Shipping policy

Last updated: 5.6.2026

This Shipping Policy applies to orders placed through https://ioanna-official.shop.

1. Order Processing

After your order is placed, it will be processed and prepared for shipment.

Order processing usually takes 1–4 business days. During high-demand periods, product launches, promotional campaigns, holidays, or carrier delays, processing may take longer.

You will receive an order confirmation email after purchase. Once your order has been shipped or tracking becomes available, you will receive a shipping confirmation email.

2. Estimated Delivery Times

Our estimated delivery time for European orders is usually:

8–12 business days after processing

Please note that delivery times are estimates only and are not guaranteed unless explicitly stated at checkout.

Business days do not include Saturdays, Sundays, or public holidays.

Delivery times may be affected by:

  • Carrier delays
  • Customs processing
  • High order volume
  • Incorrect or incomplete shipping information
  • Local holidays
  • Weather disruptions
  • Unexpected logistical delays

3. Delivery Time Limit

We aim to deliver all orders within the estimated delivery window shown on our website.

If no specific delivery date has been agreed, your order will be delivered within the legally required timeframe. If delivery is delayed, please contact us so we can investigate and provide an update.

4. Shipping Costs

Shipping costs, if applicable, are shown at checkout before payment.

From time to time, we may offer free shipping promotions. Free shipping offers may be subject to minimum order values, selected countries, selected products, or promotional conditions.

5. Customs, Duties, VAT, and Import Fees

For orders shipped within the European Union, applicable taxes and duties may be included where stated at checkout.

In some cases, orders may be shipped from international fulfilment locations. Depending on your country and local customs rules, customs checks may occur.

If any import fees, taxes, customs charges, or local handling fees apply and were not collected at checkout, these may be the responsibility of the customer unless otherwise required by applicable law.

6. Tracking Information

Once tracking is available, it will be sent to the email address used at checkout.

Please allow several days for tracking information to update after shipment. It is normal for tracking to show limited updates while a parcel is in transit between logistics facilities or countries.

If your tracking has not updated for several days, this does not always mean the parcel is lost. Please contact us and we will help investigate with the carrier.

7. Incorrect Shipping Information

The customer is responsible for providing accurate and complete shipping information at checkout.

Please make sure your:

  • Full name
  • Street address
  • House or apartment number
  • Postal code
  • City
  • Country
  • Email address
  • Phone number

are correct before completing your order.

If an order cannot be delivered because of incorrect or incomplete shipping information, the customer may be responsible for reshipping costs, return fees, carrier fees, or replacement costs where legally permitted.

8. Failed Delivery Attempts and Unclaimed Parcels

If the carrier attempts delivery and the parcel is not collected, refused, or returned to us, we may deduct shipping costs, return costs, and carrier fees from any refund where legally permitted.

If you would like the order resent, additional shipping fees may apply.

9. Lost or Stolen Packages

If your tracking shows that your parcel was delivered but you did not receive it, please first check:

  • Your mailbox
  • Parcel locker
  • Reception desk
  • Neighbours
  • Household members
  • Local delivery office

Please contact us as soon as possible so we can assist with an investigation.

We are not responsible for parcels stolen after confirmed delivery, but we will do our best to help you resolve the issue with the carrier.

10. Damaged Packages

If your package arrives damaged, please contact us within 48 hours of delivery at support@ioanna-official.shop.

Include:

  • Your order number
  • Photos of the damaged packaging
  • Photos or videos of the damaged item
  • A photo of the shipping label

Please keep the original packaging until the issue has been reviewed.

11. Order Changes After Purchase

Once an order has been placed, we cannot guarantee that we can change the shipping address, product selection, or order details.

If you notice an error, contact us immediately at support@ioanna-official.shop. We will do our best to help, but changes may not be possible once the order has entered processing, fulfilment, or shipping preparation.

12. Contact Information

For shipping questions, contact us at:

Ioanna
Email: support@ioanna-official.shop