Returns Policy

We are sure you will be delighted with your purchase, but in the event that you would like to return a piece to us, please note the following policy is applicable:

Unsuitable items may be refunded or exchanged within 7 days from the date you sign for the delivery. Before you return something you must notify us within 24 hours of receiving an item and obtain a return authorisation reference number by emailing us at enquiries@vixenhats.co.uk

Please include your original receipt in the returned parcel. You must write your return authorisation reference number on the receipt. Any returned items that are not accompanied by an official reference number will not be accepted.

Bespoke or custom-made items are special orders, and as such, these items cannot be exchanged or returned under any circumstances.

Returns received after the 7 days time frame are accepted at the discretion of Vixen Millinery, and can only be refunded with a credit note which can be used on our website.

To return your purchase, you should send it to: Vixen Millinery, Studio 10, Botleys Farm, Wick Lane, Downton , Wiltshire, SP5 3NW, United Kingdom. 

The item you return must be in new, unused, and unworn condition with all the original packaging and tags still attached. We do not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser.

If you wish to receive a refund, we will re-credit the original purchaser’s credit card for the sum paid less any taxes and duties and less the carriage costs.

It is advisable to send returned items by registered post - and keep your proof of postage certificate - as we cannot be responsible for goods lost or damaged in transit. We can't guarantee that we will receive your returned item. 

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping any item over £50, you should consider using a trackable shipping service or purchasing shipping insurance.

Please note that carriage costs for returned goods are the customer’s responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.

In the unlikely event of late or missing refunds:

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at enquiries@vixenhats.co.uk

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at enquiries@vixenhats.co.uk and send your item to: Vixen Millinery, Studio 10, Botleys Farm, Wick Lane, Downton , Wiltshire, SP5 3NW, United Kingdom. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.