VIC BENEFITS

Client Care and Order Services at PAULANADAL.COM

At PAULANADAL, we believe life should be effortless and considered. Guided by craftsmanship, ethical values, and conscious choices, we are committed to offering a seamless experience. Should you have any questions, concerns, or require further information regarding our policies, we would be delighted to assist you. Please contact us at studio@paulanadal.com

Orders

Each piece is made upon request. Our garments are offered in two formats:

Made-to-Order/ Semi-Bespoke (with adjusted measurements) Ships within 15 to 29 working days.
Full Bespoke and Couture/ from 3 months

We kindly invite you to read each product page to discover what services are included within each design.

Should you have any questions before placing your order, regarding fit, fabrication, or bespoke adjustments, we encourage you to contact us at myorder@paulanadal.com, or book a private appointment at our London atelier.

Shipping and taxes

We are pleased to offer complimentary express shipping on all orders above £500.

You will receive a tracking reference link as soon as your order has been dispatched.

UK: 1–3 working days after production time
International: 3–5 working days after production time

UK Orders – VAT

For orders delivered within the United Kingdom, VAT (Value Added Tax) is already included.

Outside the UK Orders- Customs & Duties

All prices are inclusive of taxes, customs, import duties

While we take the utmost care to ship every order efficiently and securely, PAULANADAL cannot be held liable for delays arising during customs clearance or within shipping carriers, as these fall outside of our jurisdiction.

PAULANADAL is also not liable for failed deliveries or returns resulting from client inaction, incorrect delivery details, or failure to accept delivery.

Parcels returned to us under such circumstances are non-refundable and may not be accepted. Should a re-delivery be requested by the client or a store credit be issued, any applicable customs, duties, taxes, delivery fees or any extraordinary fee relating the order it will be deducted from the total credit amount or invoiced for. Each case will be reviewed individually, and PAULANADAL reserves the right to make the final decision.

Returns & Cancellations

MADE TO ORDER, One- of-a-kind, Semi-Bespoke, Bespoke, Couture, Custom orders, private services, special services.

Due to the nature of our productions and services and for hygiene reasons, we do not offer returns or refunds or Store Credit for the items that carry the following name description: MADE TO ORDER, One- of-a-kind, Semi-Bespoke, Bespoke, Couture, Custom orders, private services, special services, private appointments, private Studio Visit. All sales are final sales after 24 hours from the purchase.

We encourage clients to contact us or visit us prior to purchasing for any questions, this can include:

Sizing
Measurements
Adjustments
Fabric or fit advice
Delivery date
Production time

IN STOCK items, designs that belong in our -SERVICE! -Page

Standard design and size only.

We recognise that exceptional circumstances may arise and remain committed to accommodating special requests whenever possible, within our operational capabilities and in an ethical manner. We kindly ask that you review the details below carefully and contact us prior to placing an order should you have any questions. Our team will assist you to the best of our ability

Order Cancellations

Orders may be cancelled within 24 hours of placement. In such cases, the transaction will be halted immediately and the cancellation confirmed.

After this 24-hour period, the garment enters production within our atelier schedule and cannot be cancelled or modified.

Production Pause & Store Credit

If you wish to pause production after the 24-hour cancellation window, we are pleased to accommodate this request. In such cases, a store credit for the full value of the order will be issued.

Return Requests (Store Credit Only) For items that are in transit or arrived to the destination.

Clients wishing to request a return for store credit for standard products while in transit to the destination, they must wait until the item has been delivered and submit a request via email within 7 days of the delivery date.

Return requests submitted after 7 days will not be accepted, and PAULANADAL reserves the right to refuse the return.

Return Shipping & Authorization

Once a return request has been approved, we will provide a return shipping label, which must be used to send the item back.

Returns shipped using a label not provided by PAULANADAL will not be accepted. In such cases, the sender will be responsible for any customs duties, taxes, or additional fees incurred.

Parcels must be shipped back within 14 days of the return label being issued. If the label is not used within this timeframe, it will be automatically canceled and the return request will expire.

Unauthorised returns will not be accepted under any circumstances.

Inspection & Store Credit Issuance

Once the parcel has safely arrived at our studio, the item will be carefully inspected. If the product is confirmed to be:

Unworn and unused
Returned in its original packaging
With all original tags intact

A store credit will be issued.

Please note that any extraordinary costs covered in the original shipment, including customs duties and taxes, will be deducted from the issued store credit.

Private appointments

Our atelier in London is available by private appointment for clients who wish to try on pieces, request fittings, or discuss bespoke options before placing an order.

Appointments may be held in person at the atelier or remotely via video consultation. Both types of appointments require a £200 fee (VAT included), which is fully redeemable against any order placed within 7 days of the consultation.

We warmly encourage every client to visit us in person where possible, this allows us to take your measurements during the appointment and archive them securely for close future references, streamlining the process of reordering or creating custom pieces. This is a complimentary service we offer to our clients to ensure precision and continuity.

Appointments are designed to offer you a personalised, one-to-one experience that reflects the care and detail of our house.

Once confirmed, appointments are non-refundable. Due to the limited capacity and exclusivity of these sessions, we kindly ask that you book your appointment in advance.

Please note, appointments will be temporarily suspended during annual holidays, including late December and early August, please contact us to see options and possibilities: myorder@paulanadal.com

Alterations & Repairs

We offer a discreet alteration and repair service exclusively for PAULANADAL garments.

Alterations may incur a fee
Repairs are considered on a case-by-case basis

Please contact myorder@paulanadal.com with your request.

Packaging and Shipping Liability

We carefully inspect all designs during packing and secure each parcel prior to dispatch. Once your order has been shipped, PAULANADAL cannot accept liability for any loss, damage, or defects that may occur during transit or after delivery.

We strongly encourage clients to inspect their items immediately upon receipt and to contact us within 48 hours should any concerns arise. This enables us to open a case and begin an investigation promptly, working toward the best possible resolution.

Please note that all shipments are insured. However, resolutions cannot be advanced until a case has been formally opened and confirmed with the courier company or other responsible parties.

Your understanding and support in this matter are greatly appreciated.

Payment Methods

We accept:

Visa
MasterCard
American Express
PayPal
Apple Pay
Google Pay

Payment is taken in full at checkout.

Contact

For all order-related questions, appointment requests, or garment consultations, we invite you to contact:

myorder@paulanadal.com

All communication is treated with discretion.

We thank you for your trust.

Store credit