CUSTOMER SERVICE

RETURN POLICY

US/DOMESTIC RETURNS

If you would like to return or exchange an item please request a return authorization within 14 days of your delivery date. All returns must be shipped back to us within 7 days of your request being approved. We offer returns for store credit, a refund back to your original form of payment, or an exchange for a different size. 

To be eligible for a return your item must follow the requirements below:

• Items must be in the same condition that you received it; unworn, unused, and with all tags, including the "Do Not Remove" tag, and in its original product packaging.

• Initial shipping charges cannot be refunded.

• All accessories under $50.00 USD are final sale and not eligible for return or exchange.

•  Orseund Iris reserves the right to refuse any returns which do not meet our return policy requirements or are returned without authorization.

• Please be advised that items returned with animal fur or strong odors acquired during the try-on process are subject to being considered damaged. In such cases, these items will be deemed non-refundable.

All sale items are considered Final Sale and are not eligible for a return or exchange.

Please note there is a $25 restocking fee for all domestic return orders.

To return an item please follow the steps below to create a return authorization.

1. Click here for our Return Portal to start your return.
2. Enter your order number and email address associated with the order.
3. Select the item(s) you wish to return.
4. Choose the correct reason for your return.
5. Select if you are returning or wanting an exchange.
6. Once approved you will be contacted via email with a pre-paid shipping label and next steps.
7. Please allow 15 business days for your refund or exchange to be processed once it arrives at our warehouse.

INTERNATIONAL RETURNS

Customers outside of the United States must use our International Returns and Exchanges Portal.

There is a $30 restocking fee for international returns and exchanges. The customer is also responsible for shipping costs which includes producing a shipping label. Customer is also required to share tracking information with the OI Customer Service Team info@orseundiris.com to prevent return processing delays. 

STORE CREDIT

We happily issue store credit in the form of a Gift Card which is sent via email once you complete the steps following our return portal. This Gift Card will be released once your item has passed our inspection standards. To activate, simply use your unique gift certificate code during the payment process at checkout!

EXCHANGES

We will accommodate an exchange for a different size in the same variant (style and color.) If you are wishing to exchange your item for a new style or color, please follow our returns policy and place a new order. 

Exchanges are only processed upon receipt and inspection of returned item(s) and are based on stock availability. Domestic exchanges are shipped free of charge. A maximum of one exchange per item will be allowed.

Please click here to request an exchange. 

Once the exchange item is received, we will send out your exchange request as soon as possible and update you with new tracking. Orseund Iris covers exchange shipping on domestic orders only.

DEFECTIVE ITEMS

If an item is received damaged or defective we will not issue a refund. We do not accept returns or exchanges for worn or used items. 

RETURNED TO SENDER / REFUSED PACKAGES

Orders refused or deemed undeliverable by FedEx will be returned to our warehouse. We will contact you via email before cancelling the order. Customers who still want to receive the package must pay for a new shipping label to reship the order. 

Orseund Iris is not responsible for lost and/or stolen return packages. 

Please note, if you return more than 60% of orders placed in 12 months you may be subject to a modified return policy. We will contact you if you are subject to the modified policy.

Please email all policy questions or comments to info@orseundiris.com.

ORDER PROCESS

Orseund Iris ships orders from Monday-Friday only (excluding major holidays). Please allow up to 4-5 business days for your order to be processed and packed prior to shipping. Order delivery time depends on shipment courier and destination. Delivery times are provided as a guideline only, and do not take into account possible delays caused by payment authorization, stock availability, and/or delays due to customs. Orseund Iris delivers worldwide. Please allow 24 hours for your tracking number & shipping label to update once your order is fulfilled.

ORDER CANCELLATION

Once a shipping label has been created it is not possible to cancel your order. Please reach out to info@orseundiris.com within one hour or less of placing your order if you want to try to cancel it. This includes changing a shipping address to another location.

PRE ORDERS

For items listed as a pre order, please check the delivery date window provided on the product page. This outlines the dates in which you can expect your item to ship. For more information on your pre order, please inquire at info@orseundiris.com. We will be sure to update you on any delays. 

For domestic pre-orders, we will ship in-stock items right away. For international orders, you can request a split-shipment by emailing info@orseundiris.com with your order number and the item(s) you would like to ship first. You will be required to pay the additional shipping costs. 

USA SHIPPING

All domestic orders and shipments placed with us online will be processed and shipped via FedEx 2Day. Delivery takes 2-3 business days, pending payment authorization and verification. 

USA SHIPPING COSTS

Domestic US orders will be shipped via FedEx 2Day. To estimate shipping and tax fees select state and zip code upon checkout. Orseund Iris is not responsible for delays in shipping or delivery due to force of nature or other uncontrollable events.

P.O. BOXES

Please note that UPS and FedEx are unable to deliver to P.O. Boxes or APO/FPO addresses. If you entered a P.O. box as your delivery address and you have not heard from us, please email info@orseundiris.com with an alternative shipping address. 

LOST OR MISSING PACKAGES

Once your package leaves out warehouse, we are no longer responsible for damaged, lost, or missing items. 

INTERNATIONAL SHIPPING

International orders shipped to countries other than the U.S. via DHL Worldwide shipping are shipped Delivery Duty Paid DDP. All applicable duties and taxes for the order are paid at checkout. 

TAXES & DUTIES

Orders that are designated for shipment to countries outside of the U.S. may be subject to local taxes, customs, duties, and fees levied by the destination country ["Import Fees"]. The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees. Regulations for import duties and taxes vary by country and we are unable to control these costs or predict their amount. If you refuse a shipment from Orseund Iris, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to Orseund Iris.

AUTHENTICITY OF PURCHASE

We take immense pride in offering our customers only the finest luxury fashion items. Each piece available through our website and studio is meticulously curated and authenticated to ensure it meets our rigorous standards for quality and authenticity.

We are committed to providing you with the confidence that comes from knowing your purchase is genuine. However, please be aware of the following:

1. Authenticity Assurance for Direct Purchases:

   • We guarantee the authenticity of all products purchased directly through our official website or at our physical studio.
   • Each item undergoes a thorough inspection process before it reaches you, ensuring it meets our exacting standards.
     

2. Limitations on Authenticity Verification for External Purchases:

   • We cannot confirm or verify the authenticity of any product that was not purchased directly through our official channels.
   • This includes items purchased from third-party sellers, online marketplaces, unauthorized retailers, or any other external sources.
     
     

3. Recommendations for Authentic Purchases:

   • To ensure the authenticity and quality of your luxury fashion items, we strongly recommend purchasing directly from our website or visiting our studio.
   • Avoid purchasing from unverified sources that may not adhere to our strict authentication and quality control processes.
     
     

4. Customer Assurance:

   • Our commitment to authenticity is unwavering, and we strive to provide complete transparency and peace of mind for our customers.
   • Should you have any questions or concerns regarding the authenticity of a product purchased through our official channels, please contact our customer service team info@orseundiris.com for assistance.
     

5. Non-Affiliation with Unauthorized Sellers:

   • Orseund Iris is not affiliated with any unauthorized sellers or third-party marketplaces. We do not endorse or guarantee the authenticity of products sold through these channels.