We hope you love everything you order from Iris & Adams. We carefully select our furniture, lighting and home accessories for their quality, design and character.
However, we understand that sometimes an item may not be quite right. Our returns process is designed to make things as straightforward as possible.
Changed Your Mind?
If you change your mind about an item purchased online, you have 14 days from the date your order is delivered to let us know that you would like to return it.
Once you have notified us, you then have a further 14 days to return the item.
To request a return, please contact us with:
- Your name
- Order number
- The item(s) you wish to return
- Your reason for returning the item
Please do not return an item without contacting us first, as some of our products are dispatched directly from our fulfilment partners and may need to be returned to a specific location.
Return Condition
Changed-mind returns must be:
- Unused and in a resalable condition
- Returned with all original parts and accessories
- Securely packaged
- Wherever reasonably possible, returned in their original packaging
You are welcome to inspect an item as you would reasonably be able to do in a shop. However, we may make a deduction from your refund if an item has been handled beyond what is necessary to establish its nature, characteristics and functionality and its value has consequently been reduced.
Furniture & Large Item Returns
Many of our larger furniture and homeware pieces require specialist delivery.
If you change your mind about a large or bulky item, you will normally be responsible for the cost of returning it to us.
Depending on the item, we may be able to arrange collection on your behalf. Any applicable collection charge will be confirmed with you before the collection is arranged.
Please contact us before attempting to return any furniture or oversized item yourself.
Damaged, Faulty or Incorrect Items
We take great care to ensure your order reaches you safely.
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible.
Where possible, we ask that visible delivery damage is reported to us within 48 hours of delivery. This helps us investigate the issue with our delivery and fulfilment partners quickly.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item
- Photographs of the outer packaging
- Photographs of any visible damage to the packaging
Please keep all original packaging until we have resolved the issue.
For larger items, please do not dispose of the box, wrapping or protective packaging, as this may be required if we need to arrange a collection.
Reporting damage within 48 hours helps us resolve your issue more quickly and does not affect your statutory rights.
Where an item is confirmed as faulty, damaged or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights, which may include a replacement, repair or refund.
Checking Furniture on Delivery
For furniture and larger items, we recommend checking the packaging and item as soon as reasonably possible after delivery.
If the packaging appears significantly damaged when your order arrives, please photograph the packaging before opening it.
If possible, please also make the delivery driver aware of any obvious external damage.
Natural Materials & Handmade Products
Many Iris & Adams products are made using natural materials or traditional manufacturing techniques.
Materials such as wood, stone, ceramic, glass, metal and natural fibres can feature variations in colour, grain, texture, markings, finish and dimensions.
These natural characteristics are part of what makes each piece unique and are not necessarily considered faults.
Product photography is intended to represent each item as accurately as possible, but colours and finishes may also appear slightly different depending on lighting and your screen.
Refunds
Once an eligible return has been received and checked, your refund will be issued to your original payment method.
For eligible changed-mind cancellations, we will also refund the cost of our standard delivery option, where required by law. If you selected an enhanced or premium delivery service, any additional amount paid above our standard delivery charge will not normally be refundable.
Refunds will be processed within the applicable statutory timeframe.
Please allow additional time for your bank or payment provider to credit the funds to your account.
Return Delivery Costs
If you are returning an item because you have changed your mind, you will normally be responsible for the return delivery or collection cost.
If an item is faulty, damaged or incorrectly supplied, we will cover reasonable return or collection costs where a return is required.
Because furniture and oversized items can require specialist couriers, please contact us before arranging a return.
Items That Cannot Be Returned
There are certain circumstances where the usual right to cancel may not apply, including certain:
- Bespoke or made-to-order products
- Personalised products
- Products made specifically to your requirements
- Sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed
Where an item is excluded from our standard change-of-mind returns, we will make this clear on the relevant product page where applicable.
This does not affect your rights where an item is faulty, damaged or not as described.
Cancelling Before Dispatch
If you need to cancel or amend an order, please contact us as soon as possible.
We will always try to help, but many orders are processed quickly and we cannot guarantee that an order can be stopped once it has entered the dispatch process.
If the order has already been dispatched, our standard returns process will apply.
How to Request a Return
Please contact the Iris & Adams Customer Care team before returning anything.
Include your order number and details of the item you would like to return. If the item is damaged or faulty, please also attach photographs showing the problem.
We will then provide you with the appropriate return instructions.
Please do not send products directly back to the manufacturer, supplier or address shown on the parcel unless instructed to do so by Iris & Adams.
Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory rights.
Our policy operates alongside your rights under applicable UK consumer legislation, including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Iris & Adams
Beautifully considered pieces for your home.