Refund policy

We totally understand that shopping for beauty online can feel like the Wild West, and our aim at Iris Store + Studio is to match our customers with products that they will love using. We've been in this game long enough to know there will always be instances where things might not be quite right and we want to keep it easy for you.

RETURNS

We hope it's love at first sight and you're delighted with your order.
However, please follow our situation specific guidelines below if you are not*:

Change of mind 
1. Get in touch with us at hello@iris-beauty.co.nz within 14 days of purchase.
Please let us know your order number (if you know it), the item(s) you wish to return and the reason why you've changed your mind. If you would prefer to exchange the product rather than receive a refund, please let us know which product you would like to exchange for.

For all Change of Mind returns, products must be returned in their original, unopened, packaging, unused and undamaged.
All return shipping costs are at the expense of the customer and we do not take liability for any lost or damaged goods during the return process - if you are shipping an item over $75, you should consider using a trackable shipping service or purchase shipping insurance.

2. Please wait for a confirmation from us before returning the items to 78a Victoria Street, Wellington 6021, New Zealand.

3. On receipt and inspection of the returned goods, we will refund the full purchase price of your product(s), or send out your requested product for an exchange.

• We will not refund the shipping costs unless the goods are faulty or have been incorrectly supplied.

We will notify you once the refund transaction has taken place.
Please be aware that your local bank will take up to 3-5 working days to receive the payment.

Reaction or Allergy
If you have started using a new product purchased from Iris Store + Studio and have had some type of reaction we want to hear about it. Please email us at hello@iris-beauty.co.nz, letting us know the product, when you started using it and how the reaction has shown up on your skin (photos are appreciated). 
As product reactions vary massively between individuals and different product categories, we'll work on a case by case basis with both you and the brand to find an appropriate course of action for you. 

Damaged or defective items
If you receive an item that is defective or damaged, we will replace it free of charge. Please send us an email at hello@iris-beauty.co.nz and we will arrange a return shipping label for you. Once the product is received back in store we will assess the damage or defect and arrange the appropriate compensation.

*Items purchased on sale or promotion are not eligible for return, refund or exchange. 

REFUNDS & EXCHANGES

Once your return is received in store we'll send you an email to let you know the timeframe for your refund or exchange.
For refunds, a credit will be processed and applied to your original method of payment. Please allow up to 5 working days.
For exchanges, the new product will be packaged up for you (at which point you'll receive a tracking email) ready for our NZ Post courier.