FAQ
Identity is more than a clothing brand. It’s a declaration. A way to say “I Am” without apology.
We exist to help people feel proud of who they are and where they come from. Our mission is to make self-expression visible, personal, and real because culture isn’t a trend. It’s who you are.
“I AM” is where Identity begins and where it will always begin. It’s our flagship collection, built to last and built to grow.
These two words are a statement of pride, of power, and of presence. Every Identity design starts with “I AM” because we believe everyone deserves to say those words out loud without shame, without hesitation.
Our mission is to ensure that every culture, every background, and every story gets the attention it deserves. The I AM Collection is ongoing and ever-expanding. It will never be complete until no one is left out. Other collections will come and they’ll say something different, but this one will always say: I Am.
It means being seen. It means standing in who you are without shrinking, hiding, or explaining.
When you wear Identity, you're not just wearing a design. You're claiming space. You're saying, “This is me.” And you're making it easier for someone else to do the same.
Our team carefully curates a calendar of identities to feature, one each week, not to rank them, but to give every culture its own moment in the spotlight.
We believe each identity deserves focused attention and space to be seen, heard, and celebrated. We’re committed to representing every culture and background, and our long-term goal is to make sure no one is left unnoticed.
If there’s an identity you’d like to see moved up on the list, send us a message. We’re always open to listening and learning. Contact us at support@identityofficial.com.
Absolutely! If there’s an identity you’d like us to highlight or if you feel yours isn’t represented correctly, please let us know. We’re always listening, learning, and working to ensure that every design reflects the people it represents with care and respect.
Contact us at support@identityofficial.com.
Giving back is a core part of our mission, and while we’re not at the scale to do that yet, we’re working toward it. As we grow, we plan to partner with organizations that support identity, culture, equity, and self-expression so that your impact goes even further.
Each product includes a detailed size chart. We recommend comparing the measurements to a shirt you already own and love. Consider how you like your fit (looser or tighter) and size accordingly. If you're ever unsure, feel free to reach out before ordering because we're happy to help!
Generally, yes, most of our shirts fit true to size. However, sizing can vary slightly depending on the garment style or brand (which we always list on each product page). For the most accurate fit, use the size chart as your guide.
Absolutely! We believe identity should be celebrated without limitation and that includes size. We offer the full range of sizes available and we’re always working to expand options. If you have questions about fit or sizing, reach out to us anytime at support@identityofficial.com.
Our prints are professionally made delivering high-quality results that last. With proper care, like washing inside out with cold water and avoiding high-heat drying, your design should stay vibrant over time. Minor fading may occur naturally with wear, but peeling is rare.
We ship worldwide. Your identity shouldn’t be limited by borders, and we’re committed to getting your order wherever you are. If you live in a region we don’t currently ship to, let us know. We’re always working to expand our reach.
All Identity items are made-to-order, so please allow 2–7 business days for production, plus shipping time.
- U.S. orders: 3–5 business days after production
- International orders: 5–21 business days depending on location
You’ll receive a tracking link once your order ships so you can follow it every step of the way.
We offer free shipping on all U.S. orders.
International shipping costs are calculated at checkout based on your location. If you don’t see shipping to your country, reach out and we’ll do our best to accommodate you.
International customers may be subject to customs duties, taxes, or import fees depending on their country’s laws. These charges are not included in your purchase price and are the responsibility of the buyer. Unfortunately, we can’t predict or control these fees.
If you made a mistake in your shipping address, please email us as soon as possible at support@identityofficial.com. We can’t guarantee changes once an order is in production, but if it hasn’t entered fulfillment yet, we’ll do our best to update it for you.
Because every Identity product is made-to-order, we do not accept returns or exchanges unless the item arrives damaged or with a manufacturing error. Please double-check your size, color, and shipping info before completing your order. We want you to love what you receive.
If your item arrived damaged or there’s a manufacturing issue, we’ll make it right. Please contact us within 30 days of delivery and include:
- A photo clearly showing the issue
- Your order number
- A brief description of the problem
If multiple items were affected, please include them all in a single photo or video when possible. There’s no need to return the damaged product. We’ll either replace it or issue a refund.
Unfortunately, we can’t offer returns or exchanges for incorrect size or color selections due to the custom nature of our products. Please refer to the size chart and product details before ordering. If you’re unsure, don’t hesitate to contact us! We’re happy to help before you check out.
You have 30 days from the date your order was delivered to report any problems. After that, we’re unable to offer refunds or replacements. The sooner you reach out, the faster we can resolve things for you.
We accept most major credit and debit cards, including Visa, MasterCard, American Express, and Discover. We also accept digital payment options like Shop Pay, Apple Pay, and Google Pay, depending on availability at checkout.
Yes. All payments are processed through Shopify’s secure checkout system, which uses industry-standard encryption to protect your data. We never store or have access to your full payment information, and we will never sell or share your personal data.
Because we begin processing orders quickly, changes or cancellations are only possible within a short window after purchase. If you need to make a change, email us at support@identityofficial.com as soon as possible. We can’t guarantee updates once production has started, but we’ll always do our best to help.
Orders may be cancelled for a few reasons including payment issues, suspected fraud, or errors in product availability. If your order was cancelled, we’ll notify you by email and issue a full refund. If you’re unsure why, feel free to reach out and we’ll be happy to explain.
First, check your spam or promotions folder. Sometimes emails get filtered by mistake. If you still don’t see it after 15 minutes, send us a message at support@identityofficial.com and we will make sure you are taken care of.
Tracking numbers can take up to 48 hours to update after your order ships. If it has been longer than that or the link still is not working, contact us at support@identityofficial.com and we will look into it right away.
You can reach us anytime at support@identityofficial.com or through the Contact page on our site. We do our best to respond within 1–2 business days, Monday through Friday.