Shipping policy

Last updated: 5 June 2026

1. Overview

This Shipping & Digital Delivery Policy applies to orders placed through:

https://ioanna-official.shop

Ioanna may offer both:

  • Physical products that require shipping; and

  • Digital products delivered electronically.

The delivery method applicable to your purchase will be stated on the relevant product page, during checkout, or in your order confirmation.

Digital products are not physically shipped. Physical products are delivered to the shipping address provided at checkout.

2. Physical Order Processing

After an order containing a physical product is placed, it must be processed and prepared for shipment.

Order processing normally takes 1–4 business days.

Processing may take longer during:

  • High-demand periods.

  • Product launches.

  • Promotional campaigns.

  • Public holidays.

  • Stock shortages.

  • Supplier or fulfilment delays.

  • Unexpected technical or logistical disruptions.

  • Events outside our reasonable control.

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

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

Processing time is separate from the estimated delivery time.

3. Estimated Physical Delivery Times

Our estimated delivery time for physical orders sent to European destinations is generally:

8–12 business days after processing

A different estimated delivery time may be displayed on the product page or during checkout.

Delivery times are estimates unless a specific guaranteed delivery date is expressly confirmed in writing.

Delivery may be affected by:

  • Carrier delays.

  • Customs processing or inspections.

  • High shipping volumes.

  • Incorrect or incomplete shipping details.

  • Public or local holidays.

  • Severe weather.

  • Strikes or transportation disruptions.

  • International logistics transfers.

  • Delays between tracking facilities.

  • Supply-chain disruptions.

  • Events outside our reasonable control.

A delay or temporary lack of tracking updates does not automatically mean that a parcel has been lost.

4. Delivery Time Limit

We aim to deliver physical orders within the estimated delivery period shown on our website.

Where no specific delivery period has been agreed, the order will be delivered within the period required by applicable consumer law.

If your order has not arrived within the agreed or legally applicable timeframe, please contact us at support@ioanna-official.shop.

We will investigate the shipment and, where appropriate, ask the carrier to provide an update.

Where required by applicable law, you may give us an additional reasonable period to complete delivery. If delivery is still not completed within that additional period, you may be entitled to cancel the order and receive a refund.

This does not limit any mandatory consumer rights available to you.

5. Shipping Costs

Any applicable shipping costs will be displayed during checkout before payment is completed.

Shipping costs may depend on:

  • The destination country.

  • The type or quantity of products ordered.

  • The selected delivery method.

  • The total order value.

  • Current promotional conditions.

We may occasionally offer free shipping.

Free shipping promotions may be limited to:

  • Selected countries.

  • Selected products.

  • Minimum order values.

  • Specific promotional periods.

  • Particular delivery methods.

Unless expressly stated otherwise, free shipping applies only to the original outbound shipment and does not necessarily cover voluntary return shipping or reshipping caused by incorrect customer information.

6. Customs, Duties, VAT, and Import Charges

Physical products may be dispatched from local, European, or international fulfilment locations.

Depending on the destination, customs inspections or import procedures may apply.

Where stated during checkout, VAT, customs duties, or applicable import charges may already be included in the purchase price.

Where additional import duties, taxes, customs charges, or local handling fees may be payable by the customer, this will be disclosed before purchase where required by applicable law.

Charges imposed by customs authorities, local governments, postal operators, or carriers may be outside our direct control.

Customers are responsible for providing any information reasonably required by customs or the delivery carrier.

A parcel undergoing customs processing is not automatically considered delayed or lost.

7. Tracking Information

Where tracking is available for a physical order, it will normally be sent to the email address used during checkout.

Tracking information may take several days to update after dispatch.

It is normal for tracking to show:

  • “Shipment information received.”

  • “In transit.”

  • “Departed facility.”

  • “Arrived at destination country.”

  • Limited or no updates while moving between countries or logistics partners.

International shipments may be transferred between several carriers. The final delivery may therefore be completed by a local postal or courier service.

If tracking has not updated for several days, please contact us. We will make reasonable efforts to investigate the shipment with the relevant carrier.

8. Shipping Information Provided by the Customer

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

Before completing checkout, please confirm that the following details are correct:

  • Full recipient name.

  • Street address.

  • House or apartment number.

  • Postal code.

  • City.

  • Country.

  • Email address.

  • Telephone number, where requested.

Ioanna is not responsible for delays or failed delivery caused by incorrect or incomplete information supplied by the customer, except where applicable law provides otherwise.

If an order is returned, redirected, or cannot be delivered because of incorrect customer information, the customer may be responsible for reasonable direct costs associated with:

  • Reshipping the parcel.

  • Returning the parcel to the sender.

  • Address correction.

  • Carrier handling.

  • Replacement shipment.

Such costs will only be charged or deducted where legally permitted.

9. Order and Address Changes

Once an order has been submitted, we cannot guarantee that the shipping address, product selection, color, size, quantity, or other order information can be changed.

Contact us immediately at support@ioanna-official.shop if you notice an error.

We will make reasonable efforts to help, but changes may no longer be possible once the order has entered:

  • Processing.

  • Fulfilment.

  • Packaging.

  • Shipping preparation.

  • Carrier collection.

  • Transit.

If an address change cannot be completed, the customer may need to wait for the parcel to be returned before reshipment or another resolution can be arranged.

10. Failed Delivery Attempts and Unclaimed Parcels

Customers are responsible for monitoring available tracking information and collecting parcels from pickup points or parcel lockers within the period specified by the carrier.

If delivery is unsuccessful, the carrier may:

  • Attempt delivery again.

  • Leave the parcel in a designated safe place.

  • Deliver it to a neighbour.

  • Deliver it to a parcel locker.

  • Hold it at a local pickup point.

  • Return it to the sender.

If a parcel is refused, not collected, or returned because of customer action or incorrect information, reasonable shipping, return, or carrier costs may be deducted from a refund where legally permitted.

If the customer asks for the order to be resent, additional shipping charges may apply.

No arbitrary penalty or restocking fee will be charged for exercising a mandatory statutory consumer right.

11. Lost Parcels

A parcel is not considered lost solely because tracking has not updated for several days.

Before a parcel can be treated as lost, the carrier may need to complete an investigation.

If you believe your parcel has been lost, contact us at support@ioanna-official.shop and provide:

  • Your order number.

  • The email address used for the order.

  • The recipient’s full name.

  • The tracking number, where available.

  • A short description of the issue.

If the carrier confirms that the parcel has been lost, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include replacement or refund.

12. Parcels Marked as Delivered

If tracking shows that a parcel was delivered but you cannot locate it, please first check:

  • Your mailbox.

  • Your property entrance.

  • Any designated safe place.

  • Your parcel locker.

  • Your reception or front desk.

  • Other members of your household.

  • Your neighbours.

  • The local delivery office.

  • Any photograph or delivery note provided by the carrier.

Please contact us as soon as possible so that we can investigate with the carrier.

We may ask you to provide additional information or confirmation required for the carrier investigation.

A delivery scan will be reviewed together with all available delivery evidence. Nothing in this section limits your statutory rights where the order was not actually delivered to you or to a person authorized by you.

Ioanna is generally not responsible for theft occurring after a parcel has been correctly delivered to the customer or to a delivery location expressly selected or authorized by the customer, except where applicable law provides otherwise.

13. Damaged Physical Packages or Products

If a physical package or product arrives damaged, contact us as soon as reasonably possible at:

support@ioanna-official.shop

To help us investigate, please include:

  • Your order number.

  • Photographs of the outer packaging.

  • Photographs or video of the damaged product.

  • A photograph of the shipping label.

  • A description of the damage.

  • Photographs of any internal protective packaging.

Where possible, please retain the original packaging until the issue has been reviewed.

We may request additional evidence where reasonably necessary to determine whether the damage occurred during transit.

The request to report visible transport damage promptly helps us file a carrier claim. It does not remove any mandatory legal rights you may have regarding damaged, faulty, incorrect, or non-conforming products.

14. Digital Product Delivery

Digital products are delivered electronically and do not require physical shipping.

Depending on the product, access may be provided through:

  • A download link on the order confirmation page.

  • An email sent to the address used during checkout.

  • A customer account.

  • A private webpage or portal.

  • A digital file.

  • A supplier link.

  • Direct electronic access.

  • Another method described on the product page.

Digital products do not include physical packaging, physical delivery, a shipping carrier, or a physical tracking number unless the product description expressly states that a physical item is also included.

15. Digital Delivery Time

Most digital products are delivered immediately or shortly after successful payment.

In some cases, delivery may take up to 30 minutes because of:

  • Payment verification.

  • Payment-provider processing.

  • Email delays.

  • Automated system processing.

  • Security checks.

  • Temporary technical issues.

An order confirmation email is not always the same as the digital delivery email. Please review all emails connected with your purchase.

If you do not receive access within 30 minutes, please check:

  • Your spam folder.

  • Your junk folder.

  • Your promotions folder.

  • The email address used during checkout.

  • Your customer account, where applicable.

  • The order confirmation or thank-you page.

If access is still unavailable, contact us at support@ioanna-official.shop.

16. Accuracy of the Customer’s Email Address

The customer is responsible for ensuring that the email address entered during checkout is complete and correct.

Digital delivery may be delayed or unsuccessful because of:

  • An incorrect or misspelled email address.

  • Spam, junk, or promotions filtering.

  • Email-provider delays.

  • A full email inbox.

  • Customer email security settings.

  • Failure to check the correct inbox.

  • The customer blocking or unsubscribing from transactional emails.

  • A temporary technical issue.

If an incorrect email address was entered, contact us with your order number and the correct email address.

After verifying the order, we may resend the digital access or provide an alternative access method.

An incorrect email address does not automatically qualify an order for a refund where the purchased digital content can be successfully made available or resent. Any refund rights remain subject to our Return & Refund Policy and applicable law.

17. Digital Access Problems

If you experience difficulty accessing, opening, downloading, or viewing a digital product, contact us at:

support@ioanna-official.shop

Please include:

  • Your order number.

  • The name used for the order.

  • The email address used during checkout.

  • A brief description of the issue.

  • A screenshot or screen recording, where applicable.

  • The device or browser being used, where relevant.

Our support team will make reasonable efforts to resolve the issue.

Depending on the problem, we may:

  • Resend the delivery email.

  • Issue a replacement download link.

  • Correct the email address.

  • Restore access.

  • Provide an alternative access method.

  • Supply reasonable technical instructions.

Our support team normally aims to respond within 24 business hours, although responses may take longer during weekends, public holidays, promotional campaigns, or high-demand periods.

18. Failed or Delayed Digital Delivery

If digital delivery fails because of a confirmed technical error, payment-processing delay, or system issue for which we are responsible, we will make reasonable efforts to resend or restore access.

Digital delivery is generally considered completed when the product, file, download link, supplier information, or access instructions have been successfully:

  • Sent to the email address provided by the customer;

  • Displayed on the order confirmation page;

  • Added to the customer’s account; or

  • Otherwise made available through the delivery method described before purchase.

This section does not limit your rights if the digital content was not supplied, cannot be accessed, is materially different from its description, or is otherwise non-conforming.

Refunds and withdrawal rights for digital products are governed by our Return & Refund Policy, Terms of Service, and applicable consumer law.

19. Orders Containing Physical and Digital Products

An order may contain both physical and digital products.

In that case:

  • The digital product may be delivered electronically shortly after payment.

  • The physical product will be processed and shipped separately.

  • Receiving the digital portion does not mean that the physical portion has been dispatched.

  • Separate confirmation or delivery emails may be sent.

  • Physical shipping charges may still apply to the physical portion of the order.

  • Different cancellation, withdrawal, and return conditions may apply to each part of the order.

The order confirmation and product descriptions will indicate what is included in the purchase.

20. Events Outside Our Control

We are not responsible for delays caused by events outside our reasonable control, including:

  • Carrier disruption.

  • Customs delays.

  • Strikes.

  • Severe weather.

  • Natural disasters.

  • War or civil unrest.

  • Government restrictions.

  • Pandemics.

  • Supply-chain disruptions.

  • Internet or hosting outages.

  • Payment-provider failures.

  • Email-provider failures.

  • Technical infrastructure failures.

Where such an event occurs, we will make reasonable efforts to reduce the impact and complete delivery as soon as reasonably possible.

This section does not exclude or restrict mandatory rights relating to delivery, cancellation, refunds, or non-conforming products.

21. Related Policies

This Shipping & Digital Delivery Policy should be read together with our:

  • Terms of Service.

  • Return & Refund Policy.

  • Privacy Policy.

Where mandatory consumer law provides greater protection than this Policy, the mandatory legal requirements will apply.

22. Contact Information

For questions about physical shipping, tracking, digital delivery, or access problems, contact us at:

Ioanna
Email: support@ioanna-official.shop
Website: https://ioanna-official.shop

Please include your order number and the email address used during checkout so that we can locate your order.