-All our hats, headpieces and accessories are of the highest handmade couture quality. Each piece is made from carefully selected couture fabrics, and as such they are enhanced by the natural characteristics of the fabrics themselves, making each hat and headpiece unique.
Any returns are subject to the Returns Policy outlined in the relevant paragraphs below – should you feel you need to return your hat or headpiece, or if when you received it you found it to be faulty, please email me within 7 days of receipt giving full details and images of the issues concerned.
Ready to Wear items – if your item has been purchased directly from the Online Store goods may not be returned for a refund unless faulty, damaged or the wrong item has been sent. A Ready to Wear item which has been customised at the customer’s request is subject to the same terms and conditions as a bespoke couture order. In the first instance please email with details as well as images of the fault, within 7 days of receipt, and await a return authorisation.
Bespoke and couture orders – as each bespoke couture item is handmade to order to your requirements and personal selection, and as your order has been made to your requirements, goods cannot be returned. The only exceptions are if the order is faulty, damaged or the wrong item has been sent. In these circumstances, please email with details as well as images of the fault, within 7 days of receipt, and await a return authorisation.
Eligibility for return – if a return is agreed you will be responsible for the costs of returning the goods. The items must be returned to us in perfect condition – unworn, unmarked, with any tags intact and in place. If, when your hat is returned it shows any signs of wear, including marks or make-up, we will not be able to accept your return or pass a credit. In these circumstances, we will email you to advise and then arrange to return the hat to you. An invoice for the carriage charges incurred in this return will be submitted to you, for payment before the item being returned is re-despatched.
Procedure for return – wrap the hat or headpiece securely placing it carefully in the box that it was delivered to you in. We recommend getting a tracking number when items are sent back as we cannot be responsible for any item lost or damaged in transit. Please email providing proof of a stamped and signed despatch certificate (POD) of its return.
Where the incorrect item was sent out in error – and an exchange has been agreed, it will be possible to arrange an exchange. However, the replacement item can only be despatched after the returned goods have been received back at my studio, checked and approved. In these circumstances, you will not be charged for shipping on any exchange/replacement items sent. We will advise you by email when the replacement has been despatched.
Postal charges – if we delivered the item to you in error, or the item is faulty, we will refund your return shipping costs
Frustrated deliveries – If you purchase an item that is sent to you and subsequently returned to me due to a frustrated or non-delivery/collection, you will be liable for any carriage charges incurred. Should you request the item to be redelivered to you, as the original carriage charges are non-refundable, the original carriage charges will be levied again. The status of the item itself is subject to the clauses in the Returns Policy as stated above.
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