Our Return Policy
🎩 Returns & Exchanges
We want you to shop with confidence, knowing that if something goes wrong, we’re here to help — while also protecting the care and quality of our handmade hats.
If you need to request a return or exchange, please email us first with your order number and details, and we will respond with instructions. Each request is handled individually to ensure the best outcome.
Return eligibility:
- Items must be returned within 7 days of delivery.
- Items must be unworn, undamaged, and in their original condition.
- Items must be carefully packed for return to avoid damage in transit.
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Items purchased at sale prices or custom-made items are not eligible for return or exchange.
Refunds & store credit:
- Refunds are normally issued to your original payment method.
- Store credit is available instead of a refund in some cases and does not have an expiration date.
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Administration fees may apply depending on the payment or refund method.
Note about colors:
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We do our best to show true-to-life colors in our photos, but differences in monitors or screens may cause minor variations.
Questions?
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We’re always happy to answer questions about fit, sizing, and details before you purchase.
Damaged or faulty items will, of course, be replaced or refunded at no cost to you.
By placing your order, you agree to this return policy and acknowledge the importance of caring for your hat to maintain its quality.
For hygienic reasons, we are unable to accept items that have been worn. All returns and exchanges must be unworn, undamaged, and carefully packed for transit. In particular, items purchased before or during the Australian Spring Racing Carnival season may not be eligible for return, as this is our busiest period and we want to prevent hats being worn for an event and then returned.
If an item is returned damaged — for example, with makeup stains or inadequate packaging — a repair fee may apply.
For exchanges due to color or style, we will only charge the delivery fee:
• Australia: $10 AUD
• New Zealand: $15 AUD
• All other countries: $25 AUD
Please wait for instructions from us before sending any returns or exchanges. This ensures your item is handled correctly and avoids unnecessary delays.
- Please Note: Items purchased on sale cannot be returned or exchanged, unless faulty.
- Unfortunately we can not accept returns of custom made items.
- No returns will be accepted for items arriving late . While we are here to help, please refer all complaints about slow delivery to Australia Post on 13 76 78 or to your country postal services.
- We send asap, but we will not be responsible for Australia Post actions.
- If item is returned to us due to incomplete/incorrect address, you will be charged re-delivery fee.
Please contact us before returning the product
(ANY ITEM RETURNED WITHOUT PRIOR AUTHORISATION MAY BE REJECTED!)
❌ Order Cancellations
We process and ship orders quickly — often the same or next business day — so please act promptly if you wish to cancel. You may cancel your order before it is shipped. Once an order has been dispatched, it cannot be cancelled.
For custom-made items, cancellations are only possible before work begins. If production has already started, a 15% cancellation fee may apply to cover materials and labour.
💰 Refund & Processing Fees
Please note the following regarding refunds and associated fees:
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Shipping fees are non-refundable. Once your order is shipped, the cost of delivery is incurred and cannot be returned.
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US import tariffs are non-refundable. Any customs or import duties paid to ship items from the USA are charged by government authorities and are not recoverable.
When we process a refund to your original payment method, a small processing fee is applied:
- Credit card: 2%
- PayPal: 3%
- AfterPay: 7%
These fees reflect the transaction costs charged by your payment provider, which we are unable to recover when refunding an order. On completed orders, we absorb these costs ourselves, but unfortunately they cannot be returned when we issue a refund.
If we provide a store credit instead of a refund, no processing fees apply, and you can use the full value toward future purchases.
We appreciate your understanding — these policies help us continue offering high-quality hats and fascinators while keeping shipping and transaction costs transparent.
