Shipping & Returns

SHIPPING

Please allow up to 48 hours for your order to be processed. During Sale & Promotion periods, this processing time can take up to 72 hours.


Kindly note, we are unable to deliver to PO boxes.


Once your order has been processed and shipped, an email will be sent obtaining your UPS tracking number. Please note that a signature is required for all orders. After three delivery attempts, your order will be returned back to us.


UPS Ground shipping - 5 to 7 business days - $10

UPS 2-Day - $25

UPS Over Night* - $35



*For UPS Over Night Delivery, place your order before 11AM EST in order to receive your order next day. Orders placed after this time will be processed and shipped on the following business day. 


Please note that UPS does not deliver on weekends.


We currently do not deliver to the following zones: Puerto Rico, Guam, Hawaii, Alaska. We apologize for this inconvenience.

RETURNS

We offer free returns* for online purchases.

You have 14 days from the date of receipt to request a refund and return your items to us.

For store purchase, please see the section for "Store purchase return" section as the policy is different from online purchase.


Please kindly note, for online orders, we do not offer exchanges at the moment. We ask that items are returned clean, unworn, and with all original tags attached. If you don’t respect our return policy, we will ship your garment(s) back to you.


EXCLUSIONS: Please note that items 60% off as well as ARCHIVE SALE are considered FINAL SALE. We do not accept return on those items.


Return process

  • Complete the return form enclosed in your package and specify the items to be returned and the reason for the return.
  • Prepare your package by inserting the return form and affixing the UPS prepaid label.
  • Drop off your package at a UPS access point or schedule a parcel collection from your home. Find this option as well as the list of UPS access points at www.ups.com 


Return policy

  • We kindly ask that returning items are boxed in one package per order. In the case where you received multiple package for the order. Please use whichever return label from that order to return to us.
  • Please ensure that all items are exactly as you received them, with their tags still attached.
  • Shoes must be returned in their original box in perfect condition, as we consider this to be an integral part of the product
  • We prefer items to be returned via the IRO returns service to ensure they are protected and insured in transit. However, you may return items via the carrier of your choice. Please ensure that you retain a proof of posting and a shipping number to provide you with the necessary evidence of the shipment of your package.
  • If your return package is lost, our customer service reserves the right to open an investigation with the carrier concerned. For this, a proof of drop off and a tracking number will be requested and will be essential to submit a claim.


Refund

Please note that shipping & shipping-related tax fee are non-refundable.

Your refund will be credited back to the original form of payment from your order. Please note that we will issue a refund within 14 business days of receiving your returned order.

If your credit card is lost or stolen, please contact your bank.


Exchange

IRO does not offer exchanges. In case of return of an order, you will receive a refund.


Defective item

If you receive a defective item, please take pictures of the defect and contact our customer service within seven days at customercare.usa@iro.fr. Please note that we do not issue exchanges. If the defect is confirmed, you will need to return your order to us, we will refund your money and you will need to place a new order.

If your item has been altered, we will not be able to take it back.