If you have any questions, we will be happy to help you at info@theiqcollection.com
CHANGES
GENERAL INFORMATION
If you make your purchase online, you can request a single size or garment exchange within 14 days from the delivery date of your order. This will be free in Spain (Peninsula).
You can also request your exchange from insular Spain and Europe, in this case with a shipping cost that will be calculated according to your location and will be reflected on the platform when you request your exchange.
If you wish to purchase another garment or item of a lower amount, 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 amount, you can pay the difference with your payment card through the link we will send you.
When making a mixed exchange and return transaction, the refund will be made in a gift card or store credit.
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 have made an online purchase, you can return it in the same way, through our exchange and returns portal, or you can return it in person at our physical points of sale located at C/ Jorge Manrique 11, CP 28006 Madrid, and C/ Lagasca 69, CP 28001 Madrid (To make returns at our points of sale, it must be in person. Returns arriving by postal mail at these addresses will not be accepted).
The refund will be made using the same payment method you used for your purchase, or via a store credit to be used online or at the aforementioned point of sale*.
*For garments purchased in our Archive sale, only online returns will be accepted.
*The store credit cannot be used for items from The IQ Home Collection. It will only be valid for garments and accessories from The IQ Collection.
The customer has 14 calendar days from the receipt of the order to request a return. This date will be the one stated on the delivery note.
When making a mixed exchange and return transaction, the refund will be issued as a gift card or store credit.
HOW TO PROCEED?
Access the following link to request your return online:
ACCESS THE EXCHANGE AND RETURNS PORTAL
In Spain (Peninsula), the return cost will be 6 euros.
Once the return is initiated, the order must be dropped off at the Post Office within a maximum of 4 days.
Please note that for each item to be returned from your order, an additional charge of €1 will be generated. If, after processing a return 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 incur a return cost with an additional charge. All of this will be reflected at the time of processing on our exchange and returns platform.
You can also manage your return from anywhere in the world. You can check the cost of the return from your country when you are processing it. This amount will be deducted from the refund to be made.
Remember that items are your responsibility until the package is delivered to our courier. We are not responsible for receiving packages outside of office hours.
Once the garment is received in our warehouse, and after its approval, you will receive your refund in the same payment method*. The estimated period 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 tags. We will not accept exchanges or returns for garments that do not meet these conditions or that show signs of any type of manipulation or misuse, such as dirt or general damage. In such cases, the garment(s) will be sent back to the customer without a refund.
We are committed to providing a satisfactory shopping experience, which is why we accept returns within the established period and under the conditions detailed above.
However, to prevent misuse of the return system, we reserve the right to monitor accounts that show a pattern of recurring returns.
If we identify behavior that could be considered fraudulent or contrary to a 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 fair shopping environment for all parties.
* Items from our GOYA, COSMOS, COSMOSII, OLEO, and ARCHIVE SALES collections, purchased online, are not eligible for a monetary refund. You may only request a size or item exchange, or a store credit to use the amount online again.
*Items from our GOYA, COSMOS, COSMOS II, and OLEO collections, purchased at our retail locations at C/Jorge Manrique 11, Madrid, and C/ Lagasca 69, Madrid, are not eligible for exchanges or returns.
*Items purchased at our physical retail location at C/Jorge Manrique 11, Madrid, are not eligible for a monetary refund. You may only request a size exchange or another item of equal or greater value within 14 calendar days*. If you request a return and refund, it will be issued as store credit to be used again at our retail location or online store. This card cannot be redeemed for The IQ HOME products or 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
CAMBIOS Y DEVOLUCIONES IQ COLLECTION MÉXICO
CAMBIOS Y DEVOLUCIONES
En The IQ Collection México queremos que estés satisfecha con tu compra. Para las compras realizadas en nuestra tienda física en México, dispones de 14 días naturales a partir de la fecha de compra para solicitar voluntariamente un cambio o devolución.
Para poder realizar cualquier cambio o devolución voluntaria, la prenda o artículo deberá encontrarse sin usar, sin lavar, sin alterar, en perfecto estado, con todas sus etiquetas originales y presentando el comprobante de compra.
CAMBIOS
Podrás cambiar tu compra por cualquier otra prenda o artículo disponible en nuestra tienda de México.
- Si el nuevo artículo tiene un importe superior, podrás abonar la diferencia en tienda.
- Si el nuevo artículo tiene un importe inferior, la diferencia se emitirá en una Gift Card The IQ Collection México para utilizar en futuras compras.
- En caso de realizar una operación mixta de cambio y devolución, cualquier importe a favor de la clienta derivado de una devolución voluntaria se emitirá mediante Gift Card o crédito en tienda.
Los cambios estarán siempre sujetos a disponibilidad de producto, talla y color.
DEVOLUCIONES VOLUNTARIAS
Las devoluciones voluntarias de artículos que no presenten defectos, realizadas dentro del plazo de 14 días naturales, se reembolsarán mediante una Gift Card The IQ Collection México por el importe correspondiente a los artículos devueltos.
La Gift Card podrá utilizarse en futuras compras realizadas en nuestra tienda de México y estará sujeta a sus condiciones de uso.
Esta modalidad de devolución mediante Gift Card se refiere exclusivamente a cambios de opinión o devoluciones voluntarias y no limita los derechos que correspondan a la consumidora en caso de productos defectuosos, incorrectos o que no cumplan con las características ofrecidas.
COMPRAS REALIZADAS ONLINE
Las compras realizadas a través de la página web de The IQ Collection no podrán cambiarse ni devolverse directamente en la tienda física de México.
Las solicitudes correspondientes a compras online deberán tramitarse a través de los canales y conforme al procedimiento establecido en las Condiciones de Cambios y Devoluciones de la tienda online, sin perjuicio de los derechos que correspondan a la consumidora conforme a la legislación mexicana aplicable.
PRODUCTOS DEFECTUOSOS, INCORRECTOS O NO CONFORMES
Los artículos que presenten defectos, que sean distintos de los adquiridos o que no correspondan a la calidad, características o especificaciones bajo las cuales fueron ofrecidos no estarán sujetos a las condiciones de devolución voluntaria anteriores.
Estos casos se gestionarán de conformidad con la Ley Federal de Protección al Consumidor, incluyendo lo dispuesto en sus artículos 92 y siguientes.
Cuando legalmente corresponda, la consumidora podrá optar por la reposición del producto o la devolución de la cantidad pagada, además de la bonificación o compensación que resulte aplicable conforme a la legislación vigente.
Cuando proceda la devolución de la cantidad pagada, ésta se realizará utilizando la misma forma de pago empleada en la compra, salvo que la consumidora acepte expresamente otra forma de devolución en el momento de realizarse.
CONDICIONES GENERALES
No se aceptarán cambios o devoluciones voluntarias de artículos:
- Usados, lavados, alterados o dañados por la clienta.
- Sin sus etiquetas originales.
- Sin comprobante de compra.
- Que, por razones de higiene, no sean susceptibles de devolución, cuando corresponda.
Estas limitaciones se aplican únicamente a los cambios y devoluciones voluntarios y no podrán restringir los derechos legalmente reconocidos a la consumidora cuando exista un defecto, incumplimiento o falta de conformidad imputable al proveedor.
INFORMACIÓN A LA CLIENTA
Las presentes condiciones de cambios y devoluciones deberán estar disponibles de forma clara y visible para la clienta antes de finalizar la compra, especialmente en lo relativo al plazo de 14 días y a que las devoluciones voluntarias se realizan mediante Gift Card The IQ Collection México y no mediante reembolso económico.
La realización de una compra en tienda supone que la clienta ha tenido la posibilidad de consultar previamente estas condiciones, sin que ello implique renuncia alguna a los derechos que le reconoce la legislación mexicana.
Cualquier otra cosa no dudes en decirmelo.
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.
POINT OF SALE C/LAGASCA 69 MADRID
Items purchased at our physical store at C/Lagasca 69, Madrid, are not eligible for a monetary refund. You may only request an exchange for a different size or another item of equal or greater value within 14* calendar days. If you request a return and refund, it will be issued as a store credit to be used again at our physical store or online store. This store credit cannot be redeemed for The IQ HOME products or on their website.
Items from our COSMOS collection, a collaboration with designer Roberto Diz, purchased at our store at C/Lagasca 69, Madrid, are not eligible for exchanges or returns.
