FAQs

Every dress we create is a couture, Made-to-Order piece, handcrafted with exceptional attention to detail and requiring many hours of skilled craftsmanship. We carefully select premium-quality fabrics and believe in fairly rewarding every member of our team, including our talented tailors and dressmakers whose expertise brings each design to life. By creating each garment only after an order is placed, rather than producing large quantities in advance, we reduce unnecessary waste while preserving the exclusivity, quality, and individuality of every design. We are committed to sustaining our conscious, responsible fashion brand that values craftsmanship, ethical production, and sustainability over mass production. For this reason, as every dress is made exclusively for the client who orders it, we are unable to accept returns or refunds for change of mind or for not acknowledging our Terms and Conditions. Our policies are clearly available throughout our website, and we warmly encourage you to read them before placing an order. If you have any questions, our team is always happy to assist you before, during and after your purchase, ensuring you can shop with complete confidence.

Our Made-to-Order products are manufactured only after an order is placed and confirmed. These products are not manufactured prior an order as we are trying to minimise production loss and a non-sustainable way of business. The manufacturing time is 15 days after the order confirmation. These products are non-refundable and we can accept only exchanges either to different sizes or another product (Terms and Conditions apply).

On rare occasions, we have In Stock Products that are already manufactured before an order and they are ready to be delivered immediately. These products can be either refunded or exchanged to different sizes or another product (Terms and Conditions apply).

Our Made-to-Measure Products are designed and manufactured following your own individual measurements and requirements, such as colours, details or design. This service requires 30 days of manufacturing from the time of your order confirmation. Additionally, an extra 400 Euro fee is required for all our made-to-measure designs (Terms and Conditions apply).

We offer this priority service for Made-to-Order orders only, as the manufacturing time is reduced to 7 days. Additionally, an extra 350 Euro fee is required for all urgent orders (Terms and Conditions apply).

We offer a wide range of Standard French sizes, from 34 FR to 44 FR, to ensure a flattering and comfortable fit for every woman. Detailed size guides are available on each product page to help you find your perfect match. We are also pleased to offer our Made-to-Measure services for a more personalised design.

We provide a detailed size guide and fit notes on each product page to help you select the most flattering and comfortable size. If unsure, please contact us for advice.

Yes, we offer free worldwide delivery. Shipping rates and import taxes, delivery times, and available options are shown at checkout based on your location and order options. Find our Shipping and Deliveries policies here.

Once your order has been dispatched, you will receive a confirmation email with a tracking link so you can follow your delivery in real time.

We accept returns and exchanges within a specified time frame and clear conditions, provided products are following our Return and Exchange policies.

We accept EXCHANGES only for the MADE-TO-ORDER products. We accept EXCHANGES or REFUNDS for IN STOCK products only. 

All MADE-TO-MEASURE, MADE-TO-ORDER, BRIDAL, SALE and PRIORITY SERVICE products are NON-REFUNDABLE.

For orders in countries within the European Union (EU) there are no import taxes to be paid.

For NON-EU countries, import taxes and customs duties depend on the destination country and the value of your order. These charges are determined by your local customs authority and are the responsibility of the customer. 

Some examples of NON-EU countries are: USA, Canada, UK, UAE, Australia.

Besides these, other NON-EU countries are found in the Middle East, Africa, South America and Oceania. Please check your country's import regulations before placing your order.

Should you wish to return an order (either for an Exchange or for a Refund, Terms and Conditions applied), you must use the same delivery company we are currently using (UPS) and it has to be returned using the same personal details used when you placed your order (same name, address, order code etc). This is extremely important for our logistics policies, because we need to avoid paying any custom taxes/ duty payments for any product returned to us and to prevent any products from being lost on the way back to us. 

All EU and NON-EU customers are responsible for the payments for the return shipment fees.

Care instructions are listed on each product’s label and online description. Following these guidelines will help maintain the quality and longevity of your products.

Some popular styles are restocked depending on demand. You can register to our newsletter to be notified when an item becomes available again or you can contact us directly.

We process orders quickly, but we will do our best to accommodate changes if you contact us as soon as possible after placing your order. Please check our Cancelling policies here.

Not at the moment, but we are working on offering this option for our customers.

Our customer care team is always happy to assist with any questions or concerns via email at office@irisserban.com