Returns

Return Online

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

1. Items must be returned to us in perfect condition. Make sure the items are in the same condition you received them in, with all tags still attached.

2. We recommend that you complete this online Return Form within 2 days after receiving the products.

3. All products that come in their own box must be returned in their original, undamaged box as this is considered part of the product.

4. Complete the Return Form found in the package and prepare the package for delivery.

5. Contact a courier at your choice to pick up the package. We only accept door to door service. 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.

6. 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. Ioana Ciolacu reserves the right to reject any returned items that do not meet the above requirements. If your return is rejected, you will be notified via email and the package will be sent back to you. For more information, please read our Terms of Return.

Important note! Products that are excluded from returns: Customised and personalised products; Products from Sales category, except in case of manufacturing defects; Gift Cards; Samples

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

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

 

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

  1. Make sure the items are in the original condition, all tags and packaging include
  2. Put the items into the original box, along with the return label, included in the original package.
  3. 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

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 you return from a European Union location, the shipment is on DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the final price. Please note that all shipments from outside the EU may be subject to import duties and taxes, therefore, additional charges for customs must be borne to you.

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.

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.

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.

Live Chat
E-mail:
[email protected]
Tel: +40 (0)31 108 47 20 – Mon – Fri 2pm – 7pm
Tel: +40 731 329 275 – Non Stop Line


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