Frequently Asked Questions
Here you can find answers to some of our most popular questions.
Online Exchanges + Returns
If you are not 100% satisfied with your purchase for any reason, you may make a return or an exchange within 14 days - from the date of purchase. Any online exchange shipping label costs are on us. Please note, the return fee for a refund is your responsibility
*Please note, items that are marked as FINAL SALE cannot be returned or exchanged, but in some unique cases can be sent back for online store credit.
In the case of an exchange, you will receive a returns label by email.
You will also find a returns form in the "My returns" tab, which you can print out and insert in the parcel.
Within 2 to 3 days of receipt of your parcel, the model(s) requested for exchange will be dispatched by Colissimo.
You will be informed by email of the generation of a new order with a tracking number for the parcel.
Please note Requests for exchanges are limited to one free return. From a second exchange the return will be at your expense.
In the case of a refund, you are responsible for the return postage costs. Your order will be refunded within 10 days of receipt of the parcel using the payment method you chose for the order.
If a return label has been sent to you while a refund request has been made, a fee will be deducted from the total amount of the refund:
For orders shipped within France
10 incl. VAT for parcels over 1kg / €5 incl. VAT for parcels under 1kg
For orders dispatched outside France
the total amount of carriage costs charged will not be reimbursed.
How do I request a return?
- Log in to your account using your email address and personal password.
- Click on the "Order history and details" tab, then search for the order concerned and click on the "Details" button.
- Complete your returns request by selecting the item(s). Please explain the reason for the return and the type of request "exchange" or "refund" in the free field. Once all these fields have been filled in, click on the "Return a product" button.
- Once your returns request has been validated within 24 hours, print out your returns slip and slip it into your parcel. The return address is indicated on it.
- In the case of an exchange request, a returns label will be sent to the email address associated with your customer account within 24 to 48 hours. Please note Please check your spam folder.
- Drop off your parcel at your nearest post office or Colissimo depot.
Please return the parcel to us within 10 days of the return request date.
What if the wrong product was shipped or the product was damaged?
If you have specific questions, please email us at firstname.lastname@example.org.
How long does it take to receive a refund?
We strive to process refunds as quickly as possible, but bare with us, we are a small team. Once we've physically received the product(s) you'd like to return at our warehouse, we will refund your credit card which usually takes between 3-5 business days to settle with your bank/card carrier. You will be notified via email once your refund has been processed by our system.
Shipping + Delivery
How do I track my online order?
Once an order is picked up by the designated carrier, your account will be updated and an email will be sent containing a tracking link.
When will my order be shipped?
Orders are usually processed within 24-48 hours (except on weekends and major holidays). However, we try our best to pack and ship all orders placed Monday - Friday before 12:00pm CET that same day. Please take this into consideration when selecting your shipping method. Our warehouse is closed Saturday and Sunday.
When should I expect my order to arrive?
Shipping estimates are from the time the courier receives your package. Orders are usually processed within 24-48 hours (except weekends and major holidays). All orders made after 12:00pm CET will most likely go out following day. Please take this into consideration when selecting your shipping method.
How do I track my order?
A shipping confirmation with tracking will be sent once the order has been packed and a label has been created. Please allow 24 hours for the tracking URL to update.
If it has been a few days after the order was placed and you have not received tracking, please check your junk mail. If the email is no where to be found please contact email@example.com.
Do we ship internationally?
We sure do. Please note that international orders take significantly longer for delivery and may be subject to import/value-added taxes that are beyond the control of Iron & Resin.
International shipping rates displayed on ironandresin.eu do not include taxes or duties unless otherwise stated in the shipping method. Contact the customs office in your country for information about duties or taxes that may apply to your order. If an order is refused, Iron & Resin is not responsible for the original shipping costs, duties, taxes, or any other charges associated with shipping the package. If an item is returned to us and the buyer has requested a refund we will subtract the the return cost and any other fees associated with the parcel.
My order never arrived. Where is it?
If an order is nowhere to be found please check with your surrounding neighbors and or building manager. If applicable please contact your local delivery agent and confirm the package delivery. Please contact firstname.lastname@example.org if the parcel is not found and has gone missing.
How to request a return?
- Log into your account using your email address and personal password.
- Click on the "history and details of my orders" tab, then find the order concerned and click on the "details" bouton.
- Complete your return request by selecting the item (s). Please explain in the free fiels the reason for the return and the type of request "exchange" or "refund". Once all these fields have been completed, click on the "Return a product" button.
- After validation of your request within 24hours, print your retrun slip ans slip it inside your package. The return address is indicated on the latter.
- As part of an echange request, a return label will be sent to the email address associated with your customer account within 24 to 48 hours.
Important : please check your spam emails carefully.
Drop off your package at the post office or colissimo drop-off point closest to you.
Please return the package to us within 10 days of the return request date.
Ordering + Billing
How do I place an order?
When you see an item you like, click on "add to cart" and continue shopping until you are ready to complete your purchase. Then, click on "cart" to confirm your items. After you have made any changes and updated the quantities as desired, click on "checkout" to finish.
>> Visa >> MasterCard >> Paypal
My online gift card is not working. What do I do?
Unfortunately, our system cannot always accept prepaid gift cards. Please contact us via email (email@example.com) or update the card with your billing address by contacting the company who has issued it.
How do I view my order?
You should have an order confirmation email in your inbox - this would be sent from firstname.lastname@example.org. If you have created an account, you can view your order by logging in your account.
How do I get in contact with the Iron & Resin Customer Service Team?
Customer service hours are Monday - Friday: 10am - 12am and 2pm - 6pm CET.
Please allow up to 24 hours for someone to get back to you.
We can be reached by email here: email@example.com
14 Bis Quai Robinot St Cyr
35000 Rennes France