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Returns and Exchanges
We accept EXCHANGES only for the following products categories, within 15 days of receiving your order (Terms and Conditions apply):
MADE-TO-ORDER products
PRIORITY PRODUCTION SERVICE products
We accept REFUNDS or EXCHANGES for IN STOCK products, within 15 days of receiving your orders (Terms and Conditions apply).
The 15 days time limit starts one day after the day on which you have received the merchandise and instructions about the Right to Return enclosed separately in writing. Returns will be accepted for consideration only when we receive them in the given time limit which means that you must ship it out on time.
Upon goods receipt, you must inspect the package carefully and must report to us (via email) within 24 hours from receiving, all manufacturing defects or any shipping damages that may have occurred.
Should 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.
In case of a valid return, the mutually received benefits are to be returned.
In case that the merchandise has deteriorated, a compensation regarding the value may be claimed. You also can avoid the obligation to compensate for the value by not using the merchandise as if you owned it and by refraining from acts that might affect its value.
We only accept returns of non-faulty products that are in their original condition, have not been worn, altered or washed, they don’t have any type of traces of perfume or cigarette smoke, any stains or damages, with all tags attached and in their original packaging including wrapping, bag, hangers.
ALL ORDERS MUST BE RETURNED USING THE SAME COURIER PROVIDER AS THE ONE USED FOR THE FIRST DELIVERY (UPS).
All EU and NON-EU customers are responsible for the payments for the return shipment fees and custom fees accordingly.
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.
Should you use a different delivery company other than UPS for your return delivery, we will return the order back to you and your refund or exchange request will be cancelled.
Please email office@irisserban.com to request a refund and before preparing the returned parcel. You also need to include in your package a signed letter stating the reason for your return and the original receipt.
We accept EXCHANGES and REFUNDS only for the products which were IN STOCK when purchased, such as IN STOCK products part of the Cocktail dresses, Evening dresses and New Collection. We can offer the option of a credit note, which means the amount you paid for the products you wish to exchange will be kept on hold for a maximum of 10 months (starting with the date of the request of the exchange). You will be able to use this on hold amount for a different item from the current collection or from the future collection, for one time only, within a maximum of 10 months.
Refunds
IMPORTANT NOTE:
- All MADE-TO-ORDER products are non-refundable.
- All MADE-TO-MEASURE products are non-refundable.
- All BRIDAL products are non-refundable.
- Any orders with CUSTOM MADE ALTERATIONS (in size, fabric, colours, details etc.), are non-refundable.
- All PRIORITY PRODUCTION SERVICE orders are non-refundable.
- All SALE products are non-refundable.
- IN STOCK products are REFUNDABLE.
Once the product reaches our showroom and it’s inspected for damage, stains, faults, and it falls under the fully refundable category (IN STOCK products), 100% of your paid amount on the purchased item/s will be refunded in your account.
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.).
We only accept returns of non-faulty products that are in their original condition, have not been worn, altered or washed, they don’t have any type of traces of perfume or cigarette smoke, any stains or damages, with all tags attached and in their original packaging including wrapping, bag, hangers.
ALL ORDERS MUST BE RETURNED USING THE SAME COURIER PROVIDER AS THE ONE USED FOR THE FIRST DELIVERY (UPS).
All EU and NON-EU customers are responsible for the payments for the return shipment fees and custom fees accordingly.
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.
Should you use a different delivery company other than UPS for your return delivery, we will return the order back to you and your refund or exchange request will be cancelled.
Should you wish to CANCEL your order, please check our Cancellations policy above.
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.
Important Note
Should the customer not comply with our company’s policies regarding Duties and Taxes, Returns, Exchanges and Refunds Policies, our company reserves the right to refuse the returned products.
Also we will not pay for the Custom Duties and Taxes for the returned products. These are to be paid by the customer as stated in our Custom Duties and Taxes Policies section.
Should the customer use a different delivery service than the one booked through our company for the returned products (UPS), our company reserves the right to refuse the returned delivery and the refund for the products.
Other Info
The merchandise offered under irisserban.com is presented on the website in the format of digital photographs of existing merchandise. Minor divergences of the photographs from reality do not constitute a defect of the ordered merchandise.
You must also take into consideration the technical restriction of colour reproductions on your digital devices and that each order is handmade, hand-draped and pleated, which gives them individuality, but is not considered a manufacturing defect.
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