Returns Policy

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 specification, 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. Note that product colour variation can be due to monitor representation so whilst I make every effort to represent the colours of the millinery designs I offer on this site and also to describe the styles as accurately as possible, due to differences in screens and monitors, I am unable to guarantee that the colour you will see on your monitor will reflect the true colour of the product.

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, refund or pass a credit. In these circumstances, we will email you to advise of this, and will then arrange to return the hat to you. An invoice for the carriage charges incurred in the 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 – once 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.

Hat hire return arrangements – A rental agreement which both the customer and the milliner will sign agreeing to the stated hire terms, will be issued covering the terms and conditions of the hat hire arrangements including details of the security deposit and rental term. The hire period is 7 days from the date of collection to the date of return, inclusive. At the end of the period, the return of your headpiece will be at your expense, the hat should be returned either in person or via a recorded delivery service.

If you are returning the hat or headpiece from the Hire Collection by post please email to confirm the return arrangements, then pack it up securely in its original packaging. Send the hat back having obtained proof of despatch via a recorded delivery service, on or before Day 7 of the hire period. On receipt of your headpiece, once it has been examined and its condition confirmed as satisfactory, the deposit will be returned. However should the condition of the hat be found to have breached the hire conditions we will exercise our right to retain the security deposit. Furthermore, if the hat has to be written off due to its condition we will charge back the full retail value to the hiree ie the full retail price less the cost of the hire fee and security deposit.

In the event of a return of a delivery from outside Mainland UK you will be responsible for payment of all the return carriage charges, duties, and local taxes etc.

I reserve the right to amend the conditions relating to sales, prices, returns etc and edit the selection on the website at any time and without any notice.

E & OE