Delivery And Returns
We deliver to over 100 countries around the world, and offer a variety of different shipping options to meet your needs:
Sameday London Premier Zone 1 – £10
Sameday London Premier Zone 2 – £15
Sameday London Premier Zone 3 – £30
Sameday London Premier zones are based on the equivalent of the London Underground zones 1, 2 and 3.
Next Day UK Mainland – £10
Channel Islands/ Republic of Ireland – £25
Europe – from £35 – 1 – 3 Day Transit Time
US – From £20 – 1 – 3 Day Transit Time
Rest of the World – from £45 – 2 – 5 Day Transit Time
Sameday London Premier orders will be delivered between 11am – 6.30pm Monday to Friday. Sameday delivery is only guaranteed for orders that have been verified and accepted by 3pm on weekdays.Any orders verified after this time will be delivered the following day.
All orders (with the exception of Sameday delivery) will be delivered between 9am-5pm Monday to Friday and will require a signature upon delivery. We are unable to amend address details or redirect orders once your items have been dispatched.
Please note that we do not dispatch any orders over the weekend. Weekend orders will be dispatched on Mondays. We aim to dispatch your order as soon as possible after we have verified the availability of goods, your payment has been authorised and all our fraud checks are complete. Order cut-off times, dispatch estimates and transit times are provided as guidelines only, and do not take into account possible delays caused by payment authorisation, adverse weather conditions, stock availability or other such events. If your order has not been delivered within the timeframe specified at per your confirmation email, please get in touch with us and we will assist you to track your parcel. As we process your order, we will inform you as soon as possible if any products you ordered become unavailable or have any known quality issues.
Please note that we will be closed on all UK Bank Holidays and will therefore only dispatch orders the following working day.
Tax, Customs and Duty
All prices indicated for UK and EC customers on our site are inclusive of UK Value Added Tax (VAT), currently set at 20%. Changes in VAT will be taken into account and may alter prices shown online for UK and EC customers. All prices indicated for Rest of World customers on our site are exclusive of UK Value Added Tax (VAT).
All countries are shipped to on a DDU (Delivery Duty Unpaid) basis, meaning product prices are displayed exclusive of all import duties, customs and local sales tax levied by the delivery destination country. As the recipient, you will be liable for all import duties, customs and local sales taxes imposed by the country being shipped to, payment on these is necessary in order to release your order from customs on arrival. Be aware that this may delay your delivery time as goods held at customs will be your responsibility to pay.
If you are buying from outside the UK, you may also incur duties levied by the jurisdiction to which you have specified delivery. Delivery charges are calculated according to the size, weight and destination of your order. The exact delivery charges for your specific order will be listed at the end of the online checkout process before you submit your order.
At Maria Grachvogel we are committed to ensuring the highest level of service. Whilst hoping that you are delighted with your order, if you are not perfectly satisfied with your goods we will gladly offer you a full refund. We must however stress that in order to receive a refund, the item(s) must be unworn and in perfect condition, with all garment tags still attached and in their original packaging.
Goods purchased online can be accepted as returns via our Online Boutique and OR can also be refunded at either of our London or Singapore boutiques, but cannot be refunded at any of our worldwide stockists.
If returning via the Online Boutique, it is advisable to send returned items by registered post or carrier and keep your proof of postage certificate, as we cannot be responsible for goods lost or damaged in transit. Please note that postal costs for returned goods are the customer’s responsibility and will be only be reimbursed in the case of damaged, faulty or incorrectly supplied goods.
All Returns Requests are required to be initiated within 7 days of receipt of your order. We recommend that you ensure all the items you wish to return are included in one return delivery. Subsequent returns for the same order will be accepted, however the shipping charges will be the responsibility of the customer. Please note, upon receipt of your Returns Number, you will have 3 days to dispatch your returns shipment.
Maria Grachvogel cannot be liable for any loss or damage to returned deliveries.
All returns requests must be completed online by logging in to your online account. If you wish to return any goods, please initiate your online request within 7 days of receipt of your order. Please select Return Items and indicate the items you wish to return, submit your Returns Request and wait for a confirmation email, restating a summary of the items being returned, your unique Returns Number as well as the collection date.
All returns requests must be completed online by logging in to your online account. If you wish to return any goods, please initiate your online request within 7 days of receipt of your order. Please select Return Items and indicate the items you wish to return, submit your Returns Request and wait for a confirmation email, restating a summary of the items being returned and your unique Returns Number. Upon receipt of your Returns Number, you will have a further 3 days to dispatch your shipment back to the below address. Please note it will be your responsibility to then arrange a convenient pick up date and time. You are also responsible for paying for your return to the following address:
Maria Grachvogel Returns
26 Brook street
Until the return arrives back to Maria Grachvogel, you are responsible for any losses or damages incurred.
Refunds and Gift Returns
We strive to process your refund within 14 days of the date of cancellation/return notice. All correctly returned products will be credited to the original purchaser’s credit card including sales taxes (for all EU shipments), excluding shipping charges. International customs duties and sales taxes are non-refundable for shipments outside the European Community (EU).
Should you wish to return a item, given to you as a gift, purchased at our online boutique we regret to inform you that we are unable to offer you the refunded money as refunds will only be credited to the purchaser. However, we would be delighted to assist you with any exchanges which must be done at the Maria Grachvogel Atelier, 26 Brook street, London W1K 5DQ or our Singapore store, #01-07, Palais Renaissance, 390 Orchard road 238871
Maria Grachvogel prides itself on outstanding quality and design. We have a dedicated team who regularly conducts quality checks of stock and verify the good condition of products. If you suspect that you have received a product with some kind of flaw, please contact us immediately. Please return the product as above for a full assessment. Should the item be deemed as flawed or faulty, we will refund your purchase in full, including all shipping and returns postage (excluding any customs duties or International sales taxes).
Special care has been taken in assuring that the colour of all products on our website matches the real product colour as accurately as possible. As different computer resolutions may indicate slight variation in sharpness and clarity of the colours, we are unable to guarantee the exact product colour as seen on screen.
Where the garment is made from silk, slight variations in fabric and colour are due to the natural characteristics of the silk fibre. Subtle differences like these add to the garment’s unique quality and beauty and should not be considered faults. Our knitted products are hand crafted and each garment possesses unique variances. To uphold its shape and character, please fold the knitwear; do not hang. Be gentle to your garment and cautious near sharp objects or jewellery.
Each garment has a care instruction label found on the inside of all garments. We advise you to carefully read specific recommendations for dry cleaning or machine washing, making sure professional dry cleaners are aware of and can comply with the advised cleaning cycles and standards.
By taking greater care of your Maria Grachvogel products, you can ensure their longevity.
Passing of property and risk
Entitlement to the products is passed to you on the date we receive full payment for the products ordered. Legal ownership of the items will immediately revert to Maria Grachvogel if we refund any such payment to you. Once a product has been delivered to and received by you, all risk of damage to, or loss of the product shall pass to you. All liability of returned goods shall remain with you until we receive them.