Ordering
You will receive an automatic email to confirm that your order has been placed.
Order processing times are individual to each product and can be seen on each product page. Please allow for the following processing times upon receipt of payment before shipping:
- Made to order items will be shipped within 20-30 working days upon receipt of payment.
- Ready to wear items will be shipped within 7 working days upon receipt of payment.
- Bespoke customisations require additional time to design and make. This will be agreed via email before full payment is made. Please notify me if you need your hat sooner than 60 days from the day of receipt of payment.
- Fully bespoke models making and shipping times will be agreed in writing via email before full payment is made.
I accept PayPal as the payment option. You can submit your card details through PayPal if you do not have a PayPal account.
You will receive an email once your order has been shipped.
Please note, when buying a made to order item you are ordering the design in the image, not the hat in the image itself. There will be slight variations in each model made due to the hand made nature of the products. You will be contacted if there are any major changes necessary due to stock availability. If you do not want to accept any of these changes, you will receive a full refund.
I have done my best to show and describe the colours of all the items. However colours may differ on computer screens due to light variation and differences between material suppliers. Trimmings and decorations may have variations dependent on availability of certain artificial berries at the time of your order. I will always do my best to create each hat to closely match the images on the website. If you have any specific questions, please contact me at hats@byilona.me.uk before placing an order. All colours and trims subject to availability. I may have to cancel your order if a variation you choose is unavailable from my materials suppliers. Please see the cancelation policy below.
Contact me at hats@byilona.me.uk if you have questions about colours, shapes and decorations of hats before placing an order.
Bespoke Customisation
Most designs listed on this website can be customised to swap out or change a trim, position a trim differently, or find a colour that is not listed in the colour charts.
Customisations are charged at £37 per change excluding any additional material costs. Certain customisation fees may be waived at my discretion if they are deemed insignificant to the overall cost of the hat.
Customisations include but are not limited to: colours or sizes not given as options on the website listings. Removals, additions or swaps of trimmings and decorations. Changes to internal fastenings (eg: a hat comes with a comb but you prefer a elastic).
Customisations are not always possible on every hat model.
Production time scales may vary depending on customisations. Please notify me if you need your hat sooner than 60 days from the day of receipt of payment.
Quotes are not final until they are received as an official invoice containing the agreed upon specification.
No further changes can be made once payment is received. Bespoke customised orders cannot be canceled or altered once payment has been received. Bespoke customised orders are not eligible for a refund or return.
Fully Bespoke
I offer fully bespoke services (designing a hat from scratch). A consultation will be arranged via a video call or studio visit to discuss your project. Please see the “Consultation Appointments” section for details.
Fully Bespoke orders cannot be canceled or altered once payment has been received. Fully Bespoke orders are not eligible for a refund or return.
Please get in touch directly to arrange a consultation appointment: hats@byilona.me.uk
Consultation Appointments
Consultation Appointments can be booked if you need help and advice on choosing a hat.
A consultation will be arranged via a studio visit to discuss your project. My studio is in Wembley Park, North West London. A deposit of £37 will be charged for the initial consultation. This deposit is deducted from the final price of a hat if you choose to proceed with an order on the day. This deposit is non-refundable if you choose not to proceed with the order.
Consultations will be 1 hour maximum, but may take less time depending on your needs.
Cancellations for the consultation made 7 days or more in advance of the appointment date will receive a 100% refund. Cancellations made within 3 days will receive a 50% refund. Cancellations made within 24 hours will not receive a refund.
Please be aware that I have a pet cat at my home studio.
Please get in touch directly to arrange a consultation appointment: hats@byilona.me.uk
Cancellation
Depending on supply availability, I may need to cancel orders. If this is the case, you will receive a full refund.
Made to order items are unable to be cancelled once work has started on creation of the model. The buyer is not eligible for a refund, as these are customised and bespoke items.
Ready to wear items can be cancelled for a full refund up to the point of being shipped. Once you receive the shipping confirmation email, it is not possible to cancel the order.
Bespoke customised and fully bespoke orders cannot be canceled once payment has been received. The buyer is not eligible for a refund. All bespoke customisations will be agreed for in an email, followed by an invoice to be paid in full before production can start. Once payment is processed the buyer cannot change their mind about the design choices in the specification.
Delivery
All orders are shipped from the UK. I cannot guarantee actual delivery dates and times. I will send you an email letting you know when your items have been shipped.
Small accessory items will be sent via the Royal Mail First Class service at a cost of £4.45.
Hat orders and blocked shapes will be sent via the Royal Mail Special Delivery Guaranteed by 1pm® service. A delivery charge of £7.65 plus a packing charge of £2.35 (£10 in total) is added at checkout.
If you have ordered small accessory items in the same order alongside a hat and/or a blocked shape, then the small accessory items will be sent via the Royal Mail First Class service for £4.45 within 7 working days upon receipt of payment. Your hats will be sent separately within 20-30 working days upon receipt of payment via the Royal Mail Special Delivery Guaranteed by 1pm® service for a charge of £7.65 plus a packing charge of £2.35 (£10 in total). Your shipping total for combined orders will be £14.45.
I aim to recycle packaging where I can, so your item may arrive in a re-used box. Inside the box your item will be packaged and protected securely with bubble wrap and/or tissue paper.
For delivery outside the UK please contact me directly at hello@byilona.co.uk to discuss the options before placing an order.
Returns
Ready to wear items can returned for a full refund. This must be done within 14 days of receipt.
Items must be in an unworn, unmarked, as new condition as received with all labels and tags still in place. Postage will not be refunded.
If you would like to return an item, contact me via email at returns@byilona.co.uk for a returns form and return postage information. You will need to print the form, fill it out and enclose it with the items you are sending back.
The buyer is responsible for return postage costs.
Please request and retain a proof of postage when sending a return.
You will be issued a refund within 14 days of me having received the items back.
The following items cannot be returned due to being made to order, customised, bespoke or on sale:
- Made to order hats.
- Made to order blocked shapes.
- Made to order accessories.
- Bespoke customisations.
- Fully bespoke.
- Consultation appointments.
- Sale items.
- Digital downloads.
Digital Downloads
- Digital downloads are available to download immediately.
- Digital download orders cannot be cancelled or returned or refunded.
By purchasing a digital download from this website, you agree to not distribute or share your download with anyone else. You are not able to re-sell the digital download or modify it in anyway.
If you have purchased a digital download and there is a problem with the download link please email me at download@byilona.co.uk
International Order
If you wish to place an order for delivery outside of the UK please contact me via email with your requrements and I will create a custom listing for you on my Etsy Shop.
Delivery costs vary depending on your country.
You will be liable for paying any extra taxes, import duties and/or handling fees.
For Ready-to-wear items: If you reject your parcel by not paying the taxes, import duties and/or handling fees, you will only be eligible for a refund of the cost of the item MINUS the costs incurred. Costs incurred include but are not limited to: my time, listing costs, postage costs, insurance costs.
For Made-to-order items: If you reject your parcel by not paying the taxes, import duties and/or handling fees, you will not be eligable for any refund, as your item was custom made for you specifically.
Except where otherwise noted, all content on this website by Ilona Ames is licensed under CC BY-NC-ND 4.0
Last updated: 04 December 2023
