Sheffield-based bespoke millinery for all occasions

Delivery & Returns

Delivery

All items in stock will be sent within 3 working days.

If I cannot dispatch your order within 3 working days, I will get in touch and let you know when it will be dispatched.

Please check individual listings for lead times on made to order designs.

Please note, ALL orders will require a signature on receipt and therefore cannot be sent to PO Box or Mail Receiving Centre addresses.

If you think you may miss your postal delivery, I can post to a work or family address where someone is guaranteed to be in.

However, I can only post to the delivery address you provide in your order details, no alternative addresses can be accepted by email or any other form of correspondence.

 

UK Standard free delivery: 2nd Class Signed For.

UK Only Fully Tracked Upgrade: Royal Mail Special Delivery

UK orders over £50: Royal Mail Special Delivery for insurance purposes.

 

For international orders, if Royal Mail International Tracked and Signed is available for your country of origin, this service will be used. If not, Royal Mail International Signed will be used.

 International Tracked and Signed offers full tracking from dispatch to delivery. 

 International Signed does not offer tracking outside of the UK, but confirms delivery. 

 

I will send your tracking number when I confirm I have dispatched your order.  You will be able to then track your order via the Royal Mail website.

UK Standard Free Delivery: 2nd Class Signed For

Royal Mail aim to deliver this service within 2-3 working days, including Saturdays

UK orders over £50: Royal Mail Special Delivery

Royal Mail aim to deliver this service by 1pm the next working day, excluding Saturdays.

 

International services can be notorious for customs delays. Unfortunately, there is nothing I, nor the delivery service providers, can do to avoid these potential delays. Please remember, I am not responsible for any delays to your delivery due to customs.

From experience, I recommend anticipating delivery within 7-14 working days, however, this could be 21 working days around high traffic times of year (I’m thinking Christmas, specifically!)

Potentially, I’m afraid so. I am not responsible for paying your taxes for you.

You are responsible for any customs and import taxes that may apply. You should be able to get guidance from your domestic customs service as to what charges to expect.

If a package is returned to me because it is undeliverable due to an inaccurate shipping address provided by yourself, or if you don’t claim your package from the sorting centre, I cannot be held responsible.

Under these circumstances, you will be responsible for the cost of re-shipping the package.

Should your order be returned to me undelivered and you do not wish to have the package re-shipped, I will cancel the order. I will also cancel the order if your parcel is returned to me undelivered and you do not respond to notification of this within 3 working days.

In both these instances, a refund will be issued for the value of the items ordered only. If you chose a shipping upgrade when you ordered, this upgrade will not be refunded as it is not standard postage.

Returns, Exchanges & Refunds

Yes. Under UK law, you have the right to terminate the contract and return the item even if the item is not faulty in any way. You have the right to do this up to 14 days after receipt of the items.

If you wish to return an order, you MUST contact me via email before sending your package. This is a legal requirement, however, out of courtesy, I do ask that you let me know that you are returning your order. If I know I am awaiting a parcel at the reception of my studio building, I can keep an eye out for it and process your refund more swiftly.

If you wish to exchange an order, please do get in touch so I can make sure I have a suitable alternative in stock for you.

If you change your mind about your order before I have dispatched it, please do contact me by email to request a cancellation. I aim to dispatch in stock items with 1-3 working days, so please do let me know as soon as possible.

Your package will be sent with a return address label on it, but here is the address again:

Imogen’s Imagination, Exchange Place Studios, Exchange Place, Sheffield, S2 5TR

I regret that I am unable to offer refunds or exchanges on products that are bespoke, made to measure or customised in any way.

These items are exempt from these conditions under UK law.

Yes, I’m afraid you are responsible for this cost.

All returns must be in an unworn, unmarked, as new condition and complete with any original tags in place. If the items show any wear, beyond what may be result of handling the item to check it is what you have ordered, a deduction will be made from your refund.

I recommend that you use weatherproof wrapping and sufficient protective packing materials to prevent damage to the item in transit.  Should any damage occur to package during its return, you will be responsible for any loss in value.

I also recommend getting proof of postage. This doesn’t have to be a tracked/signed for service unless you want that security or it is required by Royal Mail based on the insurance value of your order. Please do get a Certificate of Postage at the very minimum, as it could affect the timely processing of your refund.

Please note, I cannot be held responsible for lost or damaged returned goods that have not been correctly insured.

If your returned order has not been damaged due to insufficient packing during return, and does not show any signs of wear, you will receive a full refund for the cost of the item and the outgoing standard postage.

If you chose a shipping upgrade when you ordered, this upgrade will not be refunded as it is not standard postage.

Depending which happens first, I will issue your refund within either 14 days of either receiving your return package, or, you providing evidence that the order has been returned (e.g. proof of postage or a tracking number).

I spend a lot of time sourcing the best quality materials for my designs and ensuring the quality of the products I make. However, should I have missed something, you have a right to return faulty goods. You can this up to six months after receipt of the goods.

Depending on the circumstances, you may be entitled to a refund (full or partial), a repair or replacement.

You will be required to send photos of the item to allow me to assess which option is most appropriate.

If your order is lost in transit, I have to assume that the contract for your order is terminated.  In these circumstances, I will provide either a replacement item, or if this not possible, a refund.

However, I am bound by the conditions of Royal Mail’s policy regarding lost packages. Royal Mail do not consider a package lost until the below timescales have passed:

UK 2nd Class Signed For: 10 working days after due date

UK 1st Class Signed For: 10 working days after due date

UK Royal Mail Special Delivery: 5 working days after due delivery date/time

For information about potential shipping times for international orders, please see the FAQs relating to delivery.

If a package is returned to me because it is undeliverable due to an inaccurate shipping address provided by yourself, or if you don’t claim your package from the sorting centre, I cannot be held responsible.

Under these circumstances, you will be responsible for the cost of re-shipping the package.

Should your order be returned to me undelivered and you do not wish to have the package re-shipped, I will cancel the order. I will also cancel the order if your parcel is returned to me undelivered and you do not respond to notification of this within 3 working days.

In both these instances, a refund will be issued for the value of the items ordered only. If you chose a shipping upgrade when you ordered, this upgrade will not be refunded as it is not standard postage.