Delivery & Returns

DELIVERY

All items purchased through our website will be sent by courier, and those to UK addresses can be tracked via the courier company’s website. We also provide grouped shipping if you buy more than one hat at the same time. Please email or phone us with the styles required and your full shipping address so that we can give you a quote on shipping for multiple purchases.

DELIVERY TIMES

If you have bought a ready to wear hat or headpiece that is available for immediate purchase, it will be shipped within 3 to 5 working days. Delivery estimates following shipping are listed below.

We take great pride in making our hats and headpieces, and each one is handmade in our studio in Shrewsbury, UK. If you have purchased a made to order, customised or bespoke headpiece, please note that it can take between 4 to 6 weeks to be made dependent upon current workload. If you require your piece quicker than this, please contact the studio before purchasing your hat. We may at times be able to accommodate your needs dependent upon current workload. Please note that express service will incur additional charges.

Delivery times are estimates and commence from the date of shipping, rather than the date of order.

UK mainland: 2 to 4 business working days

EU and UK Islands: 2 to 11 business working days

International: 3 to 17 business working days

Please note that the price of a product does not include shipping charges. Our shipping charges are calculated and advised to you during the check-out process, prior to purchasing.

Please note that for deliveries outside of the UK, all import taxes and duties must be paid by you on delivery.

ONLINE RETURNS & REFUNDS POLICY

RETURNABLE PRODUCTS
Oscar & Willow Millinery offers the following rights of return for online orders. Subject to your cancellation rights under the Rights of Cancellation (Consumer Contracts Regulations 2013), returns must be made within 14 days with proof of purchase. If an order has already been dispatched for delivery, please wait until you have received your order before exercising your return rights.
Unwanted products may be returned for a refund if they are returned unused as new and in their original condition. We are unable to offer refunds on items that have been worn, marked or damaged. We are entitled to make a deduction from the refund for any diminishment in value to the item due to excessive handling beyond what is necessary to ensure your goods are what you ordered. All items are inspected and photographed prior to and upon return. Please note: the removal of item tags will be taken as evidence of a product’s use by you; the product cannot be returned in these circumstances. Products bought online cannot be exchanged and may only be returned for a refund.
We are always happy to advise you on a specific style, measuring or provide colour swatches where available, prior to placing an order. Please note colours may vary due to screen resolution or suppliers fabric batches.

Non-Returnable Products
The following Items cannot be returned:
Items that are custom made, made to measure, personalised, customised, bespoke, altered or otherwise made to your specification are non-returnable.
We are always happy to advise you on a specific style, measuring or provide colour swatches where available, prior to placing an order. Please note colours may vary due to screen resolution, or suppliers fabric batches.
We take great care and time in the handcrafting our hats in the studio in Shrewsbury, and use the highest quality materials. We want you to be highly satisfied with your purchase, so if your headpiece does not match your expectations, or in the unlikely event of a fault with your item, please don’t hesitate to phone us at the studio on 07878 964207. Faulty items will be repaired/ exchanged for the same item only.

How do I return my item?
We ask that you email us with the details of the item you would like to return by emailing fleur@oscarandwillowmillinery.com. We are not liable for the return delivery costs unless there is an error on our part, or there is a fault with the goods. We ask that the item is returned in the same packaging in which you received them to avoid damage during return delivery. We recommend using the following couriers to return your parcel : Fedex, DHL, UPS or Royal Mail via your local post office. If using Royal Mail , you must use the Special delivery service to ensure the parcel is trackable.

We cannot be held liable for return goods lost or damaged in transit, hence we advise to return the items in the original packaging via tracked courier or Royal Mail special delivery.

Items for return are to be addressed to:
Oscar & Willow Millinery
26, The Parade Shops
St Marys Place
Shrewsbury
SY1 1DL

Refunds
A refund will be issued to the original card that was used for the purchase as soon as possible, but no later than 5 days of receipt of the return. This refund will include the full value of the items returned including original shipping (at standard charge only), but excluding return shipping costs.
In the unlikely event of late or missing refund, first contact your bank as there is often a processing time for refunds. If you have done this and still have not received your refund, please contact us at fleur@oscarandwillowmillinery
If you wish to report an error or faulty item, or have any further questions please contact fleur@oscarandwillowmillinery or call 07878 964207
This policy does not affect your statutory rights. Please note that this is not a full statement of your rights under the Consumer Contracts Regulations.