They merged my request after I sent three separate emails regarding my refund issue. However, after doing so, they continued to ignore all of my follow-up questions. I truly cannot understand why a... See more
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See what reviewers are saying
Returned shoes worth EUR 450 I bought online in February, parcel received by "Lucie" a month ago, IRO PARIS neither confirmed reception of my return, nor reimbursed me. Shoes were unworn, in original... See more
Company replied
The worst customer service I've ever seen: I put an order several days ago on their website, the payment went through. However, I've never received any confirmation by email. I reached out several tim... See more
Company replied
I love IRO. Great quality, stylish products. I have had a few items of clothing for many years. There were items in my last order that I had to returned (I ordered wrong sizes). There were delays and... See more
Company replied
Company details
Written by the company
Fondée à Paris en 2005, IRO incarne une vision contemporaine du chic parisien, mêlant élégance intemporelle, attitude audacieuse et savoir-faire exigeant. Pensée comme une silhouette reconnaissable entre toutes, la marque propose un vestiaire moderne où se rencontrent structure et fluidité, sophistication et décontraction, héritage et innovation. IRO développe des collections inspirées par l’énergie de Paris, la culture contemporaine, le cinéma français et le design. Chaque pièce est imaginée avec une attention particulière portée à la coupe, aux proportions et aux matières, afin de créer des silhouettes fortes, féminines et naturellement élégantes. La marque est reconnue pour son expertise du cuir, du tailoring, du denim et des textures signature qui définissent l’ADN IRO saison après saison. Entre lignes précises, contrastes subtils et détails raffinés, les collections traduisent une allure instinctive et moderne, pensée pour des femmes confiantes, libres et affirmées. Chez IRO, nous croyons qu’un vêtement doit traverser le temps tout en restant profondément ancré dans le présent. Notre ambition est de proposer une mode expressive, durable dans son style et fidèle à l’esprit parisien : libre, sophistiqué et résolument contemporain.
Contact info
Paris, France
- serviceclients@iro.fr
- www.iroparis.com
2.3
Poor
108 reviews
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Reply from IRO
Chère Maria,
Thank you very much for your kind feedback !
We are delighted to hear that you were satisfied with our responsiveness and fast service. Your support is truly appreciated.
Kind regards,
IRO Team
Hugely Disappointing
One of the worst experiences I ever faced with online shopping. One would think an established brand like IRO would be above this, but unfortunately, once you make a purchase, they couldn't care less about what happens to your shipment. Negligent customer service, wrong order numbers, tracking mistakes, late responses, late processing, no follow ups, honestly I have never seen such a careless approach to consistent issues. I would much rather spend my time on the countless other brands out there with great quality and great customer service who respect their customers.
3 April 2026
Unprompted review
Reply from IRO
Dear Lina,
Thank you for taking the time to share your feedback. We are truly sorry to read about your experience, which clearly doesn't reflect the level of service we strive to provide at IRO Paris.
We sincerely regret the issues you encountered with your order, including the confusion around tracking, delays, and the lack of follow-up.
We understand how frustrating this must have been, especially when expectations are set by a brand you trust.
Please be assured that your feedback is taken very seriously and has been shared with our teams to review and improve our processes, particularly regarding order handling and customer communication.
Kind regards,
IRO Team
Unresponsive and unhelpful support
I recently contacted IRO Paris regarding a leather jacket I was very interested in purchasing. I had been searching for this particular style for quite some time and wanted to confirm whether it was the exact model I was looking for (possibly from a previous collection, but I still don't know...).
Given the high price of the jacket, I expected a professional, attentive, and responsive customer service experience. Unfortunately, that was not the case.
My questions were only partially answered, and some responses were unclear. I had to follow up multiple times to get basic information, which was quite frustrating. Most disappointing was the final reply - it was just a very short, one-sentence response that didn’t address my questions in any meaningful way. It came across as dismissive rather than helpful.
When you are considering a significant purchase, you expect a level of service that matches the price and brand image. Sadly, this experience did not meet those expectations.
20 March 2026
Unprompted review
Reply from IRO
Dear Gabrielle,
Thank you for taking the time to share your experience. We are truly sorry to hear that your interaction with our team didn't meet your expectations.
At IRO Paris, we strive to provide attentive, precise, and responsive service, especially when it comes to pieces as meaningful as our leather jacket.
We sincerely regret that your questions were not fully addressed and that you felt the communication lacked clarity and care. This is not the level of service we aim to deliver.
Please be assured that your feedback has been shared internally so we can improve both the quality and consistency of your customer support.
We woul greatly appreciate the opportunity to assist you properly.
Kind regards,
The IRO Team
Exceptional customer service
I love IRO. Great quality, stylish products. I have had a few items of clothing for many years. There were items in my last order that I had to returned (I ordered wrong sizes). There were delays and issues with the post office but IRO’s customer service has been very helpful, supportive and responsive. I obtained a full refund for the returned items. Very pleasant experience with a very professional and efficient client support over emails. I will buy again from IRO and would definitely recommend their products.
6 March 2026
Unprompted review
Reply from IRO
Dear Annabelle,
Thank you so much for your kind words and for taking the time to share your experience.
We are delighted to hear that you enjoy the quality and style of our pieces and that some of them have been part your wardrobe for many years.
We're also glad that our customer service team was able to assist you and resolve the return situation. Providing responsive and supportive service is very important to us, so your feedback truly means to us.
Thank you again for your trust and recommandation. We look forward to welcoming you back to IRO Paris very soon.
Sincerely,
The IRO Team
Never responding and never issuing the refund.
They merged my request after I sent three separate emails regarding my refund issue. However, after doing so, they continued to ignore all of my follow-up questions. I truly cannot understand why a brand would treat its customers this way. I have never encountered a situation like this before, it is honestly unbelievable.
The website clearly states that refunds will be processed within 14 business days after receiving the returned item, yet this has not happened, and it has now been over 20 business days. Their email responses also stated that I would receive a reply within 48 hours, which likewise did not happen.
27 February 2026
Unprompted review
Reply from IRO
Dear Xin,
We are very sorry to read about your experience and truly understand your frustration.
This is certainly not the level of service we aim to provide to our customers.
While delays can occasionally occur, especially during busy periods, this should never result in a lack of communication or follow-up. We sincerely apologize for the inconvenience and for the delay in responding to your messages.
Please rest assured that we would like to look into this matter and resolve it for you as quickly as possible. We kindly invite you to reply to one of our previous emails or contact us again via our customer service with your order number so that our team can review your case in priority.
Thank you for bringing this to our attention, and we hope to resolve this situation for you very soon.
Kind regards,
The IRO Team
Very clear and fast response of Iro's…
Very clear and fast response of Iro's customer service team - incl solution.
3 February 2026
Unprompted review
Reply from IRO
Dear Els,
Thank you very much for your kind feedback.
We are delighted to hear that you were satisfied with the clarity and promptness of our response, as well as with the solution provided. Delivering a seamless and attentive service is very important to us, and your comment is truly appreciated.
Should you need any further assistance, our Customer Care team remains at your disposal.
Kind regards,
IRO Team
I ordered a expensive top on 27 dec 25
I ordered a expensive top on 27 dec 25. The payment was very fast, but it is still not shipped. I send them an email twice… no answers… IRO is a brand with a good reputation, but if I see here all the complaints I am wrong… what a desception!
27 December 2025
Unprompted review
Reply from IRO
Dear Ruby,
We are truly sorry for your experience and for the lack of communication, which does not reflect the level of service we aim to provide.
Unfortunately, your order had to be cancelled due to an unexpected stock shortage. We understand how disappointing this must be, especially after your payment was processed, and we sincerely apologize for the inconvenience caused.
Please be assured that a full refund has been issued.
We would be grateful for the opportunity to assist you further. Please feel free to contact us directly at serviceclients@iro.fr so we can personally follow up on your case.
Kind regards,
IRO Team
Absolute fraudulent practice at IRO
IRO is a brand that I regarded a lot, however after my last experience I will never buy there again - and based on reviews that can be found here, it seems to be a recurring issue. Bought an item in their archive sales - it arrived and didn’t look at all like the pictures. Proceeded with return (which you have to pay for, and in my case it cost 1/3 of the purchase price of the item itself - they have a shop in London, but won’t let me return it there - have to ship it to France instead). They don’t let you fill out a return form online like other companies do, nor do they provide a return label (I guess to limit tracking options, and to make parcels disappear more easily). Didn’t hear from them for 1 month, and when I reached out I was basically told no tracking number -> no refund. After I chased 5 times they finally “checked” the warehouse and “couldn’t find anything”, so they won’t refund me and claim it might be stuck at customs, “which would also be my responsibility”. Selling items not conform to pictures is already a legal issue by itself, so not refunding customers - we don’t even need to talk about it. I advice everyone to refrain from buying from them - not a single apology, customer support keeps pointing fingers at me for “no tracking, no refund”. Good way to steel money from people. Never happened to me with any other brand before, who also don’t ask for tracking numbers and magically always receive the items. I guess IRO doesn’t provide their own tracking labels on purpose for this to be common practice more easily.
5 December 2025
Unprompted review
Reply from IRO
Dear Lea,
We are sorry to hear about your experience and understand your frustration.
For our archive sales, return shipping is the responsibility of the customer, and we do not provide return labels. Customers are responsible for shipping the item back and retaining a tracking number in order to follow the parcel. This policy is communicated prior to purchase and applies to all archive sale items.
We understand that this process can be inconvenient and remain available to assist customers directly with any questions regarding their returns.
Kind regards,
IRO Team
I purchased a skirt from them on…
I purchased a skirt from them on November, 20th. It’s December, the 3rd, I haven’t received anything and the customer service won’t respond.
It’s one of the most disappointing experiences shopping online I’ve ever had, since I bought this item to wear on a birthday party November, 29th. But 9 days is not enough for IRO to deliver an item as it turns out.
Wouldn’t recommend buying from them.
20 November 2025
Unprompted review
Reply from IRO
Hello,
We are sorry to hear about your disappointment and understand your frustration.
After reviewing your order, we can confirm that the parcel was delivered to a pickup point on December 3rd.
If this is not the case, please do not hesitate to contact us again so that we can further investigate and assist you.
Kind regards,
IRO Team
Avoid IRO at all costs
Waiting 5+ weeks for a refund for a non-existent stock in the first place. This is a clear instance of a fraudulent sale.
23 November 2025
Unprompted review
Reply from IRO
Hello,
Thank you for sharing your experience. We fully understand your frustration and sincerely apologize for the delay in processing your refund. This is not the level of service we aim to provide, and we take your comments very seriously.
In order to resolve this situation quickly, please send us your order number and full contact details to serviceclients@iro.fr so that we can process your refund immediately.
Your loyalty and trust are important to us, and we hope to rectify this situation and regain your confidence.
Kind regards,
The IRO team
Shipment of an incomplete productly purchased
I recently purchased a bag during your sale and was disappointed to receive it incomplete, missing the shoulder strap. After contacting IRO, I was informed that the strap is unavailable because the item was on sale.
Selling incomplete products, regardless of whether they are discounted, is unacceptable and does not align with standard consumer rights. I kindly request that IRO provide a suitable solution, such as sending the missing strap or offering appropriate compensation. I'm still waiting for the answer!
24 October 2025
Unprompted review
Reply from IRO
Dear Teresa,
Thank you for sharing your experience. We fully understand your frustration and sincerely apologize for the missing shoulder strap. This is not the level of service we wish to provide, and we take your comments very seriously.
For your information, we responded to your request on November 18. Please do not hesitate to contact customer service again if you have any questions.
Your loyalty and trust are important to us, and we hope to regain your confidence.
Best regards,
The IRO team
I send my order back to iro and i pay…
I send my order back to iro and i pay the return fee by my self. The package was never received from iro because no body is here to collect it. This is very bad, never happened to me with any other online store. The costumer service don’t have phone or mail and when I try to contact them via the website they don’t answer.
Im very disappointed, I will never buy any thing again from iro. And I don’t recommend to do this to anyone.
29 October 2025
Unprompted review
Reply from IRO
Hello,
Thank you for sharing your experience. We fully understand your frustration and sincerely apologize for this situation.
In order to resolve this situation quickly, we have just contacted you.
Your loyalty and trust are important to us, and we hope to rectify this situation and regain your trust.
Sincerely,
The IRO team
Never received my order
Placed an order and it was never sent. Contacted the customer service multiple times but no reaction. They still have my money. Never ever order here!
23 July 2025
Unprompted review
Reply from IRO
Hello Susanne,
We are truly sorry to read about your experience. This is of course not the level of service we want to provide.
Please rest assured that your situation is not being overlooked. Could you kindly share your order details with us at serviceclients@iro.fr so that we can look into it immediately and resolve this matter as quickly as possible ?
Your feedback is very valuable to us and helps us improve both our customer service and our processes. We sincerely apologize for the inconvenience caused and hope to have the opportunity to regain your trust.
The IRO Team
Customers service doesn’t really exist
Customers service doesn’t really exist. Impossible to contact them. I am waiting already 2 weeks for my order
30 July 2025
Unprompted review
Reply from IRO
Dear Karolina,
We have read your feedback carefully and take it very seriously. We are sincerely sorry for this experience.
Your comments have enabled us to take a step back from the way we operate. We are aware that some experiences have not lived up to your expectations, particularly in terms of customer service or follow-up. This does not reflect the high standards we set for our brand.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO Team
The worst
The worst. You can spend 2000 euros and then they don’t send you most of your stuff and the stuff they send is not what you bought.
3 February 2025
Unprompted review
Reply from IRO
Dear,
We have read your feedback carefully and take it very seriously.
Your comment has enabled us to take a step back from the way we operate. We are aware that this experience has not lived up to your expectations, particularly in terms of customer service or follow-up. This does not reflect the high standards we set for our brand.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction. Please do not hesitate to come back to us so that we can respond in more detail to your request. We are always ready to listen.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
Parcel stuck in customs with customer…
Parcel stuck in customs with customer service not responding:
I played an order on 8th of June online. As other reviewers have said, it was never confirmed but I received a UPS notification it was dispatched. On the 13th UPS asked me for details such as VAT number, account etc. for clearing customs. Duties and taxes are paid by IRO so customer should not have to deal with this.
They were so unhelpful, they gave me the details to provide to UPS instead of doing ir themselves putting me in the middle.
UPS emailed back to say who will pay the charges!! I have no idea! IRO? They say they have reached out to IRO to no avail. I don’t have my parcel and now in the position of mediating between IRO and UPS… what incompetence. Other EU companies deliver without a hiccup. I ordered from a spanish much smaller retailer and got my order literally in 2 days … sort it out IRO!!
20 June 2025
Unprompted review
Reply from IRO
Dear Negar,
We have read your feedback carefully and take it very seriously. We are sincerely sorry for this experience.
We are aware that some experiences have not lived up to your expectations, particularly in terms of customer service or tracking. Customs fees are indeed our responsibility when it comes to UK orders, and we are very sorry that these fees were such a problem. Your comments have enabled us to take a step back from the way we operate. It doesn't reflect the high standards we set for our brand.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
The worst customer service ever
The worst customer service I've ever seen: I put an order several days ago on their website, the payment went through. However, I've never received any confirmation by email. I reached out several times on their website using their communication channels: chats, phone line, submitting a written request. So far apart from the payment which they were quick to process, everything else leaves to be desired. There's no tracking, no one answers. I'm shocked.
16 May 2025
Unprompted review
Reply from IRO
Dear Maria,
We have read your feedback carefully and take it very seriously. We are sincerely sorry for this experience.
Your comments have enabled us to take a step back from the way we operate. We are aware that some experiences have not lived up to your expectations, particularly in terms of customer service or follow-up. This does not reflect the high standards we set for our brand.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
Terrible online shopping experience — avoid ordering directly from IRO
I made a large online order with IRO which was supposed to arrive in 4 parcels within 2–3 business days. After 5 days, I had received no updates, no track & trace info, and no confirmation email. I had to proactively contact customer service, who then provided three incorrect tracking links — for packages that had already been delivered in the US, while I live in Amsterdam.
Eventually, only three out of four parcels arrived. Because of this chaotic process, I ended up ordering the missing pieces from a different retailer who also carries IRO. I only kept one item from the original order and returned the rest.
The return process was a nightmare. There was no clear status overview online, no transparency, and very slow communication. Then came the most shocking part: they claimed they couldn't accept my return of a belt because I had allegedly removed the label — which I absolutely did not do.
They sent the belt back to me, and now it is damaged — something I never caused.
This experience has been beyond frustrating: poor logistics, inaccurate support, a broken returns process, and unfair accusations. I strongly advise against shopping directly on IRO’s website. Stick to trusted retailers that offer reliable service and transparent handling.
15 May 2025
Unprompted review
Reply from IRO
Dear Laurence,
Thank you for taking the time to provide us with such detailed feedback. We sincerely regret the frustrating experience you had with your order and the returns process.
Whether it was the delivery delays, the incorrect tracking information or the miscommunication regarding your return, we understand how disappointing and exhausting this must have been - and we're sincerely sorry it turned out this way.
It does not reflect the standards we strive to uphold.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
same negative experience
I have been a customer of IRO for many years. Usually I shopped in the London store and the staff were great. For the past 5 months I ordered online form iroparis. this experience has been far from positive. I placed many orders, which went smoothly. One on occasion I had to return a sweatshirt, and reorder it in a different size. I have been waiting for a refund for the past 2 months. I contacted their service client about 5 times, no one bothered to reply, and my money still hasn't been refunded. It's a shame
10 February 2025
Unprompted review
Reply from IRO
Dear Flaminia,
We have read your feedback carefully and take it very seriously. We are sincerely sorry for this experience.
Your comments have enabled us to take a step back from the way we operate. We are aware that some experiences have not lived up to your expectations, particularly in terms of customer service or follow-up. This does not reflect the high standards we set for our brand.
We have embarked on an in-depth process to improve our services, strengthen our teams and offer you a better experience. This process is ongoing, and your feedback has been essential in enabling us to move in the right direction.
Thank you for taking the time to share your experience - we're listening, and moving forward with you.
IRO
Waiting for my refund since November 2024
I bought a belt a the Iro shop in Paris and after payment the sales assistant noticed that the belt was more expensive than the price the told me.
Because it took a long time to find the price I just asked to refund me. Because this apparently was also too complicated the gave me a voucher that I could use in the whole of Europe…This was a lie!!! I wanted to use in Brussels and it didn’t work.
So after a lot of mails I was promised a refund, but today January 25 2025 I didn’t receive anything and no answers to my emails.
So disappointed!!!!!
2 November 2024
Unprompted review
Reply from IRO
Dear Soon ae Felix,
Thank you for your feedback.
Your feedback has made us aware of the areas where we need to make progress. For several months now, we have been taking concrete action:
A new customer service team, more responsive and better trained to support you.
A complete overhaul of our logistics and returns processes.
Improved transparency and tracking of your orders.
This is just the beginning, but our determination is clear: to regain your trust and put customer satisfaction back at the heart of our approach.
Thank you for allowing us to challenge ourselves - we're listening to you, and we're moving forward thanks to you.
IRO
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