Shipping & Returns
Delivery Information
Made-to-Order and Couture garments are dispatched from our London atelier. Archive pieces are dispatched from their current location, which may be London or New York.
Displayed prices for Made-to-Order, Couture and Archive pieces exclude packing, shipping, customs duties, import taxes, tariffs and other applicable destination charges.
Please contact us before purchasing if you would like an estimated shipping and duties quotation or a fully landed price. Your quotation will be based on:
- The delivery address
- The location of the piece
- The required delivery service
- Duties, taxes and tariffs applicable at that time
Charges included in your quotation must be agreed and paid in full before dispatch. Any destination charges not expressly included remain the customer’s responsibility.
Ready-to-Ship Items
For ready-to-ship physical items - including Prêt-à-Porter pieces, embroidery accessories and other in-stock goods-applicable duties and taxes are included in the displayed price, so there should be nothing additional to pay upon delivery.
Shipping is charged at the following fixed rates:
- United Kingdom: £25, complimentary on orders over £250
- EU and Rest of World: £50, complimentary on orders over £500
Applicable shipping charges will be calculated at checkout.
Delivery Times
Our standard international delivery timeframe is up to 15 working days from dispatch. Delivery times are estimates and cannot be guaranteed.
This is separate from the creation time for Made-to-Order and Couture pieces and any additional time required for fittings or alterations.
If you require express delivery, please contact us for availability and a quotation.
If you are unavailable at the time of delivery, the courier may attempt redelivery or contact you directly. Additional storage, redelivery or return-to-sender charges resulting from an unsuccessful delivery may be invoiced separately.
Customs, Duties and Local Taxes
Ready-to-ship items are delivered duty paid, with applicable duties and taxes included in the displayed price.
Made-to-Order, Couture and Archive prices exclude customs duties, import taxes, tariffs, customs-clearance fees and other destination charges unless expressly included in a confirmed quotation.
These charges vary according to the destination and applicable regulations at the time of shipment. Charges not expressly included may be collected directly by the courier or local customs authority.
Original shipping charges, duties, taxes, tariffs and customs-clearance fees are non-refundable, except where required by law.
For shipping enquiries or a personalised quotation, contact support@hermionedepaula.com.
Fittings and Alterations
Fittings and alterations are not included in the price of Made-to-Order or Archive pieces.
We can provide a quotation for fittings and alterations at our London atelier or, where possible, recommend a trusted specialist in your area.
For fittings and alterations in New York, please contact The Jul Box.
All quotations and timelines are provisional until the required work has been assessed.
Returns and Refunds
Nothing in this page affects your statutory rights.
Ready-to-Ship Items
For ready-to-ship items purchased online, you may notify us that you wish to cancel your purchase within 14 days of receiving your order. You must then return the item within a further 14 days.
Returned items must be in their original condition, with all labels attached and original packaging included. Items must not have been worn beyond what is reasonably necessary to inspect or try them on, altered, washed, damaged or marked.
Please review our Return and Refund Policy for the complete conditions and return process.
Made-to-Order, Custom and Couture Pieces
Pieces made to an individual specification or clearly personalised are not normally eligible for cancellation or return for a change of mind once production has begun.
Please contact us immediately if you wish to request an amendment or cancellation. Where statutory cancellation or return rights apply, those rights remain unaffected.
Please review our Made-to-Order Cancellation Policy before ordering.
Archive Pieces
Archive pieces are unique and sold in their disclosed existing condition.
Archive pieces are not eligible for change-of-mind returns under our voluntary returns policy. However, where statutory cancellation rights apply to an Archive piece purchased online, those rights remain unaffected.
Please contact us before purchasing if you would like additional photographs, condition information, measurements or fit advice or shipping details.
Return Shipping
All returns must be authorised before being sent. We will provide the correct return address and instructions.
Do not send returns to our registered office, atelier, showroom, boutique or stockist unless expressly instructed in writing.
For an authorised change-of-mind return, the customer is responsible for return shipping and any associated customs documentation or charges.
Returns must be sent using a fully tracked and appropriately insured service. Hermione de Paula cannot accept responsibility for a return until it has been safely delivered.
If an item is confirmed to be faulty or materially different from its description, we will provide an appropriate return method or reimburse reasonable return costs where required by law.
Faulty or Misdescribed Items
If an item arrives faulty, damaged or materially different from its description, please contact support@hermionedepaula.com as soon as reasonably possible and include:
- Your order number or proof of purchase
- A description of the issue
- Clear photographs showing the fault or damage
Do not wear, alter, repair, wash or damage the item while your claim is being assessed. Please retain all labels and original packaging.
Following assessment, we may offer a repair, replacement, price reduction or refund, depending on the circumstances and applicable statutory rights.
Archive Condition
Archive garments may display minor marks, blemishes or signs of age, previous use, handling or storage. Known characteristics will be reflected in the description, imagery and price where reasonably possible and will not ordinarily be considered faults.
Please contact us before purchasing if you would like additional photographs, measurements or condition information.
For complete details, please review our Return and Refund Policy, Shipping Policy and Legal & Policies page.