Dear Iris customers,
Having closed our stores on Friday 20th March, we had hoped to be able to carry on with our online business and fulfil and despatch orders as usual. However, in the interest of all of us we have decided to pause our operations with immediate effect.
This is not a decision we have taken lightly, and up until recent days; it was not one we thought we would have to make. However, following the lockdown and the ongoing government advise that all non-essential workers should stay at home, we believe it is the right decision for our staff and their families, our customers as well as for the general public. The safest and best course of action for us as a responsible business that cares about its employees and our customers, is to press pause, and do our small part to combat the spread of coronavirus.
We have already paused the checkout and so no new orders can be placed until further notice. If you have placed an order in the past few days we will despatch your order as usual.
Returns and refunds
If you have already sent a return back to us, please bear with us whilst we process it.
If you are considering a return we ask that you hold on to it until further notice. There is no hurry to get it back to us, as we have extended our returns policy to 60 days. You can register your intent to return an item through our online returns portal and then await further instruction from us when we re-open on where to send the items back to, so we can process your refund. Please see our returns and refunds page for full details of our policy
We appreciate that this decision will not come without inconvenience and for that, we sincerely apologise. If you have any questions please email us at email@example.com and we will respond as soon as possible.
We thank you for your patience and understanding, and we very much look forward to seeing you all again soon.
Love Iris x
Our stores are all now closed until further notice. It’s been an amazing journey over the past 15 years and although we have grown through our website to reach customers beyond our stores, we still feel very connected to our local communities and will strive to re-open when we are advised that it is safe to do so and keep the local shopping flag flying.
This pandemic affects every single one of us and we understand that there are many other priorities on people’s minds, with serious risk to health and livelihoods at stake, but we feel that keeping communities and local businesses thriving and inspired through the good times and the bad helps us all.
With most of us being confined to our homes, we will continue to inspire through our Instagram and communicate and update you through our weekly emails and blogposts.
If you want to speak with us, call our customer service line or email us firstname.lastname@example.org. We are here if you want to buy, here if you just want to try and here if you want to be inspired. We are #togetherathome.
Whilst our stores are closed, our online team are still operating and our shipping partners are currently maintaining their service. Both are following government and Public heath England guidelines to protect themselves and our customers.
We have collated some of our most frequently asked questions below. As this is a constantly evolving situation this page will be updated daily. If your question is not listed below, our customer care team are operating as normal to help.
Can I still place an order online and have it delivered?
Yes, our website is still operating but we have a reduced our shipping options for the time being, but hope to offer all options again sometime soon. We have made all standard UK deliveries free of charge.
Can I still receive delivery of parcels?
Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is currently understood that these types of viruses don’t survive long on objects such as letters or parcels.
Should I be concerned about touching an order I have received or collected?
Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages.
What steps have you taken to protect your employees?
The wellbeing of our staff is our number one priority and so all IRIS stores are now closed and our Head Office office staff are now working remotely in line with government advice. Staff in our web operations team have been provided with gloves when handling orders and we continue to monitor the situation closely with all employees.
What if I am self-isolating or do not wish to come into contact with a delivery driver?
Our shipping partner is following all WHO and government health and hygiene guidelines. Additionally, for all customers (including those who are self-isolating) where they need to deliver any parcel that won’t fit through your letterbox, they will place your item at your door. Having knocked on your door, they will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.
International deliveries are handled by DHL or your local postal service. Please check with the relevant courier for more information.
Is Deliver to Store option still operating normally?
Our Deliver to store service has been suspended for the time being, but we aim to get it up and running again in some capacity
What if I ordered a parcel to a location I can no longer access? E.g. my office has closed or my chosen click and collection location is now closed.
As the situation with covid-19 evolves, we're increasing our returns deadline to 40 days for the foreseeable future. So if you need to send something back to us but can't get to the Post Office (or don't feel safe doing so), there's no hurry.
If you have ordered to a location you can longer access and the item is successfully delivered, our returns policy has been extended to give you plenty of time to retrieve your parcel. If you require your items more urgently, we would suggest placing another order to your home address.
If the local courier is unable to deliver your item, you will be contacted to arrange redirection of your delivery. Failing this, the parcel will be returned to the depot and held for 18 days before being returned to us. You will then be issued a refund in line with our returns policy.
If I’m self-isolating, how do I return a product?
We have extended our returns period to 40 days to allow customers the opportunity to return their orders to us.
Will I get my refund as normal?
Yes, however it may take slightly longer than normal. We are working extremely hard to keep running a normal service. If you have any questions regarding your refund, please do not hesitate to contact our customer care team.
As a valued customer and supporter of IRIS we want to keep you updated with our plans to keep trading through this tough time and see us through to the other side.
We have been carefully monitoring the situation with regard to Covid 19 and are taking all the advice being given to us by the Government and health organisations.
We had hoped to keep our stores open as long as possible, whilst taking all necessary precautionary measures. However it is with heavy hearts we have come to the difficult decision that for the time being it is not in the interest of the general public, our much valued customers or our staff to keep our physical stores open during this crisis and so we will be closing all stores until further notice from the end of the day today Friday 20th March.
Whilst our stores are closed, we are lucky enough to have a great team to keep our online business running and our shipping partners are currently maintaining their service and so we will continue to operate with a few changes to shipping options. Please click here for more information.
With stores in several London village locations, we are a business built on a foundation of local shopping and we feel very lucky to be part of the communities we are located in and would like to thank you for your past and continued support.
Love, Iris x
Dear Iris Customer,
We are all experiencing a challenging and unprecedented situation. At IRIS our community and team are at the heart of our business and are our top priority.
We want to let you know that we are following government and WHO guidelines around hygiene and social distancing and as such have introduced a number of preventative measures.
Our retail stores remain open until further notice but any planned in-store events that encourage bigger gatherings have been postponed and we are actively minimising the number of people in-store at any one time. We are taking strong measures to ensure that health and hygiene protocols are met, including daily cleaning procedures to care for the well-being of our teams and community and from immediate effect we will no longer accept cash in store.
We are closely following the advice from WHO and local authorities and will keep you updated on our actions along the way and will take advice and implement any further recommended precautions.
Our online store at www.irisfashion.co.uk is operating as usual and if you are in London our brilliant new Harper concierge service can deliver direct to your door for you to try on in the comfort of your own home. The Harper Style Concierge will wait outside whilst you try on your items and then take away any you do not wish to purchase hassle free. See here for more information on the service.
We would like to thank you for your continued support and custom during this difficult time. You can stay connected with us via Instagram @irisfashion or through our customer service team at email@example.com.
Stay safe. We’re all in this together.
Love, Iris x