Faq Sections

ORDER
How do I place an order online?

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. 


How do I find the right size?

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.


Can I make alterations to a style before or after ordering?

No alterations can be made to a dress (before or after purchasing it) if ordered online. Small adjustments can be made only in our showroom.


How is my order confirmed and processed?

You will receive an order confirmation to your e-mail address once the order has been placed successfully. If you have chosen the "wire transfer" payment method you will receive an e-mail with the bank details required for this type of payment.

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 processes and shipped in 1-2 business days, adding another 1-2 business days for European deliveries or 2-4 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.


Can I cancel or modify my order?

If you have any modification requests or need to cancel, please contact customercare@mlh-shop.com / 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. 


Why is my order cancelled?

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. 


Can I send an item as a gift?

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.


What do I do if I am interested in a product that is sold out?

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.


Can the dresses featured on the website be tried on in your Showroom?

Yes, but only if you make an appointment before coming to our Showroom and specifying the styles you'd like to try on. This will allow us to check the item's availability.

Showroom Appointments (only for Romania): 

+40 723 26 92 00

 


Why do my products look different than those on the website?

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.


Payment
How do I pay? 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.

For the wire transfer please use the following bank accounts:

Beneficiary name: MLH Creation Factory SRL 

Bank: ING Bank N.V. Amsterdam – (Bucharest branch)

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

For payments in RON: RO45INGB0000999904723128 

For payments in EUR: RO18INGB0000999904723129    

For payments in USD: RO69INGB0000999904727449  

SWIFT: INGBROBU


Is it safe to pay online? 

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


Is my credit card info saved? 

We do not store any of your credit card information on our website. 


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 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.


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

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. 


What are your shipping rates?

We provide international free shipping. Except for local tax and delivery customs duties, depending on the destination, it's on us, not on you!


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

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 TNT/ FEDEX. 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. 


Shipping & Delivery
Do you ship to where I live?

MLH-shop.com ships worldwide. Orders are shipped from Europe.

Our MLH Creation Factory and headquarters are in Bucharest, Romania. The MLH brand can be found in 25 countries. Check our store locator. (link la pagina de stores).

Please note that purchases will not be processed and shipped to PO Boxes. 


How do you ship your orders?

WORLDWIDE secure shipping by:    

EUROPE, EU countries - expect 1-2 business days for shipping, and further 1-2 business days for delivery by your local courier. 

EUROPE, NON-EU countries - expect 1-2 business days for shipping and further 2-4 business days for customs and delivery by your local courier

REST OF THE WORLD - expect 1-2 business days for shipping and further 2-4 business days for customs and delivery by your local courier. 


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

For orders delivered in Romania please go to Fan Courier Tracker.


Where will my order be shipped from?

Orders are shipped from Europe. Our MLH Creation Factory and Office HQ are in Bucharest, Romania.


How long will it take for my order to arrive?

All items are already in stock and depending on the destination, delivery is done within 2-6 business days.

Please keep in mind that orders received after 1:00 pm (GMT+2H) will be processed starting the following business day.

 


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 6:00pm (GMT +2).


What are your shipping rates?

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, please be aware that returns are not free of charge. There is a 95USD fee for the US & rest of the world and 55EUR for Europe (EU &NON EU countries). 


Returns and Exchanges
What is your return & exchange policy?

We accept returns and exchanges within 14 business days of receipt. Returns received outside the above time frame may be accepted at the discretion of MLH if items returned are new, unused and with all MLH garment tags attached. 

RETURN FEES: 

USA & THE REST OF THE WORLD: 95 USD

EUROPE (EU &NON EU):55 EUR

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.

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. If the return parcel does not include the brand's original packaging an additional 19 Euro 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 TNT/FEDEX. We are not bound to cover any shipping costs that are not provided by TNT/FEDEX.

Return merchandise will be prepared as indicated in your client account after which we advise you contact directly your TNT/ FEDEX courier to pick up the package.


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. For more prompt reply, please contact us via Whatsapp during regular business hours (Mon through Fri, 10:00am to 6:00pm, +2 GMT ) at +40723 269 200


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

Yes, please see exchange/ return policy. You will be, however, asked to pay for the return shipping of the first item. 


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 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. 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 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


General Questions
How do I contact Customer Care?

Write us an email at customercare@mlh-shop.com or call us / whatsapp us at +40 723 269 200

Showroom appointments (Only for Romania): +40 723 26 92 00.
Monday- Friday 10.00am - 18.00pm (+2h GMT)


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.


How do I keep my account safe?

In order to keep your account safe, we recommend you follow the simple steps below. 

a) When setting your password, it must be at least 6 characters and contain at least one uppercase letter and a number. The longer your password is, the more secure it is. 

b) Use a unique password on MLH-SHOP. Using a unique password will ensure that if your password is disclosed on another website, it cannot be used on MLH-SHOP. 

c) Do not use the same password for your email accounts as you do on sites like MLH-SHOP

d) Change your password periodically. While we do not require users to change passwords after a period of time, it is recommended to update your password periodically. 

e) Change your password if you suspect that any of your accounts you use online on any website has been compromised.


How do I unsubscribe from the newsletter/fashion updates?

In order to unsubscribe click here.


Whom can I contact in case of questions or problems?

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