Refund policy
Return and Refund Policy
Last updated: 9 August 2026
This policy applies to purchases made through hermionedepaula.com. Nothing in this policy affects your statutory rights.
Please contact info@hermionedepaula.com before purchasing if you require additional photographs, measurements, condition information, fit advice or other guidance.
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.
After notifying us, you must return the item within a further 14 days.
To qualify for a change-of-mind return, the item must:
- Be returned in its original condition
- Have all labels and tags attached
- Include its original packaging
- Not have been worn beyond what is reasonably necessary to inspect or try it on
- Not have been altered, washed, damaged or marked
We may reduce the refund if the item has been handled beyond what would reasonably be permitted when examining it in a shop and its value has consequently diminished.
Made-to-Order, Custom and Couture Pieces
Pieces made to your individual specifications or clearly personalised cannot normally be cancelled or returned for a change of mind.
Please contact us immediately if you wish to request a cancellation or amendment. Once production has begun - including material allocation, cutting, embroidery or construction - the order cannot normally be cancelled or changed.
Where a Made-to-Order product does not fall within a legal custom-made or personalised-goods exception, any applicable statutory cancellation 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. They may display minor marks, blemishes or signs of age, previous use, handling or storage. Disclosed characteristics will not ordinarily be treated as faults.
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 require further photographs, measurements or condition information.
Exchanges and Gift Cards
We do not guarantee exchanges because many pieces are unique or individually made.
Where a statutory refund is not required, an exchange or gift card may occasionally be offered at our discretion and subject to availability. This does not affect your legal rights.
How to Request a Return
Before returning any item, email info@hermionedepaula.com with:
- Your name
- Your order number or proof of purchase
- The item you wish to return
- The reason for the return
- Photographs where the item is faulty, damaged or materially different from its description
If the return is accepted, we will provide the correct return address and instructions.
Do not send returns to our registered office or any atelier, showroom, boutique or stockist unless expressly instructed in writing.
Return Shipping
For an authorised change-of-mind return, you are responsible for the cost of returning the item.
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.
International customers are responsible for correctly marking the parcel as a return and for any return customs documentation. Duties, taxes and customs charges are non-refundable except where required by law.
Faulty, Damaged or Misdescribed Items
If an item arrives faulty, damaged or materially different from its description, please contact us as soon as reasonably possible.
For UK consumers, the short-term right to reject faulty goods generally applies for 30 days after delivery. Further rights to repair, replacement, price reduction or refund may apply after that period.
Please provide:
- 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.
We are not responsible for damage caused by misuse, improper care, ordinary wear and tear or alterations undertaken after delivery. This does not limit rights relating to an underlying fault that was present when the item was supplied.
Following assessment, we may offer a repair, replacement, price reduction or refund, depending on the circumstances and applicable law.
Refunds
Approved refunds will be made to the original payment method.
Where statutory cancellation rights apply, we will process the refund within 14 days of receiving the returned item or receiving evidence that it has been sent back, whichever occurs first.
We will refund the price paid and, where required by law, the cost of the least expensive standard delivery service offered for the order. Additional charges for express or enhanced delivery are not refundable unless required by law.
Original customs duties, import taxes, tariffs and customs-clearance fees are not refundable by Hermione de Paula unless they were charged by us and the law requires their refund. You may need to apply directly to the relevant customs authority.
After we issue a refund, your bank or payment provider may require additional time to credit it to your account.
Model Cancellation Notice
You may use the following wording to exercise an applicable statutory right to cancel, although its use is not compulsory:
“To Hermione de Paula: I hereby give notice that I cancel my contract for the sale of the following goods:
Goods:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:”
Send your notice to info@hermionedepaula.com.
Contact
For all return and refund enquiries, contact: