Frequently Asked Questions
We aim to dispatch all orders within 3 weeks, subject to order confirmations and payment received. The hats or headpieces 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. Any dates quoted for delivery are approximate only. We shall not be held liable for any delay in delivery times, however caused.
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.
We are able to deliver to most global locations. If you outside of Europe or the USA, please contact us for a separate shipping quote. Orders will be delivered via international registered post. A signature will be required upon receipt of delivery. The cost will be determined once the location is confirmed.
Please note that due to the personal nature of our hats - i.e. that they are a “Custom made Item” - 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. On the rare occasion that a customer is dissatisfied we will work with them, making necessary amendments until the item is perfect.
All of our hats are moulded and steamed in to a shape that should sit comfortably to wear all day and not even notice that your wearing it. Our smaller hats are fitted with a discrete clear elastic that sits behind both ears, beneath the hair. Fedora’s and trilby’s are made for the average ladies head fitting of 571/2 cm. It is possible to have alternative sizes and different colour elastics.
Online we accept payments via Paypal and all major credit and debit cards. All transactions are processed on our secure server.
For all bespoke orders 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 as the hat will already be in production.
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.
If you're would like to receive a sample in the post please email us with your postal address, the colour that you are interested in or send us a picture of your outfit as we are happy to give our suggestions.
Rosie Olivia has a showroom in Hampstead, London, NW3 and Hale, Manchester, WA15. If you are not able to make it to either location, a selection of Rosie Olivia hats are also available in Fenwicks of Bond Street, Get Ahead Hats, Lizzie’s Hat Hire, The Hat Club and Abi Gurney Hat Hire.
We operate by appointment only so please book a free consultation via email or telephone.
Yes, please call Rosie Olivia on 07780668885.
Each bespoke order can take up to 4 weeks to create, however if you need your headpiece sooner we will do our best to accommodate just let us know the date so we can prioritise your order.
You will receive a confirmation email. Rosie Olivia will then begin to create your hat and you will receive your hat or headpiece within 4 weeks of placing the order. Once dispatched you will then receive another email telling you that your hat is on its way along with the tracking number.
All our hats are protected with tissue paper and packaged in sturdy black hat boxes. If your hat is being delivered to you via post, the hat box will be inside another protective box and will be sent as a fragile item.
We would love to see a picture of you wearing your hat, please send them to us via email or social media. We would also really appreciate it if you could leave a review and let us know how your experience was with Rosie Olivia.
Rosie Olivia vouchers are available with a minimum order value of £50. To buy a gift voucher click here. Our vouchers come packaged in a striking envelope, complete with a ribbon. Instructions on how to redeem their voucher is stated on the prints.
Rosie Olivia loves working with bridal parties; from the mother of the bride, bridesmaids and the bride herself! Rosie Olivia will work closely with you to create the perfect pieces for your wedding day. Bridal samples can be seen in the showroom.
If you provide us with your personal contact details we confirm these are only used to process and send your order and are NOT distributed to third parties for any other use or sales. Payment details and transactions online are secure and protected. We do not store your debit/credit card data. For a full copy of our privacy statement please contact us.