Your satisfaction is our top priority, and we want you to be completely delighted with your purchase. Our headpieces are crafted with love and precision in Vienna, and each piece undergoes meticulous quality control before shipping.
Each of our headpieces is a meticulously crafted work of art, not mass-produced, so delivery times may vary depending on whether your item is available immediately or requires custom creation.
We use Österreichische Post as our standard service for small to large packages. If your headpiece requires an extra-large box, we will notify you of any additional shipping costs.
Standard Shipping Rates:
Austria: €10
For in-stock items, please allow up to 7 business days for delivery.
European Union: €20
Delivery times within the EU vary by zone. For in-stock items, please allow 7 to 15 business days. Once your order is received, we will confirm the estimated delivery time based on your location.
International Orders (Outside the EU): €30
Delivery times vary by region. For in-stock items, please allow 10 to 20 business days. Upon receiving your order, we will provide an estimated delivery date based on your country. We aim to produce and ship your headpiece as swiftly as possible. If you need it by a specific date, please contact us via email before placing your order.
Customs & Duties:
Our atelier is in Vienna, Austria, in the very heart of Europe, and we happily ship worldwide. Please note that deliveries to some countries may take longer due to customs clearance, which can extend beyond the shipping times listed above.
The price you pay at checkout includes only the headpiece and shipping fees. Local taxes, customs fees, or import duties may be applied upon delivery and are not
Your satisfaction and timely delivery are our top priorities. If you have any questions, we are here to help!
Made-to-order items
Due to the nature of our bespoke creations, we do not accept returns or exchanges on made-to-order items. We are always here to guide you on style suitability, color matching, and measurements before you place your order. Please note that deposits for made-to-order items are non-refundable. These items are tailored to your specifications and are exempt from cancellation and cooling-off period rights. If your product arrives defective, please notify us via email with a description and a photo of the damage. We will handle the necessary repairs promptly
Sales or gift cards
Please be aware that sale items and gift cards are non-returnable and non-refundable.
Ready-to-wear
In-stock items that have not been customized can be returned within 14 days, in accordance with the cooling-off period within the European Union. If you wish to return an item, please email us at atelier@nielyhoetsch.com within 14 days of receiving it to arrange your return. We will provide you with a Return Form, which must be completed and included with your return.
Before placing an order, we encourage you to carefully review the product characteristics to ensure they meet your expectations. The product description page contains all necessary information, including the possibility of small imperfections in items made of natural leather or hand-woven materials.
Return Requirements:
To return an item, please ensure:
1. The item has not been worn, used, marked, or damaged.
2. The item is in its original condition: complete with the original packaging and tags.
3. You take all necessary precautions to protect the original box and the item during its return journey. You will be responsible for the cost of returning items.
We recommend insuring the parcel against loss or damage and retaining the tracking number. Once the item arrives back at our atelier, it will be inspected. If it meets our return criteria listed above, a refund for the original purchase price will be issued within 10 working days.
Please note that processing times may vary depending on your bank or credit card company. Refunds exclude any taxes, as well as original and return shipping costs or import duties incurred.
Thank you for choosing us; we are here to ensure your experience is nothing short of exceptional!