Packaging & Delivery
Your product will be beautifully packaged and sent to you with great care. All items will be delivered in a box that you can then use for storage of your piece, filled with acid-free tissue paper and wrapped separately to protect the box.
All items will be delivered to the address provided by you on the order form. We cannot be responsible for errors in the delivery information that you supply to us.
READY-TO-WEAR: We aim to dispatch within 5 working days for ready-to-wear orders, subject to order confirmations and payment received. However, due to the nature of our small studio business, very occasionally it may take longer. Please let us know if things are more urgent and we will do all that we can to accomodate.
MADE-TO-ORDER: We recommend 2-4 weeks for made-to-order items, but will discuss this in a case-by-case basis dependant on materials and current workload. Rush orders are often possible but may incur a further fee.
UK Mainland Delivery
Deliveries within the UK are sent via a trackable Royal Mail Special Delivery service. A signature will be required upon receipt of delivery. Delivery will be before 6pm the next working day after despatch. The cost is £17.90 including postage and packaging.
Outside the UK Delivery
We are able to deliver to most global locations. Delivery prices vary per order and per country depending on the size of the box required. Please request a quote for accurate prices and express services.
Orders will be delivered via international registered post. A signature will be required upon receipt of delivery.
All relevant import taxes and duties must be paid by you when the item is delivered.
Collection
If you would prefer to collect directly from our studio (based in E16, London) or arrange a courier/taxi then please let us know.
Postage costs will be deducted but any other costs incurred will be the responsibility of the customer.
Returns
READY-TO-WEAR: If for any reason the product you purchased does not meet your expectations, we are happy to offer an exchange or refund where possible, provided a Returns Number is requested within 7 days of receipt and items are returned to Isla Campbell Millinery within 14 days and meet the requirements below:
All returns must be in perfect condition and complete with their original tags still attached.
To be eligible for a return, your item must be unworn, unmarked or undamaged and in the same condition that you received it. It must also be in the original packaging, with no tape or damage to the box.
A refund will be issued to the original card that was used for the purchase within 5 days of receipt of the return. This refund will include the full value of the items returned, including UK taxes, but excluding shipping costs and any taxes or import duties incurred.
If you are shipping an item over £50 (US$75), you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.
If you wish to exchange or report a faulty item please contact isla@isla-campbell.co.uk or call +44 (0) 7983 601651.
MADE-TO-ORDER: For Made-to-order items there is a strict NO-RETURNS and NO-EXCHANGEABLE policy so please be sure of your purchase in line with the regulations of the Consumer Protection. This policy does not affect your statutory rights. On the rare occasion that you are dissatisfied, please contact us and we will do all we can to accommodate.
The returns address will be provided on request.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, less any taxes or import duties incurred. We are unable to refund shipping costs.
Refunds will be credited to the account or card used to originally purchase the items, usually within 5 working days.
If 14 days have gone by since your purchase, then unfortunately we can’t offer you a refund or exchange.
Late/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 yet, please contact us at isla@isla-campbell.co.uk
Exchanges
Upon exchanging a product, the postage and packaging cost will be either paid by the customer or by Isla Campbell Millinery - this will be assessed dependant on the reason for the exchange.
As part of the returns process, you will be directed to our website where you will be able to pay securely online.
Payments & Security
We accept payments via Paypal and all major credit and debit cards. All transactions are processed on our secure server.
Deposit
For all commissions a 50% deposit is required and the remaining balance is paid upon collection or the day before dispatch. In the event of cancelling your order after putting a deposit down, the deposit is non-refundable.
Sizing
Most headpieces are one-size-fits-most. Please let us know if you require a particularly small or large fitting.
Hats will be made to the head measurement specified upon ordering.
Body jewellery and harnesses are adjustable within reason and will be made to the size specified upon ordering.
Head measuring
Measure the circumference of your head horizontally, just above the top of ears, about an inch above your eyebrow. Wrap the measureing tape gently around your head, making sure the tape lies midway on your occipital bone (that little bump in the middle of the back of your head).
Don't pull the tape too tightly or your hat will fit that tightly.
Measure 2 or 3 times to be accurate.
If you don't have a measuring tape available then use a ribbon, shoelace or similar flexible length and compare to a ruler. Do this several extra times to be absolutely sure.
If you are buying a gift and want to get somebody else's measurement in secret then I suggest the tactic of starting a group conversation about comparitive body part sizes, then whip out a measuring tape!
If your measurement falls between sizes, choose the next largest size.
Caring for your purchase
Purchases will be packaged and sent to you with great care. All items will be delivered in a box that you can then use for storage of your piece, to keep it free of dust and away from light.
Pay attention to how the item is originally stored, especially if it is fragile and includes feathers - set it on the hardiest point, making sure the weight is not on the fragile elements, using tissue paper to prop it at the best angle.
It is advised not to leave any item in direct sunlight or hot vehicles, close to open flames or heat sources, or wear it in the rain.
If it gets dirty, lightly sponge it with a clean, damp cloth. Use a lint roller or sticky tape to remove lint and dust.
Feather care
Feathers are delicate and fragile, but a lot more durable than you may think.
If they get squashed, bent, bedraggled or curved out of shape, then a bit of steam can work magic. You can use a garment steamer, steam iron or the steam from a kettle, but be very careful not to burn yourself or your item. Just aim the steam at the feathers and watch them straighten out - you can also gently stroke them between thumb and finger, from root to tip.
If they get damp, use a hair dryer to blow dry your feathers and let them fluff up again. Steaming after can also help restore them.
Unfortunately, if the spine of the feathers breaks there is little you can do, other than use a little glue gun to very carefully splinter the join.
NOTE: If the feathers have been curled as part of the design, steam will straighten them.
Promotional Codes
If using a promotional code, the code provided should be entered in to the 'Promotional Code' box at the checkout and it will be ducted from your final balance. Each code can only be used once and will expire when the promotion ends.
Visiting the studio
Our studio is in Custom House, E16, London. It is a working studio rather than a showroom but you are welcome to come and view items and try them on. We operate by appointment only so please book a free consultation via email or telephone.