PRODUCT AND CUSTOMER SERVICE

MYORDER@PAULANADAL.COM

PRESS

PRESS@PAULANADAL.COM

 

STUDIO

STUDIO@PAULANADAL.COM

WHOLESALE

SALES@PAULANADAL.COM

CAREERS 

INFO@PAULANADAL.COM

REPAIRS AND ALTERATIONS

Correct fit is very important for us, if you need alterations on your garments contact us at myorder@paulanadal.com alteration fees will be provide upon request. 

Repairs will be approved on case by case basis, if you have a product that need this service write us to myorder@paulanadal.com

YOUR ACCOUNT

To open your account simply click Log In on the top of our page. 

Having an account offers you a easy and fast way to order,  you will receive important information about your purchase and you will be able to track your order status. 

You will have all your personal information as address, phone number, email and information related to your account, make sure you are the only

person with access to your password. 

 

Sing up to receive emails and relevant information about promotions, news and product announcements.

PAYMENT METHODS

The order amount will be captured from your account as soon as your order has been placed.  PAULANADAL accepts:

Credit or Debit cards:

Visa, MasterCard, American Express

Paypal  

DELIVERY

 

UK
Standard shipping  -up to 15 working days                     FREE
Express shipping with DHL - 1 to 3 working days                £35

Made to measure- up to 15 working days                         FREE

SAME DAY DELIVERY-                 myorder@paulanadal.com 

 

INTERNATIONAL
Standard shipping  -up to 15 working days                     FREE

Express shipping with DHL - 1 to 3 working days               £40

Made to measure- up to 15 working days                         FREE 

    Order status

    All the orders are fully traceable

    You can always contact US or the delivery company if you have questions regarding your shipment. 

 

    Time Delivery 

    Please be aware that the delivery time is estimate. 

    The products made to order it may take up to 2 weeks from order confirmation via email.

    The products made to measure it may take up to 2 weeks from order confirmation via email.

    If we have stock of the item this will be faster to deliver.

    Kindly note that the delivery to rural places may take a longer delivery time. 

 

    Taxes and Duties

    All products are expressed in Pounds inclusive of taxes, this do not include the custom duties.

    For orders outside de UK: all applicable duties shall be borne by the customer. 

    PAULANADAL can not be held responsible for any action, cost, taxes or delays due to custom over which it has no control. 

 

    Order Policy 

    For security purpose, PAULANADAL reserve the right to ship first-time orders to the cardholder’s verified billing address or work address. 

    To avoid delays in receiving your order please provide the correct billing and shipping information associate with your credit/debit card when you place an order.

 

    Insurance 

    PAULANADAL insures each purchase during time in transit until it is delivered to you.  

    If you have specified a recipient order than yourself for delivery purposes, you also accept that signature by the third party

    is sufficient proof of delivery and fulfilment by PAULANADAL.

CANCEL/RETURN YOUR ORDER 

CANCELED BY US: 

If your order is cancelled by US you will receive an email which will explain the reason for the cancellation.

We will refund the full amount to your Debit/credit card. 

Occasionally, orders or parts of an order are cancelled by our system for various reasons:

    - Item is not available 

    - Difficulties in processing your payment information 

    - Can not ship to the address provided 

    - Duplicate order was placed 

        

CANCELED BY YOU:

Cancel your order:

You have the right to cancel your order before the order confirmation have been placed by us via email.

Once this is canceled we will refund to you the cost of the order as well the cost of the shipping within 5-7 days.

Send us an email to myorder@paulanadal.com and include the following: 

    1.    Name on the order.

    2.    Email address on the order.

    3.    Your request, concern. 

If you wish to cancel your order AFTER receiving the email or later than the first 48 hours (working days) after you placed the order

 you will follow the Standard method of Return, see Return Policy bellow. 

       

Return Policy: 

All our products are made to order. 

If you want to return the item or you changed your mind about your purchase will accommodate this request within 14 working days and exchange it for a STORE CREDIT. Store credits is issued once we received the products back to our studio, this store credit is valid for five years from the date they were issued.

No parcel will be accepted after the prescribed timeframe ( 14 days ), those will be refused and returned to the sender. 

 

The customer is responsible for the shipping back to our office and the customer will incur the shipping cost. 

- Products must be sent in the original conditions, packaging, accessories…

- Products must be unworn, unwashed and undamaged. 

 

To return an item, please read and follow the instructionsItems must only be returned AFTER you being in contact with

someone from our team, please read and follow the instructions:

Email myorder@paulanadal.com and include the following,

    1.    Name on the order.

    2.    Email address on the order.

    3.    Your request, concern. 

PERODUCT DAMAGED

If you received a damaged item or faulty you must contact us as soon as you received the order, you have up to 14 calendar

days and you must write us myorder@paulanadal.com including: 

    1.    Copy of the purchase invoice.

    2.    Name on the order.

    3.    Email address on the order.

    4.    Your request, concern, pictures of the damaged item or parts. 

 

If the item have to be returned or exchanged you will have to ship the product to our office and once we will

receive it we will investigate and refund to you the cost of the order as well the cost of the shipping within 5-7 days. 

PRE-ORDERS 

Pre-order discount will be applicable exclusively during a specific period of time and exclusively on the products selected by the brand. 

Conditions of returns: 

If there is something wrong with the item pre-ordered and received you should write to us immediately at myorder@paulanadal.com with the concern. 

Items must only be returned AFTER you being in contact with someone from our team, who will discuss how to proceed after assesment.

Return must be made up to 7 days after you receiving the item.  

Returns, size exchanges or if you change your mind prior to the shipment we will issue your with STORE CREDIT for the total amount of your product order.  

Delivery fee for the returns will not be covered.