Terms of service

Terms and Conditions of Business

These Terms and Conditions apply to all purchases, commissions, workshops and services provided by Sussex Hats Limited also trading as Isabella Josie. References to “we”, “us” or “our” mean Sussex Hats Limited. References to “you” or “the customer” mean the purchaser.

Nothing in these Terms affects your statutory rights under English law.

 

 

1. Ordering and Payment

Many of our hats, fascinators and headpieces are made to order. To ensure the high standard our clients expect, we request a minimum lead time of six (6) weeks from order to dispatch for made-to-order and bespoke items.

If you require an item sooner, please contact us before ordering so we can confirm whether this is possible, or consider selecting from our ready-to-wear collection, including curated items sold under our Sussex Hats Limited trading name.

Where you request customisation to a ready-to-wear item (for example, altering a trim or colour), this must be agreed with us at the time of ordering.

By placing an order online or in store, you confirm that you are authorised to use the chosen payment method and that you agree to these Terms and Conditions.

All orders placed thorough our website are subject to acceptance and availability. When you place an order you are making an offer to purchase goods. A contract between us will only be formed when we confirm dispatch of your order.

Pricing: We take all reasonable care to ensure that prices on our website are correct. However, errors may occasionally occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price of cancelling it. If we are unable to contact you we reserve the right to cancel the order and provide a full refund. 

Product Availability: All products are subject to availability. If a product you have ordered is out of stock or unavailable we reserve the right to cancel your order and provide a full refund. 

Right to Cancel Orders: We reserve the right to refuse or cancel any order at our discretions, including here products are incorrectly described, priced incorrectly or unavailable.

Website Errors: We reserve the right to correct any errors, inaccuracies or omissions on our website at anytime without prior notice.

 

2. Bespoke, Commissioned and Personalised Items

Bespoke, commissioned or personalised items are those made or altered to your individual specification, measurements, colour choice or design request.

Cancellation Rights

Under the Consumer Contracts Regulations 2013, bespoke, commissioned or personalised goods are exempt from the 14-day cancellation period. This means that once work has agreed items cannot be cancelled for change of mind.

A non-refundable deposit of 50% is required to proceed with bespoke or commissioned work. The percentage may vary at our discretion to reflects design time, materials sourcing and work undertaken. 

This exemption does not affect your statutory rights. If a bespoke, commissioned or personalised item is faulty or not as described, your rights under the Consumer Rights Act 2015 remain fully applicable.

 

 

3. Ready-to-Wear Items

Online Purchases

Ready to wear items purchased online (including curated items sold under Sussex Hats), you have the right to cancel your order within 14 calendar days from the day after you receive the item, for any reason.

To exercise this right, you must notify us in writing within this 14-day period. You then have a further 14 days to return the item. Original standard delivery charges will be refunded if this was initially paid by the customer. Enhanced delivery charges are non-refundable.

Returned items must: - Be unworn and unused, in their original condition with all labels attached and be suitable for resale.

You are responsible for return postage costs. We recommend using a tracked service. You may be responsible for any loss in value if the item is returned in a condition different from that supplied. Initial delivery charges will not be refunded, unless the item is faulty.

In-Store Purchases

Items purchased in person from our Arundel shop or other physical locations are not eligible for refunds due to change of mind.

We are happy to offer exchanges within 30 days of purchase, subject to availability and the item being unused and in original condition.

Please see below for your statutory rights if your item is faulty.

 

 

4. Faulty Goods – Statutory Rights

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose.

If an item is faulty: - You may reject it within 30 days of receipt for a full refund - After 30 days, you may be entitled to a repair or replacement - If a repair or replacement is not possible or unsuccessful, you may be entitled to a refund or price reduction

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

 

 

5. Commissions and Consultations

We welcome commissions and bespoke orders. Clients may be invited to attend a consultation at our millinery studio. 

Clients enter a working studio environment and must follow all reasonable safety instructions provided.

Guide pricing and timescales will be provided during consultation. Final pricing may vary depending on materials and design complexity.

You agree to make yourself reasonably available for follow-up communication or fittings where required.

Once the final balance has been paid and the design agreement confirmed, we are not obliged to make further alterations unless required by law.

 

 

6. Packaging and Delivery

All items are carefully packaged and dispatched with care. Please inspect your order on delivery.

If an item arrives visibly damaged, please notify us within 7 days of receipt. This does not affect your statutory rights in relation to faulty goods.

At present, we only ship to UK addresses.

If you wish to purchase an item and have it shipped overseas, please contact us before ordering so we can confirm whether this is possible and advise on likely postage costs and any additional charges.

Delivery charges are shown at checkout. Where overseas shipping is agreed, customers are responsible for any customs duties, import taxes or local charges. We are not responsible for delays caused by couriers or customs authorities.

Local collection from our Arundel premises may be available by prior arrangement.

 

 

7. Right to Refuse or Cancel Services

We reserve the right to refuse service, cancel orders, amend prices, or withdraw products, workshops or hire services at any time.

This right will be exercised fairly and in accordance with the Equality Act 2010.

 

 

8. Sustainability

We aim to create timeless pieces designed to be worn repeatedly and to minimise environmental impact. We support UK suppliers where possible and use up-cycled materials when appropriate.

 

 

9. Copyright

All designs, images, text and content are the copyright of Isabella Josie.

No reproduction or use is permitted without prior written consent.

 

 

10. Compliments and Complaints

We welcome feedback. Please contact us at hello@isabellajosie.com to find out how to do this.

 

 

11. Events, Workshops and Group Bookings

Full payment is required at the time of booking for individual workshop places.

For group bookings, a non-refundable deposit is required, with final numbers and balance due at least 48 hours before the workshop.

Workshops take place on specific dates. By booking, you acknowledge that your statutory right to cancel may be limited under the Consumer Contracts Regulations.

Customer cancellations are non-refundable.

We reserve the right to cancel or reschedule workshops due to unforeseen circumstances. Where rescheduling is not possible, a refund will be issued.

 

12. Health and Safety

All hats, headpieces and hair accessories are designed for adult use only and should be worn as intended. Care should be taken with decorative elements such as feathers, wires or trims.

Our shop operates as a working millinery studio. Customers and visitors are asked to take reasonable care when entering the premises and to be mindful of studio equipment, tools, materials, displays, and work in progress.

Millinery workshops and demonstrations may involve the use of sharp tools (including needles, scissors, and blades), heated equipment (such as irons or steamers), wires, and other specialist materials. These activities carry an inherent level of risk.

By booking or participating in a workshop, attendees confirm that they are physically capable of taking part safely and agree to follow all safety guidance and instructions provided. Participants take part at their own risk.

We accept no responsibility for injury, loss, or damage resulting from a failure to follow safety instructions, misuse of equipment, or lack of reasonable care by participants.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, or for any other liability which cannot be excluded or limited under UK law.

 

 

13. Media and Photographs

Photographs and video may be taken on the premises during shopping hours, workshops, or events for promotional and marketing purposes, including use on our website and social media channels. If you do not wish to be photographed or recorded, please inform us in advance or at the time.

We may also share images of our own work, studio activity, and events on social media. Where individuals are clearly identifiable, we will take reasonable steps to obtain consent where required.

Where clients or participants provide images to us (including photographs taken by third parties), we will assume that the sender has obtained the necessary permissions from the photographer and from any individuals shown in the image for it to be shared and used for marketing purposes.

If you are the copyright owner of an image and believe consent has not been given, or if you have previously provided an image and no longer wish for it to be used, please contact us immediately. Upon request, the image will be removed from our marketing materials within a reasonable timeframe.

 

 

14: Hat Hire

Ownership and Responsibility: All hired items remain the property of Sussex Hats Limited at all times.

Hire Fees and Cancellation: The full hire fee is payable at reservation.

Cancellations made 14 calendar days or more before the hire date will receive a full refund. Cancellations made less than 14 days before the hire date are non-refundable.

Deposits and Returns: A refundable deposit is required on collection. Deposits may be retained to cover cleaning, repair or replacement costs arising from damage or misuse.

Late returns will be charged along. Hat boxes must be returned, charges apply for missing boxes.

Availability: If a hired item becomes unavailable, we will attempt to offer a suitable alternative. If this is not possible, liability is limited to a refund of the hire fee.

Hat Hire Fees can be requested by emailing hello@sussexhats.co.uk

15. Governing Law

These Terms and Conditions are governed by and construed in accordance with English law.