Assistance

I. ORDERING ONLINE

How to place an order? 
Add your item to your basket.
- Check the size and the colour.
- Validate your basket.
- Select your delivery mode/option.
- Fill in with your delivery and billing address.
- Check there is no missing information for the delivery process.
- Validate the delivery page.
- Select the payment mode/option and fill in with the required information.
- Validate your payment.
- You are then redirected towards the confirmation page of your order and you will receive a confirmation email within a few minutes.
What methods of payment can I use? 
You can make the payment of your order with  a credit card, visa, mastercard, american express and Paypal. We do not offer payment facilities. 
When will my account be debited? 
The debit will be effective on your credit card when your order is shipped. If your order is partially shipped or shipped in two times, the debit corresponds to the dispatched item. 
Do I need to set up an account to place an order? 
It is not necessary to own an IRO account to place an order. Nevertheless, it will facilitate the follow-up of your order but also the return procedure. 
Can I place an order by phone? 
Our customer care remains at your disposal to place an order by phone. Our conversations are not recorded and our teams do not keep your personnal data. 
I did not receive a confirmation email, was my order approved? 
First of all, we invite you to check the category "spams" of your provider messaging service. If indeed, you did not receive any confirmation email, contact our customer service by email or by phone: customercare@iro.fr, +33 1 43 16 09 29.
I lost my password, what can I do? 
Go to the category "Account", and click on "Forgot password".
You will then be redirected to  "Request to reset your password".
Indicate your email address in the space provided. 
Click on "Send".
You will then receive an email that will allow you to reboot your password.
If you meet any difficulties, do not hesitate to contact our customer service : customercare@iro.fr, +33 1 43 16 09 29.
I can not complete my order, what can I do? 
Contact our customer service at customercare@iro.fr, +33 1 43 16 09 29.
Can I cancel my order? 
We can cancel an order right after it was placed by calling our customer service on +33 1 43 16 09 29 (Mon-Thu 10h-13h 14-18h, Fri 10h-13h 14h-16h, Sat-Sun closed).
Beyond this time limit, we can not cancel it. We invite you in this case to return your order in a time limit of 14 days after the delivery. Please, visit our "Shipping and return" page for more information.
Can I change the items of my order?  
After the validation phase of your order, we can not modify your items. 
You will have to return your order, and then place a new one. 

II. SHIPPING AND DELIVERY 

How can I track the delivery of my order? 
Once your order is shipped, you will receive a confirmation email including your tracking number for your package. Keep it, it will enable you to follow the delivery of your order to the address you selected. 
For colissimo : www.colissimo.fr
For UPS : www.ups.com
Which transporter will deliver my order? 
Colissimo delivers all the orders shipped to France;
For orders shipped outside of France, your order will be delivered by UPS. 
Will I need to pay custom fees? 
We invite you to visit the 'Shipping and return' page.
Can I benefit from detax?
An order placed on iroparis.com can not allow you to benefit of the detax.
Can I dispatch my order in another country than my home country? 
Indeed, you can be delivered in a country different to your residence country. Nevertheless, it is possible that our technical configurations do not allow you to do it yourself. We invite you in this case to contact our customer service at +33 1 43 16 09 29.
I still have not received my order, what can I do? 
Our transporters' website mentions the planned delivery date of your order. If you notice an anomaly, do not hesitate to contact our customer service, please have your order number and your tracking number ready and call customercare@iro.fr, +33 1 43 16 09 29.
I did not pick up my order on time, what can I do? 
You can contact our customer service in order to reschedule the delivery. 
Please mention all the required information to make sure the delivery will take place with no obstacle.
Can I change my delivery address? 
Unfortunately, Colissimo do not enable us to modify the delivery address. 
For all deliveries out of France, we invite you to contact our customer service, carrying your order number. 
Is it possible to schedule an in store delivery for my order?
You can select a delivery in the following stores only: 
IRO Saint Sulpice, IRO Etienne Marcel, IRO Royale, IRO Victor Hugo. 

III. Returning my order

How do I return my order?
Go to the bottom of our e-shop, and discover our return procedure by clicking on the 'Shipping and return' category.
Will there be return fees?  
IRO offers one return per order.
The return fees are therefore at our expense if you use the prepaid return label.
To find it, follow the return procedure which is in your package, or go to the bottom of the page and click on 'Shipping and return'.
Watch out, the return fees are at your expense for all orders placed during an IRO.ARCHIVES sale.  
When will I receive my refund?  
From receipt of the delivery of your return, we have a 14 day period to process your refund. After this deadline, if you did not receive your refund, please contact our customer service.
I do not have my return label, what can I do?
Go to 'Assistance', then click on 'Return'.
At the bottom of the page, you will be able to click on 'Print a new return label'.
The label will download automatically. If it is not the case, check that the pop-ups are well unblocked for iroparis.com.
Print it and stick it on the package you want to return.
If your order was delivered by UPS and your return label is not in the package, please contact our customer service.
Is it possible to make an exchange?
We do not make any exchange.
Every returned order will generate a refund.
Can I return my online order in an IRO store?
All the orders placed on our e-shop must be returned to our warehouse.
No order can be returned in one of our stores.
I received a confirmation email for my refund, but I still don't have it on my account, is it normal ?
When we process your refund, you will receive an automatic confirmation email.
To receive your refund on your credit account, count two or three working days for a payment with a credit card, and a few minutes for a payment with PayPal.
If this deadline is passed, and you still did not receive your refund, contact our customer service.
I could not pick up my order, it was sent back to you, what can I do?
You can contact our customer service in order to reschedule a delivery.
Please mention all the required information to make sure the delivery will take place with no obstacle (intercom, door code, floor, phone number…)
I did not receive the items I have ordered, how should I proceed?
Contact our customer service at customercare@iro.fr or by phone at: +33 1 43 16 09 29.

IV. Our articles

How do I find the article I am looking for?
Call our customer care and mention how you spotted this item (in a shopping window, on our instagram account, in a movie, on a partner's e-shop, …) and as much as information as possible about it (cut, color, season, name).
Is it possible to buy an item from an old collection?
Items from old collections can be sold through partners shop or directly on our e-shop during our outlet sale IRO.ARCHIVES. To find out more, contact our customer service or subscribe to our newsletter to be informed of the dates of our next sale.
How do our items fit?
Find our products' sizing in each description of our items. You can also consult our size equivalents at the bottom of our website by clickling on "Size Guide". For futher information, please contact our customer service department.
How to care for our products?
Care instructions are available on the contextual labels of our articles. If you would like to know them before buying, contact our customer service by e-mail at customercare@iro.fr

V. Contact us

How can I contact customer service?
You can contact our customer service by email at customercare@iro.fr or by phone at +33 1 43 16 09 29.
What are the customer service hours?
Our customer service is at your disposal from Monday to Thursday from 10am to 1pm and from 2pm to 6pm, and on Friday from 10am to 1pm and from 2pm to 4pm.
How can I subscribe to newsletter and/or text message?
'To subscribe to our newsletter, go to the bottom of our e-shop.
On the right, you will find: 'IRO IN YOUR INBOX / Subscribe'. All you have to do is click on this registration, fill in your email and validate your request.
When creating your IRO account, you can also check the box 'PLEASE ADD ME TO IRO'S MAILING LIST' in the PERSONAL INFORMATION section.
How can I unsubscribe to newsletter and/or text message?

If you wish to unsubscribe from our newsletter, two solutions are available:
- Click on the unsubscribe link at the bottom of our newsletter
- Send your unsubscribe request to customercare@iro.fr

If you wish to unsubscribe from our text messages, two solutions are possible:
- Unsubscribe via the following link: iro.nosms.org
- Send your unsubscribe request to customercare@iro.fr

How can I contact the head office?
To contact the head office, call the following number: +33 1 43 16 09 11.
How can I submit an application?
Find our offers by clicking on 'Recruitment' at the bottom of the e-shop page.
I would like to establish a partnership, who should I contact?
For any partnership request:
- Go to the "Assistance" area
- Click on "Contact"
- In the drop-down list entitled 'Your question', select 'Partnership'
- Then fill in the rest of the form fields
- Click on 'Send'
I have a question about a purchase in store, who should I contact?
Contact the relevant store directly by phone.