Refund policy

We love our hats, and we hope you do too!

However, if you change your mind about a purchase please see our return policy below.

1. Made-to-Order, Bespoke & Personalised Items

These items are made or altered to your individual specifications, so cancellation for change of mind is not possible.

However, your statutory rights still apply. If an item is faulty or not as described, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

2. Ready-to-Wear Items

Online Orders

You may cancel your online order for a ready-to-wear item within 14 calendar days from the day after you receive your item by notifying us of your decision to cancel.

Once you have notified us, you then have a further 14 calendar days to return the item to us.

Items must be unworn, unused, with all labels attached, and in a condition suitable for resale.

Standard delivery charges paid at the time of ordering are refundable. Any enhanced or upgraded delivery charges are non-refundable.

Customers are responsible for all return postage costs. We strongly recommend using a tracked delivery service to ensure your item reaches us safely.

In-Store Purchases

Refunds for change of mind are not available.

Exchanges are accepted within 30 days, subject to availability. Items must be unused and in their original condition.

3. Faulty Goods

All items must be fit for purpose, of satisfactory quality, and as described.

If an item is faulty, you may reject it for a full refund within 30 days of receipt.

After 30 days, you may request a repair or replacement, or a refund/price reduction if repair or replacement is not possible.

These rights apply to all items, including bespoke and personalised products.

4. How to Return Items

Inspect your order on receipt. Notify us at hello@isabellajosie.com within 7 days if there is visible damage.
Arrange your return with us and send the item in its original packaging and condition.
Refunds will be processed once the item is received and inspected.

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