Refund policy

Damaged Items:

Upon receipt of order, if the package is visibly damaged on arrival, you must mark 'box damaged' on the courier's delivery record before thoroughly inspecting the contents yourself. Damages must be notified to Heather Hats within 24 hours of receipt in order to obtain a credit or replacement. No claims for damage in transit will be considered after this period or for damaged boxes not signed as such.

Shortages:

Upon receipt of order, please thoroughly inspect the contents of all packages. Shortages must be notified to Heather Hats within 48 hours of receipt in order to obtain a credit or replacement. No claims for shortages will be considered after this period.

Faulty Items:

Where goods are found to be faulty upon receipt, we may arrange for collection of the item(s) and offer you the choice of a replacement item or a credit note. In most cases, a photograph of the fault can be emailed to sales@heather-fashions.com. We can often credit or replace without collecting the item to save time and unnecessary postage costs.

Returns:

If you receive your order in good condition, but you consider any item to be unsuitable, you may return it for a refund or credit provided that you do so within 30 days of receipt and the item is returned in its original condition and original packaging. Any price stickers must be removed from the item(s).

Please obtain permission to return from the sales office. Agents are not allowed to authorise returns without prior agreement from the sales office. Goods returned to our warehouse without being authorised may be refused and returned to you. Returns should be sent to: Leading Fabrics Ltd t/a Heather Hats and Accessories, Unit 5 Haweswater Road, Penrith Industrial Estate, Penrith CA11 9EU, United Kingdom. We advise that you use a tracked option for your return as we cannot accept responsibility for lost parcels.

Important: We regret that we will not be able to offer refunds on bespoke / printed products or larger quantity orders where items have been specifically ordered in.

Cancellation of Orders

Forward orders from our standard brochure styles can be cancelled with the prior agreement of the sales office. Any bespoke items cannot be cancelled once the production is under way.

Refunds (if applicable)
Once your return is received, inspected and accepted, we will either refund your payment or credit your account - whichever is applicable. If, in the unlikely event of your return being unacceptable, we will contact you to discuss further.

Late or missing refunds (if applicable)
If you haven’t received a refund please check your bank account/credit card statement again. Allow sufficient time for the payment to reach your preferred account.
If you’ve done all of this and you still have not received your refund please contact us at sales@heather-fashions.com.

Sale items (if applicable)
Only regular priced items are eligible for return and credit/refund; unfortunately sale items cannot be returned unless they are faulty.