Deliveries and Returns
Q: When will I get my order?
A: An estimated delivery time will be given to you once your order is placed. Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.
Unless there are exceptional circumstances, we make every effort to fulfil your order within 15 business days of the date of your order, but may be longer for commission pieces. Business day means Monday to Friday, except holidays. Please note we do not ship on Saturdays and Sundays.
Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery and the items ordered. Products may also be delivered in separate shipments.
If you are having a bespoke item made a timeline will be agreed with you when we have the initial meeting.
Q: What happens if the item I ordered is out of stock?
A: All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you with availability and give you the option of waiting or refund you the total amount of your ordered item, using the original method of payment.
Q: Can I return a purchase?
A: Yes you can, you may return most new, unopened, undamaged items within 30 days of delivery for a full refund with the exception of commission pieces which are non-refundable.
Q: What happens if I change my mind about an item?
A:If your purchase was not suitable or no longer required under the distance selling act this can be returned for a refund (excluding any shipping costs, which will not be refunded), unless this is a bespoke piece as we work with you throughout the whole process including the final fitting.
Unfortunately, for hygiene reasons, we cannot accept returns of earrings unless the item is faulty.
Q: If my item is faulty, what should I do?
A: Please contact us by phone or email, so that we put the fault right or replace the item.
If, after contacting us you have to return your item we will refund your shipping costs and the cost of your return.
Important: For us to be able to refund the cost of your item, please send your faulty item back to us via Royal Mail, second class, signed for delivery.
Q: How do I return an item?
A: Please contact us at hello@theextraordinaryhatcompany.co.uk with details of the product and a description of any defect and we will send the details of how to return your item.
Q: Will I get my p&p back?
A: Refunds do not include any shipping and handling charges paid. Shipping charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to the item during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.