Delivery & Returns
Every piece is made by hand in the London atelier, and most are made for one client alone. That shapes how delivery and returns work here, and it is the same across couture millinery.
Delivery
Every piece travels in its own hatbox inside an outer carton, tracked, insured and signed for. A hat is charged on the size of its box rather than its weight, which is what makes sending one abroad expensive.
| Destination | Cost | Arrives |
|---|---|---|
| United Kingdom | £20.00 | 3 to 5 business days |
| United States | £70.00 | 5 to 8 business days |
| Everywhere else | From £45.00 | 3 to 8 business days |
The exact cost and delivery estimate for your address are shown at checkout before you pay. Delivery times are on top of the time it takes to make your piece, and they cannot be guaranteed because they are not in our control. Tracking is available on request.
If your country is not listed
Write to contact@mariamonicalondon.com with the piece you want and your full address, and we will quote the delivery before you commit to anything.
Duties and taxes
For international orders, all duties and taxes are the responsibility of the customer and are administered by the courier once the parcel arrives in your country. They are separate from the delivery price you pay us.
Insurance
Every parcel is fully insured in transit and requires a signature. If a piece arrives damaged, photograph it and write to contact@mariamonicalondon.com within 48 hours and we will put it right.
Returns and cancellations
For pieces that are made to order we do not offer refunds or returns. A commission is drawn, blocked and finished to your own head measurement, in a colour matched by hand against your fabric, so it is made for you alone and fits nobody else the same way. Nothing is made until you have had a consultation, approved a written quote and seen the shape adjusted on the block at a fitting.
For a ready to wear piece bought in person at an appointment, having seen and tried it, we offer an exchange within 48 hours of you receiving it. We do not offer refunds or returns on these pieces.
For a ready to wear piece ordered online, you have fourteen days from delivery to tell us you wish to return it and fourteen days after that to send it back. It must reach us unworn and exactly as it left us, in its own hatbox with the tissue and tags intact. Return postage is arranged and paid by you, and we ask for an insured tracked service because the piece travels at your risk until it reaches us. A piece that has been worn, altered or damaged is not refunded in full.
To cancel an order, write to contact@mariamonicalondon.com.
24 hour cooling off period
You may cancel a commission within 24 hours of booking it, and anything you have paid is refunded in full.
Masterclass places
A place is reserved only once full payment has been received, and we may offer the place to another student while payment is outstanding. Once a place has been confirmed and paid for, no refunds are given. In exceptional circumstances a credit will be given against a future masterclass.
If something is wrong
If a piece arrives damaged or faulty, photograph it and write to contact@mariamonicalondon.com within 48 hours. We will repair it, remake it or refund it, whichever you prefer. Hats are made by hand, so slight variation in colour, texture and trim is the nature of the work and is never a fault.
None of this affects your statutory rights.