FAQ

All orders are usually shipped in 1-2 working days from the payment clearing date (Credit card payments are cleared immediately). You will be notified by e-mail at the time your order is shipped. Normally shipping takes about a week with regular post. International orders have expected delivery of 2-3 weeks. There are may be unexpected COVID-related delays.

If you need hat by a specific date, please leave a comment with your order. We only process orders if we can deliver in time

All hats and fascinators are carefully packed to avoid damage in transit.

NOTE: We ship as fast as we can, however we do not have any control over Australia Post. in case of delays, please contact Australia Post first on 13 76 78.

SHIPPING IN AUSTRALIA

All Australian orders are shipped with Australia Post. Registered post generally takes few working days, longer for rural areas. An Express Post option is available for a small extra. You will be able to select shipping method at checkout. Please note we can not be responsible for actual shipping time. We ship as soon as we can and then Australia Post takes over. Express Post only applies to time in transit, not to our handling time, although we ship as soon as possible. You can check expected delivery times with Australia Post. All parcels are sent from 3166-3168 postcodes. Please also note that all parcels are to be signed for by the customer. If delivery was attempted while there was nobody to sign for the parcel, it is generally transferred to your nearest post office and a card is left behind. If you think delivery takes too long, you can always contact your post office to see if you have any parcels waiting for you. Or contact us and we will trace it for you.

Please note, if you instructed us to leave parcel without signature, you take all responsibility for it. Under no circumstances we will be liable for lost parcels in this case.

Please make sure your address is correct! If item was returned to us due incomplete/incorrect address, you will be charged $10 to re-send it.

SHIPPING OUTSIDE AUSTRALIA

We use Australia Post Air Mail service for all deliveries outside Australia. Exact shipping price is calculated automatically at checkout and will depend on number of items you purchase and your location. We ship worldwide.
Please note — please check if there are any input duties payable in your country! Any duties are outside of our control and NOT included in price.

Normally, Standard AirMail is not trackable by user. We offer fully trackable service as well for a small extra fee.

Please make sure your address is correct! If item was returned to us due incomplete/incorrect address, you will be charged for shipping again to re-send it.

DEAR CUSTOMERS, PLEASE NOTE — WE ARE NOT RESPONSIBLE for AUSTRALIA POST delays. Australia Post may be slow, so please consider ordering early or consider using your own courier for time sensitive items. Any returns due to Australia Post delays will be processed in accordance with normal return policy, including any applicable admin fees.

Nobody loves returns, but if you have to…

To return an Item:
Please e-mail us with the reason for return. Please include the order number and your details. We will treat each return request individually and will e-mail you with further instructions.

Damaged items will be replaced at no cost to you.

Discounted (on sale) items will not be accepted for return/exchange unless faulty.

If you would like to return or exchange an item, you can do so within 7 days from delivery of your order (14 days for customers outside of Australia). Any returns require return authorisation from us. Item(s) must be returned in original condition, unworn and complete with all packaging and labels. All security tags must still be attached.

Unfortunately, some customers abuse the return system. As a result all fascinators are now fitted with security tags. If tag is removed, return will be denied. No exceptions.

For all returned items, we will provide refund, excluding delivery costs. Additional admin fee may apply depending on how refund is processed:

• Refund to Credit Card — 2.0% fee will be charged
• Refund as Store Credit — no refund fee
• AfterPay refunds —  7% will be charged (this is what AfterPay charges us)
• PayPal —  3% will be charged (this is what PayPal charges us)
• Wizit — no refund fee

As a general rule, we will credit your original purchase method, however we reserve the right to provide refund as store credit. You will be notified of a refund method when we provide you with return authorisation.
If you would like to change colour or size, you will only be charged delivery fee. (Delivery fee for exchanges is $10AUD for Australia, $15 for all other countries).

Unfortunately we can not accept returns of custom made items.

Items “on special” will not be accepted for returns or exchange unless faulty.

Please contact us before returning the hats/fascinators. ITEM RETURNED WITHOUT PRIOR AUTHORISATION MAY NOT BE ACCEPTED

ORDER CANCELLATIONS

You can cancel your order within 2 working days of its placement. A 10% cancellation fee will apply if we had to make the fascinator for you.  Shipped orders can not be cancelled.

n order to process your order, we will have to collect some information about you. ALL INFORMATION WE COLLECT WILL STAY WITH US AND WILL NOT BE SHARED WITH ANY OTHER PARTY unless required by law.

We will only ask for information reasonably required to conduct our business.

Any time you access our site it happens via secure connection.
Credit card number we collect is never transferred on the Internet in an unsecure form. And we do not store your credit card information. You will have to enter it every time you place a new order. Those precautions make sure your credit card number is safe.

As a customer you always have access to any information we have about you.

Use of our website is subject to conditions listed on this page. If you use our web site you accept our terms and conditions.

Now, some boring stuff we have to include on our site…

TRADEMARKS and COPYRIGHTS

Fascinators Online is part of Hats From OZ group of websites.

All contents on this website, including text and graphical contents and product images are property of Hats From OZ and protected by Australian and international laws.
You may not, under any circumstances, use any of material presented on this site without written permission from Hats From Oz.
Hats From Oz is a registered trademark.

Communications

Due to the nature of the business, all communications between us and customers are in electronic form via e-mail. By using this site you give us permission to send you e-mails relevant to your information and orders. We will not send you any promotional information, unless you explicitly permit us to do so.

Your Account

By using this web site you acknowledge that you are over 18 years old or use this site with permission of your parent or guardian if you are under 18. If you are under 18, your parent or guardian must accept all responsibilities for you using this site.
As a user of this site, you are responsible for maintaining accurate record of your information. It is also your responsibility to keep your details, such as user name and password secure. You are responsible for all activities that occur while using your account.
You acknowledge that you will not use this site for any activities prohibited by laws of Australia and your country.
Hats From OZ reserves the right to refuse service, terminate accounts and cancel service at their own discretion.

Credit Card Use

All charges on your credit card or PayPal will appear as Hats From OZ.
Any fraudulent use of credit card are reported to police.

CUSTOM CHARGES

Please note that your order may be subject to custom charges in your country. If this is the case, recipient is responsible for all custom charges. Please check before ordering!

LEGAL NOTICE

Under no circumstances will Hats From OZ be liable to any person or business entity for any direct, indirect, special, incidental, consequential, or other damages based on any use of this site or communicated via e-mail or any other web-site to which this site is linked, including, without limitation, any lost profits, business interruption, or loss of programs or information, even if Hats From OZ has been specifically advised of the possibility of such damages. In addition, we will not be liable for any damages caused by our products or while using our product whether direct or indirect. It is solely responsibility of the customers to determine suitability of the product before purchasing or using.