Customer Care
Lead time and shipping
- Bespoke orders will take 2-4 weeks to make depending upon the time of year - Summer can be busy. This allows for specific materials to be sourced. Ready-to-wear hats and headpieces are usually shipped within 2-3 days. - UK orders usually take less than 48 hours to arrive.
- All UK orders are sent by Royal mail Tracked and Signed - please provide a shipping address where someone is available to sign. Tracking details will be emailed on dispatch.
- USA, Australia and New Zealand deliveries are Royal Mail Tracked - you will be given a tracking reference on dispatch.
- Shipping charges will be given at checkout before payment (please read Terms and Conditions)
- Please be aware that import tax applies in some countries and this will need paying my the customer. Please check rates in your country before ordering as it can be substantial in some areas of the world. Import duties for USA changed in 2025 so please check these before ordering.
- Shipping to USA, Australia and New Zealand usually takes up to 4 weeks but can be a lot quicker. Shipping to Europe is currently not possible for my business - the new regulations which came in April 2025 incur costs that I am not able to take on. I have also stopped shipping to Canada after multiple issues with the postal services there
Packaging
- All hats, headpieces and fascinators are packaged in new, recycled, acid-free tissue and a new, 100% recycled sturdy box for storage. I try to keep plastic use to a minimum using this for international deliveries only
Returns
- Please get in touch if there are any problems with your order when it arrives. I am happy to provide an exchange or full refund on receipt of the item which must be unworn, with labels and protective tape in place, and in its original packaging. The delivery cost of any return is non-refundable unless the item is faulty.