FAQ

Here you'll find the answers to the most frequently asked questions.

You didn't find the answer to your question? We're happy to help you out personally.
There are several ways to contact us. You can e-mail us or use the contact form. Our customer support is here for you during working days from 08:30 to 15:30

E-mail: info@irisimo.com


Ordering goods

How do I order goods?
There are several ways of ordering goods:
1. All you have to do through our site is add the selected product TO THE BASKET with the basket icon and go through the shopping process in the shopping basket. After sending the order, you'll receive an automatic email concerning the received order
2. E-mail at: info@irisimo.com

What if I don't receive the order confirmation email - is everything okay?
You don't have to worry about anything. If you've gone through the purchasing process and completed the order in the shopping basket, we have successfully registered it.
If you can't find the order confirmation email in your inbox, you should also check your Spam or other folders, such as Ads and so on.

If you still can't find the order confirmation email, there is probably a mistake somewhere. It's possible that you made a mistake while filling in the shopping basket process and the order wasn't sent, or you entered the wrong email.

All you have to do is contact us by email: info@irisimo.com and we'll check immediately whether we've accepted your order.

I want to make changes to my order. How do I do it?
If you want to make changes to your order after sending it (change the ordered product, change the delivery address, payment method, etc.), just contact us by email: info@irisimo.com
If the order still hasn't been dispatched, we will make the changes.
If the order has already been dispatched, we are sorry, but we are no longer able to make any changes.

Can I cancel my order?
Of course!
If the order still hasn't been dispatched, just contact our customer support by email. If you've already paid for your orders (by bank transfer, credit card or via PayPal), we will refund your money by the same method. This process takes 2-4 business days.
If the order has already been dispatched, cancellation is no longer possible. All you have to do is tell the courier that you no longer want the goods. If you've already paid for the order, we will refund your money by the same method after the goods have returned to our headquarters.

Invoice - will I get it in the package?
No. You'll receive the invoice as an email attachment about sending your order. It's a full-fledged tax document and you'll only need to print it out if necessary.

What if I received damaged goods?
We're extremely sorry if this situation should occur. We inspect each product thoroughly before dispatch and do everything we can to ensure that this doesn't happen.
If you receive a damaged product, first contact our customer support. Be sure to include the order number and a description of the damage.
In the event that it's really product damage or error, we'll reimburse all costs associated with sending the goods back to us and immediately send you a replacement product in perfect condition.

What if I received a different product to the one I ordered?
We're sorry if a situation such as this occurs. We inspect each product thoroughly before dispatch and do everything we can to ensure that this doesn't happen.
If you received a product other than the one you ordered, please contact our customer support first. Be sure to include the order number. In turn, we'll suggest the optimal way of having the correct product as soon as possible.

I want to shop as a company, is that possible?
Yes. It is possible to shop as a company. In the shopping basket, just select I'm shopping as a company and fill in the necessary information.

How are the products packed?
All products that you find in our offer will be delivered to you in the given manufacturer's original packaging. It can be a box, bag or sachet. It depends on the type of product and the manufacturer 's original packaging.


Shipping and delivery

What is the delivery time?
All products we have in stock are dispatched on the day we receive your order (until 12:00 noon). Delivery time varies depending on the country of delivery. The list of couriers and delivery times are shown in the following table:

If the goods that you require aren't currently stock, delivery takes longer, usually by 1-2 working days. We state the delivery date of each product directly in its detail. In rare cases, there may be a situation where deliveries are extended beyond the announced date. In this case, we'll inform the customer immediately regarding the new delivery date.

Do you also deliver outside the EU?
No, we ship exclusively within the EU.

Can I change the delivery address that I entered in my order?
If the shipment hasn't yet been dispatched, all you have to do is contact our customer support.
If the shipment has already been dispatched, it's no longer possible to change the address. We recommend that you contact the courier directly who is delivering your shipment and agree on a change of address with them.
If the shipment is delivered to the place of delivery, we can no longer change the address after we've sent.

I can't pick up the shipment, what should I do?
Courier companies inform the customer prior to the  delivery date by email or SMS. If the delivery date is unsuitable, we recommend contacting the courier company or courier directly and agree on another delivery date.

What if I don't pick the shipment up from the courier or don't pick it up within the collection period at the point of issue?
Courier companies inform the customer about the delivery the day before by email or SMS. If the delivery date does not suit you, we recommend contacting the courier company or courier directly and agree on another delivery date.

If you still can't take over the package, the shipment will be returned to us. If you are interested in the shipment being resent, just contact our customer support.


Payment options

How can I pay for an order?
You can pay for your order online. For non-cash payments, we have a secure payment gateway for the provider, which uses the most advanced technologies in the personal data protection field and excludes the possibility of misuse.

You can select the following payment methods:

PayPal - Cashless through the PayPal payment system

Credit / Debit Card - Cashless card payment (via payment interface)

iDEAL

Why doesn't cash on delivery (COD) appear between my payment options?
We do not support a cash payment method. You can only pay by one of the cashless methods.

Can I shop in instalments?
No, instalment purchases are not possible.


Return of goods

The product that I ordered product is unsuitable. Can I return it?
Yes, you can return watches, jewellery, glasses and accessories within 14 days of receipt.

What are your return conditions?
The return conditions are as follows:
- you can return any unused goods, including all accessories that you've received from us
- you don't need to contact us in the event of returning goods. All you have to do is fill in the Withdrawal Form and place it in the package that you send back to us.
- you are responsible for the package that you send us until the point it arrives to us. We recommend insuring your shipment
- the product must be returned in its original packaging and must contain all the original tags and accessories, and must not be used
- the total cost of returns are borne by the customer
- we do not accept packages sent by cash on delivery
- we return the money by the same method that you used to pay for the goods. If you paid by cash on delivery, we will refund the money to your bank account.

How long does it take to get my money back?
Your money will be refunded no later than 14 calendar days after receipt at the address we provide for the return of goods.
However, this is the maximum period. Usually the return of your money happens much sooner. We don't delay the money returns in any way and we process shipments from customers immediately.

I sent the shipment to you and you still haven't returned my money. What should I do?
Contact our customer service. Have your shipment number and order number ready, and we will check immediately whether we received your shipment.

What if I received damaged goods?
We're extremely sorry if this situation should happen. We inspect each product thoroughly before dispatch and we do everything within our power to ensure that this situation doesn‘t occur.
If you should receive an item that is damaged in any way, first contact our customer support, and be sure to include the order number and damage description.
In the event that it is really damage or a product error, we will reimburse you for all costs associated with sending returning the item to us and we will immediately send you a replacement product in perfect condition.

What if I received a product that differs from the one that I ordered?
We're extremely sorry if this situation should happen. Before shipping, we check each product and do everything within our power to ensure that this doesn't happen.
If you receive an item other than the one you ordered, please contact our customer support first. Be sure to include the order number. In turn, we will suggest the best way of getting the right product as soon as possible.

Where can I find the return form?
You can download the return form HERE.

Is it possible to return goods in person?
No. It isn't possible to return goods in person.

What is the return address:
If you want to return the goods or send them for a claim, you can do so free of charge.
Order free pick-up by courier HERE.


Claims / Warranty

I want to claim a product. How should I proceed?
File a claim online HERE
Fill in the claim form. After sending it, you'll receive all the necessary information to the e-mail you entered in regard to handling the claim.


Contact

Our customer service is here for you every working day.
We try to solve all your questions as soon as possible. Within in maximum 24 hours.

What is the return address:
If you want to return the goods or send them for a claim, you can do so free of charge.
Order free pick-up by courier HERE.

Invoice address:
IRISIMO s. r. o.
Bystricka cesta 5633/16A
03401 Ruzomberok
VAT: SK2023439979