DEAR CUSTOMERS, PLEASE NOTE — WE ARE NOT RESPONSIBLE for AUSTRALIA POST delays. Australia Post may be slow, so please consider ordering early or consider using your own courier for time sensitive items. Any returns due to Australia Post delays will be processed in accordance with normal return policy, including any applicable admin fees.
Returns are touchy subject. We want to give you a piece of mind when you shop with us and we also want to protect ourselves from people who think it is OK to buy the hat, wear it and then return. Please read on for detailed return policy
Please e-mail us with the reason for return. Please include the order number and your details.
We will treat each return request individually and will e-mail you with further instructions.
Damaged items will be replaced at no cost to you. If you would like to return or exchange an item, you can do so within 7 days from delivery of your order (14 days for customers outside of Australia). Any returns require return authorisation from us. Item(s) must be returned in original condition, unworn and complete with all packaging and labels. For all returned items, we will provide refund, excluding delivery costs. As a general rule, we will credit your original purchase method, however we reserve the right to provide refund as store credit/gift voucher. You will be notified of a refund method when we provide you with return authorisation.
Items sold “on sale” will not be accepted for return or exchange unless faulty.
For hygienic reasons, we are not able to accept returns that were worn.
NOTE — All fascinators & hats are protected with security seal. It is possible to try the hat, but will not be possible to wear it in public. If security seal is tampered with in any way, we consider fascinator worn and it WILL NOT BE ACCEPTED. NO EXCEPTIONS!
If item is found to be damaged (makeup stains, inadequate packaging, etc…) you may be charged a repair fee. If you would like to change colour or size, you will only be charged delivery fee. (Delivery fee for exchanges is $10AUD for Australia, $15 for New Zealand and USA. For other countries it will be equal to delivery fee you originally paid).
- Unfortunately we can not accept returns of custom made items.
- Items sold at discounted price (on special) will not be accepted for return or exchange unless faulty
- Gift Vouchers will not be refunded or redeemed for cash.
- No returns will be accepted for items arriving late (unless we promised to get it by certain date). Please refer all complaints about slow delivery to Australia Post on 13 76 78 or to your country postal services.f
If item is returned to us due to incomplete/incorrect address, you will be charged re-delivery fee.
Please contact us before returning the hats/fascinators.
ANY ITEM RETURNED WITHOUT PRIOR AUTHORISATION WILL NOT BE ACCEPTED!
If you would like to return item, please contact us first for return authorisation. We reserve the right to refuse the return. As a general rule, items bought before or during Australian spring racing carnival season will not be accepted for returns.
You can cancel your order within 2 working days of its placement. Shipped orders can not be cancelled. Orders placed for custom made items can only be cancelled if we did not start working on it. If work is underway, cancellation fee of 15% will apply.
As you know, all payment providers charge fees (Credit Card surcharge, for example). We absorb this on all completed order, however, we have no choice, but to pass it onto a customer in case of refund. Refund give as store credit will not be subject of admin fee.
Orders placed using AFTERPAY
If you used Afterpay, 7% administration fee will be charged for all refunds made through Afterpay. (9% for customers outside of Australia).
Orders placed using PAYPAL
If you used PayPal, 3% administration fee will be charged for all refunds made through PayPal.
Orders placed using Credit Card
If you used credit card to pay for your order, 1.8% administration fee will be charged for all refunds.