FAQ
HOW DO WE CREATE OUR HATS, FASCINATORS AND HEADDRESSES?
All our headdresses are handcrafted using traditional millinery techniques, taking care of even the smallest details so as to ensure that our pieces are of the highest quality.
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HOW CAN I BUY A HAT OR FASCINATOR?
All of the products on our website are made to order and can be pre ordered. Please contact us regarding the lead time.
If our products online do not match your requirements, we also offer a bespoke service. This enables you to design the model, colour and embellishments of your headdress which best suit your event, the season of the year, dress and accessories. In order to do this, we will arrange a personal consultation to discuss all the details of your headpiece according to your taste and requirements.
The personal consultation can be in-person for those who reside in Madrid or via telephone or Skype for clients who reside in other locations.
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HOW LONG WILL IT TAKE TO MAKE A BESPOKE HEADDRESS?
Due to the fact that all our products are handcrafted this will depend on the complexity of your chosen design. We estimate that bespoke commissions can take 3-6 weeks, in addition to the delivery time. For this reason we recommend you allow sufficient time when ordering bespoke pieces. If for any reason, you should need your headdress sooner, please contact us and we will study the possibility of making it in a shorter period of time.
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DO YOUR PRODUCTS INCLUDE VAT?
All the prices of our products are in euros and include VAT for the EU.
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WHAT IS THE DELIVERY TIME?
Products online (in stock): Delivery within Spain is approximately 7-9 days. There is a lead time of 4-6 weeks to make your headdress which will be added to the delivery time.
For bespoke designs we recommend you order at least 6 weeks in advance to ensure that you receive your product in time for your event.
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WHAT IS THE PRICE OF SHIPMENT?
Small and medium sized headdresses: 11.95-14.95 euros (within Spain)
Large headdresses (wide-brimmed and hatinators): 19.95 euros (within Spain)
*We also have the option to collect your item in Madrid.
For information about the price and delivery time for products to other countries, please contact: gpenistonemillinery@gmail.com
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WHAT IS YOUR POLICY ON RETURNS AND REFUNDS?
General returns
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We are sure you will love our products! However, should your hat or headdress not meet your requirements you can return products bought via the online shop. In order to do so, you must notify us within 24 hours of receiving the product. The product should be sent on the following workday in its original packaging to the address we will provide you with (all shipping costs incurred will be the responsibility of the buyer). As soon as we receive it and have checked that the item is in the same condition as when it was sent to you, you will receive a full refund for the item.
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These returns are only applicable on made to order items bought via the online shop. Bespoke headdresses and hats can be returned only if they are faulty or damaged.
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Shipping expenses on returned items, except for damaged items, will be paid by the client and are non refundable.
Whenever we receive a notification of returns, we will do our utmost to make another headdress so that you receive it in time for your event. For this reason, we recommend ordering your item well in advance so as to avoid exceptional circumstances.
Returns on faulty or damaged products
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If your product is faulty or damaged, you should notify us via email within 24 hours after receiving it, together with photos of the product. Once we have confirmed the flaws or damage, the product must be sent back in its original packaging and we will do our utmost to send you another in the least time possible. If it is not possible to send you another in time, we will give you a full refund.
*We advise you to use national postal services of your country. Any shipping costs incurred by using transport agencies (UPS, SEUR, MRW, etc) will be the responsibility of the client.
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WHAT ARE YOUR PAYMENT OPTIONS?
You can pay for your product through Paypal or bank transfer. Please contact us if you wish to pay by bank transfer.
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DELIVERY:
DELIVERY WITHIN SPAIN
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Online products (made to order): approximately 7-9 working days (if there are national holidays during the delivery, the time could vary)
*For bespoke headdresses our recommendation is to place your order at least 6 weeks in advance to allow sufficient time for us to make your headpiece to ensure that your headdress arrives in time for your event. If you would like an item sooner than 6 weeks, please contact us by email and we will study this possibility.
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SHIPMENT TO EUROPEAN COUNTRIES
Regarding shipment to other European countries, please contact us via email: gpenistonemillinery@gmail.com
DO YOU ONLY OFFER MILLINERY COURSES ONLINE?
We offer both online courses and face-to-face courses in both Spain and international countries. If you require further information regarding these courses, please contact us by email: gpenistonemillinery@gmail.com
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