OUR CLIENT SERVICES EXPLAINED
If you do not find the answers to your questions and quereies here please contact us or book an appointment
- Hermione de Paula creates Bridal and Ready to Wear garments within the Prêt-à-Porter, Made to Order and Couture categories
- The Collection is sold at the Hermione de Paula Atelier in North London, online at Hermione de Paula and at exclusive boutiques worldwide
- In the event it is not possible for clients to visit the Atelier for fittings, the Hermione de Paula team is available to Zoom in on fittings with a seamstress local to the client and advise on any suggested alterations
- If preferred, Intensive fit sessions can be for accommodated, whereby clients are based in London for 5 – 12 days over which time, multiple fittings will occur until the garment is perfect
- Due to the demand of clients in the New York area, Hermione de Paula have a partnership with a trusted local seamstress
- All Hermione de Paula gowns are shipped with a premium branded garment bag
- We aim to ship within 72 hours of purchase / final payment. Advance shipping can be arranged upon liaison with your Stylist
- Hermione de Paula ship worldwide. International orders are sold VAT free. The shipping fee is raised as a separate invoice after confirmation. All duties and taxes are the responsiblity of the receiver. These can be paid on your behalf if agreed and invoiced in advance.
- Purchases from hermionedepaula.com are shipped and tracked using our trusted Courier service
- The natural world is central to Hermione’s inspiration and life purpose; she champions sustainable practises. All pieces are either individually made or in small batches and materials dyed in small quantities with offcuts repurposed for appliques and small accessories. The atelier is proud to support local artisans and preserve the heritage of traditional British craftsmanship
- For more details on our brand values, click here. We aim for transparency and will be happy to answer any questions you have atelier@hermionedepaula.com
- Please check the quoted lead times stated on the website as part of the product descriptions for spefici examples.
- If the Prêt-à-Porter is available to purchase immediately from the boutique deliveries are made within 2-5 working days
- Made to Order garments are handmade to order and take 4-6 months for a small team of skilled artisans to make. Some styles can be completed within a shorter timeline, which will incur a rush fee. Please contact atelier@hermionedepaula.com
- Couture pieces take 8 – 12 months to create from design sketch to completion. Exact timeframes will vary dependant on the level of development required
- Within the Prêt-à-Porter collection personalisations are limited to date and initials and will need to be agreed with our stylists at the point of purchase. With Made to Order the selection is wider and at Couture level personalisation opportunities are limitless
- Find out more at the Personalisation Page
- All our made to order pieces are strictly non-refundable. Please contact us if you have any questions or queries you need answered prior to purchase or book an appointment either virtually or in person with one of our stylists who can help you with your decision.
- Hermione de Paula operates a 14 day returns policy for the Prêt-à-Porter Collection. This is extended to 28 days for international clients. Garments can only be returned in their original packaging, unworn and complete with tags
- When trying on items please ensure that you are not wearing perfume, make up, fake tan, or deodorant which may leave a scent or residue on the garment. We are unable to accept the return of any item which has evidence of wear, excessive handling, or if these instructions have not been followed
- When returning an item please ensure the Returns & Exchanges paperwork which was included with your order is completed. Please also include a copy of your invoice
- Hermione de Paula recommend using a signed for delivery service which insures the client for the value of the garments being returned. Hermione de Paula does not cover postage costs for returning items. The original postage paid to receive your order will not be refunded
- International customers should note that we do not refund postage costs and that any request for an exchange will incur an additional delivery charge to send your exchanged item. We do not pay any taxes or custom clearance charges for items which are returned from international customers
- Once an item is received by Hermione de Paula, it is inspected by the returns team. We aim to process all returns, exchanges, and refunds within 10 working days of us receiving your item providing that the items are in their original brand new, unused and re-saleable condition
- Please be aware that once your refund has been processed it can take 5 working days to appear in your account
- All refund are issued against the original method of payment. Hermione de Paula do not issue refunds to third parties.
- Hermione de Paula Made to Order dresses are made to order in the size nearest to your measurements. Each dress is handmade and takes a small team of specialist artisans 4-6 months to create
- Some styles can be created within a shorter timeframe, but will incur a rush fee
- To find out more about our made to order Made to Order experience, please click here
- Orders placed on the Hermione de Paula Prêt-à-Porter Collection can be amended or cancelled up until the point the order is shipped
- If you wish to cancel or amend your order, please contact the atelier
- Amendments and cancellations on the Made to Order and Couture collections are subject to the discretion of the Hermione de Paula atelier
- Hermione de Paula has a flagship boutique in London and can be found at exclusive stores worldwide
- To find your nearest stockists, please contact us.
- Yes, please call the atelier to liaise. They can also book you in for a fitting of your garment with a seamstress
- Hermione de Paula gowns are made to a set UK size. Fittings are available in house with our experienced seamstresses
- Hermione de Paula offer alteration packages from £200, please enquire here for more information atelier@hermionedepaula.com
- Hermione de Paula work towards a gown completion date 2–3 months prior to collection date and recommend two fittings within this time, hosted at the Hampstead atelier. It is important that you wear your event shoes, and correct underwear. During the first fitting, the gown will be pinned to perfection, and the bride invited back once all alterations have been made, to try on and take home the final, flawless gown.
"So decorative you could imagine displaying it in your home, as well as wearing it."
I-D MAGAZINE
