Shipping policy

This page explains how we pack, ship and track your order, what delivery costs, and what happens if something goes wrong in transit.

1. Order Processing

Once your payment is confirmed, we verify the order, check the items and pack them. You will receive a confirmation email first, then a second email with your tracking number when the parcel leaves our facility. Orders placed at weekends or on public holidays are handled on the next working day. During sale periods and peak season, dispatch may take a little longer than usual.

Lace, pleated and sheer pieces are packed with care so they arrive in the condition they left in — fine fabrics are folded with tissue and shipped in protective packaging.

2. Delivery Time

Estimated delivery time: 7–15 days from the date you place your order. That is the figure we work to and the one you should plan around.

Delivery times are estimates, not guarantees. A parcel can be held up by customs clearance, weather, carrier capacity, a remote delivery address, or a public holiday at either end — none of which we control. We will always tell you what we know rather than leave you guessing.

Order confirmed — confirmation email sent
Order dispatched — shipping email with tracking number
In transit — trackable through the carrier
Delivered — tracking shows delivery to your address

3. Where We Ship

We ship internationally to most destinations. If we cannot deliver to your address, this will be made clear at checkout, or we will contact you and refund you in full if it only becomes apparent after you order. We do not ship to PO boxes in some destinations because tracked courier services cannot deliver to them.

4. Shipping Costs

Shipping is worked out from the value of your order (the subtotal after any discounts, before duties and import taxes). The charge is shown at checkout before you pay:

Orders under $50 — $6.99
Orders from $50 to $99.99 — $3.99
Orders of $100 or more — Free shipping

The charge is per destination address and does not increase with the weight of the parcel or the number of items in it. If you split an order into separate purchases, each order is charged on its own subtotal — we do not combine them to reach the free shipping threshold.

Promotional shipping rates and sitewide free shipping events, when they run, are announced on the site and applied automatically at checkout.

5. Tracking

Every order is shipped with tracking. The number is in your dispatch email and, once you have an account, in your order history. Tracking can take a few days to show movement after the label is created — a tracking number that reads "label created" for two or three days is normal and does not mean the parcel is lost.

6. Duties and Import Taxes

Prices and shipping charges do not include import duties, customs tariffs or local taxes.
Any duties or import taxes are the responsibility of the recipient. If your local authority charges them, the carrier will contact you to collect payment before or on delivery.
We do not collect these charges, we do not estimate them, and we cannot reimburse them — we never receive that money.
We declare parcels at their actual value and do not mark them as gifts.
If a parcel is returned to us because duties were not paid or the parcel was not collected, we treat it under section 10 below.

7. Getting the Address Right

Most delivery problems come from an address that is incomplete or wrong. Please check it carefully before you pay, including the apartment or unit number, the postcode and a phone number the carrier can reach you on.

If you notice a mistake, email us immediately. We can correct an address before the parcel is dispatched; once it is with the carrier, we usually cannot. If a parcel is delivered to the address you gave us, we are not responsible for loss afterwards — but tell us and we will help you contact the carrier.

8. Delayed, Lost or Damaged Parcels

Delayed. If your order has not arrived within 20 days of the date you placed it, email us your order number. We will open a trace with the carrier and report back with what they tell us. Please note that a parcel still inside the 7–15 day window is not considered delayed, however frustrating the wait is.
Lost. If the carrier confirms a parcel is lost, we will resend the order or refund it in full, including shipping — your choice.
Damaged in transit. If the parcel or the items arrive damaged, contact us within 7 days of delivery with photos of the outer packaging and the damage. We will replace the item or refund you, and we cover the return shipping if we ask for the item back.

9. Split Shipments

If your order contains items that ship from different locations, it may arrive in more than one parcel. You will receive separate tracking numbers and will not be charged extra for it. Parcels from the same order can arrive a few days apart.

10. Refused or Uncollected Parcels

If a parcel is refused at the door, not collected from a pickup point, or returned because duties were unpaid, it comes back to us. In that case we refund the value of the items, minus the shipping cost we paid to send it out and any return or disposal charge the carrier bills us. If you still want the order, we can resend it once the original parcel is back with us — the reshipment cost is yours.

11. Contact

Delivery questions, tracking problems, address changes: service@iotean.com. Please include your order number. Service hours are Monday to Friday, 9:00–18:00 (GMT+8), closed Saturdays, Sundays and public holidays. We reply within one business day.