RETURN & EXCHANGE POLICY

Louise Oliver is dedicated to providing the highest quality products. However, if you are not satisfied, you can return the goods to us for refund or exchange subject to our return policy and providing you follow our procedures listed here.

If you would like to return the goods, you must request this in writing within 7 days of delivery, by emailing theteam@louiseoliver.com, in order to obtain a Return Product Authorization (RPA) number, also advising your name, address, date of purchase, product name, worldpay transaction ID, the reason for return and specifying whether you require a refund or exchange of goods. Please enclose this information in the box with the item you are returning. Returns will not be accepted and refunds will not be given, more than 7 days after delivery.

All goods must be returned and received by Louise Oliver within 14 days of delivery in order to receive a refund or exchange.

The cost of delivery from Louise Oliver to the customer will not be refunded. Note that a Standard 7-day delivery charge of £10 is included in the product price which will not be refunded.

e.g. A customer buys a hat for £99 and has it delivered using the standard 7 day UK delivery service included in the price. Louise Oliver will refund the customer £89 i.e. £99 hat less £10 standard delivery charge

e.g. A customer buys a hat for £99 and upgrades the delivery by £10 to the UK Urgent delivery service. Louise Oliver will refund the customer £99 i.e. £99 hat plus £10 additional delivery totals £109, less £10 standard delivery charge

Exchanges are treated as a return and a new order. ie Return your hat and order a new hat on our website.

Louise Oliver will not accept returns for any items that have been used and tags removed. Upon receipt of an order, if any item has been received with no tags, customers should notify us in writing by email on the same day if they wish to return. Please note for hygiene and health purposes earrings cannot be exchanged or refunded.

Louise Oliver will only accept returns provided the goods are in their original packaging. We advise all customers to check items thoroughly on delivery before removing any attached tags and before disposing of any original packaging.

Returned goods lost in the post, arrived damaged or in an unfit condition for resale, will not be refunded. The customer is responsible for the cost and risk of returning the goods.

Any refund will be issued against the credit/debit card on which the purchase was made, but as we cannot credit back more than what was spent, we are unable to refund any return postage costs. Refunds will be made within 30 days.

We do not accept returns or exchanges for international orders outside of the UK, and for hats that have had their size adjusted specially for you by you or us.

While the colour reproduction of our goods is a close representation, we cannot accept any responsibility for any variation in colour caused by the photography or computer screen. There may be natural colour variations in the sinamay material, as this is a natural material that is dyed by hand. Sinamay is a natural fibre, any colour or weave variation or irregularities are natural characteristics of the sinamay material and should not be treated as a defect.

We cannot dye sinamay pure brilliant white, our white is as white as we can get it, but it is not dulux pure brilliant white because sinamay is a natural material, we do have ivory which is more yellowy. We do not suggest you try and match a white hat to a white outfit.