Delivery & Returns
Dispatch Times
Ready to wear items which are in stock will be in the post to you within 1-3 business days, unless otherwise specified in the listing details.
Bespoke, custom or made to order pieces will take longer, with bespoke often requiring 3-6 week turn around before posting or collection. If you need something quickly or for a certain dates please let me know and we can discuss what is possible for you.
I also offer the option to collect your order from my studio, just arrange a time with me when you place your order.
Delivery timeframes depend upon the option you choose and where you are based, see below for more details. Just pop me an email if you're wondering what options are available for your location.
UK Orders
Orders are sent via Royal Mail as standard.
Can you also choose upgrade the standard service, pick an alternative carrier, or choose to collect in person from my studio in Chatham by appointment.
You should have the option to choose at check out, but do email if you are running into any issues.
Orders under £150
All orders under £150 are sent Royal Mail Tracked 48 as standard.
These tend to deliver within 2-5 working days, though this is not guaranteed and at times it does take longer.
An upgrade to Tracked 24 or Special Delivery is available.
Orders over £150
Delivery is free for UK orders over £150. They are sent by Royal Mail Special Delivery, which should arrive the next working day.
In-Person Collection
You're welcome to come and collect your order from my studio in Chatham.
Please be sure to book a Collection Appointment first to ensure I'm there and it's ready and waiting for you.
International Orders - EU and Northern Ireland
Sadly, GPSR costs and administration mean that at present it's not viable to post items to the EU and Northern Ireland.
Should this change and we find a way to make it work we'll update postage options and the info here.
International Orders - Rest of the World
I regularly send orders internationally, to countries including the USA and Australia.
If you are outside of the UK and your country isn't shown as a shipping option just pop me an email and I'll arrange a quote for you.
Please be aware that postage restrictions or known issues may rule out delivery to some countries.
Delivery Methods
International orders are typically sent by Royal Mail International Tracked, Tracked & Signed, or Signed For (depending upon the option available for your country), and then passed to your national postage service, unless otherwise specified. Should a parcel be to large for Royal Mail, DPD will be used, unless otherwise requested or specified.
Royal Mail aims for delivery within 5-37 working days, but international delays due to postal systems and custom checks can occur, so please do allow ample time for your order to arrive.
Delivery timeframes are estimates based upon the advice by Royal Mail, but delays outside of my control can occur, such as due to local postal carriers or customs processes. Please keep this in mind when you order.
If you would prefer an alternative carrier or a expedited service just email to ask for a quote, as I'm more than happy to provide one for you.
Some items can be difficult to post internationally due to their size or materials used, so they may show as not available for your location. If in any doubt, just email to ask.
Import Fees, Customs Charges & Local Taxes
International orders are sent Delivery Duty Unpaid.
The price and fees at checkout are for your item and postage only. All additional import fees, local taxes, customs charges, handling fees, etc, are the responsibility of the customer / recipient, and may be payable in order for to receive your parcel when it arrives or following delivery.
Customs Restrictions
Ensuring that items ordered are permitted for import into a country are the responsibility of the customer. As some countries have strict import restrictions please just ask if you need information about materials used in an item. Miss Ava's Millinery is not responsible for ensuring that an item is allowed into a country, or for losses entailed should the customer order something which is banned or restricted, and any subsequent losses or damages.
Import Fees, Taxes & Customs Restrictions
International orders are sent Delivery Duty Unpaid.
The price and fees at checkout are for your item and postage only. All additional import fees, local taxes, customs charges, handling fees, etc, are the responsibility of the customer / recipient, and may be payable in order for to receive your parcel when it arrives or following delivery.
EU customers - please be aware that since the UK left the EU, local VAT charges will be payable when you receive your order. This won't be charged by us, but will be payable by you at your local rate in order to receive your order from customs or the delivery provider.
Ensuring that items ordered are permitted for import into a country are the responsibility of the customer. As some countries have strict import restrictions please just ask if you need information about materials used in an item. Miss Ava's Millinery is not responsible for ensuring that an item is allowed into a country, or for losses entailed should the customer order something which is banned or restricted, and any subsequent losses or damages.
Refunds & Exchanges
Please do get in touch via email if you have any issues or questions about your order.
Often fitting or placement issues can be resolved by email or a video call.
Ready to Wear Items
If you would like to return your ready-to-wear order for a refund or exchange, please do let me know by email within 14 days of receiving your order. You then have 14 days to post the item/s back. A refund or exchange will arranged once I have received it back. Please do not return your order within emailing first.
All returns / exchanges must be in their original packaging and with labels still attached. Refunds / exchanges cannot applied to items which are missing the original labels, have been worn, are marked with make up or hair products, or damaged in any way. All returns will be checked upon their return and refunds are at the discretion of Miss Ava's Millinery.
The purchaser is responsible for all return postage costs. In order for delivery confirmation and for cover by adequate insurance it is recommended that items are returning via Royal Mail's Signed For, Tracked, or Special Delivery (depending upon the value of the return), or the international equivalent. If you chose your own delivery service, or are outside of the UK, please ensure your chosen carrier requires delivery confirmation and it is insured for the full value of the item/s being returned. Please retain your proof of postage receipt until your refund has been finalised.
International returns need to be clearly marked as a 'Return' on the parcel and any associated documentation. Any import, customs or handling fees imposted if this is not done will be deducted from your refund.
Refunds will be issued via the same payment method you originally used, and will be actioned with 14 days of the receipt of your returned item. Though please note payment providers may have additional processing times which are outside of our control.
Customised and Bespoke Items
Customised and bespoke items are not able to be refunded or exchanged, outside of your statutory rights. Because of this I will do my best to ensure that you are happy with your hat before it's sent, and am able to provide fittings, photos and swatches as required.
If you'd like a swatch for colour matching of any headwear before placing an order just ask if one if available as I'm more than happy to send them out whenever possible.
Issues With Your Order
Please ensure that all items are checked immediately upon receipt. In the event of any issues please email info@MissAvasMillinery.com within one week of receipt or expected delivery date.
All items are carefully packaged to ensure they reach you in perfect condition. However, if any damage or loss occurs during transit please do take photos of the item and packaging, and keep them until the issue is resolved, and let me know as soon at it arrives so I can investigate it with the delivery provider.
Any Other Questions?
If there is anything else you'd like to know, just pop Sarah an email on info@MissAvasMillinery.com