Shipping & Returns
FOB Pricing
All prices are quoted FOB (Free On Board) from the piece’s point of origin. The displayed price covers the garment only and excludes packing, shipping, customs duties, import taxes, tariffs and other destination charges, which are quoted and invoiced separately.
Made-to-Order and Couture pieces are priced FOB London and are dispatched from our London atelier. Archive pieces are priced FOB their current physical location, which may be London or New York, and are dispatched from that location.
Delivery Information
We do not offer fixed-rate shipping. Every order is quoted individually. Please contact us before purchasing for an estimated shipping and duties quotation or a fully landed price. Your quotation will be based on:
- The delivery address
- The FOB location of the piece (London or New York)
- 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.
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
As all prices are quoted FOB, customs duties, import taxes, tariffs, customs-clearance fees and other destination charges are not included in the displayed price and remain the responsibility of the customer, 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.
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 or New York locations or, where possible, recommend a trusted specialist in your area. Please contact support@hermionedepaula.com to discuss fittings and alterations.
All quotations and timelines are provisional until the required work has been assessed.
Returns and Refunds
Nothing in this page affects your statutory rights.
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 may be returned for a change of mind. Please notify us within 14 days of receiving your piece, and return it within a further 14 days. The piece must be returned in its original condition, with all labels and tags attached and its original packaging.
Because Archive prices are quoted FOB from the piece’s current location, the customer is responsible for all outbound shipping, all return shipping and all duties, taxes, tariffs and customs charges in both directions. We will only refund the cost of the item itself.
Please contact us before purchasing if you would like additional photographs, condition information, measurements, fit advice or shipping details.
Please review our Return and Refund Policy for the complete conditions and return process.
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, as well as all outbound shipping, duties, taxes and tariffs as set out above.
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.