CUSTOMER SERVICE

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RETURN POLICY

Customers outside of the United States must use our international returns and exchanges portal here.   There is a $30 restocking fee for international returns and exchanges and a $25 restocking fee for domestic returns and exchanges. 

Please review our return policy before initiating a return or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with all tags, including the "Do Not Remove" tag, and in its original product packaging.

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.

US/DOMESTIC RETURNS

We offer returns through our return portal for either store credit, a refund in the original form of payment or an exchange for a different size or color. If you would like to return or exchange an item purchased on www.orseundiris.com, please send us a request for a return authorization within 14 days of delivery date by starting the process on the link here. All returns must be shipped back to us within 5 days of the request approval.

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

We offer returns for a refund in the original form of payment or an exchange for a different size or color. 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 the credit method you prefer (return or exchange).
6. Once approved, you will be contacted via email with a pre-paid shipping label and next steps.
7. Please allow 7 - 10 business days for your return or exchange to processed once it arrives at our warehouse.

All returns must be shipped to: 

Orseund Iris Studio

37 Greenpoint Avenue, Suite 212, Brooklyn, NY 11222

- Items must be returned in new & unused condition, with all original packaging and tags attached including our "DO NOT REMOVE" hangtag. 

- We cannot refund or take returns on clothing that has been worn or used.

- We strictly do not accept returns that have been worn for press and styling purposes including photoshoots.

- Returns must be returned with any additional gifts included with your purchase for a full refund. If gifts are unreturned, we will charge you for these items and they will be deducted from your refund.

- 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. 

- Any items purchased on sale or from the Archive Sale are considered FINAL SALE and cannot be returned or exchanged. 

STORE CREDIT

We happily issue store credit in the form of a gift certificate. Simply use your unique gift certificate code for payment at checkout on your next order with us! Store credit does not expire. 

EXCHANGES

We will accommodate an exchange for items purchased through our website. The exchanged item must be the same style in a different size or color. For a different style, please return your original item(s) and place a new order online separately. Exchanges are only processed upon receipt and inspection of returned item(s) and are based on stock availability. Exchanged items are shipped free of charge on domestic  orders (orders being shipped to customers). 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 while notifying you with new tracking. Orseund Iris covers exchange shipping free of charge on domestic orders only on packages being sent back to Orseund Iris.

INTERNATIONAL RETURNS

International customers outside of the United States interested in a return for a refund or exchange can start their return by clicking this return link here.  Please be sure to have your Global E order number and the email used when placing your order before starting the return. 

PRICE ADJUSTMENTS

Orseund Iris offers customers price adjustments under the following conditions:

• An item purchased has gone on sale or its price had been reduced within 7 calendar days of having placed the order.
• The item purchased is still available on the Orseund Iris website in the same style and size purchased.

If these conditions are met, please contact our team within 7 calendar days from the date of purchase so that they can refund the difference onto the original method of payment.

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. It is not a guarantee that we can cancel it as it may have already shipped.  This includes changing a shipping address to another location.

PRE ORDERS

For items listed as pre order, please expect delivery within the delivery date window stated on the product description. For more information on your pre order, please inquire at info@orseundiris.com.

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. Expedited shipping via FedEx Priority Overnight is available for domestic orders. Expedited shipping will only be processed during business hours, Monday-Friday. Please check our home page banner for updates on studio closures.

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 is unable to deliver to P.O. Boxes or APO/FPO addresses. If you entered a P.O. box as your delivery address, we will reach out to you via e-mail to get an alternative address which may delay your delivery.

LOST OR MISSING PACKAGES

If your order is damaged, lost or missing by FedEx, contact info@orseundiris.com. We will file a claim with FedEx and issue you a refund with proof that you did not receive your order.

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.