FAQs
What is a Pre-order?
Preorders can be made in advance for our fashion forward designs of the upcoming season. By placing a Pre-order, you will be able to receive Paula Hian pieces before they are available to the general public and before colors are sold out. For special requests of any Pre-order, please refer to the “Custom Orders” policy and contact us at showroom@paulahian.com.
What is a Special Order and how can I place it?
Due to their popularity, many Paula Hian pieces are available only by special order. While we may be out of stock in your desired color or size, these items can still be ordered depending on yarn color availability. Please email us at showroom@paulahian.com to place a special order. We will make every reasonable effort to accommodate your request.
Please note: all special orders are subject to yarn color availability. All Paula Hian Designs are made exclusively in France using luxury yarn imported from Italy, with pursuit of perfection. Please allow 3 - 4 weeks from order placement to delivery.
What if I would like to make a small modification, such as length, to my Special Order?
This would be considered a Custom Order. Most of our pieces can be customized for you with an additional fee. Please contact showroom@paulahian.com with your requests to receive a detailed quote within 2 business days.
How do I know what size I am?
Please refer to the size chart below.
| PAULA HIAN KNIT COLLECTION MEASUREMENTS | |||||
|---|---|---|---|---|---|
| XS | S | M | L | XL | |
| SHOULDER TO SHOULDER | 14.5 | 15.7 | 16.3 | 16.9 | 17.4 |
| BUST | 33 | 34.6 | 36.2 | 37.8 | 39.5 |
| WAIST | 26 | 27.6 | 29.1 | 30.7 | 32.3 |
| HIP | 34.5 | 37 | 38.6 | 40.2 | 42 |
| ARM LENGTH | 22.7 | 22.8 | 23 | 23.1 | 23.2 |
| ARM WIDTH | 10.3 | 10.8 | 11.4 | 11.9 | 12.5 |
| WRIST WIDTH | 5.7 | 6.1 | 6.5 | 6.9 | 7.3 |
Can you ship internationally?
Yes. Please contact showroom@paulahian.com with any questions regarding international orders.
How much does shipping cost?
Ground shipping is always free to addresses within the United States. In cases which your Paula Hian pieces are needed within limited time, we gladly offer 2-day and next-day shipping with an additional fee so that you can shine in our exclusive designs on that special day. International orders result in extra shipping charges; amount of shipping fees vary by order sizes and countries of destination. For specific questions and concerns regarding logistics, please email us at showroom@paulahian.com
Is it possible to ship to multiple addresses?
Unfortunately, we can only ship your online order to one location. To ship to multiple addresses, please complete a separate order for each address.
Can I cancel my order?
Purchases may be cancelled before you receive your shipping confirmation. If there is a mistake on your order, please contact us at showroom@paulahian.com within 24 hours to modify your order. Special Orders cannot be cancelled once the production process has begun.
What is the return policy?
We want you to be completely satisfied with your Paula Hian purchase. If for any reason you are not satisfied, we will gladly accept your return of unworn merchandise within 14 days from the date delivered, with no cost to you if located in USA. All returned merchandise should include the original receipt, packaging, tags, and must be in exact and pristine condition as when it was received. Please note that Special Orders and Pre-orders can only be exchanged for store credit. Custom Orders are non-refundable. Please do not hesitate to contact us if any concerns or questions may rise during the order process.
How do I return my order?
All items in accordance with the return policy may be returned by mail. Please notify us at showroom@paulahian.com with the item you would like to return. Additionally, please note the reason(s) for return and whether you wish to exchange the item(s) or receive credit/refund (if applicable).
Return shipping is at the buyer’s expense only if located outside of USA. While we recommend shipping insured parcel post, you may utilize the carrier of your choice. Paula Hian Designs will not assume responsibility for reimbursement or compensation in the event that any return package is lost, stolen, or mishandled.
All returns will be credited to the original form of payment, unless otherwise specified. Please note that shipping costs will not be subject to refund. Any requested exchange item(s), if available, will be sent to you at no additional cost. New orders are subject to merchandise availability.
Please allow up to 14 business days for us to receive and process your return or exchange. We reserve the right to refuse return of any merchandise that does not meet the above return requirements.
Where do I find items I have seen in The Press?
If you cannot find what you are looking for please contact us at showroom@paulahian.com and we will be more than happy to assist you.