Frequently Asked Questions

Do you take a deposit?

Yes, you will be asked to pay a deposit along with your hire fee.

What is your cancellation policy?

You have the right to cancel an order within 14 days without giving any reason. However, you waive the right to cancel if your hire period commences during the cancellation period and the services are fully performed during this time. Unfortunately, I am unable to give refunds if you don’t wear the hat, it isn’t suitable or the event is cancelled. Please refer to the Rental Terms and Conditions for more information and get in touch if you need to discuss cancelling your order.

Is there a minimum hire term?

Yes – all hire periods are for a minimum of 3 days.

How do I return the headpiece?

Please return the headpiece in its original box, carefully wrapped and in the same condition as when it arrived. 

Although I’d love to, as a small business, I’m unable to offer free returns. You’ll need to pay to send your package at your nearest Post Office or online using their Parcel Collect service. The headpiece remains your responsibility until I receive it, so make sure you request proof of postage. 

What happens if I am late returning the headpiece?

If the headpiece isn’t received by the agreed date, you will be charged an extra day’s hire for each day it’s late. If you would like to keep the headpiece a little longer, just let me know. As long as it’s available, I’ll adjust your payment accordingly. 

Do I need to clean the headpiece before I return it?

If your headpiece gets marked or dirty, please do not attempt to clean it yourself. Many of the fabrics and materials used by milliners are very delicate and require specialist cleaning.  

What happens if I damage the headpiece?

For clarity, ‘damage’ includes loss or breakage of decorations or embellishments, marks or spoilage from water, oil or make-up, and scratches or material tears. Following the care tips below/included with your headpiece should ensure you avoid these issues, but I understand accidents happen. If your headpiece is damaged, please let me know as soon as possible. 

If the damage can be cleaned/repaired, you may need to pay for the cleaning/repairs and any postage if the headpiece has to be sent away. If you return a hat with damage that means it cannot be rented again, we may retain all or part of your deposit to cover our losses. Please refer to the Rental Terms and Conditions for more information.  

What happens if the hatbox gets damaged?

Please let me know as soon as possible so I can arrange a replacement and advise you about the safest way to transport and return your hat in the meantime. 

I can’t find what I’m looking for - can you source something specific on my behalf?

I’d love to! Drop me a note here so we can chat about what you need in more detail.  

I’ve never worn a hat or headpiece before – is there anything I should be aware of?

Your first Hat and Halo experience – how exciting! I’m so glad you found the perfect finishing touch – you’re going to look amazing! Here are a few pro tips:

  • When the headpiece isn’t being worn, please keep it safely tucked in its box surrounded by tissue paper. 
  • If you need to remove your hat while you’re out and about, always store it somewhere safe, preferably wrapped in its original packaging. Whatever you do, don’t place it under a table, on a chair or anywhere it might get wet – that’s a recipe for disaster!    
  • Water can ruin a hat or headpiece, so you should endeavour to avoid even the slightest drizzle. I recommend carrying an umbrella, finding shelter and/or removing the hat completely if storm clouds gather. 
  • Be wary of oily marks from food, moisturiser and makeup. Wash and dry your hands thoroughly before placing or removing the headpiece and avoid touching it completely once secured in place. 
  • If the hat or headpiece touches your forehead while being worn, I recommend you don’t wear foundation or powder on this part of your face. Blot your skin with tissue to remove oil before fitting the hat. 
  • Hat elastics are very robust, but they have been known to snap if stretched too far. If you’re wearing your long hair down, I recommend tying it in a loose bun while you secure your hat in place.
  • Finally, take plenty of pics and don’t forget to tag @HatandHalo on Instagram. I can’t wait to see your look!