Terms and Conditions

Last updated: 02/06/2026

1. About us and these terms

These terms apply to everything you buy or hire from us, whether through lisavonhallwylmillinery.com (the "website") or in person at our showroom: ready-to-wear hats and headpieces, signature bags, bespoke and remote bespoke commissions, hat hire, the LVH Season Privilege, and gift cards.

In these terms, "we", "us" and "our" mean Lisa von Hallwyl Millinery, a business operated by Lisa von Hallwyl as a sole trader, of Beckford Silks, Ashton Road, Beckford, Tewkesbury, GL20 7AU, United Kingdom. "You" means the person buying from or hiring through us.

You can reach us at lisa@lisavonhallwylmillinery.com or 07738 223791.

We are not registered for VAT, so our prices do not include, and are not subject to, VAT.

By placing an order, booking a hire, or buying a gift card or Season Privilege, you agree to these terms. Please read them before you order. If you do not understand anything, ask us first.

2. Our products

Ready-to-wear hats, headpieces and signature bags are sold from current stock.
Bespoke and remote bespoke pieces are made to your individual specification (see section 8).
Hat hire is the short-term loan of a piece for an occasion (see section 9).
The LVH Season Privilege is a prepaid package of hires (see section 10).
Gift cards are prepaid credit redeemable with us (see section 11).

Images, colours and descriptions are provided as accurately as we can, but handmade pieces vary slightly and on-screen colours can differ from the actual fabrics and dye-lots. Slight variation is normal and is not a fault.

3. Placing an order and forming a contract

When you place an order through the website you are making an offer to buy. A binding contract is formed only when we send you an order confirmation or, for bespoke and hire, when we confirm the booking in writing. If we cannot accept your order (for example, an item is out of stock or we have spotted a pricing error), we will tell you and refund any payment taken.

4. Price and payment

Prices are shown in pounds sterling (GBP) and are the prices in force at the time you order. We may correct obvious pricing errors before the contract is formed.

Online payments are processed by Wix Payments. We do not see or store your full card details. Payment is taken at checkout unless we agree otherwise in writing (for example, deposit and balance arrangements for bespoke — see section 8).

5. Delivery

We deliver within the UK and internationally.

Carrier and service. We send all orders using a tracked service [and insured where the carrier offers it]. We do not name a single carrier in these terms because we may change carriers from time to time; whichever carrier we use, the service will be tracked.

Carriage basis. Where we state that goods are sent on a Carriage Paid To (CPT, Incoterms® 2020) basis, this means we arrange and pay for carriage to the delivery address you give us. Delivery charges and estimated timescales are shown at checkout.

Risk and ownership.

If you are a consumer, the goods are at our risk until they are delivered into your physical possession (or that of a person you have nominated to receive them). This reflects your rights under section 29 of the Consumer Rights Act 2015 and applies regardless of the carriage basis above.
If you are buying in the course of a business, risk passes to you when we hand the goods to the carrier.
Ownership of the goods passes to you once we have received payment in full and the goods have been dispatched.

International orders.

International orders are shipped DAP (Delivered At Place, Incoterms® 2020). We arrange carriage to the delivery address, but we do not carry out import customs clearance. As the importer, you are responsible for arranging any import customs clearance and for paying any import duty, taxes and VAT charged by the destination country. If clearance is delayed for reasons within your control (for example, you do not provide required information or pay charges due) and this causes additional carrier or storage costs, we will pass those costs on to you. International orders are non-refundable and non-exchangeable (see section 7).

Delivery times are estimates. If something is going to be delayed, we will let you know.

6. Your right to cancel online orders (the 14-day cooling-off period)

If you are a consumer buying a ready-to-wear item online or at a distance, you have the right to cancel within 14 days without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The cancellation period ends 14 days after the day you (or a person you nominate) receive the item.
To cancel, tell us clearly within that period at [email address]. You may use the model cancellation form, but you don't have to.
After cancelling, you have a further 14 days to return the item. You pay the cost of return (unless the item is faulty) and we recommend a tracked service.
We will refund the price you paid plus the standard outbound delivery cost within 14 days of receiving the item back, or of you showing us proof that you have sent it, whichever is sooner. We refund using the same payment method you used.
You may examine and try the item only as you would in a shop. If its value is reduced because you handled it more than necessary — for example, signs of wear, makeup or tan marks, removed or altered tags, or damage — we may reduce your refund to reflect that loss.

This right does not apply to:

Bespoke, remote bespoke, made-to-measure and other personalised pieces made to your specification (these are exempt under the Regulations);
Items bought in person at the showroom (these are not distance sales);
International orders.

7. Non-refundable items

The following are non-refundable except where the item is faulty (see section 12):

bespoke and remote bespoke commissions (also non-returnable);
international orders (also non-exchangeable);
gift cards (not refundable for cash — see section 11).

This does not remove your right to cancel an online order during the 14-day cooling-off period in section 6, where that right applies.

8. Bespoke and remote bespoke commissions

Bespoke and remote bespoke pieces are created specifically for you, based on the design, materials and specifications we agree with you.

Process. We agree the brief (in the showroom or by video call for remote bespoke), colour-match to your outfit using a sample, images or a Pantone reference, and keep you updated through the making process. For remote bespoke we obtain your final sign-off before dispatch and provide a fitting/styling video.
Lead time. Typically 4–6 weeks. For events within four weeks we can sometimes offer priority scheduling at a premium, subject to the studio calendar and design complexity.
Payment. Once your design is agreed, we send you a quote. A deposit is required to confirm your commission and to begin work, and full payment is required before we send the finished piece to you.
Commitment. Once your order is confirmed and production has begun, you are committing to the cost of the time, craftsmanship and materials involved. Because these pieces are personalised, they are non-refundable and non-returnable, and the 14-day cancellation right does not apply.
Quality. We take great care that every bespoke piece meets the approved brief and our standards. Your statutory rights for faulty or misdescribed goods (section 12) still apply in full to bespoke pieces.

9. Hat hire

You can hire selected pieces for your occasion. Not all hire pieces appear on the website, as special collections are held for hire in the showroom.

Hire periods.

Physical collection: the piece is hired for 7 days from the day of collection and must be returned by noon on day 7. Longer periods can be arranged in advance.
Mail hire: the piece is dispatched 2 days before your hire date by Special Delivery (guaranteed before 1pm), and must be returned to reach us by day 5. The return must be sent by a tracked delivery service.
Mail hire is available within the UK only.

Return Condition

All hires must be returned with their box and in perfect condition.

Additional Charges

The following charges apply where a piece is not returned as required:

Cleaning / soiling: a fee of £40 if a piece is returned soiled or in need of cleaning.
Late return: £20 per day for every day a piece is returned after its due date.
Damage: if a piece is returned damaged, you pay the reasonable cost of professional repair. If it cannot reasonably be repaired, it is treated as a non-return (see below).
Non-return: if a piece is not returned, you pay the difference between the hire fee and the full retail price of the piece, so that the total you have paid equals its retail price. For mail hire, you remain responsible for the piece until it is back in our hands, so this charge also applies if a piece is lost on its return journey — which is why the return must be tracked.

Buying a piece during hire. If you decide to buy a piece while you have it on hire, the hire fee is credited towards the purchase and you pay the difference up to the full retail price.

Cancelling a hire. You may cancel a confirmed hire. Hire fees are non-refundable; however, if the piece has not yet been collected or dispatched, we will issue a credit note towards a future hire.

10. LVH Season Privilege

The LVH Season Privilege is a prepaid package that lets you reserve a number of hires across the year and choose each piece as your events approach.

Tiers: Bronze — 3 occasions; Silver — 5 occasions; Gold — 7 occasions. The full LVH collection is included, with no restricted tier.
Validity: your package is valid for 12 months from the date of purchase.
Unused hires: any hires not used within the 12-month period expire and are not refundable or transferable to a later period.
Not transferable: the package is personal to you and cannot be transferred to another person.
No auto-renewal: the package does not renew automatically; you choose whether to buy a new one.
Each individual hire taken under the package is governed by the hat hire terms in section 9 (including condition, return and any charges).
The package does not affect your statutory rights for faulty goods or services.

11. Gift cards

Gift cards are issued by email as eGift cards and can be redeemed in the showroom or online. Physical gift cards are also available in the showroom.
They can be used towards hat hire, bespoke and ready-to-wear purchases.
Gift cards have no expiry date.
Gift cards are not refundable or exchangeable for cash.
Lost or stolen physical cards will not be replaced. Please keep your card and code safe.
If an order costs more than the gift card value, you pay the difference; any remaining balance stays on the card for future use.

12. Faulty or misdescribed goods — your statutory rights

Nothing in these terms reduces your legal rights. Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose and as described. If they are not:

within 30 days you have the right to reject them and get a full refund;
after 30 days, you can ask for a repair or replacement, and if that is unsuccessful you may be entitled to a refund or price reduction.

13. Our liability to you

Our responsibility to you is to supply goods that meet your statutory rights (see section 12). We are not liable for any other loss or damage, including any indirect or consequential loss, arising from the use of our products.

We do not exclude or limit our liability where the law does not allow us to — this includes liability for death or personal injury caused by our negligence, for fraud, and for breach of your statutory rights as a consumer.

We supply our products for domestic and private use. We have no liability for loss of profit, loss of business, or business interruption.

14. Events outside our control

We are not liable for delays or failures to perform caused by events beyond our reasonable control (for example, severe weather, postal or carrier disruption, supply failures, or unavailability of materials). If such an event happens, we will contact you and either agree a new timescale or, where appropriate, refund sums paid for anything we cannot deliver.

15. Your privacy

We handle your personal information in line with our Privacy Policy and Cookies Policy, available on the website.

16. Complaints

If something has gone wrong, please contact us first at lisa@lisavonhallwylmillinery.com so we can try to put it right.

17. Governing law and jurisdiction

These terms are governed by the law of England and Wales, and any dispute will be subject to the non-exclusive jurisdiction of the courts of England and Wales. If you live elsewhere in the UK, you may also bring proceedings in your own jurisdiction.

18. Changes to these terms

We may update these terms from time to time. The version that applies to your order is the one in force when you place it. The current version is always on the website.