Refund policy
Andrea’s Closet Millinery
Handcrafted Millinery, Orders, Cancellations and Returns Policy
1. Individually Handcrafted and Made-to-Order Millinery
At Andrea’s Closet Millinery, every hat is individually handcrafted to order. Our pieces are not mass-produced. Each hat is prepared individually following the customer’s order, using specialist materials, skilled craftsmanship and careful attention to detail.
Our online collection showcases our designs and provides a visual reference for the style, shape, colour and overall aesthetic of each piece. The finished hat is individually made and may therefore differ in minor details from the product photographs and from other hats of the same design.
Our estimated production time is 2–3 weeks unless otherwise agreed with the customer. This is a production estimate and not a guaranteed delivery date.
By placing an order, customers acknowledge the individually handcrafted nature of our millinery and the possibility of minor variations inherent in the use of natural materials and individual craftsmanship.
2. Product Photographs, Design References and Handmade Variations
Product photographs are intended to represent the essential characteristics of each design as accurately as possible. They should be considered a visual reference for the design and overall appearance, rather than a guarantee that every handcrafted piece will be identical in every detail.
Minor variations may occur in colour, shade, texture, shape, feather placement, arrangement, finishing and other details as a natural consequence of the materials used and the individual making process.
Where appropriate to the design, small details may vary between individual pieces. Any significant alteration to an expressly agreed specification will be discussed with the customer where required.
Every item supplied will retain the essential characteristics of the design displayed and described on our website and will conform to the applicable product description and any specifications expressly agreed with the customer.
Minor variations inherent in handcrafted production do not, by themselves, constitute a defect or entitle a customer to a return or refund, provided that the item conforms to its description and agreed specifications.
Photographs may also appear slightly different because of lighting, photography, display settings and the natural characteristics of the materials.
Customers who require clarification about a particular detail, colour, material, finish or design feature are encouraged to contact us before placing an order.
Nothing in this section limits statutory rights where an item is faulty, materially different from its description or does not conform to agreed specifications.
3. Order Confirmation and Customer Specifications
Customers are responsible for reviewing the product description, materials, colour information, dimensions, price and delivery information before completing an order.
Where individual requirements are discussed or agreed, including particular colours, materials, embellishments or alterations, those requirements should be confirmed in writing before production begins.
Andrea’s Closet Millinery will use reasonable care to produce the item in accordance with the applicable product description and any agreed specifications.
Customers should contact us promptly if they believe an order confirmation does not accurately reflect their agreed requirements.
Any subsequent change requested by a customer may affect the design, production time, materials or price. Changes will be subject to agreement and feasibility.
4. Bespoke and Individually Commissioned Pieces
Some orders involve individual specifications or adaptations agreed with the customer. These may include a particular design alteration, a non-standard colour or material, specific embellishments or other individual requirements.
Where a product is made to the customer’s specifications or is clearly personalised, it may qualify for the statutory exception to the right to cancel due to a change of mind under applicable consumer law.
Whether this exception applies depends on the circumstances of the particular order and the legal requirements. The fact that an item is handmade, made to order or described as bespoke does not, by itself, establish that the exception applies.
Where the statutory exception applies, the customer will not have the ordinary statutory right to cancel the order due to a change of mind.
This exception does not remove statutory rights relating to faulty goods or goods that do not conform to their description or agreed specifications.
Where appropriate, we retain order confirmations, correspondence and records of agreed specifications to document the commission.
5. Cancellations and Change of Mind
Customers are encouraged to consider their purchase carefully before placing an order, as every hat requires individual craftsmanship, specialist materials and dedicated production time.
Cancellation requests will be assessed in accordance with applicable consumer law.
Where a statutory cancellation right applies, customers may exercise it within the applicable time limit and in accordance with the relevant legal requirements.
Where the statutory exception for goods made to the consumer’s specifications or clearly personalised applies, the ordinary statutory right to cancel due to a change of mind will not apply.
We do not offer additional voluntary returns, exchanges or refunds for change of mind beyond any rights required by applicable law.
Nothing in this policy excludes or restricts any statutory right or remedy that cannot legally be excluded or restricted.
6. Faulty Items or Items Not as Described
Every item is carefully handcrafted and checked before dispatch.
If a customer believes an item is faulty, materially different from its description or inconsistent with agreed specifications, they should contact Andrea’s Closet Millinery with their order number and a clear description of the concern.
Where appropriate, we may request photographs or further information to help us assess the issue. Each case will be considered individually in light of the product description, the agreed specifications, the nature of the item and the evidence available.
Where an item does not conform to applicable legal requirements, we will provide the remedy required by law.
The fact that an item is handmade does not remove the customer’s statutory rights. Equally, a minor variation inherent in the handcrafted process does not automatically establish that an item is faulty or not as described.
7. Production, Dispatch and Delivery
Our standard estimated production time is 2–3 weeks unless otherwise agreed.
Delivery times depend on the shipping service, destination and carrier. Customers should review the delivery information provided at checkout.
Customers are responsible for providing an accurate delivery address and contact details.
Where a customer requests or arranges for an item to be forwarded to another address or country after delivery, they should check the forwarding arrangements, delivery times, insurance and any applicable customs requirements.
Andrea’s Closet Millinery will retain relevant order and dispatch records where appropriate.
8. Order Records and Quality Control
To help maintain the quality and consistency of our work, Andrea’s Closet Millinery may retain relevant records relating to an order, including order confirmations, correspondence, agreed specifications, production photographs, final photographs and dispatch or delivery information.
These records may be used to clarify the specifications of an order and assist in resolving any subsequent questions or disputes.
9. Contact Us
For questions about a design, colour, materials, dimensions or any other product detail, please contact Andrea’s Closet Millinery before placing your order.
For concerns regarding an existing order, please contact us using the contact details provided on our website.
Thank you for supporting independent craftsmanship and the art of couture millinery.
Andrea Carrillo
Andrea’s Closet Millinery