Frequently Asked Questions
What are your dispatch and delivery times?
All pieces are sent by Royal Mail Special Delivery and dispatched within 3 working days of your order. You will receive an email when your piece has been posted and we will include your tracking number.
Can I try before I buy?
We want you to love your headpiece and feel comfortable wearing it, and we understand that you may prefer to try before your buy. Please contact us to make an appointment if you would like to try first. We are based in South London.
What is the process for commissioning a bespoke hat?
We would love to make a headpiece especially for you. Please get in touch to make an appointment for a consultation. We will talk through ideas and if you agree, we will proceed. You will be updated throughout the creative process. Further information can be found here. For inspiration, why not visit our Sold / Bespoke gallery?
Can you send me a fabric swatch so that I can colour-match a hat with my outfit?
The pieces in the Shop on this site are ready-to-wear. In some cases we will have fabric available to send you a swatch. Please just contact us with the name of the piece and we will be happy to help.
Do you accept returns for exchange/refund?
We hope that you will be delighted with your hat and will enjoy wearing it. If, however, you are not happy with your piece and would like to return it for a refund or exchange, please contact us by emailing firstname.lastname@example.org or calling +44(0)7788 789 885 within 7 days of receiving your order. Returns must be made within 14 days of delivery.
Hats must be returned unworn with all labels intact and in the original packaging. A full refund excluding the cost of postage, will be issued once the piece has been received and found to be in 'new' condition. Refunds and exchanges will not be given on any items that have been worn or used.
The cost of returning will be borne by you unless the item is faulty in which case a full refund will be issued including the initial and return postage costs. Please note that you are responsible for the return, and so we recommend that you use a recorded delivery service.
It is not possible to accept returns on bespoke orders. We make every effort to ensure that every customer is completely satisfied with their order.
If you have a question about your order, would like to return an item or report a faulty item, please contact us.
Return address: Charlotte Fraser Annand, Fraser Annand Millinery, 42 Holmewood Road, London SW2 3RR
Can't find the answer to your question here?
Please contact us and we will help with your enquiry.