Frequently Asked Questions


(1) Returns

Do you accept returns?

Yes, for customers within the EU - but please check our full returns policy. Items that have 'made to order' in product descriptions and items that we've made or adapted to your specifications cannot be returned.

How do I return an item?

Please firstly check our returns policy to make sure you are entitled to a refund and then check the guidance and download a returns form. Please make sure you cancel your order within 14 days of delivery - you can do this using our Contact Us form. Orders should be returned using recorded delivery with items in their original condition and using all the packaging and packing they arrived in (unless this was damaged in transit). More details are available in our full returns policy.

Can I order a number of items to try and then return those I don't want?

Yes, providing you are within the EU (many of our customers do this). Here's our full returns policy. Items that have 'made to order' in product descriptions and items that we've made or adapted to your specifications cannot be returned.

How quickly will I get my refund?

Refunds are paid within 14 days of order return (the date on which we received your order back).

(2) Delivery

How fast is delivery?

Full details by product type and geographical areas are available on our Delivery page. For UK customers we offer standard (within 5 working days), express (within 3 working days) and sometimes next day delivery. We also offer standard international delivery for customers outside the UK. International delivery times are roughly in line with the times advertised by Royal Mail and Parcelforce - please contact us for further details. If you need an order faster than the available options online, please contact us and we will try to help.

I need my order quickly, can I arrange a faster delivery?

If you need an order faster than the available options online, please contact us and we will try to help.

How are items sent?

We use Royal Mail and Parcelforce. The vast majority of orders are sent in strong cardboard boxes. The few items we sell that can be flattened without damage are sometimes sent in jiffy bags.

(3) Sizing

What size are your hats?

The majority of our hats come in one size only, which is medium (57cm; 22 1/2 inches; UK size: 7; US size: 7 1/8). Please check individual product pages for more information.

Are your hats size adjustable?

Many of our hats have internal size adjusters that can be used to reduce the size of the hat - this will be in the product description, so please check individual product pages. Hats without this can be reduced in size using hat tape or hat cushions - available here.

How can I reduce the size of a hat if it doesn't have a built in size adjuster?

We sell hat tape and hat cushions to reduce the size of hats - available here.

How can I measure to see what size hat I need?

We recommend that you use some string or fabric measuring tape to accurately measure your head. The measurement to take is across your forehead and above your ears. Hat sizes are available on individual product pages. Please note, where hats have an internal size adjuster they can be adjusted to fit smaller heads. Alternatively, we also sell hat tape and hat cushions to reduce the size of hats - available here.

(4) Alteration and Design Services

Are you able to make a bespoke piece for me?

Yes, we use a number of small UK Milliners to offer bespoke services to our customers. We can match or contrast your outfit, adapt an existing design or create something completely new and original. We advise that you look through the many Milliner designed pieces we have online to get some ideas and then have a look at our Milliner profile pages. Then contact us to get the ball rolling.

Are you able to alter an item for me?

Yes, for an additional charge, we can send items away to one of our Milliners for alteration. Please contact us for more details.

If I send you some fabric, are you able to recommend matching items?

Yes, we do this for many of our customers - please contact us for more details.

(5) Other

The item I have just purchased is now showing as 'out of stock' on your website, will I still get my order?

Yes, where customers order the last item we have in stock in a particular design, the website will then show it as 'out of stock'. Our systems do not allow us to sell items that aren't currently in stock.

Do you have a store I can visit to try items on?

No, we are an online only retailer, which helps us to keep our prices low. Many of our customers take advantage of our returns policy by purchasing a number of items to try and then returning those they don't want.