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).
For the NON EU orders, the customer will pay the custom duty fees accordingly when the parcel arrives to its destination. Our company is happy to pay for the shipping fee only.
All orders will be returned using the same courier provider as the one used for the first delivery.
Please contact us before preparing the return, as you’ll need some important information regarding the documents for this service
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.
PLEASE NOTE: for the returns of products from NON EU countries, the customer will be responsible for the payments of the return shipment fees and the customs duty fees accordingly.
Should the customer not pay the return shipment fee and the customs duty fees accordingly, which will result in a custom duty payment for us when the retuned products will arrive at the Romanian border, we will return the products back to the customer and the return procedure will be cancelled.
Refunds
100% of your 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!
The orders for the couture style dresses and the patchwork/panelled style dresses( such as Michaela gown, Avalyn, Valeria, Nicole, Julissa, Skyla, Florinna, Lilybelle, Maribel, Peony, Raymona, Rainbow, Gemma, After Rain, Grace, Judy, Star, Sunrise, Sunset, Cleo, Sahara, Poppy, After Rain, Caterina, Rainbow, Victoria, Angel, Myin, Polka Siena, Forest) cannot be returned. The orders with the Fast Delivery option are made with an extra cost and cannot be returned.
The couture style dresses are taking a delicate and intricate manufacturing process, such as the hand draping, manual details and pleating.
All orders for the Bridal gowns are not refundable.
All items found in the Sale category are not refundable.
Should the customer like to return the order (for the returnable orders only), the customer is in charge for the return shipping fees.
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.
