Cancellation policy

Made-to-Order Cancellation Policy

This policy applies to all products identified as Made-to-Order. Hermione de Paula does not offer subscriptions or try-before-you-buy purchases.

Made-to-Order Purchases

Made-to-Order pieces are individually created after an order has been placed, based on the size and options selected by the client. Full payment is collected at checkout unless alternative payment arrangements have been confirmed in writing.

Cancellations

Please contact us immediately at info@hermionedepaula.com if you wish to request a cancellation.

Once an order has been confirmed and work has commenced—including the allocation of materials, cutting, embroidery or construction—it cannot be cancelled. Any cancellation request received before work begins will be considered by the Atelier and will only be accepted once confirmed in writing.

Amendments

Changes to the selected size, colour, design or customisation cannot be guaranteed after an order has been placed. Where an amendment is possible, it may affect the price and lead time and must be confirmed in writing before any additional work begins.

Returns and Refunds

Made-to-Order pieces are created especially for each client and are non-refundable and non-exchangeable, except where required by law.

If your piece arrives faulty or materially different from its description, please contact us promptly with your order number, details of the issue and clear photographs. Nothing in this policy affects your statutory rights.

For further information, please review our Returns Policy or contact info@hermionedepaula.com.