Customer Service Info

This customer service section aims to answer any questions you may have about our products or the service we provide.

Please browse the information below to find out more information:

Colour Sample Service
We understand the difficulty in ordering online from a onscreen colour palette which may vary from monitor to monitor and although we have taken every step to ensure colours are as accurate as possible, there may be discrepancies. Therefore, we offer a colour matching service in which customers are sent prior to ordering and free of charge, swatches of sinamay material to colour match against their outfit. In the event of a customer ordering without using this service, the customer takes responsibility for their colour choices.

We reorder batches of material regularly and as a result there may be slight changes in colour shading and tone due to the dying processes. When colour samples are sent, it is clearly stated in the accompanying letter that if there is a delay in ordering, the customer is requested to contact us to confirm we are still using the same batch of material as sent out in the colour sample correspondence. We are happy to send further colour samples for confirmation. Again, if customers do not check this, they are responsible for their colour choice.

Pricing and descriptions
Product descriptions, prices and promotions shown on this website should only be used as a guide and Hats n Stuff reserve the right to vary them without notice. Images are provided to help customers recognise products. All prices quoted are inclusive of value added or other taxes.

Returns and Refunds
We offer a full refund on all wraps, pashminas, garters, parasols and fans, providing they are returned within 7 days of receipt in the same packaging, unworn, undamaged and in new, resaleable condition. Items returned after 7 days will be returned to sender.

Please note that this returns policy does not relate to our fascinator hats which are made to customer specifications and are not eligible for a refund.

Faulty / Damaged Goods
If your goods arrive damaged or are faulty your first action is to inform us by telephone or email customerservice@hatsnstuff.co.uk within 24 hours of receipt and prior to the required date.

All damaged or faulty goods must be returned to us within 7 days of postal receipt. All verified faulty goods will be fully refunded and we will also pay for the return postage. Please note that the verification process may mean we have to send the item back to the manufacturer. You will receive your refund within 30 days although usually much sooner.

Complaints
It is in our interest to resolve any complaints as soon as they occur.

We will personally deal with all complaints as soon as possible, acknowledging your complaint within 48 hours and keeping you informed of our progress during the complaints procedure.

If you have a complaint, please don't hesitate to contact us.

Methods of Payment

You can make a secure payment by credit card using our Secure Server and Shopping Cart. We charge your card upon the placement of your order. Click on the logo to the left to verify our Secure Server credentials with Thawte.

We're listed on Shopsafe.co.uk - your guide to safe shops on the internet.

You can pay using the following credit cards:

credit cards