Ordering FAQ's

How can I contact you?

If you have any questions or comments about our products, designs, site, product care or ordering services then please contact us.

By Phone:
+44 (0)1423 816511
Monday - Friday: 9am to 5pm if there is no answer we will be helping a customer so please leave a message

By Email:
Jennifer@adornhats.co.uk

By Mail:
Adorn Hats
Jennifer Roberts
Pointers End, Rudding Dower
Rudding Lane
Harrogate, HG3 1LL
North Yorkshire

What credit cards are accepted?

For online and over the phone purchases we accept Visa, Visa Purchasing, MasterCard, American Express and Switch, Solo and Visa Delta debit cards.

All credit card transactions are secure and encrypted (see Security section for more details). Our credit card processor Pay Pal is endorsed by the major global banks.

Can I order by phone or email?

You can also order any items on this website over the phone or by email. Please make sure you have the correct ordering information when you place your order - Design Name, product id, Colour, Quantity and Size

If ordering over the phone, have your credit card to hand as we will require your details for card authorisation.

If placing your order using email please send to Jennifer@adornhats.co.uk include the same details as above (except credit card details) and also include a contact phone number that we can call you on. We will call you to take your order and payment over the phone. DO NOT PUT ANY CREDIT CARD DETAILS IN ANY EMAIL YOU SEND TO US.

How will I know shopping on this site is totally safe and secure?

Security is paramount to us as well as to you - the customer. ALL credit card transactions are encrypted safely using 128-bit encryption and the industry standard SSL (Secure Sockets Layer) architecture. Secure browsers like Internet Explorer, Firefox and Safari make use of this encryption technology.

Credit card information entered cannot be read by anyone on the internet and is decoded only by the receiving credit card processor Pay Pal. Your credit card details are not held anywhere on the internet. Our credit card processor Pay Pal is endorsed by the major global banks.

Adorn Hats does not email customers to verify credit card numbers, banking details or ask for passwords. You should only be entering your credit card number during the checkout process when your browser is securely connected for card authorisation.

How will I know if there is a secure connection?

To denote a secure connection has been made when on the credit card payment page, Internet Explorer and Firefox or Netscape (version 4 and above), will show a little highlighted 'closed' padlock symbol in the bottom of the browser window.


How do I cancel an order?

You reserve the right to cancel any of your purchases for whatever reason up to 7 days after receiving them (receipt on signature).

We must receive confirmation of order cancellation before the end of this 7 day period. Confirmation of order cancellation may be by fax or email. We are unable to accept phone confirmations of cancellation. When cancelling your order please quote all your order details as this will help to identify the correct order. After the 7 day period our standard returns policy is followed.

To return received items or items that have arrived damaged, see our returns policy. Unfortunately we are unable to refund returns postage for cancelled orders.

If you have just made an online purchase and your payment details have been accepted, but now you wish to cancel that order, then please contact us straight away. We will need the order reference number that was given to you when your payment was accepted. A refund will be placed on the card used for the original purchase (see Returns Policy notes).

I am experiencing difficulties with my on-line purchase, what can I do?

If you are proceeding with an on-line purchase but experiencing problems then please review the following:-

• Connecting to the secure card payment page should take only a few seconds. However, as a secure link is being negotiated and established with your browser, it's not uncommon for this process to take more than a few seconds during a busy period - please be patient.

• If there has been a period of browser inactivity (5+ mins.), your browser may 'timeout' a secure link thinking it is not required any longer. See next point below to correct this.

• If still nothing seems to be happening after a short wait then it may be necessary to either;

a) click on the 'refresh'/'reload' button on your browser toolbar to refresh the
secure connection being attempted or,

b) go back to the previous page, then click again the button to send your order
or to confirm your details.

Secure links can on occasion 'drop' due to line 'noise' or line interference. If you feel this has happened to you after you have entered your credit card details then do not worry. Please remember that only after a successful transaction will a mail be sent to the e-mail address you provided confirming your order. No e-mail message - No transaction success.

Please contact us directly by phone or email if you are unable to continue with making an on-line purchase.

Should your browser appear to have 'frozen' (not responding to any button or link clicks after a short wait) then unfortunately, it may be necessary to close down your browser and start again.

How will I know Adorn Hats has received my order?

Once your order has been accepted and your payment has been authorised, you will receive a confirmation page on completion of the checkout process providing you with a unique transaction ID number. Additionally, an email confirming your order has been received will be sent to the email address you gave during the checkout process and will contain your transaction ID and an order reference number.

When can I expect delivery of my order?

You will be notified by email as soon as your order has been dispatched from Adorn Hats. It is from the date of dispatch against which delivery time can be measured. All delivery times apply during normal business working days only and do not include weekends or public holidays.

If for some reason your item is not in stock at the time of ordering you will be notified immediately. On very rare occasions it could be that due to careful hand-finishing some designs require, an item may take slightly longer to get to stock than others (2 or 3 weeks). You will be immediately informed if this is the case. This additional time will need to be added to our standard delivery times.

How much will shipping or delivery cost?

Shipping and delivery costs include all postage and packing of your order. We are able to deliver orders to almost anywhere in the world. If for some reason we are unable to deliver to the address given during the checkout process, we will inform you and attempt to make alternative delivery arrangements.

Region Delivery Cost Delivery Time (business days)

U.K. Special delivery £10.00

2 - 5 days U.K. Standard £4.95 2-5 days

Will my package be insured?

Adorn Hats arranges all items in transit from us to the delivery address to be insured against theft and accidental damage at no cost to you. Once your order has been delivered to the specified delivery address the items are no longer covered by insurance.


How can I expect to receive the goods?

Your order will be dispatched to you tissue-wrapped in a bag, boxed and sealed in a mail bag for maximum protection.

Orders that include the Gift Wrap service will be wrapped in fine tissue paper, carefully packed in one of our luxury silk finish presentation boxes and tied with a bow. The gift box will be sealed and sent in a mailing bag for maximum protection.

If on receipt you find your items have been damaged during the delivery process, then please retain all mail packaging and inform us immediately. We will replace items at no cost to you and will initiate an investigation with the delivery service company.

Is my personal information kept private?

The adornhats.co.uk / adornhats.com website ('Site') is a UK-based website and is in accordance with the requirements of the UK Data Protection Act 1998 relating to the personal information you supply on the Site. The Site uses a security system that protects your information from unauthorised use.

We will not sell, distribute or disclose information to 3rd parties whatsoever about you as an individual or your personal usage of the Site without your consent or unless required or permitted to do so by law.

Any information collected as part of your purchase or newsletter request, we would like to keep up-to-date. You may change any of the basic information we keep about you at any time by logging in and selecting update details.

We may also use the information we gather to notify you about important functionality changes and alterations to the Site, or offers of products, services or information that might be of particular interest to you.

Does Adorn Hats ship to post office boxes?

You must provide us with a physical address where our delivery service can get a signature upon delivery of your item if required. For this reason we are unable to deliver or ship to P.O. Box addresses.

If an item that required a signature on receipt is not delivered, it will be returned to nearest main delivery point or sorting office. You will need to contact your local delivery service to follow up any items that may have been returned.

How do I return items?

For details on how to return any items to us please read the instructions on our Returns Policy page.

Where else can I buy your designs?

As well as on our website or over the phone, you can purchase our designs at some boutiques and stores. See Stockists for more details.

When I click on a button or link and I get a message "this page cannot be displayed..." or "unable to find the file...."

Clicking on a button or a link should take you either to a new page location or start an event. If you receive an error message it is more usual that either;

- the requested page no longer exists or the requested page name has been changed
- your internet connection software has 'timed out' and disconnected itself after a period of inactivity

Should you find you are still getting the same message when clicking on any of our website links or buttons, then please contact us as soon as possible with your error message so we can check our links.


Can I send my order to a different address?

Just enter a separate address during your checkout process and your order can be sent to any UK address.