VIC BENEFITS

PAULANADAL – Client Services

At PAULANADAL, we honour craftsmanship. Every garment is made-to-order in our London atelier, shaped by a deep commitment to detail, material, and silhouette.

The following will guide you through our services.

Orders

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

Made-to-Order (standard size)
Ships within 15 working days.
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.

These times are estimated after the production time of the design.

London: Same or next working day
UK: 2–3 working days
International: 3–5 working days

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

Customs & Duties

For all international orders, please be aware that local customs duties and taxes may apply upon delivery. These charges are not included in the garment price and remain the responsibility of the client.

While we will always ship with the utmost care and efficiency, PAULANADAL is not liable for any delays or additional costs incurred through customs processes, as these are governed by local authorities and outside of our control.

We recommend checking with your local customs office if you have any concerns or wish to estimate possible fees before placing your order.

UK Orders – VAT

For orders delivered within the United Kingdom, a 20% VAT (Value Added Tax) will be automatically applied and clearly itemised at checkout. This is calculated based on the final value of your product and ensures compliance with UK tax regulations.

Returns & Cancellations

Due to the nature of our made-to-order service and for hygiene reasons, we do not offer returns or refunds.

We encourage clients to contact us or visit us prior to purchasing for any questions regarding:

Sizing
Measurements
Adjustments
Fabric or fit advice

Order cancellations are accepted within 24 hours of placing an order. After this period, your garment commences production and it can not be cancelled or modified.

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 typically last 45 minutes and 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 and non-transferable. Due to the limited capacity and exclusivity of these sessions, we kindly ask that you book your appointment at least one month 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

Once your order has been dispatched, PAULANADAL cannot accept liability for loss, damage, or faults that may occur during transit or after delivery. We therefore strongly encourage clients to inspect their items immediately upon receipt and to contact us within 48 hours should any concerns arise.

Your understanding and support in this matter are deeply 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.

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