CUSTOMER SERVICE

We hope you adore your pieces. Should you wish to return or exchange your order, you may submit your request within 14 days of your delivery date.

PROCESS EXCHANGE OR RETURN

EXCHANGE AND RETURN POLICY

You may submit a return or exchange request for eligible full-priced items within 14 days of delivery through our SWAP Returns Portal. All approved returns must be postmarked within 5 days of portal approval.

To be eligible for a return or exchange, your item must be unworn, unused, and in the same condition you received it, with all original packaging and original tags attached (including the "DO NOT REMOVE" tag). Items must be free of makeup, perfume, deodorant, animal fur, stains, or strong odors.

Please note:

• Restocking & Shipping Fees: A $15 restocking fee applies to all domestic returns and will be deducted from your total. Initial shipping charges are non-refundable. For international returns, return label costs are deducted from the refund.

• Final Sale: All sale items, accessories under $50 USD, and items worn for press, styling, photoshoots, or events are strictly final sale and cannot be returned or exchanged.

• Domestic Exchanges: We accept domestic exchanges for a different size or color in the same style or new item. The exchange can be processed directly through our Returns Portal, where any difference in price will be automatically calculated. Orseund Iris cover outgoing shipping for eligible domestic exchange items.

• International Orders: International returns are eligible for store credit or refund only; we cannot process international exchanges at this time. Duties and taxes paid are non-refundable.

• Complimentary Gifts: Returns must include any promotional gifts received with the original order, or their retail value will be deducted from your refund.

Orseund Iris reserves the right to refuse any unauthorized returns or items that do not meet policy conditions, and is not responsible for items lost or stolen in transit. Accounts returning more than 60% of their orders over a 12-month period may be subject to a modified return policy.

PREPARE YOUR RETURN OR EXCHANGE

US & International Customers

Please visit our portal below and enter your order number and email address to submit your request and generate your prepaid shipping label:

https://returnsportal.shop/orseund-iris

DEFECTIVE OR DAMAGED ITEMS

If you received a damaged or defective item, please do not wear, wash, or alter it. Contact us immediately at care@orseundiris.com with your order number and photos of the issue so our team can assist you.

RECEIVE A REFUND

Once your return is received and inspected at our studio, please allow up to 15 business days for your refund, store credit (issued as a non-expiring gift certificate), or exchange to be fully processed.

For any questions, please email us at care@orseundiris.com.

ORDER PROCESS

Orseund Iris ships orders from Monday-Friday only (excluding major holidays). Please allow up to 1-3 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 care@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 care@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 containing both in-stock and pre-order items, all items will be shipped together. International orders can not be split-shipped as Taxes & Duties are calculated based on the full shipment. 

USA SHIPPING

All domestic orders placed online will be processed and shipped via FedEx Home Delivery or FedEx 2 Day, depending on the delivery option selected at checkout. Delivery times vary by carrier and service. Orders are processed pending payment authorization and verification.

USA SHIPPING COSTS

Domestic US orders will be shipped via Fedex Ground or Fedex Express. 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 care@orseundiris.com with an alternative shipping address. 

LOST OR MISSING PACKAGES

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

INTERNATIONAL SHIPPING

International orders shipped to countries outside the U.S. will be sent via UPS Expedited or UPS Worldwide Saver, depending on the shipping option selected at checkout, and are shipped Delivery Duty Paid DDP. All applicable duties and taxes for the order are paid at checkout.

Please note that while we cover all known duties and taxes at the time of purchase, local customs authorities may occasionally apply additional charges upon delivery. These charges are determined by your country's customs office and are unfortunately beyond our control. We recommend reaching out to your local customs office directly if you have questions about any additional fees.

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.