If you have any questions, we will be happy to help you at our email address info@theiqcollection.com
CHANGES
GENERAL INFORMATION
If you make your purchase online, you can request a single size or item exchange within 14 days of the delivery date of your order. This will be free of charge in Spain (Peninsula).
You can also request your exchange from the Spanish islands and Europe, in this case with a shipping cost that will be calculated according to your location and you will see it reflected on the platform when requesting your exchange.
If you wish to purchase another garment or item of a lower value, the difference will be refunded to you in a gift card*. If, on the other hand, the new garment or item you choose is of a higher value, you can pay the difference with your payment card via the link we will send you.
HOW TO PROCEED?
The exchange process consists of two parts. Once you leave the order to be returned at the post office within a maximum of 4 days, the preparation of the exchange order will begin. Therefore, we suggest that if you need the exchange as soon as possible, you should leave the initial order at the post office as soon as possible for its return.
*Exchanges will not be possible for items from The IQ Home Collection, nor will your gift card be usable for these products. It will only be valid for clothing and accessories from The IQ Collection.
If you make your exchange online, no more items can be added to that new order; only a single item can be requested to proceed with the exchange.
Access the following link to request your change:
ACCESS THE RETURNS AND EXCHANGES PORTAL
You must take the package to your nearest post office yourself.
Once the garment arrives at our facilities and is checked by our warehouse team, we will generate a new order with the new size or new item requested and send it to you as soon as possible.
MORE INFORMATION AND CONTACT
For further assistance with your return process, please contact our customer service team at info@theiqcollection.com and we will guide you through the steps.
* Items from our GOYA, COSMOS, COSMOS II and ARCHIVE SALE 2025 collections, purchased online, are not eligible for a refund. Only a size or item exchange, or a gift card to use online, can be requested.
*Items from our COSMOS and COSMOS II collection in collaboration with designer Roberto Diz, purchased at our store located at C/Jorge Manrique 11, Madrid. No exchanges or returns allowed.
RETURNS
GENERAL INFORMATION
If you made an online purchase, you can return it in the same way, through our returns and exchanges portal, or you can return it in person at our physical store located at C/ Jorge Manrique 11, CP 28006 Madrid. (To make returns at this address, it must be in person. Returns arriving by mail to this address will not be accepted).
The refund will be made using the same payment method you used for your purchase, or as a gift card so you can enjoy it again online or at the aforementioned point of sale*.
*The shopping card cannot be used on items from The IQ Home Collection. It is only valid for clothing and accessories from The IQ Collection.
The customer has 14 calendar days to request a return from the receipt of the order. This date will be the one shown on the delivery slip.
HOW TO PROCEED?
Access the following link to request your online refund:
ACCESS THE RETURNS AND EXCHANGES PORTAL
In Spain (Peninsula), the return cost will be 6 euros. Please note that for each item returned from your order, an additional charge of €1 will be applied. If, after completing the return process for an order, you wish to return another item from the same order, you should be aware that this second transaction, even if it's from the same order, will generate a return cost with an additional charge. All of this will be reflected at the time of processing on our returns and exchanges platform.
You can also manage your return from anywhere in the world. You can check the return cost from your country when you are processing the return. This amount will be deducted from the refund to be made.
Remember that the items are your responsibility until the package is handed over to our courier. We are not responsible for the receipt of packages outside of office hours.
Once the item is received at our warehouse and approved, you will receive your refund in the same payment method*. The estimated time is 10 to 15 business days, depending on the receiving bank.
RETURN CONDITIONS
The item must be in its original condition and packaging, along with all accessories and labels. No exchanges or returns will be accepted for items that do not meet these conditions or show signs of any type of handling or misuse, such as dirt or general damage. In such cases, the item(s) will be returned to the customer without a refund.
We are committed to providing a satisfactory shopping experience, so we accept returns within the established period and under the conditions detailed above.
However, in order to prevent misuse of the returns system, we reserve the right to monitor accounts that exhibit a pattern of recurring returns.
In the event that we identify behaviors that may be considered fraudulent or contrary to the legitimate use of the service, we reserve the right to limit or deny future returns, after analyzing the case.
We appreciate your understanding and cooperation in maintaining a
a fair buying environment for all parties.
* Items from our GOYA, COSMOS, COSMOS II and ARCHIVE SALE 2025 collections, purchased online, are not eligible for a refund. Only a size or item exchange, or a gift card to use online, can be requested.
*Items from our GOYA, COSMOS and COSMOS II collections, purchased at our store located at C/Jorge Manrique 11, Madrid, are not eligible for exchange or return.
*Items purchased at our physical store at C/Jorge Manrique 11, Madrid, are not eligible for a cash refund. Only a size exchange or another item of equal or greater value can be requested within 14 calendar days.* If a refund is requested, it will be issued as a store credit to be used at our physical store or online store. This credit cannot be exchanged for products from The IQ HOME or used on their website.
MY GARMENT HAS A FLAW OR DEFECT
If the garment has any kind of flaw or defect, the time to report it via email to info@theiqcollection.com is a maximum of 48 hours from the time the order is received. After verifying it, we will proceed to collect the garment in question and a new garment of the same or similar conditions will be sent. If we do not have stock of that product for replacement, the order will be fully refunded.
If you need it, remember that you can exercise your right of withdrawal by requesting the model standardized by IQ COLLECTION at the following email address:
info@theiqcollection.com
POINT OF SALE C/JORGE MANRIQUE 11 MADRID
Items purchased at our physical store located at C/Jorge Manrique 11, Madrid, are not eligible for a cash refund. Only a size exchange or another item of equal or higher value can be requested within 14 calendar days*. If a refund is requested, it will be issued as a store credit to be used at our physical store or online store. This credit cannot be redeemed for The IQ HOME products or on their website.
Items from our COSMOS collection, in collaboration with designer Roberto Diz, purchased at our store located at C/Jorge Manrique 11, Madrid, are not eligible for exchange or return.
PUNTO DE VENTA C/LAGASCA 69 MADRID
Las prendas adquiridas en nuestro punto de venta físico en C/Lagasca 69, Madrid, no admiten devolución económica. Únicamente podrá solicitarse un cambio de talla u otra prenda de igual valor o superior en un plazo de 14 días* naturales. En caso de solicitar devolución y reembolso, será en tarjeta de compra para poder disfrutarlo nuevamente en nuestro punto de venta o bien en tienda online. Esta tarjeta no podrá canjearse por productos de The IQ HOME y tampoco en su web
Las prendas de nuestra colección COSMOS en colaboración con el diseñador Roberto Diz, adquiridas en nuestro punto de venta en C/Lagasca 69, Madrid , no admite cambios ni devoluciones.
