Frequently Asked Questions
Hopefully you will find all the answers to any questions you may have here. But if not, please just ask via the contact page and I'll get back to you as soon as possible.
How Soon Will I Receive My Order?
I aim to dispatch all completed ready to wear items as soon as possible. For items in stock on my website it will be within 5 working days, unless otherwise advised, though I aim to send things out quicker whenever I can.
Custom pieces shall obviously take longer, so please do enquire about time frames if you'd like a bespoke piece.
I will send you confirmation, and any relevant tracking numbers, once your parcel is on it's way to you.
How Are Items Sent?
UK Postage - Orders over £50 are sent by Royal Mail Special Delivery. Orders under £50 are send by Royal Mail Signed For 1st or 2nd Class, or Special Delivery, you can choose your preference when you place your order.
Free UK postage is offered for orders over £100.
Non UK Postage - All items are sent by Royal Mail International Tracked or Tracked & Signed, and then passed to your national postage service, unless otherwise specified. If your country isn't shown in the options at checkout pop me a message and I'll get a quote for you asap. Royal Mail aims for delivery within 5-37 working days, and international delays due to postal systems and custom checks can occur, so please do allow ample time for your order to arrive.
Sending items this way ensures that they reach you swiftly and that they are covered by insurance if anything unfortunate happens to them. Please ensure that all items are checked upon delivery. In the event of any issues please email 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 occurs during transit please do take photos of the item and packaging and let me know as soon at it arrives so I can investigate it with the delivery provider.
Import Fees, Taxes & Customs Restrictions
The price and fees at checkout are for your item and postage only. All additional import fees, taxes, customs charges, etc, are the responsibility of the customer, and may be payable to receive your parcel when it arrives.
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 & Exhanges
I hope you will like your pieces as much as I enjoy creating them.
However, if for any reason they do not meet your expectations please do let me know within 14 days of receiving your order, and if necessary a refund or exchange can be arranged upon their return.
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.
All refunds are at the discretion of Miss Ava's Millinery. 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 or damaged, nor to customised or bespoke items.
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 provides may have additional processing times.
The purchaser is responsible for return postage costs. In order to be tracked and covered by adequate insurance it is recommended that items are returning via Royal Mail's Signed For or Recorded Delivery (items under £50) or Special Delivery (items over £50), or the international equivalent. If you chose your own delivery service, or are outside of the UK, please ensure your chosen postal service required a signature upon delivery 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 fees imposted if this is not done will be deducted from your refund.
We sometimes provide links to other sites or third parties, and we're not responsible for their accuracy, practices or content.
If you wish to find out more about digital Cookies, my policy is available here.
(I'm also partial to real cookies, both in the baking and consuming, so feel free to chat to me about those too!)
Any Other Questions?
If there is anything else you'd like to know, just pop Sarah an email on info@MissAvasMillinery.com