Shipping, Returns and Refunds

Shipping

We provide FREE shipping worldwide!
Upon goods receipt, you must inspect the package carefully and must report to us (via e-mail) within 24 hours from receiving, all manufacturing defects or any shipping damages that may have occurred.
NOTE: If you neglect to inspect the package within the given time frame, any item return requests based on these matters (manufacturing defects / shipping damages) won't be taken into account. 

Turnaround

Since all orders are custom made individually for each of our customers, it will take 15 working days for us to create them and another 1-3 working days for shipping. Please keep in mind that FOR EACH DRESS it takes 15 working days for us to create, so if you order two (2) dresses, it will take approximately 30 working days for the creation process and another 1-3 working days for shipping.
At the moment, we don't offer any PRIORITY or EXPRESS features for the dress creation process or shipping. We are working hard to ensure all customers are happy and every order arrives on time (within the given 15 working days / per dress).

Carriers

We ship anywhere in the world via TNT/DHL and Urgent Curier in Romania.

Order Tracking

If a tracking number is provided by the shipping carrier, we will update your order with the tracking information. You can track your orders online via TNT Tracking, DHL Tracking or Urgent Curier Tracking.

Duties and Taxes

All prices are final and include shipping. The custom duties and taxes are to be borne by the client (excluding USA). If you're ordering from outside the EU (European Union) then duties for your country will be applied and invoiced separately through TNT/DHL (and afterwards you can apply for tax refund - based on your country's tax regulation law).

Cancellation Policy

Orders can be cancelled within three (3) working days from the day you received the Order Confirmation e-mail. Any order canceled outside this time frame will lead to a 30% deduction from your refund.

Item Returns

We accept returns and exchanges within 14 days of order. We only accept returns of non-faulty items that are in their original condition, have not been worn, altered or washed, with all tags attached and in its original packaging. The customer is responsible for return shipping costs. Please email office@irisserban.com to request a refund. You also need to include in your package a signed letter stating the reason for your return and the original receipt. Shipping and handling is supported by the customer.

Refunds

100% of you paid amount will be refunded in your account once the product reaches our showroom and is inspected for damage, stains, etc. If you are not entitled for a full refund, you will be contacted by one of our staff members to discuss the terms refund (restocking fee, damage fee, etc.). Please keep in mind that all dresses with CUSTOM MADE modifications (sizes, colors, etc.) are non-refundable!

When all requirements have been met, we will notify you and refund the entire cost of the returned product(s). Should you fail to meet any of these requirements, you will be notified and the product(s) will return to you (all shipping costs are handled by you). If you refuse to accept the returned product(s), we reserve the right to keep the item and the corresponding amount that was paid.