Refund policy

You can return or exchange our made to order ‘stock items’ within 14 days of receipt of your goods.  Made to order stock items are any items in colourways listed on the product page. You must notify us by email within 7 days of receipt if you would like to return or exchange your goods. This does not affect your right under Consumer Contracts Regulations.

We regret that we cannot offer refunds or exchanges on, customised or bespoke orders. Please ensure that you read the description before placing your order.

Items where a seal existed that has been broken or where labels have been removed or damaged are non-refundable and non-exchangeable.

Sale/discounted items are excluded from general Terms and Conditions. Please note that these discounted items are non-refundable and non-exchangeable.

All returns or exchanges must be as new and:

• unworn, unused and in original condition;
• returned in their original undamaged packaging (including any free or promotional gift items), with all care to secure and protect the goods for return transit;
• all tags must be attached, and in their original position. If tags are torn or removed then no refund or exchange will be offered. Only remove the tag once you are certain that you want to keep your purchase.

Goods to be refunded or exchanged must be returned at your own cost and are your responsibility until received by Martine Henry Millinery. We recommend you return goods by secure/tracked methods with signature upon delivery (please remember to include your name, phone number and email as well as the original order reference).

Martine Henry Millinery is not responsible for any return packages not received, and we do not accept liability for shipping loss or damage of returned goods. We cannot refund international duties and taxes. For more information on reclaiming international duties and taxes, please contact your local customs bureau. International returns must be clearly marked as an item being returned, as any import fees imposed will be deducted from your refund total.

Refunds are at the sole discretion of Martine Henry Millinery and we have the right to refuse returns and exchange items that are not in original condition or that do not comply with our returns and exchange policy. Goods that do not comply with our returns and exchange policy will be returned to the customer at the customer’s own expense.

All refunds will be issued in the same form as original payment within 5 working days of receipt of the goods excluding any taxes, duties or postage and subject to an inspection of the goods to ensure they comply with our returns and exchange policy as set out herewith.

If you request an exchange we will email you on receipt of your return parcel with confirmation of your credit amount or dispatch of your new hat/headpiece.

FAULTY ITEMS

Each piece has been carefully handcrafted in our studio and we hope you will be satisfied with your purchase. If you believe the goods were defective at the time of dispatch then you must advise us in writing by email within 48 hours of receipt.

We will listen to your complaint and do our very best to resolve the matter in a manner you find satisfactory. Your rights to return goods that are faulty or unfit for purpose are protected under UK law.