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Frequently Asked Questions

Order
Can I send an item as a gift?

Yes. Simply mention that in the SHIPPING INFORMATION and in the comment box add contact person and information.

Can the OUTLET dresses be tried on in your Showroom?

Yes! This option is available by making an appointment before coming to our Showroom.

Showroom Appointments (only for Romania): 

+40 723 26 92 00

 

How do I find the right size?

Sizing may vary by designer. MARIALUCIAHOHAN’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 according to your measurements.

How do I know that my order was placed successfully?

You will receive an order confirmation to your e-mail address once the order is 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.

How do I place an order online?

Shopping online is fun and easy! You save time and you can easily find the perfect dress for your event.

You can shop by using the navigation at the top menubar.

WHAT'S NEW -> the newest products on the OUTLET

FIND YOUR GOWN -> all available products 

You can filter your search by Occasions, Colors and Sizing.

 

Click on the image or ‘Details’ to access the product detail page for specific information for the selected product.

Please note that prices shown are in EUR, USD and RON, including VAT. Additional shipping costs will be added to your final purchase price at checkout. If you are purchasing outside the EU, prices will be linked to the current exchange rate and displayed in an approximate value. The final price for overseas customers will be calculated in accordance with the applicable exchange rate on the day your credit card company or bank processes the transaction.

To add a product to your cart, first select the color, then your size (if applicable) and click on ‘Add to cart’. Review the item(s) in your shopping cart. You have the option to delete items. You may click on ‘Continue shopping’ to continue browsing, or if you are ready to checkout, click on ‘Checkout’.

Finalize your purchase. For non-registered customers, please complete the “Billing Address” form. Make sure you fill out 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.

The payment can be made by credit card (Visa, Mastercard) or online e-banking and wire transfer.

Please carefully 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 agree to them.

Payment for goods will be made via the site in accordance with the procedure explained in the site. Your credit card will be temporarily charged following our acceptance of your order and the amount will be blocked until MLH OUTLET confirms by email the availability of the goods and shipment date. If the goods are not available, MLH OUTLET unblocks the amount and therefore will not charge the customer’s credit card. Once the goods are shipped, MLH OUTLET sends a shipping confirmation and AWB tracking number to the customer and the amount is now fully transfered to the MLH OUTLET account.

Payment
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

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

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.

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.

  1. We ship exclusively with TNT.
  2. MLH-OUTLET.com bears the transportation risk. We ship internationally to over 50 countries.
  3. Merchandise is generally ready for shipping 25 working days after the payment has been approved. Unless otherwise agreed, the delivery will be made within 1 to 4 business days calculated from the time it leaves our warehouse to the address indicated by the customer depending on the shipping method and destination.

The delivery period to countries that impose customs duty is 2 to 4 business days. Please note that we bear the costs for the shipment from our warehouse to your home, the insurance of the merchandise and any costs for supplementary documents. 

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 TNT.
What are your shipping rates?

Shipping rates depend on your shipping address as follows:

  • FREE - Romania
  • FREE - Europe, UE countries
  • FREE - Europe, non UE countries: Albania, Andorra, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Georgia, Iceland, Liechtenstein, Moldova, Monaco, Montenegro, Norway, Russia, San Marina, Serbia, Switzerland, Ukraine, Vatican City State
  • FREE - Rest of the world

Some large volume products may imply additional shipping rates, that you'll be notified about during the ordering process.

Where do I send wire transfer payments to?

Please make payments to:

 

 

Beneficiary name: MLH Creation Factory SRL

EUR: RO83FNNB007102555725EU01
USD: RO43FNNB007102555725US01
RON: RO29FNNB007102555725RO01
Swift: FNNBROBU

Bank address: bd. Unirii nr. 65, bl. G1, parter, sector 3, Bucuresti, Romania

Website security

To help ensure that your shopping experience is safe, simple and secure MLH-OUTLET.COM uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.

You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.
Digital Security Certificates.

Which payment methods do you accept?

You may pay your order at MLH-SHOP.com via credit card (Visa, Mastercard) or direct-ebanking from your online banking account.

Shipping
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).

Do you ship to where I live?

MLH-OUTLET.com ships worldwide.

How can I track my order?

As soon as your order is shipped, you will receive an email notification with a tracking number.
For international orders
Go to www.tnt.com

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

For orders within Romania please go to www.fancourier.ro www.fancourier.ro

Or Fan Courier Tracker

How do you ship your orders?

WORLDWIDE secure shipping by:     and  

Destination Service Cost Delivery
EUROPE, UE countries - global express     FREE 1-3 days
EUROPE, NON-UE countries     - global express FREE 1-3 days
REST OF THE WORLD - global express FREE 1-3 days
ROMANIA FREE 1-2 days

How long will it take for my order to arrive?

The articles are available on immediate stock. That is why it takes 4-6 working days for us to send them. Please add 1-3 working days for shipping.

Is my package insured?

We insure all packages in transit from mlh-shop.com to the delivery address against theft and accidental damage. Once the package has been signed for, it is no longer insured.

Where will my order be shipped from?

Orders are shipped from Bucharest, Romania where MLH Creationfactory is located.

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

Yes, but it will be processed as the return of the initial item and the purchase as a new item.

What is your return policy?

We gladly accept returns and exchanges within 14 days of receipt and offer a low-cost return service via our partner courier TNT (39 Euros). Returns received outside the above time frame are not to be accepted.

MLH-OUTLET.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 otherwise a 19 Euro fee will be deducted.  Upon receipt of any order without tags please notify us immediately if you wish to return the item. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Please note that we can only exchange an item for the same item in a different size. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check. Please note that the customer is allowed to exchange an item for a different size only once. Thereafter, the customer is responsible for additional shipping costs.

The merchandise must be returned along with the filled out Return Form that was included with in the package. Please note that unidentified returns/exchanges will be returned to the sender.

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. We are not obliged to cover any shipping costs that are not provided by TNT.

Return merchandise will be prepared and we will send TNT courier to pick up the package.

When will I receive a refund for returned items?

When all requirements have been met, we will notify you and refund the cost of the product(s), except the shipping back fee (and Top Priority Service fee if that is the case). Should you fail to meet any of the return policy requirements, you will be notified and may have the possibility to have the merchandise 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 14 working days should be calculated for the receipt of your returned merchandise and the return/refund process. The refund time frame depends on the credit card used. Please note that the refund will only be issued to the credit card used for the order. Normally credit appears within 30 days. In case the recipient of the product does not correspond with the buyer, a credit will be refunded to the original buyer and credit card holder. Wire transfer refunds usually take place within 10-14 days. The refund will only be issued to the same account from which the wire transfer payment was made. Please note that shipping back costs will not be refunded. Please note that store credit is non-transferable, non-refundable and does not expire.

Please keep in mind that the Top Priority fee and the Luxury Sur Mesure fee are not refundable.

Please be aware that international customs duties and sale 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

Who do I contact in case of return of an item?

Write us on customercare@mlh-outlet.com your order details and you'll receive the instructions by email.

General Questions
How do I contact Customer Care?

Write us an email at customercare@mlh-outlet.com or call us at +40 728 922 292

Showroom appointments (Only for Romania): +40 728 92 22 92.
Monday- Friday 10am - 18.30 pm (+2h GMT)

How do I unsubscribe from the newsletter/fashion updates?

In order to unsubscribe click here.

What if I forget my password?

Click the "Sign in" button and then click on the "Forgot your password?" option. Fill in the box with the email address you used to create the account and a new password will be sent to this address.

Or simply click here.

Whom can I contact in case of questions or problems?

Write us an email at customercare@mlh-outlet.com

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