CUSTOMER CARE

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.

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.

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.

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

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. Registered users can also find all information related to their orders in the My Account area.

Your order is complete:

As soon as the order is shipped from our distribution center, we will send you a confirmation e-mail containing your Tracking Number.

TNT is our courier for all shipments. You can track and trace your package here Track your Order

Registered users can also find all information related to their orders in the My Account area.

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

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.

You can check your balance of you Gift Card. Simply introduce the Gift Card code below.

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

When you register, Ioana Ciolacu recognizes the Country in which you are located and automatically associates it to your account.

When you subscribe to newsletters from Ioana Ciolacu you will have the following benefits:

• being among the first to discover the latest brand news
• knowing when new products land online
• accessing exclusive promotional codes

To transfer your account to the site of a Country that is different from the one you registered in, please contact us.

If you no longer wish to receive our newsletters, click the Unsubscribe link found at the bottom of each newsletter. This will open a webpage where you can confirm that you wish to unsubscribe.

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.

If you want to cancel your My Account, please Contact us

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.

Ioana Ciolacu accepts the following payment methods:

Cash on delivery – for Romania only

Pay with cash when receiving the parcel. Service unavailable for Pick Up in Store service.

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

Make your payment directly into our bank account. Please use your Order ID as the payment reference. Your order will be confirmed as soon as your card will be charged.

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.

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.

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.

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.

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.

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.

Sales Tax is applied to your order in accordance with individual state and local regulations if your shipping address is in a State where retail stores, company establishments or one of our partners are located.

For this reason, sales tax might be added to your merchandise total and displayed on the payment page of the cart.

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.

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.

TNT is our courier for domestic shipments and DHL is our courier for all shipments outside Romania. 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 Track your Order

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.

TNT is our courier for domestic shipments and DHL is our courier for all shipments outside Romania. 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 Track your Order

Registered users can also find all information related to their orders in the My Account area.

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 Tracking Number from the order 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.

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.

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, Senegal, Republic Of Serbia, Singapore, Slovakia, Spain, Sudan, Sweden, Thailand, Taiwan, Tanzania, Tunisia, Turkey, Ukraine, Hungary, United Kingdom, United States, Venezuela, Vietnam.

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.

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.

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 Showroom
35 H. M. Berthelot Street
010164 Bucharest, Romania
Phone: +40 (0)31 108 47 20

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.

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.

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

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.

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.

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

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 courier, therefore the refund time is dependent on the Courier Policy; normally the credit occurs within fourteen (14) days.

You can return items purchased at Ioana Ciolacu to our Showroom within 14 days, just follow the steps listed below:

• Make sure the items are in the original condition, all tags and packaging include
• Put the items into the original box, along with the return label, included in the original package.
• Book an appointment at Ioana Ciolacu Showroom

We normally process returns within 3 business days of their arrival at our Showroom. Should your return comply with our Return Policy, you will receive a confirmation email as soon as the refund for your return has been issued.

Stores in different countries will not be able to accept your returns. At the moment, you can only return items in:

Ioana Ciolacu Showroom
35 H.M. Berthelot Street
010164 Bucharest, Romania
Phone: +40 (0)31 108 47 20