Request a return even if you are not a registered user. Enter the order number and your email address.
You can return any item purchased on our store within 14 days from the delivery date. All items must be unworn in their original condition, with all original tags and packaging intact to be eligible for return. Complete the online Return Form within 2 days after receiving the products. Please note that any returns received which do not meet our return policy requirements may be refused. Please read our Return Terms in full.
Important information on returns
Items must be returned to us in perfect condition.
Make sure all products are exactly as you received them, with tag(s) and seal(s) still attached.
All products that come in their own box must be returned in their original, undamaged box as this is considered part of the product.
When returning by mail, please make sure to return the items and its corresponding box inside another solid carton box to not damage the original packaging.
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. 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.
Below products are excluded from returns:
Customised and personalised products
Products from Sales category, except in case of manufacturing defects.
Send the package to the following address:
Ioana Ciolacu 35 H. M. Berthelot Street 010164 Bucharest, Romania Phone:+40 (0)31 108 47 20
Return in Showroom
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.
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
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.
Receiving a Refund
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:
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;
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;
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.