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SHOP POLICIES

GENERAL INFORMATION

All hats and headpieces are handmade by myself. Each piece is made to a couture standard and does not leave my studio unless it is perfect. In the unlikely event that you find an issue with your hat or headpiece then please do not hesitate to contact me following the policies listed below. Customer satisfaction is always my top priority so I am always willing to help with any problems.

SHIPPING INFORMATION

Each hat/headpiece in my online shop is either READY TO SHIP or MADE TO ORDER. 

 

READY TO SHIP - this is a hat or headpiece that is already made and therefore can be shipped in 1 - 2 business days. However its delivery date will vary depending on the destination country.

 

MADE TO ORDER - this is a hat or headpiece that has to be made before being shipped. Each hat/headpiece has an estimated production time in the details section. I try to process made to order pieces as soon as possible after the order has been placed but materials may need to be ordered so please do allow plenty of time for your order to be made and shipped to you. I will keep you updated on the progress of your order and also when it has been shipped. Please let me know if you need your headpiece urgently when you place your order.

FREE SHIPPING ON ALL UK ORDERS WITHIN THE UK - I offer free shipping on all orders within the UK and use Royal Mail Tracked and Signed For services. Please do let me know if you need your item urgently. I would urge you to order in plenty of time for your event as once your parcel has been shipped I'm afraid it is out of my control and I cannot guarantee it will arrive in time.

Shipping overseas ranges in price and this will be made clear when you are placing your order. I use Royal Mail International Tracked and Signed For. Shipping times vary in length depending on where you live. Please do be aware that deliveries from the UK can be delayed adding to the shipping times so bear this in mind when placing your order and allow plenty of time for your order to arrive. Once an order is shipped I'm afraid it is out of my control and I cannot guarantee it will arrive in time. Orders can be delayed by postal strikes and the Christmas delivery period so please be very aware of this when placing your order.

All hats/headpieces are carefully wrapped in tissue and placed inside a hat box. It will then be shipped in a sturdy cardboard box so you can be sure your order arrives in perfect condition.

 

Once the order has left my studio I will notify you the package has been shipped and will issue you a tracking number. You will then be able to track your parcels journey.

 

TO AVOID ANY DELAYS OR ISSUES WITH RECEIVING YOUR HEADPIECE PLEASE MAKE SURE THAT YOUR NAME, POSTAL AND BILLING ADDRESS DETAILS ARE CORRECT WHEN YOU PLACE YOUR ORDER. 

 

 

CUSTOMS AND IMPORT TAXES

Due to the UK leaving Europe under the Brexit agreement, unfortunately all EU customers are now liable for custom tax charges on any goods bought from the UK. Buyers are responsible for any customs and import taxes that may apply. Please refer to your countries government website for further information on these taxes. I am not responsible for delays due to customs.

 

 

RETURN AND REFUND INFORMATION

I gladly accept returns, just contact me within 14 days of delivery. Items must be shipped back to me in perfect condition and in the original packaging. Any damaged items will not be accepted for a refund. If your parcel arrives damaged please take a photo and contact me ASAP so that I can contact the carrier for a claim. 

 

I DO NOT accept cancellations but please do contact me asap if you have any problems with your order.

 

Custom or bespoke orders CANNOT be returned or refunded due to the amount of work undertaken.

 

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

I reserve the right to decline or cancel an order.

 

LOST PARCELS

In the unlikely event that your parcel is lost in transit you must contact me so that I can claim for insurance. Each order is sent via tracked and signed for which is insured against loss and damage. Unfortunately one off pieces cannot be recreated. If you do not receive your item within 30 days please contact me for a refund.

IF YOU HAVE ANY PROBLEMS AT ALL WITH YOUR HAT/HEADPIECE PLEASE DO NOT HESITATE TO CONTACT ME AND I WILL BE MORE THAN HAPPY TO DEAL PROMPTLY WITH ANY ISSUES.

PRIVACY POLICIES

This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through alisonmarymillinery.com 
 

PERSONAL INFORMATION I COLLECT
To fulfil your order, you must provide me with certain information, such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order of a hat or headpiece for example) if you contact me directly.

 

WHY I NEED YOUR INFORMATION AND HOW I USE IT
I rely on a number of legal bases to collect, use, and share your information, including:
• as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
• if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law 
• as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services.

 

INFORMATION SHARING AND DISCLOSURE

Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
• Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
• Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
• Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.

 

DATA RETENTION
I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 4 years.

 

TRANSFERS OF PERSONAL INFORMATION OUTSIDE THE EU
I may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If I am deemed to transfer information about you outside of the EU, I rely on Privacy Shield as the legal basis for the transfer, as Google Cloud is Privacy Shield certified.

If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
 

ACCESS - You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
CHANGE, RESTRICT OR DELETE - You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
OBJECT -  You can object to my processing of some of your information based on my legitimate interests and receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
COMPLAIN -  If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.

 

 

HOW TO CONTACT ME -
For purposes of EU data protection law, I, Alison Turton, am the data controller of your personal information. If you have any questions or concerns, you may contact me at alison@alisonmarymillinery.co.uk

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