Returns and warranty

Return conditions
Is the item not quite as expected? Unfortunately! Of course you have the option to return the product within 14 days of receipt. To do so, follow the steps below. 

Return instructions:

1. Always register your return first via customerservice@iristra.com
2. Pack the products in their original condition together with the copy invoice and the fully completed return form. You can download the return form here. Make sure that the items are in their original, undamaged packaging and that they are complete.
3. Deliver the package to a post office of your choice. Here you will receive a proof of shipment. Keep this well until the return has been fully processed. This is your proof that the package has actually been sent and can be requested in case of loss during transport. Therefore keep it well.
4. As soon as the return shipment has been processed by us, you will receive an automatic message about this. Of course we try to do this as quickly as possible. Have you not heard from us after 14 days? Then please contact our customer service. 

refund

When do we pay back?
We will transfer the costs incurred by you (purchase costs and original shipping costs) to you within 14 days after cancellation. 

What do you get back?
If you return the entire order, you will be refunded the costs of the order and the shipping costs (from us to you).

If you keep one or more items from the order, you will only be refunded the cost of the rest of the order, not the shipping costs

Where do I receive the refunded amount?
We will refund the amount in the same way as you paid. Can't do this? Then we will contact you. 

Costs for returning
The costs for the return shipment are for your own account. Are you returning a product because it is damaged or delivered incorrectly? Then we reimburse these costs afterwards.

Guarantee:
We care about our products and logically do our best to deliver them to you in top condition. We guarantee that the products meet the stated specifications and photos on our social media.

An article that does not comply with this during your check (think of an production error or the like) you can report to us and if the defect falls within the warranty, we will arrange for repair or replacement free of charge.

We only give this guarantee if you have indicated this within 24 hours of receipt via email customerservice@iristra.com. The email must include your name, product name, order number, date of receipt of your order and a clear explanation of the problem. Photos of the packaging and photos of the broken, non-working or damaged product must be attached immediately to this email.

If we do not hear of the defect within 24 hours of receipt, we do not offer a guarantee. The following then applies:

• Pulling clothes is not covered by warranty. Pulling is caused by friction with other materials and we are not responsible for this.
• We do not offer a guarantee on loose threads (finishing threads)
• We do not guarantee loops / hooks and fluff with crocheted (wool) sweaters and cardigans.

In all cases the following applies:

• Multiple orders cannot be returned together. 
• In connection with hygiene, we do not offer a guarantee on accessories (such as earrings, necklaces, belts, bracelets, bags, sunglasses and hats) and swimwear. hygiene. These can therefore not be returned.
• Sale items cannot be returned/exchanged.
• No washing guarantee is given. Problems arising after washing are your own responsibility. 

If the product does not meet these requirements, we can unfortunately don't take it.

If the product is damaged, or if the packaging is damaged more than is necessary to try the product, we can pass on this depreciation of the product to you. So treat the product with care and make sure that it is well packaged when returning it.

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Disclaimer: if the return steps are not met, or in other words, the return procedure is not followed, we cannot process your return! So make sure you include all information. This return form is ideal for that!