Our online boutique delivers internationally. You can find the list of available locations through the "Country" menu at check-out. Please contact our Customer Service Team at customercare@ioanaciolacu.com if you have any additional questions.

We may deliver your order to your personal postal address; a signature is required to retrieve your parcel. You may also choose to pick-up your parcel at our Showroom in Bucharest - Romania. Our International carrier is DHL Express, and Cargus in Romania.

We offer complimentary Express Shipping on domestic orders. International orders are shipped via DHL Express, with flat shipping rates calculated and displayed at checkout according to destination country.

Please note that orders shipped outside the European Union may be subject to import duties, VAT, or local taxes imposed by the destination country’s customs authorities. These charges are not included in the order total and remain the responsibility of the recipient. Any applicable fees are collected by the carrier upon delivery and vary according to local regulations.

Orders are generally delivered between 2–4 business days from the moment the shipping confirmation e-mail is sent. Kindly note that delays may be caused by delays in payment authorizations, product availability or customs delays. During our sales period, the large amount of orders may also result in longer delivery times.

Once your order is shipped, you will receive a confirmation e-mail with the tracking number. Your parcel is fully traceable on the carrier’s website, using the tracking number received. Don't hesitate to contact our carrier or our customer service for any further questions.

We kindly invite you to open a claim with your carrier and contact our customer service at customercare@ioanaciolacu.com. Please kindly note that any claim regarding the delivery must be submitted in 14 working* days following the delivery of the parcel

*After this period, we are not able to claim any lost orders.

To place an order, select the desired color and size of the product you want to purchase and then add the product to your bag. You can modify or validate your basket before making your payment. Once you have selected your items, complete your order by clicking on “Checkout”. You’ll be asked to choose your payment method and enter your shipping details. Please, check that the information you entered is correct and click “Pay now”.

Please refer to our Size Guide available on our website for each product or contact our customer service team at customercare@ioanaciolacu.com who will be happy to assist you.

Your order is confirmed once you receive the confirmation email with all the necessary information. You will receive a second email with tracking information once your order is shipped.

If you wish to modify or cancel your order, please contact our Customer Service as soon as possible. We’ll do our best to accommodate your request, however we cannot guarantee your order may be changed once it’s been submitted. Please rest assured that you may always return your order upon receipt if you no longer wish to keep it.

IOANA CIOLACU accepts the following payment methods: Credit or debit card (Visa, CB, MasterCard, American Express, Diner, Discover, JCB, Union pay). By payment apps: Apple pay (mobile) and Google Pay (mobile). Payment is secured by the partners in charge of managing the financial transaction.

Please kindly contact your bank in case your payment is declined or cancelled.

Your invoice is available on your account by visiting the "Order history" section. If you placed your order as a guest, your invoice will be sent by email along with your confirmation.

We offer a Self Service return system for our clients. You must register your return within 14 days from the delivery date of your order.

To request a return, please sign in to your account and follow the instructions within your order details. A confirmation email will be sent once your request has been submitted, together with any applicable return guidance.

Alternatively, you may contact us at customercare@ioanaciolacu.com, and our Customer Care team will be pleased to assist you with your return request, subject to compliance with our 14-day return policy.

All products may be returned within 14 days from the delivery date: in their original condition and packaging (not worn, including all accessories and dust bag).

The 14-day return window starts from delivery of the last item on your order. Once you have notified us of your intention to return, the item must be handed to a qualifying door-to-door courier within 14 days.

Please kindly note the return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

For returns shipped from outside the European Union:
• duties and import taxes paid to local authorities are generally non-refundable by Ioana Ciolacu
• customers may be able to recover such charges directly from their local customs authority, subject to local regulations

We do not offer any exchange service for the moment. If you would like to exchange your purchase, you may return the item for a refund and place new order.

Please kindly note the return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

For domestic returns within Romania, any courier service may be used except the Romanian Postal Service, which we are unable to accept.

For international returns, we recommend using the same courier service originally selected for delivery whenever possible. Alternatively, international returns must be sent via a door-to-door courier service (e.g. DHL, FedEx, UPS). Returns sent via national postal services or redirected to a local post office will not be accepted and are the customer's responsibility.

If your parcel arrives damaged, we kindly invite you to contact our customer service team. Make sure to take pictures of the parcel received and keep the package for further inspection by our carrier.

If an item received is faulty or was received damaged, please contact our customer service upon the receipt of the item. Any faulty item must be notified within 7 days of receiving the order.

The refund of your order will be processed within 14 business days upon the receipt of the returned item. Please kindly note that we reserve the right to decline a refund in case your item was not sent in its original condition (worn, damaged, etc.) The refund will be issued directly to the payment method used for the original purchase.

We will send you a confirmation e-mail as soon as the refund is processed. Please note that the refunded amount will be credited to your account within 10 business days, subject to your bank’s policy. We kindly invite you to keep the tracking number for your return, in order to track the returned order.