Ordering
We hope you enjoy our range of hats and caps, carefully selected from both the Windswept Collection® and the Couture Collection. From the tweed flat caps to the bridal headpieces and 'Ascot' hats, every piece has been made in our studio here in London. Originality and innovation are vital. But so are quality, comfort, and practicality. We ensure that every hat and cap meets the highest level of craftsmanship, and has that exclusive (and elusive) hand-made feel.
We can also be flexible. If you see something on our main website that hasn’t been selected for the online shop, do get in touch. Although it is always nice to meet clients in person at the studio, sometimes it may be possible to make bespoke items at a distance. Please note: depending on the hat or cap in question, we reserve the right to exclude bespoke items from the returns policy.
Buying online is great! But sometimes you really need to get a more tangible impression of a product, and of course actual colours can vary from what you see on your computer screen. We will happily send out swatches of any of our fabrics (subject to availability). Just email with your request(s).
How to order
Browse through the products pages, and select items by adding them to the ‘shopping cart’. Click on checkout to complete and pay for your order. You will have the option of creating an account with us: this will enable you to keep track of orders past and present, and will give you access to special offers and keep you up-to-date with new products. Alternatively, if you prefer, you can proceed to pay for your item(s) as a guest client.
Delivery
Once your order is received, we will send you a confirmation email, acknowledging the details of your order. All our hats and caps are individually hand-cut and sewn in our Central London studio to the highest standards of workmanship: whilst we aim to send out items within 7 days of receiving your order, there are times when it may be necessary to allow up to 30 days for despatch. At these times, we will notify you as early as possible with an approximate despatch date. As soon as the goods have been sent, we will send you an email confirming despatch. For most UK orders this will also be notification of next-day delivery.
In a hurry?
If you have an important deadline in mind for receiving the goods (if your purchase is a birthday present for example), please email us giving details of the product you wish to purchase and when you’d like to receive it before placing the order, so we can advise on availability. We will always try our best to accommodate such requests! There is also an opportunity for you to attach comments to your order during the checkout process.
Postage & packing
Postage and packing charges are as follows:
UK
Royal Mail special delivery* (guaranteed next day by 1pm): £10
* please note: a few UK post-codes are not eligible for this service.
Rest of Europe
Royal Mail International signed-for: £15 (delivery time approx 5 days from despatch, although no guaranteed date/time)
Please note that you will be responsible for payment of duties and local taxes (applicable to countries outside EU).
Rest of World
Royal Mail International signed-for: £20 (delivery time approx 8 days from despatch, although no guaranteed date/time)
Please note that you will be responsible for payment of duties and local taxes.
All orders will require a signature on delivery.
Please note:
Postage and packing charges for sales of the book 'Design & Make Hats' are as follows:
UK
Royal Mail standard 1st class: £2
Rest of Europe
Royal Mail standard airmail: £5
Rest of World
Royal Mail standard airmail: £8
Returns
We hope that you will be delighted with your purchase. But if you are not completely satisfied, we are happy to offer a refund or exchange. Please notify us by email within 48 hours of receipt, quoting your order number, the reason for the return, and whether you would like a refund or exchange. The goods must then be returned to us within 14 days. Please ensure that the goods are returned in the same condition in which you received them, and are re-packaged in the same way, with any tags remaining in place. Please note that you are responsible for the return, and so we strongly recommend that you use a recorded delivery service. Any goods which you may think you have returned to us but are actually lost in transit remain your responsibility.
Important, please note:
Refunds and exchanges will not be given on any items returned after 14 days.
Refunds and exchanges will not be given on any items that have been worn or used, and/or are in an un-saleable condition.
Refunds
If you have requested a refund, this will be issued once the goods have been received and checked by us. We will send you a confirmation email. Please note that we are not able to refund either the original or the return postage costs.
Exchanges
If you have requested an exchange, in the first instance the replacement item will be sent to you with no extra delivery charge. We will email you to notify when the replacement item has been sent. If the replacement item is a lower price to the original item, the difference will be refunded; if the replacement item is a higher price, the difference will be charged to you. Please note: After the initial exchange, if a further exchange is then requested, we reserve the right to pass on the delivery charges for subsequent replacement items. (Please see postage and packing charges, above).
Faulty goods
We pride ourselves on very high quality workmanship. However, in the unlikely event that you receive a faulty item, please email us within 48 hours of receipt, explaining the problem. Please do not send the item back until we have responded to your email, giving you returns instructions.
A note on I.P.
We take our intellectual property rights very seriously. All the products in our online shop, and on our main website, are protected by copyright, design rights and/or trademark rights as applicable. Please be aware that it is illegal to copy designs, or to assist other people in copying them.
Please see also our TERMS & CONDITIONS and our PRIVACY POLICY.