Frequently Asked Questions

What is Eiro?

Eiro is an independent, multi-brand concept store bringing together emerging designers from Asia, New York, and around the world. We curate clothing, jewelry, and accessories with a focus on individuality and discovering designers you’ll want to know.

How do you source your pieces?

We research each brand and intentionally select the pieces we carry, considering their design, quality, and perspective. Our collection brings together different creative voices, with each designer offering something distinct.

Do you work directly with the brands?

Yes. We work directly with our designers and brands to source our collection. These relationships help us understand the pieces we carry and connect you with the people behind them.

Are your products dropshipped?

No. Nothing at Eiro is dropshipped. We source our collection directly and handle the shopping experience with care, from helping you choose a piece to preparing your order.

Where can I shop in person?

Visit us at 154 Orchard Street, New York to explore the collection and try pieces on. Check our Visit Us page for current opening hours.

How do I choose the right size?

Sizing can vary between designers. Please refer to the measurements and fit notes on the individual product page rather than relying only on your usual size. If you’re unsure, contact us with the item name and your measurements—we’re happy to help.

How long will my order take to ship?

Orders are generally prepared and dispatched within 2–5 days, excluding preorder items. This is our fulfillment time; carrier delivery time begins after dispatch and varies by destination and shipping service.

If we expect your order to ship later than the stated timeframe, we’ll contact you with an updated estimate and the option to accept the delay or cancel for a refund.

How do preorders work?

Preorders let you purchase a piece before it is ready to ship. Please check the product page for its estimated fulfillment timeline, which takes the place of our usual 2–5-day dispatch window.

Do you offer free shipping?

We offer free U.S. shipping on orders of $200 or more. Shipping charges for other orders are shown at checkout.

Can I arrange local pickup?

Local pickup may be arranged by request. Please contact us before visiting so we can confirm the details and when your order will be ready.

What if my order is delayed or hasn’t arrived?

Check any tracking information provided, then contact us with your order number if you need help. We’ll review the shipment and help you understand the next steps.

Can I change or cancel my order?

Please contact us as soon as possible with your order number and the change you’d like to make. We’ll check your order’s status and let you know what’s possible. Changes may not be possible once an order has been dispatched.

What is your exchange policy?

You may request an exchange for store credit within 7 days of receiving your order. If a piece isn’t right for you, please contact us within that window with your order number and the item you’d like to exchange.

Store credit can be used toward a future Eiro purchase. For changes of mind, we offer store credit rather than refunds to the original payment method.

How do I request an exchange?

Use the form on our Contact page and include your order number and the item you’d like to exchange. Please wait for our reply and instructions before sending anything back.

Can I exchange for a different size or item?

Our exchanges are processed as store credit, which you can use toward another size or a different piece. Availability may change, so please contact us if you need help finding an alternative.

What if my item arrives damaged or has a quality issue?

Please contact us as soon as possible with your order number, a description of the issue, and clear photos. We coordinate returns for items with quality issues and will review your case to determine the appropriate next steps. Please wait for our reply before returning the item.

Will sold-out pieces be restocked?

Restocks depend on the designer and the availability of the piece. Contact us with the item name, color, and size you’re looking for, and we’ll let you know whether we have any updates.

How should I care for my pieces?

Follow the care label and any instructions provided by the designer. Materials and construction vary across brands, so care requirements may differ from piece to piece. If you’re unsure, reach out before washing or cleaning.

How can I contact Eiro?

Use the form on our Contact page or email eiroconcept@gmail.com. For order-related questions, please include your order number so we can help you more easily.