Customer Service

SHIPPING INFORMATION

We currently deliver to the UK, Europe, US, Canada, Singapore, Korea and Australia. All prices quoted on the website will be in £ GBP, € EUR or $ USD.

When your order has been shipped, we will send you a dispatch e-mail containing your tracking number as well as an estimate delivery time. A signature will be required upon delivery of your order.

All of our delivery estimates are estimates and once the courier has collected the item, we cannot guarantee any delivery date. Please note that in certain areas of the UK and Europe, only a limited range of delivery services is available. We will endeavour to dispatch your order as quickly as possible but we cannot be held responsible for delays as a result of remote delivery locations or weather conditions.

The costs are:

Destination Express (1-2 days) Standard (3-5 days)
UK £10
Europe €28 €20
US & Canada $45
Australia £35

We currently ship to: Austria, Australia, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Korea, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, United States.

We are not liable for any customs or duty taxes, which may be incurred. If ordering from outside the UK, additional charges may be added on receipt of delivery over which we have no control and for which we are not liable.

We will not be liable for a lost or missing order that has been signed for in a building, for example an office address that has been provided for delivery.

When placing your order please ensure that all the details concerning the billing and shipping details are correct, as we are unable to redirect packages once the courier has processed an order.

RETURNS POLICY

We aim to provide you with full satisfaction in regards to your experience with our website and services. If for whatever reason you are unsatisfied with your order, you can return your order for a refund or an exchange provided the returns are shipped back to our warehouse within 14 working days from the day after the package was delivered to you. If you are based within the EU, you have the right to cancel your order as stated by the Distance Selling Regulations, provided you give us written notice (via e-mail) of your cancellation within 14 days from the day after you receive your order.

Please note that if returning an item from the US, Canada or Australia, there will be a return fee of £12.

Terms and Conditions of Return or Exchange

  • The right of returning an item will only be accepted once the following conditions have been fulfilled:
  • Please correctly fill in the Return Form and send it with the package to the Vendor within 14 working days from the date after which you received the item;
  • Call our returns representative on +44 (0) 2034689466 and select option 4, to arrange for pickup and to obtain your unique Return Number. This number will only be valid for 24 hours once it has been obtained.
  • Attach the returns label provided to the outside of the box.
  • The item(s) must be unworn, unwashed, and unused;
  • The item(s) must be returned to us in the original condition in which it was received, including complete with garment tags still intact and where provided, dust bags etc; Items that have been returned without the tag or seal will not be accepted.
  • The item(s) must be returned in the original packaging they were sent in to ensure that the products are received undamaged.

You may return your items to us using your own shipper if you wish. If you do, we recommend that you insure the return shipment as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any loss of any item(s) you have chosen to send 
to us independently. You should address your return to:

Mary Katrantzou online

Carousel Ltd Distribution Centre

Unit 13

Upperfield Road

Sittingbourne

Kent


ME10 3UP

If we receive the products, and find that the criteria as detailed above, has not been met, we shall notify you by e-mail. In such a case, you may have the choice to have the products delivered to you at your expense. If you refuse to accept the return delivery, we reserve the right to retain the products and the amount paid for the original order.

Refund Times and Procedures

Once we have received the returned products and checked that the conditional criteria has been met, you will be sent an e-mail acknowledging that the returned products have been received and accepted. The refund procedure will start within 30 days of you informing us of the your decision to return your purchased products and once we have confirmed that the return has been carried out in compliance with the above-stated criteria. Your refund will be processed in whatever form of payment you used to originally purchase the items in the same currency.

SECURE PAYMENT

Payment can be made by Visa, MasterCard, American Express, Visa Debit, Visa Delta, Electron and JCB cards, and any other methods which may be clearly advertised on the Site from time to time. Payment will be debited and cleared from your account upon dispatch of your order by www.marykarantzou.com. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorized by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to www.marykatrantzou.com, we will not be liable for any delay or non-delivery.

We take reasonable care to make our Site secure. All credit/debit card transactions on this site are processed using Datacash, a secure online payment gateway that encrypts your card details in a secure host environment. If you are a registered www.marykatrantzou.com user, we will securely store your credit/debit card details on our systems. These details will be fully encrypted and only used to process card transactions which you have initiated.

To help ensure that your shopping experience is safe, simple, and secure, www.marykatrantzou.com uses Secure Socket Layer (SSL) technology.

Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Site.