SHOPPING GUIDE
Where can I find the 'Cosmos' collection in collaboration with designer Roberto Diz?
You can find our exclusive Cosmos collection in our online store.
At our physical point of sale located at c/ Jorge Manrique 11, Madrid. 28006 (Monday to Friday from 10am to 8pm and Saturdays 10am to 3pm)
And at the ROBERTO DIZ physical point of sale, c/ Rosario 4, Sevilla 41001. (Monday to Friday from 10am to 2pm and from 5pm to 8:30pm)
If I purchase a garment from the 'Cosmos' collection online, can I return or exchange it?
This collection does not allow financial returns but you can request a change of size, garment or request a purchase card.
For more information we recommend reading our exchange and returns policy.
If I purchase a garment from the 'Cosmos' collection at the physical point of sale, can I return or exchange it?
Our Cosmos collection purchased at our physical point of sale at c/ Jorge Manrique 11 in Madrid does not accept changes or returns.
Can an online purchase be returned to the store and vice versa?
Currently it is not possible. Online purchases must be returned to our online platform and in-store purchases will be returned to the point of sale where they were purchased.
How do I make sure I have made my purchase correctly?
Once the purchase is made, you will receive a confirmation email to your email. If you do not receive it, check that you have entered your email correctly and be sure to check your spam folder. If you have any questions please contact our customer service team at info@theiqcollection.com and we will be happy to help you.
What happens if I am not at home at the time of delivery?
If you are not at your home at the time of delivery, the courier will send you a notification to your mobile phone, so you can choose whether you prefer to have them make a second delivery attempt or deposit it at a collection point so you can pick it up there.
What happens if I enter my address incorrectly?
If you have made a mistake in the delivery address, we recommend that you contact the Customer Service Department as soon as possible through info@theiqcollection.com
Customer service hours are Monday to Friday from 8 a.m. to 3 p.m.
What do I do if I have not received my order within the corresponding deadline?
Please contact our customer service team at info@theiqcollection.com and we will inform you of the status of your order.
ORDERS
We will send you an email when your order leaves our warehouse with the tracking number of the transport company (SEUR) so that you can track your order at all times.
If you receive a defective garment, please contact our customer service team at info@theiqcollection.com and we will help you handle it. You have 2 days from receipt of the order to report the defect/defect of the product.
You have 14 days from receipt of the order to return your order.
To make your return you can request a scheduled pickup or drop it off at your nearest post office.
You can manage both processes through the following link:
ACCESS OUR EXCHANGES AND RETURNS PANEL
In Spain, the cost of collection is 6 euros and if you manage it by taking your return to your nearest post office, the cost will be 5 euros. We also do international pickups. For other countries you can check the shipping cost when you are completing the process. This amount will be deducted from the refund.
Once we receive the order and verify that its condition is correct, we will proceed to refund your order. The refund may take a maximum of 14 days and will be made in the same payment method as the purchase.
You can only request a size change or a store credit to enjoy that amount again in our online store.
*Garments purchased in our showroom at the physical point of sale C/Jorge Manrique 11, Madrid, do not accept financial returns. A size change or another garment of equal or greater value may only be requested within a period of 14 calendar days.
If you request a return and refund, it will be in a store coupon to be able to enjoy it again in our showroom. This coupon cannot be redeemed for The IQ HOME products.
You can request a size change or another item. Changes will only be made in the peninsula, Spain. The first change will be free. To request it you can do so through the following link:
ACCESS THE EXCHANGES AND RETURNS PORTAL
The exchange process consists of two parts, first we receive the garment to be returned in our warehouses and after our warehouse team notifies us of this, we give an order to prepare the new size or new item requested and this new order, you will receive it in the following days.
If you need help, please contact our customer service team at info@theiqcollection.com and we will help you manage it.
You can enter the coupon/promotional voucher before confirming the order and making the payment. A box will appear with the word: "discount code" where you have to enter it. Once entered, press apply and the corresponding amount will be subtracted from your order. Only one promotional code can be used for each purchase and the coupons must be redeemed in a single use, that is, they cannot be split up to apply them to several purchases.
For any issues regarding your order, please contact our customer service team at info@theiqcollection.com
Customer service hours are Monday to Friday from 8 a.m. to 3 p.m.
SHIPPING AND DELIVERY
Orders are prepared every business day from Monday to Friday from 6:00 a.m. to 1:30 p.m. Delivery time varies depending on the destination, to check delivery times click here.
We have free shipping from €160. For orders less than this amount, shipping costs corresponding to the destination will be charged. To check shipping costs click here.
Yeah! We ship to the Canary Islands. Do not forget to add your identity number when you place the order.
We ship to the whole world except Russia.
PAYMENTS
The accepted payment methods are: Credit card (Visa, Mastercard, Maestro, American Express), Apple Pay, Google Pay, Shop Pay and Klarna.
Once your order is confirmed, you will receive an email that will include the invoice in PDF format. You can check your invoice from the "My orders" section through your customer space.
PRODUCT
The sizing varies depending on our models, in most cases our clients wear their usual size. In any case, within each product sheet, you will find a specific guide for each product with its corresponding dimensions.
At the moment we do not have that service available.
When a product appears in pre-order, it is because the production process has not yet finished, but it is already on sale. Pre-order products will be sent as soon as there is stock. The estimated shipping date is specified on the product page. If you purchase additional products that are already in stock, your entire order will ship at the same time.
In most cases we do not replace out-of-stock items. If the size you are looking for is no longer available, you can enter your email address on the product page to be notified if it is back in stock.
On each product sheet, we indicate the care of each garment. If you have any specific questions you can always contact our customer service team at info@theiqcollection.com