Refund policy

PLEASE NOTE: WE DO NOT OFFER FREE RETURNS. RETURN SHIPPING COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER.

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. Return shipping costs are the responsibility of the customer.
  6. Returns are processed within 7 working days. If all conditions are met, the return will be officially acknowledged 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.

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

We will then provide you with the correct return address. Please do not send returns to the sender address - we will confirm the correct address once your return request has been received.

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.

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 our products are shipped internationally, 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 14 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 our central warehouse. Return shipping costs are the responsibility of the customer.