Assistance

I. Ordering Online 

What do I do if I have forgotten my password? 
Click on My Account/ Log in / Forgotten your password? You will receive an email with a link to change your password at the address you supplied. Feel free to contact Customer Care who can help you renew your password if necessary.
How will I know if you received my order? 
Once payment has been approved, IRO confirms the order by e-mail. This confirmation e-mail reprises all the information communicated by the client. If you don’t receive this confirmation e-mail, please contact Customer Care.
Do I need to set up an account to order something online? 
You don’t need to set up an account to place an order on Iroparis.com but we recommend doing so. You may place orders as a mere visitor, but if you do create an account, you can also track your order, log returns and other information to simplify and accelerate payment for your next order.
How do I cancel my order? 
To cancel your order, please contact Customer Care. We cannot cancel it if it is already being processed by our warehouse or dispatched. If you want to cancel after the order was dispatched, you will have to return the articles for a refund.
I gave the wrong delivery address. How do I modify it? 
You cannot modify your delivery address yourself. You must contact Customer Care to change your delivery address. The delivery address can only be modified before the order is dispatched (unless you signed up for the UPS delivery with UPS My Choice®.)
Where are the products shipped from? 
We have one warehouse in France and another in the USA. All orders placed outside the USA are dispatched from our warehouse in France. Orders placed in the USA are dispatched from our US warehouse. We dispatch our products DDP to all EU countries and the USA. Outside the EU and the USA our products are dispatched DDU (taxes and customs duties not included).

II. Shipping and delivery 

How do I track my order? 
Once your order has been dispatched from our warehouse, you will receive e-mail confirmation with a tracking number. You can click on the tracking number in the e-mail to see where your parcel is. You can also track your order by entering your tracking number on the carrier's website. You can furthermore log in to your online account to obtain your tracking number.
How soon will my order arrive? 

Delivery times are valid for all orders placed before 1.00 pm. NB: 2 to 5 working days extra processing time must be taken into account during special operations (such as seasonal or private sales). Delivery depends on the delivery service chosen and the country you placed your order in:

 

France and Overseas  Colissimo (home, post office or pick-up point) 48 hrs in mainland France and Corsica – 5 to 7 working days for French territories overseas – delivery Monday to Saturday 9.00 am to 12.00 noon 
EU and EXPORT UPS Express Saver 24 hrs – working days – the next day if the order is placed before 12.00 noon –delivery Monday to Friday 9.00 am to 6.00 pm.
USA UPS Ground Shipping 1 to 5 working days 
USA 2nd Day Air 48 hrs – delivery by the end of the second working day
USA Next Day Air 24 hrs – working Days – delivery by 10.30 am, 12.00 Noon or end of day depending on destination

 

How do I obtain my order? 
A counter-signature is required for all orders above €500 ($500, £500, DKK 3,700).

Colissimo home delivery in France and French territories overseas: In the event of your absence or if your parcel cannot be delivered (no doorman or other problem), the delivery person shall leave a slip mentioning the date and address of the post office where you can pick up your parcel after showing the slip and proof of ID.

As from the date on the slip, you have 15 days to pick up your parcel. The parcel will automatically be sent back to IRO after this deadline.

At any time, using the parcel number supplied by the website (e.g.: 8V00300548899), you can track your parcel by logging on to www.laposte.fr/colissimo to see where it is.

UPS home delivery: After 3 failed deliveries the parcel will be returned to us. Why not optimise your home deliveries with UPS by signing up forUPS My Choice®? This way, you canhave your parcel sent to your local UPS Access Point before trying to deliver to your home. SIGN UP FOR UPS My Choice®: USA UK Other Countries
Is my parcel insured? 
All articles are insured against theft and accidental damage while being dispatched from the IRO warehouse to the delivery address. The client fully and exclusively bears all risks relative to the articles after delivery.
Where can IRO products be delivered? 
If your order is dispatched DDP (inclusive of tax), you don't have to pay any taxes.

If your order is dispatched DDU, your local customs office should be able to tell you the amount. Our products are for sale on the following territories:

The IRO website does not deliver to the following territories: - Italy: Campione d’Italia, Livigno, Lugano, San Marino, Vatican City. - United Kingdom: Channel Islands, Gibraltar. - Spain: Ceuta, Melilla, Canaries, Tenerife - Denmark: Feroe Islands, Greenland. - Greece: Mount Athos - Germany: Heligoland, Busingen - Finland: The Åland Islands. - USA: Puerto Rico, Guam, Hawaii.
Can I pick up my order in store? 
Depending on the delivery chosen, orders placed online are delivered to your home, your place of work or a pick-up point (post office, Colissimo pick-up point or UPS Access point).
Can I dispatch my order to another country? 
You can have your order delivered to another country by choosing this country as your delivery country. You may still specify your own country in the invoicing address. Orders placed in the USA can only be dispatched within the USA.
Which countries do you dispatch DDP to? 
We dispatch DDP (all taxes paid) to all EU countries (including French territories overseas) and the USA.
How much do I have to pay in tax and customs duties? 
If your order is dispatched DDP (inclusive of tax), you don't have to pay any taxes. If your order is dispatched DDU, your local customs office should be able to tell you the amount.
Can I dispatch my order to a post office box, an APO or FPO address? <
Unfortunately, we do not deliver to post office boxes, APO or FPO addresses.
How much do you charge for delivery? 
We deliver free of charge above a certain amount depending on your country. To find how much delivery costs for your country, please refer to the "Delivery" section.

III. Payment 

What means of payment does IRO accept? 
We accept payment by credit card (CB, Visa, MasterCard, American Express) or payment account (PayPal). We can also offer means of payment specific to your country. You can view these on the payment page. You can also pay for your order with an IRO Gift Card or Credit Note.
Is it safe to use my credit card on the IRO website? 
Credit card transactions on our website are perfectly secure. We have an SSL certificate guaranteeing that payment pages are encrypted and data remains confidential.

Your bank account is debited on the day the order is dispatched. You cannot pay for an order in several instalments on our website.

Whenever you place an order, we suggest registering the card you use to pay. This helps you save time with your next order.

All you need to do to approve the payment is enter your cryptogramme on the back of your card. It is deleted after each order and you have to give it again for each new order.
What currency will my purchase be in? 
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When will my bank account be debited? 
The credit card is debited when the order is dispatched. When you place an order using a credit card, we set up an authorisation on the payment form you used. This blocks the funds temporarily for the purchase, without debiting your account. When your order is dispatched, we debit the funds from your account.
Can I register my card information? 
When you place an order at home, you can choose to register your credit card details if you so wish. Only our payment solutions provider records them and we cannot obtain these details. We recommend registering your credit card information to enjoy a faster payment process for your next order.
Why was my credit/debit card rejected during payment? 
If your order was rejected, it was your bank’s decision. We recommend contacting your bank or credit card firm to ask if your card has been blocked. If you receive another error message, please contact Customer Care.
Will any extra costs be added to my order? <
Orders placed in the European Union (including French territories overseas) and the USA are delivered DDP (Delivery Duty Paid). This means all taxes and customs duties are included in the end price. No extra fees will be added to your order. Orders placed in countries other than EU members, French territories overseas, and the USA are delivered DDU (delivery taxes not paid) and local customs duties may be applied.
Why is the amount paid different to that of my order? 
The amount paid is less than that of the order when one or several articles ordered are not available when your order is prepared. The amount paid then corresponds to the articles actually dispatched.
Can I request a tax refund for an online purchase? 
Unfortunately, tax refunds are not available for online purchases.
I have a gift card. How do I use it? 
If you have a gift card, simply enter your gift card code when you pay. Gift cards purchased online can be used in store if the currency used is the same. Gift cards purchased in IRO sales outlets in the US can be used online on the US version of the IRO website. A gift card can be used in addition to another payment method (credit card). A gift card can be spread over several orders.

You can view your gift card balance when placing an order, at "Payment” stage.
I have a Credit Note. How do I use it? 
If you have a credit note, it will be available for use at "Payment” stage. Credit notes can be used in addition to another payment method (credit card). Credit notes are valid for six months and can be spread over several orders.

You can view your credit note balance when placing an order, at "Payment” stage.

Credit notes made out in store can be used on the Iroparis.com website if your customer account has your address e-mail (and the same currency).

Credit notes available can be used in store if the currency is the same.

IV. Pre-orders 

When will my pre-order be dispatched? 
The scheduled dispatch date is shown on the product page and when you pay. If you place an order for pre-ordered articles and articles in stock, you will receive two separate parcels and a separate confirmation e-mail for each article.
When will my bank account be debited? 
When you place a pre-order with a credit card, your card is simply authorised, meaning that the funds necessary for payment are placed on stand-by. Your card will not be debited until your order is dispatched. If you place an order for several articles, your card will be authorised for the total, then debited for each article when dispatched: the total amount debited will correspond to the amount authorised.
What happens if I order some articles in stock and others as a pre-order? 
If you place an order comprising articles in stock and pre-ordered articles, you will receive several different parcels. We dispatch the articles in stock as soon as possible, and the pre-ordered articles as and when available. If you pay with a credit card you will be debited in two instalments, the total of which will correspond to your total order. Your account will be debited when the articles are dispatched.
What happens if I pre-order several articles? 
If you pre-order several articles with different dispatch dates scheduled, they may all be dispatched when the last article becomes available.
How do I return pre-ordered articles? 
We apply our usual returns policy to pre-ordered articles. You have 14 days after receiving the last article ordered to return any one of the articles you ordered.

V. Returns and exchanges 

How do I return or exchange an article? 
We refund in full or exchange for another size if the article you do not wish to keep is returned within 14 days of delivery. For you to receive a full refund, the article must be returned in its original state with the return slip to be printed off our website.

To return or exchange your articles, you must request authorisation to make a return by logging in to your iroparis.com account. Then use pre-paid returns label enclosed to return your articles, following the instructions below.

To return the article, simply log in to your customer account, find the order you wish to return, then click on a return request.

Choose the articles you want to return for a refund or an exchange.

Follow the steps online.

Print off your return slip and add it to the articles to be returned.

Then simply return the articles to our warehouse using the pre-paid returns label inside your parcel.

The articles returned will be refunded within 14 days of receiving your return, via the payment method used to place the order. If you ordered without setting up an account, go to the "returns" section and enter your order information to request a refund or exchange.

We offer pre-paid returns in all countries. If you place an order in one of these countries and can’t find your returns label, please contact us and we will e-mail one to you. Our pre-paid returns service is free of charge in European Union countries (not including French territories overseas) and in the US. If you do not live in one of these countries, the prepaid return fee will be deducted from your refund.

You can choose not to use our prepaid service and return your article to our warehouse in France via the carrier of your choice. We recommend using an insured, traceable return service because the return is your responsibility. The return address is as follows: Returns that do not correspond to our policy will not be accepted and will be sent back to you.
How do I exchange an article? 
Articles purchased may be exchanged. In this case when we receive your return, a Credit Note will be drawn up for you to place a new order. Credit note payment is available when placing orders. It may be used along with another payment method (credit card) and/or spread over several orders. You may view your credit note balance at “Payment" stage when placing an order. Credit notes are valid for six months.
The product I received is defective, what must I do? 
Please, first contact Customer Care for confirmation that the article is defective. Once this has been confirmed, you can proceed as for a classic return, simply specifying "defective" as the reason for the return. We will ensure that a new article reaches you as soon as possible.
Can I exchange for a more expensive product? 
You can exchange for a more expensive product by paying the extra amount using another payment method. You can also opt for a cheaper product, since your credit note may be spread over several orders.
I want to return an article but I placed my order without logging in / I don’t have an account. What must I do? 
Go to the "Returns" section and fill in the form with your order information to proceed with a return or an exchange.
Can I return or exchange my online order in an IRO store? 
You can return or exchange an online order in an IRO store if you paid for it in the same currency.
How do I return an article purchased in store? 
If you purchased the article in store, we cannot accept the return online. You can only return it in store.
I cannot find a return label in my box, what should I do? 
We provide a prepaid return service in all countries. If you cannot find the returns label, please contact us and we will e-mail you another one.
I have received an article as a gift from you. Can I return it? 
If the gift was purchased on our website, you can return it within 14 days of delivery. The article must be returned in its original state with all labels still attached. If the gift was purchased in one of our stores, you cannot return it online, we recommend applying to the store directly. If the article is returned for a refund, the cost can only be refunded via the payment method used to pay for the order.
Is my parcel insured and must I sign to take delivery? 
All orders we dispatch are insured until you receive them. UPS and Colissimo require a signature on delivery. However, if the delivery person cannot find you at the address supplied, they are authorised to leave the parcel with a neighbour or another person. This is why we strongly advise you to track the order with the tracking number provided on the order track in your customer account to be sure of being at the delivery address at the time of delivery.
Will I be refunded for my full order? 
Returns are free of charge and refunded in full for orders placed in the European Union (not counting French territories overseas) and the USA, (exclusive of UPS 2nd Day Air Saver Delivery and UPS Next Day Air in the US).

Returns are free of charge for no more than one return per order. If your order was dispatched to an address in the European Union or the US, all taxes will be refunded. Outside the European Union and the USA, sale tax and customs duties cannot be refunded by Iroparis.com .

You can however try to recover this money by contacting your local customs office. This may not be valid for all countries. We recommend hiring a customs broker if you wish recover the taxes for a returned article. Please note that refunds may take up to 14 working days before appearing on your account, due to processing times that may vary from one payment services provider to another.
When will I receive my refund? 
The refund will appear in your account within around ten days, depending on your bank/credit card/means of payment.

VI. Ordering and tracking 

Can I modify my order? 
You order can no longer be modified once the articles have been processed by our warehouse. We can modify the order up to the moment when our warehouse starts to process the order. Please contact us as soon as possible, making sure you have your order number to hand. Articles may still be exchanged or returned within 14 days of receiving your order. If you signed up for the UPS My Choice service, you may change the delivery address for your order even after it has been dispatched.
When will my order be dispatched? 
Your order will be processed within two working days, subject to payment authorisation and stock availability. We do try to dispatch all orders on the same day. Our warehouses are open Monday to Friday not including bank holidays. However processing time may be longer for special operations (such as seasonal or private sales), up to 3 to 5 working days.
Where is my order? 
Once your order has been accepted, you will receive a confirmation e-mail with the delivery details and your tracking number. You can click on the tracking number in the e-mail to see where your parcel is. Log in to your account and click on "My account" to track your article and the delivery status. If you placed an order without setting up an account you can track your order by specifying your order details via the "Order Status" section.
Can I add articles to my order? 
You may not add articles to an order. Please place a new order.

VII. Customer Care 

How do I receive the latest information from IRO? 
Sign up for our newsletter and we will send you all our latest information (you can sign up at the bottom of the page).
How do I contact IRO Customer Care? 
France: You can call us on 01 43 16 09 29, e-mail serviceclients@iro.fr or customercare@iro.fr or live chat via our website. US: You can call us on xxx, e-mail customercare.usa@iro.fror live chat via our website. All Other Countries: You can call us on 01 43 16 09 29, e-mail serviceclients@iro.fr or customercare@iro.fr or live chat via our website.
How do I care for my IRO product? 
All our products feature a care instructions label. We strongly recommend following these instructions. For leather, sheepskins and footwear, please contact us for specific care instructions.
I no longer wish to receive IRO newsletters. How do I unsubscribe? 
Each newsletter you receive from us has an unsubscribe link at the bottom.
How soon will I receive an answer? 
We answer all e-mails within 24 hours, but we try to process them even more quickly. Our opening times in the week are as follows: 10.00 am to 7.00 pm CET and (USA) Monday to Saturday. Our live chat is available for a swifter response during opening times and we also take all calls during these times.
Will my favourite IRO products be in stock again? 
We add products to the online store as soon as stock is available. You can also sign up to receive a notification when your size is available. Simply select the size which is no longer in stock and click on “Tell me when this article is available", then follow the instructions
I can’t find a certain article in your online store, can I find it elsewhere? 
The best way to find the products which are not available in the online store is to contact Customer Care.

VIII. Size & cut 

What size must I order? 
You will find a generic size guide beneath each article sold online. For each article, we also indicate the exact measurements and the size worn by the model. Feel free to contact Customer Care for specific size advice.
What do I do if my size is no longer in stock? 
Please contact Customer Care and we will do all we can to help you find your article. You can also sign up for us to tell you when this article is available and thus receive an alert when the product is available again.
What size grid do you use? 
Our garments are based on European sizes. To compare your size to ours, please use the size guide available on each product page.