Most viewed questions
Orders & delivery
When will I receive my order?
Your order is dispatched within 2 working days (usually in less than 24 hours). Once your parcel is on its way, delivery takes about 7 to 11 working days in Europe, the United Kingdom and the rest of the world, and 7 to 12 working days to the United States. During sales and the holiday season, it can take a few days longer because of the high volume of orders. You receive an email with your tracking number as soon as your order ships.
Shipping costs and times
Shipping costs and times
How do I track my order?
Follow your parcel at any time on our tracking page, using your order number and the email address you used for your purchase.
Track my order
Track my order
My order is taking longer than expected, is it lost?
No need to worry: your parcel is on its way. During busy periods (sales, holidays), delivery can take a few days longer than the usual 7 to 11 working days. You can follow your parcel at any time below. If the delay seems really long, write to us with your order number and we will check it with you straight away. If your parcel has not arrived 30 days after dispatch, we will send it again or refund you, whichever you prefer.
Track my order
Track my order
I did not receive my order confirmation
It is sent by email as soon as you place your order. If you cannot find it:
- Check your spam and junk folders.
- There may be a typo in your email address: write to us and we will correct it.
- If the problem continues, contact us.
Where can I find my order number?
It starts with "IRIS" (for example IRIS12345W). You will find it in your order confirmation email, or in your customer account under "Orders".
My tracking has not been updated, is this normal?
Yes, this is common at the start of the journey. Your parcel first travels with our carrier, then it is handed to your national postal service for delivery. Updates can pause for a few days during transit. The most accurate information is on our tracking page.
My parcel is marked as delivered but I have not received it
Don't worry, a few checks solve most cases:
- Look in your mailbox and in safe spots around your home (porch, shelter, building entrance).
- Ask your neighbours or your building's reception if they received it.
- Wait 24 to 48 hours: a parcel is sometimes shown as delivered a little before it actually arrives.
Which countries do you ship to?
We ship worldwide: all of Europe (including Germany, Austria, the Netherlands, Sweden, Denmark, Belgium, France, Spain, Italy, Switzerland and the United Kingdom), the United States, Canada and many other countries. The list of available countries is shown at checkout.
My parcel was returned to the sender, what should I do?
This can happen with an incorrect or incomplete address, a refused parcel or a delivery error. Contact us with your order number and we will find a solution with you.
Sizes & products
How do I choose my size?
Check our size guide, with detailed measurements and EU, UK/US and FR sizes. Take your measurements and compare them with the charts rather than relying on your usual size. If you are unsure between two sizes, write to us: we will gladly advise you.
See the size guide
See the size guide
Do your pieces run small or large?
Our cuts follow the measurements in our size guide. The most reliable way is to measure yourself and follow the chart for the model you like. If you are unsure, contact us before ordering and we will help you choose.
The size is not right, can I exchange it?
Yes. You can request a size exchange within 30 days of receiving your order, from our returns portal. The item must be unworn, with its tags and in its original packaging.
Request an exchange
Request an exchange
Returns & exchanges
How do I return or exchange an item?
Everything is done online, in a few minutes, from our returns portal: enter your order number and email address, choose the items and tell us the reason. We then email you the return instructions. Pack your item carefully and send it back with a tracked shipping service.
Start a return
Start a return
What are the return conditions?
You have 30 days from receiving your order. The item must be:
- Unworn (you can try it on over your own underwear);
- In its original condition and packaging, with all tags attached;
- Free from makeup, perfume or odour;
- Returned as a complete set, with every piece included.
Are returns free?
Return shipping is at your own expense, and we do not provide a prepaid return label. If the item arrived defective or if we made a mistake, we cover the return shipping and also refund your original shipping costs.
My item is defective or I received the wrong item
We are sorry about that. Write to us with your order number and a few photos (a close-up of the problem and an overall view). Once confirmed, we will replace the item or refund it in full, at no cost to you.
How long does it take to process a return?
Once your parcel reaches us, we inspect it within 1 to 4 working days. Your refund is then issued within 3 to 5 days, to your original payment method. The original shipping costs are not refunded, except for a defective item or an error on our part.
Change or cancel my order
Change my delivery address
Contact us as soon as possible with your IRIS order number, your email address, your phone number, the current (incorrect) address and the new address. We will do what is needed before the parcel ships.
Change my order
If your order has not been shipped yet, contact us quickly with your IRIS order number. Our team will do its best to help.
Cancel my order
Contact us as soon as possible with your IRIS order number. If your order has not been shipped yet, we cancel it and refund you in full, to your original payment method. Once it has been shipped, it can no longer be cancelled, but you can return it after you receive it.
Payment
Which payment methods do you accept?
Credit and debit cards, Apple Pay, Google Pay and Shop Pay, as well as the other payment methods shown at checkout. All transactions are fully secure.
In which currency do I pay?
Our prices are set in euros and shown in your local currency when it is available (for example in pounds, dollars, Swedish or Danish kronor). The amount you pay is the one shown at checkout.
How do I use a discount code?
Enter your code in the discount code field at checkout. The discount is applied before you pay.
Care & more
How do I care for my lingerie?
Lace and embroidery are delicate. Hand washing is strongly recommended:
- Lukewarm water (30°C maximum) and a gentle detergent made for lingerie.
- Handle gently, without rubbing or wringing.
- Rinse thoroughly with clean water.
- Dry flat on a clean towel, never in the tumble dryer or in direct sunlight.
- Avoid fabric softener, which can damage the elasticity.
What will my parcel look like?
Your order is carefully packed and delivered in a discreet parcel, with no mention of its contents on the outside. To offer a piece as a present, you can add the IRIS gift box to your order.
Do you offer gift cards?
Not at the moment.
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