Refund policy
Last updated: 5.6.2026
Thank you for shopping with Ioanna. We want you to feel confident when ordering from us, while keeping our return process fair and clear for everyone.
This Return & Refund Policy applies to purchases made through https://ioanna-official.shop.
1. Right of Withdrawal for EU Customers
If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 calendar days from the day you, or a person appointed by you, received the goods.
You do not need to provide a reason for exercising this right.
To exercise your right of withdrawal, you must contact us within 14 calendar days of receiving your order at:
Email: support@ioanna-official.shop
Please include:
- Your order number
- Your full name
- The item(s) you wish to return
- A clear statement that you wish to withdraw from the purchase
After notifying us, you must return the goods within 14 calendar days.
2. Return Conditions
Returned items must be:
- Unused, unworn, and in the same condition as received
- Free from signs of wear, damage, stains, scratches, perfume, makeup, or other marks
- Returned with all original packaging, accessories, tags, cases, gift boxes, protective materials, and any free items included with the order
We reserve the right to reduce the refund amount if the returned item has been handled beyond what is necessary to inspect its nature, characteristics, and fit.
Items returned damaged, used, incomplete, or not in resalable condition may be refused or partially refunded.
3. Return Shipping Costs
Unless the item arrived damaged, defective, or incorrect, the customer is responsible for the cost of return shipping.
Original shipping costs are refundable only where required by applicable consumer law. If you selected a delivery method more expensive than our standard delivery option, only the standard delivery amount may be refunded.
We strongly recommend using a tracked shipping method. We are not responsible for returned parcels that are lost, delayed, damaged, or delivered to the wrong address during return transit.
4. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at support@ioanna-official.shop.
Please include:
- Your order number
- Clear photos or videos of the issue
- Photos of the packaging and shipping label
- A short explanation of the problem
If the claim is approved, we may offer a replacement, repair, store credit, or refund, depending on the situation and your legal rights.
Please do not return damaged, defective, or incorrect items without contacting us first.
5. Promotional Offers, Bundles, and Free Gifts
Orders purchased as part of a promotion, bundle, “Buy 1 Get 1 Free” offer, free gift offer, or special deal must be returned as a complete set.
If only part of a bundle or promotional order is returned, we may adjust the refund to reflect the full retail value of any item(s), packaging, free gift, or discount that you kept.
Free gifts, premium packaging, accessories, and promotional items must be returned unused and in their original condition if they were included with the returned order.
Promotional discounts have no cash value and cannot be refunded separately.
This does not affect your statutory consumer rights.
6. Items That Cannot Be Returned
For hygiene, safety, and quality reasons, we may refuse returns where:
- The item has been used, worn, damaged, or altered
- The item is missing original packaging, accessories, tags, cases, or protective materials
- The item shows signs of wear, scratches, stains, makeup, perfume, or other marks
- The return is sent after the allowed return period
- The customer cannot provide proof of purchase
Personalized, custom-made, or specially modified items are not eligible for return unless they arrive damaged, defective, or incorrect.
This does not affect your statutory consumer rights.
7. Refund Processing
Once we receive and inspect your return, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method.
Refunds are usually processed within 14 calendar days after we receive the returned goods or after you provide proof that the goods were sent back, whichever is earlier, where required by applicable law.
Please note that your bank, card provider, PayPal, Klarna, or payment provider may take additional time to show the refund in your account.
8. Order Cancellations
Orders are processed quickly after purchase. For this reason, we cannot guarantee that an order can be cancelled after it has been placed.
If your order has already entered processing, fulfilment, or shipping preparation, cancellation may no longer be possible.
Once the order has been delivered, you may still use your applicable return or withdrawal rights.
9. Refused Deliveries and Unclaimed Parcels
If a parcel is refused, not collected, or returned to us because of an incorrect or incomplete address provided by the customer, we may deduct the original shipping cost, return shipping cost, handling cost, and any other carrier fees from the refund where legally permitted.
If the parcel is returned to us and you would like it resent, additional shipping fees may apply.
10. Late or Missing Refunds
If your refund has been approved but has not appeared in your account, please first check with your bank, card provider, PayPal, Klarna, or payment provider.
If you have done this and still have not received your refund, contact us at:
support@ioanna-official.shop
11. Contact Information
For returns and refund questions, contact us at:
Ioanna
Email: support@ioanna-official.shop