Refund policy

EXCHANGES
If you make your purchase online, you may request one free size or item exchange through our online exchange and returns platform, or in person at our physical store located at C/ Jorge Manrique 11, CP 28006, Madrid.

If you wish to acquire another garment or item of a lower price, the difference will be refunded to you in the form of a store credit card, which you can use on our website or at the mentioned physical store*, with no expiration date. If, on the other hand, the new garment or item you choose has a higher price, you can pay the difference with your payment card.

*Exchanges cannot be made for items from The IQ Home Collection, and you also cannot use your store credit card for these products. It is only valid for garments and accessories from The IQ Collection.

If you process your exchange online, you cannot add more items to the new order—only one item can be requested to proceed with the exchange.

Click the following link to request your exchange:

ACCESS THE EXCHANGE AND RETURNS PORTAL

You can take the package yourself to your nearest post office.

When the garment arrives at our facilities and is inspected by our warehouse team, we will generate a new order with the new size or item requested and send it to you as soon as possible.

Size exchanges or exchanges for another item can only be made within mainland Spain.

You will have 14 days from the receipt of your order to request a size exchange.

  • Garments from our COSMOS and COSMOS II collections in collaboration with designer Roberto Diz, purchased online, are not eligible for monetary refunds. You may only request a size or item exchange, or a store credit to reuse the amount online. You have 14 calendar days to make a return or exchange for this collection.

  • Garments from our COSMOS and COSMOS II collections in collaboration with designer Roberto Diz, purchased at our physical store located at C/ Jorge Manrique 11, Madrid, are not eligible for exchanges or returns.

For further assistance with this process, please contact our customer service team at info@theiqcollection.com and we will guide you through the steps.

RETURNS
If you made an online purchase, you can process your return the same way—through our exchange and returns portal—or in person at our physical store located at C/ Jorge Manrique 11, CP 28006, Madrid. (Returns at this address must be done in person. Returns sent by post to this address will not be accepted.)

The refund will be made using the same payment method you used for your purchase or via store credit, which you can use online or at the mentioned physical store*.

*The store credit cannot be used on The IQ Home Collection items. It is only valid for garments and accessories from The IQ Collection.

Customers have 14 calendar days for a monetary refund* from the date of receipt of the garment. This date will appear on the delivery note. For online returns, shipping costs will be borne by the customer.

You can take the package yourself to your nearest post office.

Click the following link to request your online return:

ACCESS THE EXCHANGE AND RETURNS PORTAL

In Spain, the return cost is €5. You can also process your international return. You can check the cost for your country during the return process. This amount will be deducted from the refund.

  • Items from the "EXCLUSIVE SALE" section of our website are not eligible for monetary refunds. You may request a size or item exchange or receive store credit.

  • Garments from our COSMOS collection in collaboration with designer Roberto Diz, purchased online, are not eligible for monetary refunds. You may only request a size or item exchange or a store credit to reuse the amount online. You have 14 calendar days to make a return or exchange for this collection.

  • Garments from our COSMOS collection in collaboration with designer Roberto Diz, purchased at our physical store located at C/ Jorge Manrique 11, Madrid, are not eligible for exchanges or returns.

  • Garments purchased in our physical store at C/ Jorge Manrique 11, Madrid, are not eligible for monetary refunds. You may only request a size exchange or another garment of equal or greater value within 14* calendar days. If a return with refund is requested, it will be issued as store credit to be used again in our physical store or online shop. This store credit cannot be redeemed for The IQ HOME products or on their website.

Please remember that items are under your responsibility until the package is delivered to our courier. We are not responsible for packages received outside office hours. The item must be in its original condition and packaging, with all accessories and tags. Exchanges or returns will not be accepted for garments that do not meet these conditions or have been worn. Once the garment is received in our warehouse and approved, you will receive your refund in the same payment method*. The estimated processing time is 10 to 15 business days, depending on the receiving bank. For any questions, we will be happy to help at info@theiqcollection.com.

For returns made after 14 days and up to 30 days from receipt of the garment, you may request a coupon for the value of the returned items. IQ COLLECTION reserves the right to reject returns sent after the deadline or garments not in their original condition. In such cases, the products will be returned to the sender with postage due and no refund issued.

If a garment has any defect or flaw, you must report it via email at info@theiqcollection.com within 24/48h from receipt of the order. After verification, we will arrange to collect the item and send a replacement of the same or similar conditions. If no stock is available for replacement, the order will be refunded in full.

You may also exercise your right of withdrawal by requesting the standardized model from IQ COLLECTION at info@theiqcollection.com.