Refund policy

Returns Policy

PLEASE NOTE: WE DO NOT OFFER FREE RETURNS. RETURN SHIPPING COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER, EXCEPT FOR ITEMS THAT ARRIVE DAMAGED OR FAULTY (SEE BELOW). WE DO NOT PROVIDE A RETURN LABEL.

Returns

Can I return my order? Yes. If you are not satisfied with your order, you may return it within 30 days of receipt, provided the following conditions are met:

  1. The item is returned with all original parts, components and packaging in the same condition as received.
  2. The product shows only normal handling. Damage caused by careless use is not eligible for return.
  3. Any product where hygiene is relevant must be thoroughly cleaned before being returned.
  4. Defects must be identified and reported immediately upon receipt.
  5. We do not provide a return label. You arrange your own return shipping.
  6. Returns are processed within 5 working days of receipt at our warehouse. If all conditions are met, the return will be officially acknowledged and your refund will be issued within this period.

Iris & Grayson reserves the right to refuse returned items if we have reason to believe the product has been used or damaged through no fault of our own.

Cost of Returns

  • If you are not satisfied with your order: The cost of return shipping is the responsibility of the customer.
  • If your item arrives broken, damaged or faulty: Please contact us immediately with a photo. Once we have confirmed the problem, we will reimburse the reasonable cost of returning the item, or send a replacement or refund as agreed.

How do I start a return?

Email us at: info@irisandgrayson.com

Please include the following in your email:

  • Order number
  • Reason for the return
  • Photo of the product if damaged
  • Your full name
  • Your delivery address

Customer support will provide the return address. Please do not send returns to the sender address on your parcel. We will confirm the correct address once your return request has been received. You may be asked for a photo of your item to confirm receipt of goods.

Return Label

We do not provide a return label. Please arrange your own tracked return delivery and keep proof of postage until your refund has been issued.

Refunds

Once your return has been received and approved, your refund will be processed within 5 working days. Refunds are issued to the original payment method used at checkout unless otherwise agreed. Your bank or card provider may take a few additional days to show the refund in your account.

Exchanges

All orders that have sizing variants may be exchanged to a different size. We charge a small delivery fee for the replacement, which is at the cost of the consumer. By choosing to proceed with a refund, exchange (for a different size or product) or store credit, the customer is accepting and confirming this is their preferred resolution for the issue raised. The case will then be considered closed, and the customer is no longer eligible for a return or replacement. Our refund policy applies to returns, rather than cases where a fulfilment error has occurred.

Right of Withdrawal

You have the right to withdraw from your order within 14 days of receiving your goods, provided you are purchasing as a private individual for personal use.

As we operate a fully automated system, orders are processed immediately upon placement. We are unable to interrupt the shipping process once an order has been dispatched, therefore cancellations cannot be accepted once goods are in transit.

To exercise your right of withdrawal, please contact us at info@irisandgrayson.com with a clear written statement of your intention to withdraw. The withdrawal is complete once we have received the returned goods. Return shipping costs are borne by the customer.

Orders in Transit

As some of our products are dispatched from overseas, transit times may be longer and are outside of our control. If your order is already on its way, cancellation is not possible. Please wait until your order arrives and then follow the returns process above. You are welcome to notify us of your intention to return in advance.

Consequences of Withdrawal

If you withdraw from your order, we will refund all payments received from you, excluding original delivery costs, within 5 working days of receiving your returned goods. Refunds will be issued using the same payment method used at checkout unless otherwise agreed. No additional charges will be applied for the refund itself.

All returns are sent to the address provided by customer support. Return shipping costs are the responsibility of the customer.

Customer Service

Opening Hours
Monday – Friday: 9:00 AM – 5:00 PM
Saturday – Sunday: 9:00 AM – 5:00 PM

Phone: +44 7778 597046
Email: info@irisandgrayson.com

Questions regarding these terms should be sent to the contact details above.

Company Details

Shop Name: Iris & Grayson
Company Name: Prosperity Commerce Ltd
Registration Number: 17149828
Address: Unit 164, 275 New North Road, London, N1 7AA, United Kingdom