Shipping & Returns
SHIPPING
How will my order be delivered?
UK orders are sent via Royal Mail Tracked. International orders are dispatched via trusted courier services depending on destination. All parcels require a signature on delivery. If you are not available, a collection card will be left with instructions for redelivery or collection.
Production & Delivery Times
All our hats are handmade to order. Please allow 6–8 weeks for production before your piece is dispatched. If you have an urgent deadline — Ascot, a wedding, an occasion that crept up on you — please get in touch before placing your order and we will do our very best to accommodate you.
Once dispatched, estimated delivery times are:
• UK Mainland: 2–3 working days
• EU & UK Islands: approximately 5 working days
• International: approximately 8 working days
Please note we are unable to offer weekend or bank holiday deliveries.
Shipping Costs
UK: Free standard shipping on all orders.
International: Shipping costs vary by destination and parcel size. Please contact us at info@awongolding.com for a quote before placing your order, or to enquire about express services.
Important: All import taxes, duties, and customs charges applicable in your country are the responsibility of the customer and must be paid upon delivery. We are unable to predict or cover these costs.
RETURNS & EXCHANGES
Made-to-Order Items
Because each hat is made specifically for you once your order is placed, made-to-order pieces are non-refundable and non-exchangeable. This is in accordance with the Consumer Contracts Regulations 2013, which exempt bespoke and made-to-order goods from the standard cancellation rights.
We take great care to describe every piece accurately, and we are always happy to answer questions about colour, size, or construction before you order. Please don’t hesitate to get in touch.
Ready to Ship Items
If you have purchased a Ready to Ship item and it is not right for you, we are happy to offer a refund or exchange, provided:
• You contact us within 14 days of receiving your order to request a Returns Authorisation Number
• The item is returned to us within 14 days of that authorisation being issued
• The item is unworn, undamaged, and returned in its original packaging with all tags still attached
Returns that do not meet these conditions may be refused.
Faulty or Damaged Items
If your hat arrives faulty, damaged, or not as described, please contact us within 7 days of receipt at info@awongolding.com with photographs and a description of the issue. We will arrange a repair, replacement, or full refund as appropriate — including return shipping costs. This applies to all items, including made-to-order pieces.
Return Shipping
Customers are responsible for the cost of return shipping, except in cases where the item is faulty or not as described. We strongly recommend using a tracked and insured service. We cannot accept responsibility for returns that are lost or damaged in transit.
Refunds
Once a return is received and inspected, we will notify you by email and process any approved refund within 5 working days. Refunds are issued to the original payment method and include the full item value and any UK taxes paid, but exclude original shipping costs and any import duties or taxes incurred.
If you have not received your refund after 5 working days, please first check with your bank or card provider, as processing times can vary. If the issue persists, contact us at info@awongolding.com.
Exchanges
Exchanges on Ready to Ship items are subject to availability. To arrange an exchange, please contact info@awongolding.com. A new postage charge will apply for the replacement item to be dispatched.
How to Start a Return
Email info@awongolding.com with your order number and the reason for your return. We will issue a Returns Authorisation Number and confirm the returns address. Please do not send items back without this number, as we may be unable to process your return.
Returns Address
Awon Golding Millinery
Studio 4, P1 Studios
14 Taylor Place
London E3 2PQ
This policy is governed by the laws of England and Wales and does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Questions? Email info@awongolding.com or call +44 (0)7805 577 376.