CUSTOMER CARE

BENEFITS OF REGISTERING

Create an account for access to exclusive areas and services dedicated to our customers:

Address Book

The Address Book is the section in which you can save your shipping addresses.

By logging in to My Account before concluding your order, you can call up the addresses saved in your Address Book directly in the Shopping Bag, making your purchases even easier.

You can modify your addresses at any time and also choose a primary address, which will automatically appear in your Shopping Bag.

My Orders

In the My Orders section, you can find an archive of the orders made from that account. By clicking on the Order Number, you will be able to see the details of the purchase and the delivery status. From here, you can also access all of the details related to any eventual returns.

Fast Checkout

Saves your credit card details and you won’t have to re-enter them when making purchases. Ioana Ciolacu guarantees the highest security standards when handling your data.

SHOPPING ON IOANA CIOLACU

To make purchases on Ioana Ciolacu you do not need to register however, we suggest you create an account to access exclusive areas and services dedicated to our customers.

Item Search
To easily browse our catalog, select a category from the navigation menu or browse our selections on the homepage. To find something more specific, use our filters or the website search option.

Product Information
On each product page, you will find all available sizes, a description and the composition of the item. Click on the product image to zoom in and see all of the details.

How to Order
1. From the item page, select the desired size of the product
2. Add the product to your Shopping Bag
3. Once you have finished shopping, click on Proceed to Checkout
4. Select a payment method
5. Enter your shipping details and on the following page, your payment details
6. Check that the information you entered is correct and click “Buy Now”.

After a few minutes you will receive a confirmation e-mail with the details of your order. From this moment on our studio will take care of everything and as soon as the order ships we will notify you with another confirmation e-mail.

PAYMENT METHODS

Ioana Ciolacu accepts the following payment methods:

Cash on delivery – for Romania only

Pay with cash when receiving the parcel.

Credit card

Visa/Visa Electron, Mastercard/Maestro (Maestro and Visa Electron: please check with your bank to make sure your card is valid for online purchases). We use www.plationline.ro services for Card payments. The payment will appear on your Bank Statement as ioanaciolacu.com/shop. Payment is only debited from your card at time of dispatch.

Direct Bank Transfer

If your credit card is not accepted for online payments, you can choose to pay with a direct bank transfer. In the Payment Details field, please fill in the code provided next to the item, so we can link your order with the right product.

The payment is confirmed after we verify the information you provided, the order details and the payments confirmation by the bank ( or you can send us a copy of the bank OP at shop@ioanaciolacu.com).

You can choose to pay with a direct bank transfer at:

Account name: SKINDROME

Account number: 4322544362299885

Bank name: ING BANK N.V. AMSTERDAM

IBAN: RO61INGB0000999904403322

BIC/Swift: INGBROBU

First-time orders must also be sent to the cardholder’s billing address or work address. This process is not only for your security but so we can verify your details independently. To ensure that you don’t experience any delays to your order, please make sure all your details are entered correctly.

If you would prefer to place an order by telephone, you can call Customer Care at +40 (0)31 100 50 73 – from Monday to Friday from 10 am to 5 pm +2 GMT, excluding holidays.

RELIABLE DELIVERIES

Please note that not all articles are in stock. This is why it may take up to 14 working days for us to create and dispatch your order. The number of days for shipping will be calculated from the time the order is completed.

ROMANIA

Express Shipping
(Production time 5-10 working days) + Delivery in 1-2 working days
FREE

EUROPE

Express Shipping
(Production time 5-10 working days) + Delivery in 1-3 working days
FREE

WORLDWIDE

Express Shipping
(Production time 5-10 working days) + Delivery in 2-4 working days
EUR 15,00

FAST & EASY RETURNS

You can return any item purchased on our store within 14 days from the delivery date. Here’s how:

1. Make sure the items are in the same condition you received them in, with all tags still attached.
2. Complete the online Return Form within 2 days after receiving the products.
3. Complete the Return Form found in the package and prepare the package for delivery.
4. Contact a courier at your choice to pick up the package. You are responsible for the return shipping cost and you will have to pay for the return shipping cost upfront and at your own expense.

Your return will be accepted within 3 working days from the delivery date at our warehouse. Refunds will be issued only for properly returned items. If your return does not meet the conditions listed, we will not be able to issue the refund and the package will be sent back to you.

Notes:
We cannot accommodate exchanges at this time.
Send your return from the same Country in which you placed your order. We will not be able to accept returns from different Countries.
Send the package to the following address:

Ioana Ciolacu Studio
5 Luterana Street, Blocul Verde, sc. C, ap. 35
010161 Bucharest, Romania
Phone: +40 (0)31 100 50 73

Please read our Return Policy in full before returning a product.

SECURE PAYMENT

On Ioana Ciolacu, every purchase is made with maximum security thanks to the use of Comodo-certified secure servers and the implementation of the most advanced encryption services (SSL). We only use protected connections, as demonstrated by the “https” URL prefix and the lock symbol that appears in the browser’s address bar.
To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order. Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection, they may contact you for further details before confirming the order.

TAX INFORMATION

Purchasing on Ioana Ciolacu is reserved for end consumers. Our prices are inclusive of vat.
For each order, Ioana Ciolacu issues an INVOICE; the document will be sent as an attachment in the shipping confirmation e-mail and along with your parcel.
Please note: once the order has been confirmed, there is no way to modify the details you have entered and it is not possible to issue a new invoice.

ORDERING ON IOANA CIOLACU

To make purchases on Ioana Ciolacu you do not need to register however, we suggest you create an account to access exclusive areas and services dedicated to our customers.

Item Search
To easily browse our catalog, select a category from the navigation menu or browse our selections on the homepage. To find something more specific, use our filters or the website search option.

Product Information
On each product page, you will find all available sizes, a description and the composition of the item. Click on the product image to zoom in and see all of the details.

How to Order
1. From the item page, select the desired size of the product
2. Add the product to your Shopping Bag
3. Once you have finished shopping, click on Proceed to Checkout
4. Select a payment method
5. Enter your shipping details and on the following page, your payment details
6. Check that the information you entered is correct and click “Buy Now”.

After a few minutes you will receive a confirmation e-mail with the details of your order. From this moment on our studio will take care of everything and as soon as the order ships we will notify you with another confirmation e-mail.

BUYING A GIFT CARD

You can buy a Ioana Ciolacu gift card here GIFT CARD.
Choose how much you would like to give.
Add the recipient’s name, email address and a personal message.
The gift card will be emailed to the recipient and a delivery receipt will be emailed to you.

How to redeem a Gift Card
You can redeem on the payment page when making your purchase. The “Gift Card Code” space is displayed in the second page of the Shopping Bag: enter your Code and click Apply to obtain your new total. Your gift card amount will then be automatically deducted as payment on your order.

Please note:
If your gift card exceeds the total order amount, the remaining balance will automatically be credited to your initial Gift Card.You can check your Gift Card balance by signing in, selecting My Account and then Gift Cards.
If your order exceeds the value of the gift card, all remaining balances exceeding the value of your gift card must be paid by credit or debit card.
Once you have received a gift card, only you can spend it. The balance will then be valid for 12 months. You can check your Gift Card balance by signing in, selecting My Account and then Gift Cards. To find out about extending gift card validation dates, please email customercare@ioanaciolacu.com

Delivery
A virtual gift card will be emailed to the recipient.
A delivery notification will be emailed to you for your reference.
The virtual gift card will arrive as soon as we have processed your order and taken payment.

Returns
Gift cards cannot be returned or exchanged for a card refund.
All returned items that were paid for with a gift card will be refunded to the initial Gift Card for you to use against a future purchase.
If you return an item paid by both gift card and credit card, you will be refunded on your credit card up to the amount of your initial card payment and the remaining amount will be refunded to the Gift Card. You can check your Gift Card balance by signing in, selecting My Account and then Gift Cards.

CAN I SHOP FROM MY MOBILE DEVICE?

Of course! You can navigate the mobile-optimized version of our website.

HOW DO COUPON CODES WORK?

Coupon Code is a personal code, issued on special occasions, that enables you to take advantage of exclusive promotions on services and products offered by our store.
The Coupon Codes of Ioana Ciolacu give you access to EXCLUSIVE OFFERS. To receive Coupon Codes, SUBSCRIBE TO OUR NEWSLETTER.
To take advantage of a promotion, ENTER THE CODE in the appropriate field at checkout and click “Apply”. Only one Promotional Code can be used for each order.
If the code doesn’t work please double check the dates of the promotion and which products and categories it can be applied to from the newsletter.

CAN I CHANGE MY ORDER AND ADD OTHER PRODUCTS OR REMOVE THEM?

Unfortunately not. Each order is processed automatically and once it has been confirmed, it is not possible to modify the details. To purchase additional items, you must place a new order. To return any items please refer to our Return Policy.

CAN I CANCEL MY ORDER?

We are sorry, but once an order has been confirmed, it is processed automatically and cannot be canceled. The package can be returned as indicated in our Return Policy.

The size shown on the item’s label is indicated on every Product Page and converted into your Country’s corresponding size. To search for the size that interests you please use our Size Chart which should help you find the right size conversion and corresponding body measurements.

Find the right size for you with the help of our tables:

WOMEN

Use this chart to convert between standard size formats and find your size based on your body measurements.

SIZEXSXS-SSS-MMM-LL
UK681012141618
US2468101214
FR34363840424446
IT38404244464850
JP57911131517
BUST78-8282-8686-9090-9494-9898-102102-106
WAIST56-6060-6464-6868-7272-7676-8080-84
HIPS84-8888-9292-9696-100100-104104-108108-112

 

If you are in between sizes, you should pick the smaller size.  All dimensions are given in centimeters.

MEN

Use this chart to find your size based on your body measurements.

REGULAR SIZESXSSML
CHEST81-8689-9497-102104-109
NECK33-3436-3738-3941-42
WAIST66-7174-7981-8689-94
ARM LENGH79-8181-8484-8686-89
TALL SIZESXSSML
CHEST81-8689-9497-102104-109
NECK33-3436-3738-3941-42
WAIST66-7174-7981-8689-94
ARM LENGH84-8686-8989-9292-94

 

All dimensions are given in centimeters. Tall Sizes recommended for men 1.83-1.91m. Garment body and sleeve lengths are 5cm longer than regular/slim sizes.

KIDS

Children’s clothing can have very different sizes: by age, centimeters or sizes. To help you make the right choice, our Kids clothes are sized by age.

AGE

4

5681012
SIZE

4

567-89-10

11-12

HEIGHT

98-104

105-110111-116117-128129-140

141-152

CHEST

5658606470

78

WAIST

52

53545658

60

HIPS

6062647076

82

 

All dimensions are given in centimeters.

OPENING AN ACCOUNT

Opening an Account is easy. Simply click My Account, or when you place an order, you will be prompted to log in with your email address and password. An account offers you a safe, easy and fast way to order. It also serves as a way to track your order and receive emails about your order.

BENEFITS OF REGISTERING

Create an account for access to exclusive areas and services dedicated to our customers:

Wish List
In your Wish List, you can save items of interest in order to find them again easily, check if there is limited availability and proceed directly to purchase with a simple click. You can also check your friends Wishlists, if they have one. Thanks to the notification feature, you will receive an update via email if an item becomes available again.

Address Book
The Address Book is the section in which you can save your shipping addresses.
By logging in to My Account before concluding your order, you can call up the addresses saved in your Address Book directly in the Shopping Bag, making your purchases even easier.
You can modify your addresses at any time and also choose a primary address, which will automatically appear in your Shopping Bag.

My Orders
In the My Orders section, you can find an archive of the orders made from that account. By clicking on the Order Number, you will be able to see the details of the purchase and the delivery status. From here, you can also access all of the details related to any eventual returns.

Fast Checkout
Saves your credit card details and you won’t have to re-enter them when making purchases. Ioana Ciolacu guarantees the highest security standards when handling your data.

I CANNOT LOG INTO MY ACCOUNT. WHAT SHOULD I DO?

If you forgot your password, click the “Forgot your password?” link on the Login page and follow the procedure to change it.
For further assistance, contact us, we will be happy to assist you.

HOW CAN I DELETE MY ACCOUNT?

If you want to cancel your My Account, please contact us.

IS MY PERSONAL INFORMATION SAFE?

Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party. For more information, please read our Privacy Policy in full.

YOUR ORDER ON IOANA CIOLACU

To complete your order, you must enter your delivery details in the Shipping Page and insert your Credit or Debit Card information in the Payment Page.
All details of your order can be reviewed in the Order Confirmation Page. Please remember that, once an order is completed, it cannot be modified in any way.
Your purchase is complete when you are brought to our Thank-you Page, where you will find your Order Number. Within a few minutes you will also receive an e-mail confirming your order.

ORDER STATUS

Your order is processing:
The order has been received and we are processing it. We will send you an email containing the order details,  summary of the information related to the order form, the product’s main characteristics, detailed information on the price, terms of payment, and shipping costs. This email is NOT an acceptance of your order, just a confirmation that we have received it.

Your order is complete:

As soon as the order is shipped from our warehouse, we will send you a confirmation e-mail. It is possible TO CHECK THE ORDER STATUS at any time by entering the Order Number in the Track your Order page. Registered users can also find all information related to their orders in the My Account area.

TNT is our courier for all shipments. You will receive an email containing your Tracking Number once your package has been shipped from our distribution center. You can track and trace your package here TNT Track and Trace.

HOW LONG DOES IT TAKES UNTIL YOU DISPATCH MY ORDER?

We believe that quality is an important aspect of our business. And quality takes time. We try to produce your garment the best we can and sometimes this takes up to two weeks (14 working days) for reasons outside our reach, such as fabric availability. However, if we have your item in our stock, we will announce you and dispatch it right away.

CAN I TRACK MY ORDER?

Sure you can!

You can check the status of your order and track its delivery at any time. Enter the Order Number that you received via e-mail in the Track your Order page. If you are a registered user, you can find all information related to the order in your My Account page.

Don’t have an account yet? Register now to enjoy exclusive services.

CAN I MODIFY MY ORDER?

Apologies, once the order has been completed, we cannot change any of the details.

MY ORDER HASN'T BEEN DELIVERED YET. WHAT SHOULD I DO?

If your order has not been delivered within the estimated period, we suggest that you:
Check the order status: in the My Account section for registered users; or by entering the Order Number from the confirmation e-mail in the Track your Order page
Check that the address indicated for the delivery is correct.
In the case of a missed delivery you will receive a notice, and you will have to contact the courier.
For further assistance, contact us, we will be happy to assist you.

CAN I EXCHANGE FOR A DIFFERENT ITEM?

Currently, the only way to exchange a product is to return it and make a new order.

PAYMENT METHODS

Ioana Ciolacu accepts the following payment methods:

Cash on delivery – for Romania only
Pay with cash when receiving the parcel.

Credit card
Visa/Visa Electron, Mastercard/Maestro (Maestro and Visa Electron: please check with your bank to make sure your card is valid for online purchases). We use www.plationline.ro services for Card payments. The payment will appear on your Bank Statement as ioanaciolacu.com/shop. Payment is only debited from your card at time of dispatch.

Direct Bank Transfer
If your credit card is not accepted for online payments, you can choose to pay with a direct bank transfer. In the Payment Details field, please fill in the code provided next to the item, so we can link your order with the right product.
The payment is confirmed after we verify the information you provided, the order details and the payments confirmation by the bank ( or you can send us a copy of the bank OP at shop@ioanaciolacu.com).

You can choose to pay with a direct bank transfer at:

Account name: SKINDROME
Account number: 4322544362299885
Bank name: ING BANK N.V. AMSTERDAM
IBAN: RO61INGB0000999904403322
BIC/Swift: INGBROBU

First-time orders must also be sent to the cardholder’s billing address or work address. This process is not only for your security but so we can verify your details independently. To ensure that you don’t experience any delays to your order, please make sure all your details are entered correctly.
If you would prefer to place an order by telephone, you can call Customer Care at +40 (0)31 100 50 73 – from Monday to Friday from 10 am to 5 pm +2 GMT, excluding holidays.

PAYMENT SECURITY

On Ioana Ciolacu, every purchase is made with maximum security thanks to the use of Comodo-certified secure servers and the implementation of the most advanced encryption services (SSL). We only use protected connections, as demonstrated by the “https” URL prefix and the lock symbol that appears in the browser’s address bar.
To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order. Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection, they may contact you for further details before confirming the order.

MASTERCARD SECURECODE AND VERIFIED BY VISA PASSWORDS

The MasterCard SecureCode / Verified by Visa passwords are security codes issued by your credit card company. If you have already registered with the service and created a password for your credit card, you will be asked to enter it before completing the order. If you have not yet activated this security feature no further information will be requested and you will be able to complete your purchase anyway.

COURIER ORDER PAYMENTS

If you choose the Direct Bank Transfer or Credit Card payment option at checkout, the full amount of your order is calculated in the total you pay online. You won’t need to pay anything to the courier.
If you choose the Pay on Delivery ( for Romania only) payment option at checkout, the full amount of your order is to be paid directly to the courier upon arrival.

TAX INFORMATION

Purchasing on Ioana Ciolacu is reserved for END CONSUMERS. Our prices are INCLUSIVE OF VAT.
For each order, Ioana Ciolacu issues an INVOICE; the document will be sent as an attachment in the shipping confirmation e-mail and along with your parcel.
Please note: once the order has been confirmed, there is no way to modify the details you have entered and it is not possible to issue a new invoice.

INVOICES

We’ll send you the invoice by e-mail when the order is shipped and a copy along with your parcel. If you want to enter specific billing details just do it from the checkbox “Billing details” and specify your billing information.
For more information, please read our Terms & Conditions in full.

WHY CAN'T I COMPLETE MY ORDER?

Please check that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer.
Need further assistance? Contact us and we will be happy to help you.

WHEN WILL MY CREDIT CARD BE CHARGED?

As soon as you complete your order, authorization for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds however the card is not charged at this time. The actual payment occurs when the order is dispatched, at which point you will receive a notification e-mail.

SHIPPING TIMES AND COSTS

Please note that not all articles are in stock. This is why it may take up to 14 working days for us to create and dispatch your order. The number of days for shipping will be calculated from the time the order is completed.

ROMANIA

Express Shipping
(Production time 5-10 working days) + Delivery in 1-2 working days
FREE

EUROPE

Express Shipping
(Production time 5-10 working days) + Delivery in 2-4 working days
FREE

WORLDWIDE

Express Shipping
(Production time 5-10 working days) + Delivery in up to 7 working days
EUR 15,00

SHIPPING INFORMATION

TNT is our courier for all shipments. You will receive an email containing your Tracking Number once your package has been shipped from our distribution center. You can track and trace your package here.

It is possible to calculate your Country shipping costs in the Shopping Bag page and change the Country of delivery at Checkout. Please note that the exact shipping costs will be applied to your order at checkout.

COUNTRIES TO WHICH WE DELIVER

We ship Worldwide in 90 countries:

Albania, Algeria, Argentina, Australia, Austria, Belarus, Belgium, Bosnia And Herzegovina, Brazil, Bulgaria, Canada, Chile, China, Cyprus, Cote D’ivoire, Columbia, Croatia, Cuba, Denmark, Djibuti, Ecuador, Egypt, El Salvador, Switzerland, United Arab Emirates, Estonia, Etiopia, Finland, France, Gabon, Germany, Ghana, Greece, Guineea, Hong Kong, India, Indonezia, Iordania, Iran, Ireland, Israel, Italy, Japan, Kenia, Latvia, Lithuania, Luxemburg, Liechtenstein, Macedonia, Madagascar, Maldive, Malta, Marocco, Maurice, Mauritania, Mexico, Moldova, Mozambique, Niger, Nigeria, Norway, New Zeeland, Netherlands, Pakistan, Papua New Guinee, Poland, Portugal, Quatar, Cech Republic, Central African Republic, South Koreea, The Democratic Republic Of Congo, Rusia, Senegal, Republic Of Serbia, Singapore, Slovakia, Spain, Sudan, Sweden, Thailand, Taiwan, Tanzania, Tunisia, Turkey, Ukraine, Hungary, United Kingdom, United States, Venezuela, Vietnam.

TRACK YOUR ORDER

It is possible TO CHECK THE ORDER STATUS at any time by entering the Order Number in the Track your Order page. Registered users can also find all information related to their orders in the My Account area.

Your order is processing:
The order has been received and we are processing it. We will send you an email containing the order details,  summary of the information related to the order form, the product’s main characteristics, detailed information on the price, terms of payment, and shipping costs. This email is NOT an acceptance of your order, just a confirmation that we have received it.

Your order is complete:

As soon as the order is shipped from our warehouse, we will send you a confirmation e-mail.

TAXES AND DUTIES

All countries within the European Union are shipped on DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the final price. Please note that all shipments outside the EU may be subject to import duties and taxes, which are imposed once a shipment reaches your country. Therefore, additional charges for customs must be borne to you.

Switzerland and Turkey
All products prices are displayed, exclusive of all taxes and duties as well as these countries vat. Orders may be subjected to local taxes and/or import duties, which are levied by your local customs authority.

Worldwide
Please note that all shipments outside the EU may be subject to import duties and taxes, which are imposed once a shipment reaches your country. Therefore, additional charges for customs must be borne to you.

IS MY PACKAGE INSURED?

All your purchases are insured against theft and accidental damage whilst in transit from Ioana Ciolacu to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered. To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorize for packages to be delivered without a signature.

CAN I CHOOSE A DELIVERY TIME/DATE?

Apologies, it is not possible to request a specific time or date for the delivery. The courier delivers from Monday to Friday during working hours; choose the address where it is easiest for you to be present during the day. We cannot modify your delivery address after the order has been completed.

HOW TO RETURN

You can return any item purchased on our store within 14 days from the delivery date. Here’s how:

1. Make sure the items are in the same condition you received them in, with all tags still attached.
2. Complete the online Return Form within 2 days after receiving the products.
3. Complete the Return Form found in the package and prepare the package for delivery.
4. Contact a courier at your choice to pick up the package. You are responsible for the return shipping cost and you will have to pay for the return shipping cost upfront and at your own expense.

Your return will be accepted within 3 working days from the delivery date at our warehouse. Refunds will be issued only for properly returned items. If your return does not meet the conditions listed, we will not be able to issue the refund and the package will be sent back to you.

Notes:
We cannot accommodate exchanges at this time.
Send your return from the same Country in which you placed your order. We will not be able to accept returns from different Countries.
Send the package to the following address:

Ioana Ciolacu Studio
5 Luterana Street, Blocul Verde, sc. C, ap. 35
010161 Bucharest, Romania
Phone: +40 (0)31 100 50 73

We reserve the right to refuse returns that are shipped after the 14-day grace period has expired or items that are not in the same condition you received them in.

RETURN POLICY

The right to return products shall be deemed correctly exercised once the following conditions have been fully met:

a) Complete the online Return Form and sent to us within two (2) days after receiving the products;
b) the products must not have been used, worn or washed;
c) the identification tag must still be attached to the products, which constitutes an integral part of the item;
d) the returned products must be in their original packaging;
e) the returned products must be delivered to us within fourteen (14) days of when you informed us of your decision to withdraw from the contract;
f) the products must not be damaged.

If you have fulfilled all requirements set forth above, we will send you a confirmation email and fully refund the price of the returned purchased products. You are responsible for the return shipping cost and you will have to pay for the return shipping cost upfront and at your own expense. You will be notified if the returned products cannot be accepted because they do not comply with the conditions indicated in letters a), e) and f) of the previous paragraph. In this case, you may choose to have the purchased products redelivered to you at your expense. If you refuse the above delivery, we reserve the right to retain the products and the amount paid for your purchase of the products. You will also be contacted if your return cannot be accepted because it does not comply with the conditions indicated in letters b), c) and d) of the preceding paragraph. In this case, you may choose to accept a decrease in the refund, of which you will be informed, due to the decrease in value of the returned products, or to have the purchased products redelivered to you at your expense. Should you refuse this delivery, we reserve the right to retain the products and the amount indicated for the decrease in refund, due to the decrease in value of the returned products.
For further assistance, read the Legal Area in full or contact us, we will be happy to assist you.

REFUNDS

After we have received the returned products and checked that the products meet all requirements, you will receive an e-mail that the returned products have been accepted, or, if a decrease in value of the returned products has been detected, you will receive an email informing you of the amount being deducted from the refund. Whatever form of payment you used (Credit-Debit Card/Direct Bank Transfer/Pay on delivery), the refund procedure will start within fourteen (14) days from when we were informed of your decision to exercise your right to return the purchased products and once the Vendor has checked that the return was carried out in compliance with the above conditions.
The time period for refunding the amount you paid for purchasing the returned products depends on the form of payment used:

Purchase by Credit/Debit Card: refund time will depend on the Credit Card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;

Payment by Direct Bank Transfer : refunds will be credited to your Credit/Debit Card account and will be visible immediately. Reimbursement time to the credit card associated with your account depends on the bank that issued the card;

Payment in Cash on Delivery (for Romania only): the refund is delivered in cash at your door or in your account you have indicated to the Fastius Courier , therefore the refund time is dependent on the Courier Policy; normally the credit occurs within fourteen (14) days.

I WANT TO RETURN A GIFT. HOW DOES THE REFUND WORK IN THIS CASE?

If the order was paid with Pay on Delivery, Direct Bank Transfer or a Credit Card, the amount will be refunded to the account from which the payment was made. For security reasons, we are not authorized to refund a different account.

CAN I RECEIVE MY REFUND ON A CREDIT CARD THAT IS DIFFERENT FROM THE ONE I USED FOR THE ORDER?

For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

Have a question we have not answered? Contact us.