What happened

We had hundreds of people in checkout at the same time for a very limited number of bags. Because of that:

• Some of you were cart sniped at the final step
• Some of you may have been charged but did not receive an order confirmation

That second case should never happen. We take that very seriously.

What we’re doing now

We’re actively working with Shopify to understand exactly what happened and identify anyone affected.
If you were charged but did not receive an order confirmation:

• Please reach out to support@imbaru.design
• Include any screenshots or details you have

We will:

• Investigate your case directly
• Make sure you are either fully refunded or properly taken care of

No one should be left guessing or waiting without an answer.

Accountability

We want to be clear — we’re responsible for the experience surrounding our launch.

Even with limited inventory and high demand, this isn’t how it should feel.

We’re a small team working with a single maker on a complex, handmade product. That limits how many we can produce right now — but it doesn’t change the fact that this experience needs to improve.

We’re taking this seriously and working on it.

What comes next

Our focus right now is:

• Resolving every affected order
• Working with Shopify to understand the checkout issues
• Continuing to push toward a more scalable model

We know this was frustrating. We felt it too.

Thank you for showing up, even if it didn’t go your way this time.

We’ll do better.

— IMBARU

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