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 from our website.
To return or exchange your articles, you must request authorization 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.
If you 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 the US. 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.
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 online orders through iroparis.com only.
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 the Continental US. 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 requires a signature on delivery. However, if the delivery person cannot find you at the address supplied, they are authorized 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 US, exclusive of UPS 2nd Day Air Saver Delivery and UPS Next Day Air charges. Returns are free of charge for no more than one return per order. If your order was dispatched to an address in the US, all taxes will be refunded. 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.
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 authorization 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.
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?
You can reach us by phone at 1 855 393 0626 , e-mail firstname.lastname@example.org 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 6.30 pm EST and Monday to Friday. Our live chat is available for a swifter response during opening times and we also take all calls during these times.
Will my favorite 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.
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.