FAQ

How to place an order?

  • Add your item to your Cart.
  • Ensure the size and the color is correct. 
  • Confirm your cart.
  • Select your shipping method.
  • Fill in your billing and shipping address.
  • Confirm there is no missing information in your shipping address. (apt/building number) 
  • Confirm your delivery. 
  • Select the payment option and fill in the required information.
  • Confirm your payment.
  • You will be redirected to the confirmation page of your order and you will receive a confirmation email within a few minutes of placing your order. 

What methods of payment can I use?

You can make the payment of your order with a Visa, Mastercard, American express and Paypal. We do not offer other payment methods.

When will my account be charged?

The charge will be posted on your credit card when your order is shipped. If your order is partially shipped or shipped in two separate packages, the charge will correspond to the dispatched item. 

Do I need to set up an account to place an order?

It is not necessary to set up an IRO account to place an order. However, it will help tracking your order and requesting a return.

Can I place an order by phone?

Our customer care is available to place an order by phone. Our conversations are not recorded and our team does not keep your personal data.

I did not receive a confirmation email, was my order approved?

Be sure to check your "spam" folder first. If 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?

Please check "Account", and click on "Forgot password". You will then be redirected to "Request to reset your password". Input 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 have any issues, please 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, or +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. If your order has already been processed by our shipping team, we cannot guarantee that your order will be canceled. If this is the case, you will need to return your order once received.

Can I change the items of my order?

After your order has been placed, we cannot change the items in your order. You will have to return your order, and then place a new one.

How can I track the delivery of my order?

Once your order is shipped, you will receive a confirmation email including your tracking number. You will be able to track your package using this number on the UPS website. 

www.ups.com/track

Which courier will deliver my order?

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?

You can have your order shipped to another country. Be sure to switch to that country's site located on the bottom right of our website. 

I still have not received my order, what can I do?

Our couriers' website mentions the expected delivery date for your order. If you notice an issue, please contact our customer service, please have your order number and your tracking number ready. 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 issue.

Can I change my delivery address?

Unfortunately, we are unable to change 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, IRO Temple.

How do I return my order?

Go to the bottom of our page and review our return procedure by clicking on the 'Shipping and return' category.

Will I be charged for a return?

IRO offers one complimentary return per order.


If you decide to return another item after using your pre-paid label, the return will be at your expense. 


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'.


*Returns during IRO.ARCHIVES sale will be at your own expense.

When will I receive my refund?

Once your package is received, there is a 14 day processing time for returns. If you do not receive your refund within this timeframe, 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, click:  “Print a new return label”
  • The label will automatically download. If this does not happen, ensure that pop ups are not blocked from iroparis.com
  • 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 offer exchanges at this time. Every returned order will be refunded.

Can I return my online order in an IRO store?

We do not accept online returns in store. You must use the prepaid shipping label to send your items back to us.

I received a confirmation email for my refund, but I still don't have it in my account, is this normal?

Please allow 2-3 business days for a refund to be issued to your account once a confirmation has been sent. This processing time varies based on your payment processor. Paypal refunds are issued within 5 minutes of an email confirmation. 


If you did not receive a refund after this time period, please contact customer service.



I could not pick up my order, it was sent back to you, what can I do?

Please contact customer service to reschedule delivery. 


Please mention all required information to ensure a successful delivery. (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.

How do I find the article I am looking for?

Contact our customer care and mention how you spotted this item (in a shopping window, on our instagram account, in a movie, on a partner shop, …) and any additional information. (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 website 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?

You can find our size and fit information in the description of each item. You can also consult our size equivalents at the bottom of our website by clicking on "Size Guide". For additional information, please contact our customer service team.

How to care for our products?

Care instructions are available on the labels in each of our pieces. If you would like to know this information before buying, contact our customer service team.

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-Thursday: 10AM - 1PM / 2PM - 6PM
  • Friday 10AM - 1PM / 2PM - 4PM

How can I subscribe to newsletter and/or text message?

  • To subscribe to our newsletter, go to the bottom of the site.
  • On the right, you will find: 'IRO IN YOUR INBOX / Subscribe'. Simply click on this registration, fill in your email and confirm 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, you have the following options:

  • 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 partner with IRO, who should I contact?

For any partnership request:

  • Click the "Assistance" tab
  • Select "Contact"
  • In the drop-down list entitled 'Your question', select 'Partnership'
  • Enter your request
  • Click on 'Send'

I have a question about a purchase in store, who should I contact?

Please contact the store directly.

What payment methods are accepted on the iroparis.com website?

We accept: Mastercard, Visa, American Express and PayPal. If you have any questions, please contact our customer service team.

Are online payments secure?

All transactions on our website are secure. We use the SSL (Secure Socket Layer) encryption system. This means that your personal and payment information will remain encrypted and cannot be decrypted by a third party.

My payment has not been processed, what should I do?

If you encounter any difficulties while placing your order, and if your payment is not accepted, please contact our customer service team.

Can I pay for my order with a gift card?

We do not offer gift cards at this time.

Can I pay for my order with a store credit?

We do not accept store credits for online orders.

When will my account be charged?

The charge will be posted on your credit card when your order is shipped. If your order is partially shipped or shipped in two packages, the charge corresponds to the dispatched item.

I haven't received all the items in my order, what should I do?

Please contact our customer service team.

I still have not received my order, what should I do?

UPS provides the delivery date. If you notice an issue, please contact our customer service team. Please have your order number and your tracking number ready.

I did not pick up my order on time, what can I do?

You can contact our customer service team to reschedule the delivery. 

Please mention all the required information to make sure the delivery will take place without an issue.

Didn't find the answer to your question?