Frequently Asked Questions and Ordering

How do I place a bespoke or custom order?

Visit our Custom Orders page to get in touch and discuss your requirements. We'll guide you through the process from initial consultation to finished hat.

What is the lead time for a made-to-order hat?

Please allow 6–10 weeks from the date of your order for your hat to be made before dispatch. You will receive an email confirmation when your order enters production and again when it is ready to be dispatched. If you have a specific deadline, please get in touch before ordering and we will do our best to advise.

Why is the shop sometimes paused?

Every hat is individually handcrafted by me. To ensure each piece receives the care and attention it deserves, I work to a limited order capacity. When all production slots are filled, the shop will temporarily pause and no new orders will be accepted. Announcements will be made here, by email, and via socials when the shop reopens.

Can I make changes after placing an order?

Amendments may be possible in the early stages of production, but cannot be made once work has begun. Please contact us as soon as possible if you need to make a change.

Do you offer a deposit payment option?

Yes. For bespoke commissions we require a 50% deposit to confirm your order and begin work. The remaining balance is due upon completion before dispatch.

Can I visit your shop?

No, we are online only. We would love to have a shop or workshop but it is not financially viable at this time.

Sizing

How do I find my hat size?

Please refer to our size chart for measurements in centimetres, inches, and UK/US sizing. If you're between sizes or unsure, contact us before ordering and we'll advise.

Not sure how to measure? We offer a hat sizing kit — watch our guide on how to use it to find your perfect fit at home.

Not sure which style suits you? Read our Journal guide: Which Hat Suits Your Face Shape?

What if my size isn't available?

If your size isn't listed or is out of stock, please contact us. We can arrange a semi-custom or fully custom order to ensure the perfect fit.

What sizes do you offer?

Our standard range runs from Small (56–61cm) through to larger sizes. Exact availability varies by style — please check the individual product page or contact us for details.

Shipping

How much does shipping cost?

Shipping is calculated at checkout based on your location and chosen delivery method. We offer free delivery on UK orders over £400.

Do you ship internationally?

We ship to many destinations worldwide, but please note we do not currently ship to EU countries. International shipping rates are calculated at checkout. For very large or high-value orders, please contact us for a shipping quote before purchasing.

How long does delivery take?

UK standard delivery typically takes 2–5 working days. Royal Mail Special Delivery is next working day. International delivery times vary by destination — please allow 5–14 working days.

Returns & Refunds

Can I return a made-to-order hat?

Made-to-order hats are crafted specifically for you and are therefore exempt from the standard 14-day cooling-off period under UK consumer law. All made-to-order sales are final. Please take care when selecting your size and style — if in doubt, contact us before ordering.

Can I return a ready-to-wear piece?

Yes. Ready-to-wear items may be returned within 14 days of receipt, provided they are unworn and in their original condition with all packaging intact. Return postage is the customer's responsibility unless the item is faulty or not as described.

What if my hat arrives damaged or faulty?

Please contact us immediately with photographs and we will resolve the matter promptly. Your statutory rights under UK consumer law are not affected.

Hat Care

How do I care for my hat?

Care instructions vary by material. General guidance:

• Fur felt hats — store on a hat stand or in a box away from direct sunlight and moisture. Brush gently with a soft hat brush in a counter-clockwise direction.
• Straw/Panama hats — keep dry and store flat or on a stand. Avoid crushing the brim. Wipe clean with a slightly damp cloth if needed.
• Avoid leaving any hat in direct sunlight for extended periods as this can cause fading and distortion.

If you have specific care questions about your hat, please don't hesitate to get in touch.

Still Have Questions?

We're happy to help. Get in touch via our Contact page or use the chat widget on our site and we'll get back to you as soon as possible.