Faq Sections
Use the MENU links to help you find what you are looking for and lead you to our product listings.
Once you have found an item you wish to purchase, select your size and click on the ADD TO SHOPPING BAG button underneath each item.
Review the items in your shopping bag by clicking the SHOPPING BAG icon at the right top of the page. You can use the REMOVE FROM BASKET link to delete items from your shopping bag. You can click on ‘Continue shopping’ to keep browsing, or if you are ready to finalize your purchase, click CHECKOUT.
At Checkout, you can either log into your account, create an account or checkout as guest.
Finalize your purchase. Please note that prices shown are in EUR / USD, including VAT. The final price for NON-EU customers will be calculated in accordance with the applicable exchange rate on the day your credit card company or bank processes the transaction.
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.
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.
You will receive an order confirmation to your e-mail address once the order has been placed successfully. Please make sure your contact details are filled in accurately so that we can reach you if necessary.
Sizing may vary by designer. MARIA LUCIA HOHAN’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. We strongly recommend to check your measurements for the bust, waist and hips in order to make sure you order the right size.
No alterations can be made to a dress (before or after purchasing it) if ordered online.
You will receive an order confirmation to your e-mail address once the order has been placed successfully.
Only, and only after our customer service team has confirmed your selection of product, respective pricing and applicable shipping conditions, is your order considered CONFIRMED.
We process and ship orders Mondays through Fridays, during business hours (10AM to 6PM, GMT +2). International orders placed after 1:00 PM (GMT+2H) will be processed starting the following day. All orders will be processed and shipped in 1-15 business days, depending on the items selected, adding another 1-2 business days for European deliveries or 3-7 business days for worldwide deliveries.
Please note that we do not ship on Saturdays, Sundays or holidays. International orders are subject to customs clearance, which may cause delays beyond provided delivery estimates.
If you have any modification requests or need to cancel, please contact [email protected] / whatsapp: + 40 728 922 288 within 24h after placing your order. We will do our best to accommodate your query. A cancellation fee will be retained to cover for bank commissions and other taxes. Depending on your purchase, our customer team will inform you accordingly.
We reserve the right to cancel an order placed by a customer with whom we have a dispute concerning a prior order or if we have reasonable cause to suspect that such customer has violated our TERMS AND CONDITIONS, or is engaged in fraudulent activity or for any other legitimate cause.
Yes. Simply mention the order is a gift in the comments field.
All orders are wrapped as gifts, so the packaging is just as luxurious as the item itself.
If you are interested in a product that is currently sold out, please find the NOTIFY ME WHEN AVAILABLE button on the product page and add your e-mail address to the Waitlist. Once the product is back in stock, we will contact you via e-mail.
Starting with March 2022, we are no longer taking showroom appointments. You can find us exclusively online and at our international retailers.
While every effort is taken to try to ensure that the coloring, design and style of the products in the photographs displayed on the website are representative of the original products, variations may occur due to two factors – all our products are handmade (fabrics, sewing, finishes, boxing); there may also be technical restrictions of color reproduction on your computer equipment.
You may pay your order at marialuciahohan.com via credit / debit card (Visa, Mastercard, American Express) through Stripe.
The currencies showcased on our website are USD & EUR. Europe-based clients pay in EUR. For the rest of the world prices are shown in USD.
We use Secure Sockets Layer ("SSL") technology to protect the transmission over the Internet of your payment card data. You can check the security of your connection by looking at the URL line of your browser. When accessing a secure site, the first characters of the site address change from "http" to "https." If you are using a web browser or firewall that does not permit communications through secure sites, you will not be able to make purchases on the Site.
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
We do not store any of your credit card information on our website.
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 our carrier.
All shipments destined for countries outside the European Union, as required by Customs regulations, are accompanied by an invoice declaring the value of the merchandise.
We ship to EU & USA on a DDP (Delivery Duty Paid) basis. This means that all relevant import taxes and duties are included in the product price. If a DDU (Delivery Duty Unpaid) destination of shipment is selected, product prices displayed are exclusive of all taxes and duties. Thus, for all shipping destinations, excluding the EU & USA, customs duties and taxes are applicable. It is your responsibility, as recipient, to pay these charges on delivery. The amount of customs duties and eventual sales taxes are subject to each country's imports policy. Please consult your local authorities for more details.
We provide international free shipping. Except for local tax and delivery customs duties, depending on the destination, it's on us, not on you!
However, international returns are not free of charge. Please read our Returns and Exchanges section in order to find out all the details.
All prices are final and include shipping. The custom duties and taxes are to be borne by the client (Excluding USA). The prices of custom duties and taxes are set by your local customs. You should contact them directly.
We ship exclusively with DHL. Maria Lucia Hohan bears the transportation risk and the responsibility of sound delivery by the carrier. We ship internationally to over 50 countries.
The delivery period to countries that impose customs duty is 4 to 6 business days.
MARIA LUCIA HOHAN ships worldwide with a few exceptions (UK, MEXICO, RUSSIA), in observance with certain customs restrictions & limitations.
As soon as your order is dispatched, you will receive an email notification with a tracking number.
For international orders, please go to DHL website to track & trace your order by the AWB number provided in your email.
For orders delivered in Romania please go to Fan Courier Tracker.
Orders are shipped from Europe. Our MLH Creation Factory and Office HQ are in Bucharest, Romania.
Yes. All orders are shipped via DHL and might require a signature from the recipient.
We process and ship orders during our business hours, excluding holidays. Our normal business hours are Monday to Friday 9:00am to 6:00pm (GMT +2).
We provide international free shipping. Except for local tax and delivery customs duties, depending on the destination, it's on us, not on you!
Because of the very high amount of orders, most of the items are available to pre-order. Crafting one of our intricate designs takes 15 business days. If you need your item faster, we can expedite its production to 5 business days. This service costs 500 EUR / 550 USD / 1500 LEI. Garments made with pre-order can be returned in 14 business days. The expidited production fee will not be refunded.
However, please be aware that returns are not free of charge. If you are returning your order from Europe (EU & NON EU countries) there is a 55 EUR fee. If you are returning your order from the US & the rest of the world, there is a $ 95 fee per dress. This sum covers the cost of international transportation. If you are returning your order from Romania, there is no fee.
WE DO NOT ACCEPT RETURNS, EXCHANGES OR PRICE ADJUSTMENTS FOR FINAL SALE ITEMS OR ITEMS BOUGHT FROM THE ARCHIVE SALE
Because we want you to look and feel great in our creations, they are designed to fit as well as possible by incorporating adjustable elements, such as the straps and the lace-up backs.
If you are unsure of the size you need, you can always consult with our Customer Care team. Please contact us on Whatsapp +40 728 922 288 or via e-mail [email protected] – we would love to assist you in finding the perfect size for your silhouette!
In case the item you purchased does not fit you well, you can return or exchange it within 14 business days of receipt.
If you are in-between sizes and wish to ensure the perfect fit, you can opt for a made-to-measure dress. Made-to-measure items cost 500 EUR / 550 USD / 1500 LEI more than the prices shown on our website and are non-returnable. Crafting a made-to-measure product takes 7 days. Our standard sizes range from 34-46. We create sur mesure within this range.
Items made in custom colors cost 500 EUR / 550 USD / 1500 LEI more than the prices shown on our website and are non-returnable.
Because of high demand some styles/sizes are sold out but they are available to pre-order with a delivery term of 45 days. We offer you the option to prioritize production to 10 days for a fee of 550 EUR / 600 USD / 2500 LEI. Pre-orders cannot be returned after more than 14 days. Please note the expedited shipping service fee is non-refundable in case of return.
RETURN FEES:
USA & THE REST OF THE WORLD: $ 95 per item. US citizens are required by law to provide their ITN/EIN number for orders higher than $ 2500.
EUROPE (European Union): 55 EUR per item
ROMANIA: FREE
An order that has been shipped but the recipient refuses to have delivered will be returned. For such a situation, we will deduct from the refund 10% off the price of the order.
MARIALUCIAHOHAN.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. If the return parcel does not include the brand's original packaging an additional 19 Euro / $ 19 fee will be deducted from your refund. Upon receipt of an order without tags please notify us immediately. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
In case of a returned item that is not in its original condition, 30% off the price of the item will be deducted from the refund.
The refunds should appear on your bank statement in up to 14 business days (how long depends on your card issuer).
Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check. This process may take up to 7 days from the date of your return. 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 from your client account, along with the Return airway bill.
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 DHL. We are not bound to cover any shipping costs that are not provided by DHL.
Return merchandise will be prepared as indicated in your client account after which we advise you contact directly your DHL courier to pick up the package.
Sign into your Client Account, go to Order History and Details and click `Details` next to the order you wish to return/ exchange. Select the item(s) and click Request a Return.
You will receive an email with your return/ exchange confirmation.
Put the item you wish to return / exchange along with other branded packaging accessories (hanger & garment bag) in the original box or similar one. Please make sure the garment still has its seals and tags and has no signs of wear/ alter/ wash.
Place the Air Waybill label on your package along with the Return Proforma Invoice – completed with the corresponding details. Sign the documents.
Book your pick-up courier by calling local DHL.
RETURN FEES:
USA & THE REST OF THE WORLD: $ 95 per item. US citizens are required by law to provide their ITN/EIN number for orders higher than $ 2500.
EUROPE (European Union): 55 EUR per item
ROMANIA: FREE
Yes, please see our Returns and Exchanges policy. You will be, however, asked to pay for the return shipping of the first item. The shipping cost for Europe (EU & non EU) is 55 EUR, while for the USA and the rest of the world it is $95.
When all requirements have been met, we will initiate the refund for the cost of the product(s), minus the shipping fee of 55 EUR (if you are in Europe) or $ 95 if you are in the USA or the rest of the world, 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 moment we initiate the return/refund process. The refund time frame depends on the credit card used or bank policy. Please note that the refund will only be issued to the credit card used for the order. Please note that shipping costs will not be refunded.
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 [email protected]
Contact us via email at [email protected] or via Whatsapp at +40 723 269 200
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Write us an email at [email protected] or call us / whatsapp us at +40 728 922 288