FAQs

Popular questions

Who is index®?

index® is a factory in Barcelos, Portugal and the subsidiary brand of Rovó GmbH (located in Porto and Berlin). index® catalogues all aspects of manufacturing, from planning to sourcing and on to manufacturing and delivering, and serves an unmatched learning experience through its visual database called the index. Click here to learn more about index®.

How do I receive the latest information from index®?

Sign up to our to receive the latest news.

Do you have physical stores?

None so far, but we hope so soon. We are planning on collaborating with wholesale partners to make index® available in physical locations.

How do I contact the index® customer care team?

Shoot us a message at contact@index.shop!

Do you have promotions or discount codes?

Every so often we will provide coupon codes with special offers and discounts. These can be found in emails, on our social media page, or at promotional events. Discount and promo codes are not valid on sale items. Coupon codes are for one time use only and we reserve the right to suspend their usage at any moment.

Brand & Product Quality

Why are index® garments produced in Northern Portugal?

We believe that Portugal is the best country in the world for textile manufacturing. It has a long history and reputation of textile trade and has gone to great lengths to sustain innovation and improve the quality of the products which are made there. We’ve had over a decade of experience working in Portugal and built incredibly valuable partnerships that continue to strengthen our supply chain management and ensure the high-quality of our garments.

What makes index® more ecologically advanced?

We believe that sustainability should be a standard and not a requirement in garment manufacturing. index® makes every effort to minimise our ecological footprint, from manufacturing to shipping. To us, sustainable manufacturing is a natural consequence of our company ethos. We continuously work on innovating mindful practices into our daily operations and business. Read more.

What is the difference between Piece Dye and Garment Dye?

Piece Dye is a process in which the entire rolls of fabric are dyed at once, and continuous length of material is passed full-width through a trough of hot dye solution, resulting in a more colour uniform appearance. Garment Dye is the dyeing of finished garments in an industrial tumbler (drum) and occurs after garments have already been cut and sewn. Learn more about dyeing techniques and other technical processes in our index.

Will you expand your product range in the future?

index® is centred on the belief in incremental innovation and is constantly finding new ways to improve its garments. Our collection will continue to evolve in the future. Evolution and newness are the central pillars of the index® brand. We cannot make any promises just yet, but we hope to expand our range in the future as a natural outcome of our practices.

Are sold out items replenished?

Some of our batches might be replenished in the future depending on popular demand. The only items that you can always buy at index® are batches labeled NOS (never out of stock). These batches are continuously replenished before we decide to discontinue them in the future.

Why don’t we produce every style in every batch?

Not all dyes fit harmoniously with all styles. Certain materials and colours match and react better with certain styles due to the nature of the dyeing process, primarily seen with natural dyes.

Who is Zé Manel?

Zé Manel is our mascot filled with organic lavender seeds and harvested from a small local source close to our factory. He represents our manufacturing facility, Portugal, and captures the essence of the index® community. With his inquisitive and playful nature, he guides customers through many of our technical and manufacturing processes, and introduces some noteworthy features and important notifications throughout our website.

How do I take care of my index® product?

Each of our garments includes cleaning and care instructions on the inner clothing tags. Please follow these instructions before throwing your new garment in the wash. If you're still unsure about how to handle your new index® garment, feel free to reach out to our customer care team for advice.

Size & Fit

What size should I order?

Guessing what sizes to order for yourself or a group can often be challenging. You can consult style-specific sizing and fit information on the product page of each item. We have also included sizing charts so that you can check which measurements work best for your body. If you're typically a size medium and you're contemplating whether to buy a medium or a large t-shirt, we highly recommend choosing one size bigger than your normal size. In this case, choose large!

Ordering & Shipping

I'm having problems placing an order. What can I do?

First check if all of your billing information is the same as it appears on your credit card statement. If you continue to experience problems placing an order, please contact our customer care team.

How will I know if you received my order?

An order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact our customer care team and we will send you the order details.

How do I cancel my order?

Orders can be cancelled before they ship. After this we cannot guarantee a cancellation. When your order has shipped, you will receive a confirmation email. After an order has shipped, you can return it for a refund.

My order was marked as delivered but I still haven’t received it. What can I do?

Sometimes, your package is just waiting in an unexpected place. Please allow one full business day after the package is marked as delivered before contacting the shipping provider, or our customer service team, about the whereabouts of your package. Index is not responsible for package loss or theft once your order has been expedited from our warehouse. Please make sure to double-check shipping information before submitting your order.

Can I ship my order to a post office box, APO, or FPO address?

Not at the moment.

What forms of payment does index® accept?

We accept Visa, MasterCard, American Express, Apple Pay and PayPal.

From where do you ship/do you ship internationally?

index® ships to all of Europe and a majority of international zones.

How do I track my order?

We’ll keep you updated via email while we complete your order, and we’ll send you a tracking number so you can follow its journey to your door.

How much do I pay for shipping?

Shipping prices may vary depending on package weight and destination. Please visit our Shipping and Duties for more information.

How many days does it take for my order to arrive?

Delivery times are typically between 2 to 5 business days. Please add 1 to 2 business days for shipments to the U.S. Pacific Coast States.

Returns & Exchanges

I received my order but one or several items are missing. What can I do?

If some items are missing, they will be shipped separately.  Please reach out to us in case you still are uncertain of where your items are.

What is your return policy?

Items must be returned in its original packaging in new, unworn condition without any scuffs, scratches, stains, tears, hair, perfume or other, and with the original barcodes and stickers. We do not refund shipping or pay for return shipping and  additional postage. Customers are responsible for their return costs. Please have your return, along with the original invoice, shipped to the following address:

Rangel Logistics Solutions
Rua Raimundo Durães Magalhães
Zona Industrial da Maia - sector I, Lote 6/9, Maia
4475-132 Porto, Portugal

We strongly suggest using a tracked service and sending the tracking number to our customer service team by email as well.

How do I exchange an order?

At this time, we do not offer direct exchanges. The quickest way to exchange your item is to place a new order right away, and return your original purchase for a refund.

When do I get my refund?

Once we’ve received and processed your return, you will receive an email notification. Please give us 2 to 3 weeks to process your returned item once it arrives at our warehouse. The refund will be made to the payment method you used for the order in question. Duties, taxes or any additional charge that may incur will not be refunded by index®.

Customer service

contact@index.shop

Mon–Fri 9am–5pm (GMT+1)

Couldn’t find your answer?

Send us an e-mail: contact@index.shop

We will get back to you within 48 hours (Mon–Fri)
Hours: Mon–Fri 9am–12pm & 1pm–5pm (GMT+1)