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FAQs

How do I choose the hat in the image shown on the website?

All you need to do is to choose the option ‘Buy product as shown on model’ from the three buying options we offer.  You then choose which image you would like us to replicate.  All we then need you to do is give us additional information such as hair colour which appear in the drop down boxes and then add the hat or fascinator to your ‘Hat box’ and checkout.

I need help choosing the colour of my hat.

No problem, simply tick the box ‘Request a consultation’ and then go on to purchase your chosen style of hat. We will be in touch via the phone or email to help you select the perfect colours to co-ordinate with your outfit and post out colour samples if needed.

If you haven’t yet bought a hat we can also send out colour swatches for your approval.  Simply email us at info@hostiehats.co.uk. with your address and eith the colours you would like to see or a picture of your outfit.

I have ‘Requested a Colour Consultation’, what happens next?

We will be in touch via the phone or email to help you select the perfect colours to co-ordinate with your outfit. We can also send out colour swatches for your approval prior to making your hat. Once you have decided on the final colours we will make the hat up and send you photos for your final approval prior to shipping the hat to you.

I can’t find the colour I want in the list?

We stock a wide range of colours for our bespoke hats and fascinators which do not feature in the main colour charts and we can source many more, so it is always worth getting in touch. Please contact us for more information.

How quickly can you make my order?

Often we can make orders extremely quickly! So just let us know when you need it by and we can tell you whether it is possible to get it to you. There is a ‘date needed by’ box you can fill in on the checkout page where you can write the date you need your hat by.

How much will delivery of my order cost?

Hat and fascinator delivery charges are as follows:

Accessory delivery costs £2.99. If combined with a hat purchase then delivery costs are as per hat and fascinator delivery charges shown above.

How is my order packaged for safe shipping?

Your order will be despatched beautifully packaged in one of our specially designed and very strong hat boxes. Not only do they keep the hat safe whilst being delivered but are great for storing your hat at home. Depending on the hat or fascinator we use a combination of tissue paper and air packaging to protect the hat within the box. The external packaging is marked as ‘Fragile’ of which we hope the courier takes note!  Fortunately damage during the delivery process is a very rare occurrence, if however you discover damage to the hat upon opening the box please contact us ASAP.

I don’t want to pay by PayPal, can I just pay by debit/credit card?

Yes, this is possible. PayPal is our ‘payment gateway’ that manages our payment processing. when you see the first PayPal page you simply choose the option to pay by debit or credit card instead of using a PayPal account.

Can I pay by cheque?

Yes you can pay by cheque and this is an option  when you check out. Please make cheques payable to ‘Hostie Hats’ and the postal address is:

Hostie Hats, Lyons Hill, Toynton All Saints, Lincs, PE23 5AF

I hope you understand that I am unable to begin work on your hat/fascinator until I have received your cheque through the post.

Are my credit card details safe?

Yes. All of your personal details and credit card information is safe and secure.

Do you offer refunds?

I’m afraid as items are made to order as standard in the industry we can not offer refunds however if you are not completely satisfied with your order please call 07974 379 654 to discuss and we will see what we can do as we can sometimes make changes.

I’m not happy with my delivery.

Please accept our apologies if we have made a mistake with your order or sent you an incorrect item. If there are any problems with your order then please contact us and we will advise you on how to proceed returning the goods. Luckily we find that this is very rare as every effort is made to ensure that you are happy with your hat prior to receipt. We mail out colour sample swatches for approval and you will receive images of the hat if a bespoke piece for you to ‘sign off’ before we ship it out to you.

Can I buy items Tax-Free if I live outside the UK?

If you are shipping your order outside of the UK, you will still need to pay VAT. This is as tax still applies to online orders shipped overseas from the UK.

Customs:

While we do everything we can to make sure your order is cleared by Customs, we advise that you check with your local Customs, before importing anything to your country that may be stopped or have charges applies. Hostie Hats will not be liable for charges if your shipment is stopped, charged for or disposed of at Customs.

I want to make a complaint.

We are sorry if any customer feels the need to make a complaint but promise to deal with all complaints swiftly and professionally. If we have done something wrong then please let us know as soon as possible in writing to info@hostiehats.co.uk and we will do our best to put things right and make sure that the mistake never happens again.

Are my personal details safe?

Yes, we promise to keep your personal details safe and will not pass them onto third parties or send you any spam. Ever.

I have an idea for a hat!

Great! We always welcome new ideas and would be more than happy to discuss any Bespoke Hats. Please contact us and we would be delighted to help.

Any other questions…

If you have a question that is not answered here then please contact us