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Frequently Asked Questions

Order
Can I cancel my order?

You can cancel your order within 24h from the day you received the Order Confirmation. Any order canceled outside this time frame will lead to a 30% deduction from your refund, along with any aditional fees.

Can I send an item as a gift?

Yes. Simply mention the new shipping address in the comments field.

All orders are wrapped as gifts, so the packaging is just as luxurious as the item itself.

How do I find the right size?

Sizing may vary by designer. MARIALUCIAHOHAN’s sizing is FRENCH.

Please click on ‘Fit &Size’ for each individual item for specific sizing details.

Please check the size chart and find your size accordingly.

How do I know that my order was placed successfully?

You will receive an order confirmation to your e-mail address once the order has been placed successfully.

How do I place an order online?

Shopping online is fun and easy! You save time and you can easily find the perfect dress for your event.

You can shop for an event (Red Carpet, Cocktail, Party or Separates ) or for the big day: your wedding (Bridal, Engagement)!

Click on the image or ‘details’ to access the product detail page for specific information and sizing options for the selected product.

Please note that prices shown are in EUR, including VAT.  If you are purchasing outside the EU, prices will be linked to the current exchange rate and displayed in an approximate value. The final price for overseas customers will be calculated in accordance with the applicable exchange rate on the day your credit card company or bank processes the transaction.

To add a product to your cart, first select your size (if applicable) and click on ‘Add to cart’. Review the item(s) in your shopping cart. You have the option to delete items. You may click on ‘Continue shopping’ to continue browsing, or if you are ready to checkout, click  ‘Checkout’.

Finalize your purchase. For non-registered customers, please complete the “Billing Address” form. Make sure you fill in all fields marked with *. If you have already registered with us, simply login using you e-mail address and the password you created for the account.

The payment can be made by credit card (Visa, Mastercard).

Please read our Terms and Conditions prior to placing your order. Every time you place an order with us, you will need to confirm to have read and agreed to them.

Payment for goods will be made through the website in accordance with the procedure explained on the website. Your credit card will be temporarily charged following our acceptance of your order and the amount will be blocked until MLH SHOP confirms by email the availability of the goods and shipment date. If the goods are not available, MLH SHOP unblocks the amount and therefore will not charge the customer’s credit card. Once the goods are shipped, MLH SHOP sends a shipping confirmation and AWB tracking number to the customer and the amount is now fully transfered to MLH SHOP account.

What is the MLH luxury-sur-mesure service?

MLH luxury-sur-mesure service was created especially for you, in order to receive the dress of your dreams, perfectly fitted on your body.

All you have to do is to fill in the measurements (in centimeters) required for individual pattern making such as height (ex.170cm), bra cup size (ex.34C), waist (ex.65cm), length from the waist (ex. a mini dress measures aprox.50cm from the waist down to hemline and a floor length gown measures aprox 115cm from the waistline down to hemline), hip (ex.95cm), heel height (ex.13cm).

We can only create sur-mesure gowns with measurements between 34-44 french size, with bra cups B, C, D only (we cannot process orders with A, E, F, G bra cups for technical reasons)

What type of orders are there available?

You can place an order with MLH-SHOP.com :

1. IN-STOCK order: shipping within 5-7 business days.

2. PRE-ORDER: 15 business days production time, with an additional 1-3 business days required for shipping worldwide. *Please keep in mind that for non EU countries, your local authorities will hold on to the package for a few more days for customs procedures. You may ask them directly about additional costs involved and an estimation regarding their required time before releasing it into your custody.

3. TOP PRIORITY: a service created for our clients in a rush, searching for Luxurywear for their upcoming event. For the extra fee of  299 euro/345 USD you can get your MLH order shipped within 7 business days (half the time of a pre-order), with the additional 1-3 business days to ship worldwide.

4. LUXURY-SUR-MESURE:

- a service that celebrates our unique clients, looking for a custom made Maria Lucia Hohan item. For the extra fee of 390 euro/ 420 USD our Luxury-Sur-Mesure department will collect your measurements and body photos (please upload - into you Client Account - images of yourself in a swimsuit or lingerie, taken from the neck-down so that we can get a better idea of your body proportions) in order to create the perfect fitting for your dress. This means that a pattern for that particular style will be created especially for you, the item will be one-of-a-kind and any small adjustments such as adding spaghetti straps or adjusting the length will be included in this extra fee.

- production time required is 30 business days, with the additional 1-3 business days required for worldwide shipping.

 

Why is my order canceled?

 We reserve the right to cancel an order if we have reason to suspect a payment fraud. You will be notified by Customercare through email regarding a cancelation.

Payment
Antifraud system

3-D Secure Vendor & Shopper Protection
Expert Fraud Checking System
Automatic filters for suspicious transactions
Suspicious transactions manual checking
Secure Order Page Hosting
Notification for fraudulent online transaction attempts

Do I have to pay custom duties and taxes if my order is shipped outside to EU?

All prices are final and include shipping. The custom duties and taxes are to be borne by the client (Excluding USA).

How much are the custom duties and taxes for my order?

All prices are final and includ shiping, taxes and custom duties.

  1. We ship with TNT worldwide and DHL for USA.
  2. MLH-SHOP.com bears the transportation risk. We ship internationally to over 50 countries.
  3. Merchandise is generally ready for shipping within 25 working days from the moment the payment has been approved. Unless otherwise agreed, the delivery will be made within 1 to 4 business days calculated from the time it leaves our warehouse to the address indicated by the customer depending on the shipping method and destination.

The delivery period to countries that impose customs duty is 2 to 4 business days. Please note that we bear the costs for the shipment from our warehouse to your home, the insurance of the merchandise and any costs for additional documents. 

I live outside the EU. Do I still have to pay VAT?
Yes. Final purchase price for orders shipped outside the EU will be calculated with local VAT at checkout. Please note, that duties for your country will be applied and invoiced separately through TNT.
What are your shipping rates?

Shipping rates depend on your shipping address as follows:

  • FREE - Romania
  • FREE - Europe, UE countries
  • FREE - Europe, non UE countries: Albania, Andorra, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Georgia, Iceland, Liechtenstein, Moldova, Monaco, Montenegro, Norway, Russia, San Marina, Serbia, Switzerland, Ukraine, Vatican City State
  • FREE - Rest of the world

Some large volume products may involve additional shipping rates, that you'll be notified about during the ordering process.

Please keep in mind that the return shipping costs will be covered by the client.

Where do I send wire transfer payments to?

For the wire transfer please use the following bank accounts:

Beneficiary name: MLH Creation Factory SRL

Bank: ING Bank N.V. Amsterdam - sucursala Bucuresti

Bank Address: Bd. Iancu de Hunedoara nr. 48, Sector 1, 011745, Bucuresti, Romania

IBAN:

EUR: RO83FNNB007102555725EU01
USD: RO43FNNB007102555725US01
RON: RO29FNN
B007102555725RO01

SWIFT: INGBROBU

 

 Website security
To help ensure that your shopping experience is safe, simple and secure MLH-SHOP.COM uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.

You will also notice that when you look at the location (URL) field at the top of the browser you will see it starts with 'https:' instead of the normal 'http:'. This means that you are in secure mode.
Digital Security Certificates.

Which payment methods do you accept?

You may pay your order at MLH-SHOP.com via credit card (Visa, Mastercard) or e-banking from your online banking account.

Shipping
Do I need to sign for the package?
Yes. All orders are shipped via TNT and will require a signature from the recipient.
Do you ship on weekends and national holidays?

We process and ship orders during our business hours, excluding holidays. Our normal business hours are Monday to Friday 9:00am to 5:30pm (GMT +2).

Do you ship to where I live?

MLH-shop.com ships worldwide.

How can I track my order?

As soon as your order is dispatched, you will receive an email notification with a tracking number.
For international orders
Go to www.tnt.com  or  www.dhl.com 

Or TNT Tracker to track & trace your order by the AWB number provided in your email.

For orders delivered in Romania please go to  www.fancourier.ro

Or Fan Courier Tracker

How do you ship your orders?

WORLDWIDE secure shipping by:             

Destination Service Cost Delivery
EUROPE, UE countries - global express     FREE 1-3 days
EUROPE, NON-UE countries     - global express FREE 1-3 days
REST OF THE WORLD - global express FREE 1-3 days

ROMANIA

FREE 1-2 days

How long will it take for my order to arrive?

In stock items are dispatched within 3 business days and shipping takes an additional 1-3 business days 

Is my package insured?

We insure all packages during transit from mlh-shop.com to the delivery address against theft and accidental damage. Once the package has been signed for, it is no longer insured.

Where will my order be shipped from?

Orders are shipped from Bucharest, Romania where MLH Creationfactory is located.

Returns and Exchanges
Can I exchange an item for the same in a different size?

Yes, but it will be processed as the return of the initial item and the purchase as a new item.

What is your return policy?

We accept returns and exchanges within 14 working days of receipt and offer a low-cost return service via our partner courier TNT (49 Euros/55 USD) or DHL for world wide returns while returns in Romania are free-of-charge. Returns received outside the above time frame are not to be accepted.

MLH-SHOP.com will only accept returns on non-faulty items that are in their original condition, have not been worn, altered or washed, with all tags attached and in its original packaging, with hanger and garment bag included, otherwise a 19 Euro fee will be deducted.  Upon receipt of an order without tags please notify us immediately if you wish to return the item. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check. Please note that the customer is allowed to exchange an item for a different size or style, only once.   

The merchandise must be returned along with the Return Proforma invoice signed in 5 copies after downloading it form your client account, along with the Return airway bill. Please note that unidentified returns/exchanges will be returned to the sender.

The merchandise must be returned in one mailing. We reserve the right to refuse multiple returns at different times from one order. We are not responsible for damaged or lost packages that are NOT shipped via TNT. We are not obliged to cover any shipping costs that are not provided by TNT/DHL.

Return merchandise will be prepared as indicated in your client account after which you can contact TNT/DHL to pick up the package.

When will I receive a refund for returned items?

When all requirements have been met, we will initiate the refund for the cost of the product(s), minus the shipping fee, or any other extra services that may have applied to your order. Should you fail to meet any of these requirements, you will be notified by e-mail and the merchandise may be returned to you. We are however, not responsible for any additional shipping costs. Should you refuse to accept the returned merchandise, we reserve the right to keep the item and the corresponding amount that was paid.

A time frame of anywhere between 10-14 days should be calculated for the receipt of your returned merchandise and the return/refund process. The refund time frame depends on the credit card used. Please note that the refund will only be issued to the credit card used for the order. Normally credit appears within two months. In case the recipient of the product does not correspond with buyer of the product, a credit will be refunded to the original buyer and credit card holder. Wire transfer refunds usually take place within 10-14 business days. The refund will only be issued to the same account from which the wire transfer payment was made for the order. Please note that shipping costs will not be refunded. Please note that store credit is non-transferable and does not expire.

Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).

For any further questions regarding our RETURNS AND EXCHANGES, please contact us at customercare@mlh-shop.com

Who do I contact in case of return of an item?

Write us at customercare@mlh-shop.com about your order details and you'll receive the instructions by email. They are also provided in your client account.

General Questions
How do I contact Customer Care?

Write us an email at customercare@mlh-shop.com or call us at +40 728 922 288

Showroom appointments (Only for Romania): +40 723 26 92 00.
Monday- Friday 11.00am - 17.30pm (+2h GMT)

How do I unsubscribe from the newsletter/fashion updates?

In order to unsubscribe click here.

What if I forget my password?

You should press the "Sign in" button and then choose the "Forgot your password?" option. Fill in the field with the email you used to create the account and you'll receive the password on this e-mail address.
Or you may go directly here.

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