Shop policies
Under the heading of customised bespoke goods, the made to order tiaras and fascinators are non refundable due to the aspect that all designs are made to the customers requirements.
Even though an item ordered may be exact to the pictured sample, each piece is made on request as we do not keep any stock of any made products.
All customers have the option of customising their design by stating their bespoke requirements including comb or band colour and preferred side worn.
We are sure that you will fall in love with your headdress, although if for whatever reason you are not 100% happy with the finished piece we do offer a complimentary amendment service to enable us to make minor changes to the design where the customer will return the order at their own cost, ideally providing a fabric sample in with the return to enable us to tweak the colouring to the perfect match. Once amended we will cover the shipping cost back to the customer as a goodwill gesture.
In these cases items MUST be returned with permission, in the condition they were sent in with all labels intact and no adjustments or changes that have been made by the customer.
Any orders that have been tampered with, defaced or with parts of the design removed will NOT be refunded as this is a breach of the standard law set by GOV.UK and therefore our business is within it rights to not issue any sort refund.
In addition, any items that are returned in an irreparable/ruined condition caused by the buyer will then remain the property of Amanda Sutherland, and after photo evidence will be destroyed.
This protects the business from re-dispatching faulty and irreparable items back to the buyer which could then be used by the buyer to promote inaccurate reports, and potential false accusations with regards to the high standards of presentation this business is renowned for.
We provide accurate images on each listing and will also provide customers with online colour swatches if required prior to ordering, Customers are also welcome to send a colour swatch via post prior to ordering.
We are always happy to assist with design advice and colour information before ordering, and is due to our dedicated customer service and 100% product quality our reviews speak for themselves.
It is very rare that we have received any required amendments to our designs but we like to inform customers of this service which will give you peace of mind when ordering.
We suggest sending items back for any amendments via a recorded/tracked service for your own proof of delivery as we do not accept responsibility for items lost or damaged in return transit.
( Please note that any items returned without permission of the seller will be refused on delivery and therefore will be either returned to sender or classed as lost items if a return address is not visible on the parcel. The buyer will then be unable to receive any form of refund for the item. This is to prevent any returns which breach our non refundable policy on bespoke items )
If you have any further queries please do not hesitate to contact us where we will be more than happy to assist you in selecting the perfect accessories.
Returns policy on our ready to wear pieces:
Our ready to wear pieces which include our turban bands and our fleece lined wool turban bands are refundable pieces. Most of these design are in stock therefore are not classed as customised bespoke pieces.
It is rare that we ever receive a return on these award winning designs, however if you wish to return these pieces which are generally priced at £15 - £35 we insist that you let us know within 2 days of receiving your order. Returns need to be sent back to our studio with 4 days and need to be unworn with labels still intact. Having passed our stock check and if we are satisfied that the band has not been used we will refund the item only cost. The customer is liable for both postage charges including the sent postage and the return postage back to us which we advised should be returned on a signed for delivery to ensure that we have received it
Shipping and dispatch times:
We are very happy to accommodate a quicker dispatch if an item is required for a sooner date and we will do our upmost to
complete your order in quick time, however we cannot accept responsibility for a slower than average transit time as this is completely out of our control.
(All U.K. fascinator deliveries are sent out on a special next day delivery service once completed (which is highly reliable and will arrive by 1pm). orders sent out on a Friday are Guaranteed to arrive by 1pm on the Monday although they do often arrive on the Saturday. Deliveries to Ireland are classed as overseas deliveries therefore please allow a few days for your tracked delivery to arrive.
Orders placed by any customer which incur an overseas shipping address who are wanting an item for a date which is within 2 weeks is entirely at the buyers risk.
Any overseas deliveries should allow 10 working days although the expected timing for the United States etc is 5-7 working days.
Most of our orders are received within the expected time, although on rare occasions due to a slower state service and postal service delays we have known parcels to take up to 2-3 weeks to arrive. This is unusual but possible.
All our bespoke pieces are sent on a tracked delivery and your tracking no. will be sent to you as soon as your order is on it’s way.
We are unable to offer any refunds on your order if it arrives with you later than expected as this is completely beyond our control and your item will have been made to order under the customised bespoke heading which is non refundable.
We are happy to offer guidance on average shipping times prior to placing your order but this is only ever a guide seeing as we cannot guarantee exact timings.
We have never known a tracked order not to arrive at its destination . These items are logged throughout their outward journey, all information can be accessed by using the tracking number provided to the customer on dispatch.
Failure for a customer to provide an incorrect address, refuse to sign for the parcel on delivery ( possibly due to a later than expected arrival and no longer wanting the item), or the inability to collect an order from the local collection office will result in a non refundable order.
An attempted delivery is held at the local collection office for approx 3 weeks ( a delivery note will be posted through your door to inform you of this) and if the item is not collected it may be attempted to be returned to the sender although this is not guaranteed.
It is our commitment to supply the customer with a non refundable bespoke item, therefore we have every right to refuse to sign for an order which may be returned to us in this way,as this is a breach in our shop policies and a error of judgement with the buyer not providing us with the correct address on the order contract, failing to accept the delivery or failing to collect an attempted delivery.
On the odd occasion that this method of return was attempted, the items failed to reach us as they were lost in transit, so therefore a refund and claim against Royal Mail was void due to above reasons and therefore no refund was given to the customer.
This has unfortunately resulted in the update of our shop policies to avoid issues occurring and protecting our sellers rights.
Lost items in transit for non tracked items.
A parcel is not considered to be lost until 25 days after posting.
After this date there is a coding which can only be accessed by the postal system to assess whether the package has been delivered. This is purely a prevention to illuminate false claims.
If after the 25 days you still have not received the order do let us know as we can then inform the postal service who will run delivery checks and then if the items status is marked as undelivered we will be then be able to issue a refund.
The postal service is highly reliable and it is an extremely rare occurrence that any of our items have been lost reaching the given address.
Shipping policies
Orders will be posted from the UK within the time stated on each listing section. (working days do not include weekends and UK holidays). Items will be shipped to the address on the order, unless a preferred address is notified at point of sale.
UK deliveries for our bespoke range (fascinators and tiaras) will be sent out on a next day signed for delivery and a tracking number will be sent to the customer on dispatch to enable the delivery to be tracked.
International deliveries for our bespoke range ( fascinators and tiaras) are sent by Royal Mail /Airmail which is a signed and tracked service. Customers will be provided with a tracking no. on dispatch.
UK deliveries on our turban headbands will be sent on a royal mail 1st class delivery.
International deliveries for our Turban headbands will be sent on a standard Royal mail airmail service which is not tracked.
If customers require a tracked service on these items please contact us prior to ordering so that we can set you up the additional shipping cost.
A flat fee is charged for shipping. Therefore, more than one item can be purchased with no additional postage costs.