Frequently Asked Questions

Orders & Custom Pieces

Q: How long will it take to complete my order?
A: The estimated time to complete your piece is stated in the product description when purchasing online. This is a guide for the longest possible time frame, but we always aim to get your order to you as quickly as possible.

Q: How will I know when my order has been shipped?
A: Once your piece is complete, we will email you to let you know it’s on its way.

Q: Do you offer custom millinery services?
A: Yes! We specialise in bespoke headpieces tailored to your outfit and occasion. To start the process, visit our Bespoke Service page or contact us directly.

Q: How long does a bespoke order take?
A: Custom pieces typically take around 4 weeks to create, depending on complexity and time of year. If you need a hat sooner, please get in touch to discuss express order options.

Q: Can I send you a fabric swatch to match my outfit?
A: Absolutely! We encourage it to ensure the perfect colour match. You can mail swatches to us at the studio. In some cases, depending on the fabric, we may even be able to incorporate it into your design.

Shipping & Delivery

Q: Do you ship internationally?
A: Yes, we ship worldwide. Shipping costs and delivery times vary depending on location. International customers are responsible for any customs or import fees.

Q: How much is shipping?
A: Shipping rates are calculated at checkout based on your location. Express shipping options are also available.

Q: How will my item be packaged?
A: All items are carefully packed in a protective box to ensure they arrive in perfect condition. They are wrapped in multiple layers of tissue paper to maintain the shape and structure of the piece during transit.

Payment

Q: What payment methods do you accept?
A: We accept payments through a secure payment system using credit/debit cards or PayPal.

Q: Do you offer a "buy now, pay later" option?
A: Yes! We accept Klarna as a "buy now, pay later" payment option.

Q: Can I pay with cash for a bespoke order?
A: Yes, if you have arranged an appointment for our bespoke service, cash can be accepted as a payment method.

Returns & Exchanges

Q: Do you accept returns?
A: Due to the handmade nature of our pieces, we do not accept returns on made-to-order items. However, we are happy to make adjustments where possible. We do have a small selection of 'In Stock' items that may be returned within 14 days if unworn and in original condition. Please note: Items from the OUTLET collection are final sale and not eligible for return.

Q: What if my item arrives damaged?
A: We take great care in packaging, but if your order arrives damaged, please contact us within 24 hours with photos, and we will work to resolve the issue.

Care & Maintenance

Q: How do I store my item?
A: Store your hat, headpiece, or headband in its box, away from direct sunlight and moisture. Avoid placing heavy objects on it to maintain its shape. Veiling is particularly delicate, so we recommend packing it with tissue paper to help retain its original form.

Q: What should I do if my hat gets wet?
A: Gently blot excess water with a soft cloth and allow it to air dry naturally. Do not use direct heat or a hairdryer.

Contact & Appointments

Q: How can I book a consultation?
A: You can book a consultation via our Bespoke Service page or email us directly.

Q: Do you collaborate with stylists or designers?
A: Yes! We love collaborating on fashion editorials, events, and custom projects. Contact us to discuss further.

Our Studio is located in Woolton Village. Studio visits are by appointment only. 

Address is 9A Woolton Street L25 5NH. The door is positioned in between Couture Hair Design and Ying Wah Restaurant. Please use the buzzer to gain entry. We are located on the top floor. Please note there is stair only access. If this would be an issue please let us know and we can make alternative arrangements.