space provided on your packing slip and send your order back to us using the return label included with your packing slip. In order to receive a refund, returns must be unworn and be received by indi within 30 days of the delivery date.

If you purchased your jean through our 'indi By Appointment' in person fitting service, jeans may not be returned for a full refund, however we are happy to meet with you to review the fit and help make any adjustments you may need. Please contact your sales representative directly to schedule a re-fit appointment. If you are unsure how to contact your representative directly, simply contact us and we'll help put you in touch with your sales representative. [TOP]

Unfortunately, once your order has started production, it is not possible to change it. Please contact us and where possible we will try to accommodate changes if your order has not already been sent to manufacturing. [TOP]

We consider your privacy to be very important. We do not share your personal information with third parties. Please see our Privacy Policy. [TOP]

You must be 18 years of age or older to make a purchase from our website. If you are under 18 and would like to purchase indi jeans, please ask your parent or guardian to place an order for you using their account. [TOP]

If you have lost your password, click here and we will send you an email with your password. Your password will be sent to the email address you provided when you created your account. [TOP]

From time to time, we will let you know of new products and options available at indi as well as notify you of any special promotions. If you opt to receive any of indi's optional promotional materials, you will be able to unsubscribe from these materials through your account profile or through the emails we send you. [TOP]