Customer Service

SHIPPING INFORMATION

We currently ship to: Austria, Australia, Bahrain, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Indonesia, Ireland, Italy, Japan, Korea, Kuwait, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malaysia, Malta, Monaco, Netherlands, Norway, Oman, Philippines, Poland, Portugal, Qatar, Romania, San Marino, Saudi Arabia, Serbia, Singapore, Singapore, Slovakia, Slovenia, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Taiwan (ROC), Turkey, UAE, Ukraine, United Kingdom, United States.

All prices quoted on the website will be in £ GBP, € EUR or $USD.

When your order has been shipped, you will receive an e-mail confirmation containing your delivery tracking number with an estimated delivery window. A signature will be required upon delivery of your order.

All of our delivery windows are estimates only and once the courier has collected the item, we cannot guarantee delivery dates. 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.

We offer complimentary standard delivery for all UK orders and all orders over £200 / €200 / $250 for non-UK destinations.

Destination Standard (3-5 days) Express (1-2 days)
UK Complimentary £10
Europe €20 €30
US & Canada $40
Australia £35

There may be local duties and taxes incurred on your order depending on the destination country. You may be required to pay these import duties and taxes to the courier on delivery. Please contact your local customs office for further information.

When placing your order, please ensure all billing and shipping details are correctly provided. Once a delivery has shipped we are unable to re-direct packages and unable to take responsibility for lost packages that have been signed for as being received.

RETURNS POLICY

We aim to provide you with full satisfaction in regards to your experience with our website and services. If you are unsatisfied with your order, you can arrange to complimentary return and refund. Please notify us via email or phone of your intent to return within 14 days of receipt of your purchase(s). Returns received outside of this window or without notification may be rejected by our team.

  • To arrange a return, please:
  • Notify our team via email or phone of your intent to return and to obtain a return merchandise number (RMA).
  • Email: customercare@marykatrantzou.com
    Phone: +44 20 3468 9466 (Op 4)
  • Complete returns paperwork with RMA number and include in return package.
  • Our shipping team will arrange the return delivery with our courier services and will email instructions to book the return pick up and all required paperwork for your return shipment.

You may also elect to use your own return shipping service. We strongly recommend that you notify our team of any shipment tracking details and insure the return shipment as we are unable to accept responsibility for any loss or damage incurred during transit to our warehouse. Please address the return to the following address:

Mary Katrantzou Online Unit 7 (A&B)
Quadrant Business Centre
135 Salusbury Road
Queens Park
London
NW6 6RJ

  • The following conditions must be met for the return to be accepted and the refund processed:
  • Item(s) must be unworn, unwashed, and unused.
  • Item(s) must be returned the original condition received. All garment tags must still be attached and any packaging provided (shoe boxes, dust bags etc.) is considered part of the product and must be returned to receive a refund.
  • Items that have been returned without garment tags or seals will not be accepted.
  • Item(s) must be returned in the original packaging they were sent to ensure that products are received undamaged.

If the conditions as detailed above are not met for any returned items we shall notify you by e-mail. In such a case, you may have the option to have the products returned 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.

At this time, we are unable to process exchanges directly and recommend customers arrange a return for their original purchase and re-purchase replacement items directly on the site.

REFUNDS

We endeavour to assess and accept refunds within 3 business days of their arrival to your warehouse. Once your return has been accepted, you will receive an email confirmation of the refund being processed.

Please note that payment may take up to 10 business days to be received and that we are only able to process refunds to the original card of purchase.

Your refund will be processed minus any original delivery shipping charges selected. Please note we are unable to accept responsibility for any duties and taxes incurred on delivery and recommend customers contact their local authorities for any further information regarding these payments.

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 Stripe, 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.