FAQ

General

What methods of payment do you accept?

Iris Esther accepts Paypal, iDeal, Visa, MasterCard, American Express and Iris Esther gift cards. Only one card may be applied per order. Your card will be charged at the time your order is placed. If you are using an Iris Esther issued gift card, the funds will be removed from your balance at the time your order is placed. All pricing is listed in euros, including gift cards.

Is my transaction secure?

Iris Esther takes the utmost care and concern for your privacy while you are shopping on our site. We will never share or sell your information to any third party, and the information we collect is solely used to contact you about your order if necessary. Transactions on our site are secured to ensure your personal information (especially your name, address, and credit card number) stays out of the wrong hands and cannot be read or intercepted as it travels to our payment processing system.

Why is my card being declined when I try to place an order?

This is likely happening because the billing address you are using does not match the billing address tied to your card. Please make sure to double check that the billing address is correct, and then try again. If you are still experiencing problems, you may wish to contact the issuing bank of your credit card regarding this matter, and then inform me of any additional information.

How do I use a promocode?

Promo codes may be entered on the cart page. Simply type or paste your code in the box provided, and click APPLY COUPON. Only one promo code may be applied per order. Promo codes cannot be combined with other offers. Promo codes are not valid on sale items. Promo codes do not apply to gift cards.

Where can I use my giftcard?

At this time, gift cards can only be redeemed online at IrisEsther.com. To redeem online, simply enter the code found on the back of the card as payment method on the checkout page. Only one gift card may be applied per order. If you have misplaced your gift card, please reach out to info@irisesther.com and I will be happy to look into this for you!

What are your operating hours?

Iris Esther is a small business operation. Shipments are being made on Monday, Wednesday and Friday. Please contact us if your shipment is time sensitive. We will sure try to help you with this. Iris Esther is closed on Dutch National Holidays. Other moments of absence will be announced on the website.

Do you offer gift wrap?

Absolutely! Just let us know when you place your order. You are also welcome to include a gift note with your order by entering your own personal message in the box provided during the checkout process.

Can Iris Esther be commissioned for collaborations, pr events and magazines?

Absolutely! You are welcome to contact us with the details of your thoughts, ideas and wishes and Iris will respond to you shortly regarding your request.

Orders and Returns

When can I expect my order to ship?

All orders from the shop will ship within 1-3 business days from when the order is placed from Bussum, The Netherlands.

 

Orders througout Europe will take 2-10 business days.

International orders (Us & World) take anywhere from 7-21 business days.

Any orders placed on Saturday or Sunday will not ship until the Monday as we do not ship orders over the weekend.

Customised prints or commisioned artwork is sent to you according to the personal order that has been received via e-mail and will be found in the written agreement and invoice.

Do you ship internationally?

We offer international shipping across the globe – simply enter your destination country during check out. Shipping costs may vary.

How can I find out the status of my order?

When your order has been send, you will receive a track and trace message via e-mail. All mail is send through MyParcel and PostNL

If the status of your package is unclear, please e-mail at info@irisesther.com and I will be happy to try and find out more for you.

What is Iris Esther's return policy?

Used, opened, and/or sale items cannot be returned.
Unused and unopened products may be returned within 15 days of receipt for a refund, excluding original shipping costs. Once we receive the returned item(s) the charges will be credited to your original method of payment excluding shipping costs, which are non-refundable.

This does not apply to personalized orders and custom artwork. Personalized orders and custom artwork are non-refundable once your order is placed.

If you wish to return an item that was gifted to you, please contact info@irisesther.com and I will be happy to help you.

If I mail a return, when will I be refunded?

Once I receive the returned item(s) the charges, excluding shipping costs, will be credited to the original method of payment in approximately 1-3 business days.

Custom work

How does the customised order process work?

If you have placed a customised or commisioned order on IrisEsther.com, Iris will contact you personally to confirm your details. It is discussed in advance how many rounds of improvements are included in the price. Once you confirm your details and a proof is sent your way, your order is non-refundable and will ship in about 2–3 weeks from your order date. Please note any additional information you may want included on your personalised item(s) is subject to Iris Esther’s approval and may ultimately not be included on the item due to the design and integrity of the product.

How long does it take to receive customised / commissioned orders?

Personalized orders typically ship in about 2–3 weeks from the order date. Please contact me if your order is time sensitive.

If I order items from the website in addition to my personalised items, will everything ship together?

If you are shipping your items outside of the Netherlands your entire order will be packaged together once your personalised items are ready to ship. If you are shipping your items within the Netherlands, your personalised items will ship separately from the additional items you ordered and you will receive two separate tracking emails for each shipment. If you have any questions regarding the status of your personalised order, please contact info@irisesther.com and we will get back to you shortly.

Will I see a proof before my items are printed and mailed to me?

Yes, customers ordering any of our personalised items will typically receive their proofs approximately one week from the final confirmation of wording and design details. Once a proof has been sent your way, your order is non-refundable.

Can I reorder customised art again without paying for custom art again?

Of course! Just get in touch with us and we will make this happen for you.

What if I need to cancel my personalised order?

Once you confirm your details and a proof has been sent your way, your order is non-refundable and may not be canceled.

Are my personalised items aligible for return?

Upon final approval of your personalized order, we cannot accept returns due to any errors (such as misspelled words or incorrect information etc.). By approving your final proofs, you accept responsibility for the information and layout as shown. If errors are discovered after proof approval and you wish to reprint, we are required to charge you for services rendered.

Can I use the personalised images from my order for a logo or artwork on my website or blog etc.?

All digital images used during the proofing process are sole property and copyright of IrisEsther.com and cannot be used for personal logo design or reproduction outside of Iris Esther.com. All illustrations (custom and template) are copyright of IrisEsther.com. and may not be reused without permission. If you have any further questions, please e-mail info@irisesther.com.

Is Iris Esther available for custom projects and collaborations?

Absolutely! As well as being a small lable, Iris Esther also acts as a custom design studio and is available to take on custom design and illustration work on a limited basis. Please email us with details about your project and I will get back to you shortly. Some of my past clients include: Summer Gray wallpaper, Elle, Cosmopolitan and CosmoGIRL!

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