Shipping policy
Delivery information for our custom headwear embroidery services. Production times, shipping costs and delivery arrangements are confirmed individually for each order.
Shipping Arrangements for Custom Orders
Hatty Hats Embroidery provides a custom headwear embroidery service. Each order is produced to an individual brief, so production and shipping arrangements depend on the requirements of your project.
Before your order is agreed, we will confirm the expected production timescale, delivery method, shipping charge and any agreed delivery deadline in your quotation or other written confirmation. Please read this policy alongside those order-specific arrangements.
Production Time & Delivery Time Are Separate
Your order must first be produced before it can be dispatched. A faster courier service does not shorten the production period unless a faster production schedule has also been agreed with us.
Production Times & Project Deadlines
Production times vary according to:
- The quantity and type of headwear ordered.
- Headwear availability and any sourcing requirements.
- Artwork complexity, embroidery techniques and the number of embroidery locations.
- Artwork or sample approvals and our current production workload.
Smaller orders may be completed more quickly, while larger or more complex projects may require additional production time. We will confirm the expected schedule for your specific order.
Approvals & Order Requirements
Where artwork approval, sample approval, payment or a deposit, or receipt of customer-supplied items is required, we will confirm this when agreeing your production schedule. Delays in providing these requirements, or changes to your brief, may affect the timescale. We will discuss any revised schedule with you.
Event Dates & Time-Sensitive Orders
If your order is needed for a particular date, please tell us before placing your order. We will advise whether we can meet your deadline and confirm any agreed deadline in writing.
Where we refer to working days, this means Monday to Friday, excluding UK bank holidays.
Shipping Costs & Delivery Options
Shipping is calculated for each order. The cost depends on factors including:
- Order quantity, packaged weight and parcel dimensions.
- The number of cartons or any pallet delivery requirements.
- The delivery destination, including any remote-area requirements.
- The courier service and delivery arrangements requested.
Your shipping charge and any applicable VAT will be confirmed as part of your quotation before you agree to the order. There is no single shipping rate that applies to all custom orders.
If you require express delivery, delivery to several addresses or a particular courier service, please request this when enquiring. Availability and any additional charges will be confirmed with you before agreement.
If your delivery requirements change after the order has been agreed, we will discuss any revised charges with you before making the new arrangements.
Dispatch, Delivery Times & Tracking
Once production and our final checks are complete, your order will be dispatched using the delivery arrangements agreed for your project.
Courier transit time begins after dispatch and is additional to production time. We will provide an estimated delivery timescale for the selected service. Any delivery deadline expressly agreed with you remains part of your order terms.
Where a tracked service is used, tracking details will be provided by email or through the delivery provider after dispatch. Please allow time for the courier to update its tracking system.
Larger orders may require several cartons or a pallet delivery. Any planned split deliveries, special handling requirements and associated charges will be discussed and agreed with you in advance.
UK & International Deliveries
We arrange UK and international deliveries, subject to destination and service availability. Please provide your full delivery location when enquiring so we can confirm suitable shipping options and costs.
International shipments may require additional transit time and customs clearance. Delivery estimates depend on the destination and selected service.
For international orders, we will confirm whether any import duties, taxes, customs clearance or local handling charges are included in our quote, and who is responsible for any charges not included. Please raise any questions about these arrangements before accepting your quotation.
Delivery Details & Address Changes
Please provide a complete and accurate delivery address, including the postcode, country, business name where applicable, and a suitable contact name and telephone number.
Check the delivery details shown in your quotation or order confirmation. If anything needs correcting, contact us as soon as possible.
We will try to accommodate address changes, but changes may not be possible once a shipment has been booked or dispatched. Please ensure someone is available to receive the delivery where the selected service requires this.
If an incorrect address, missed delivery or customer-requested change results in further courier charges, we will discuss any reasonable additional cost with you before arranging redelivery.
Sending Us Your Own Headwear
If your order involves customer-supplied headwear, please agree the delivery or collection arrangements with us before sending any items. We will confirm the receiving address and any delivery instructions.
Please package your items securely and include your business name, order reference where available, and a clear breakdown of the contents. Allow time for us to receive and check your items as part of the agreed production schedule.
Delivery of your items to us and return delivery of the completed order are separate arrangements. We will confirm who is arranging each journey and any collection or return shipping charges as part of your quotation.
Delays, Missing Parcels & Delivery Problems
Production or delivery can sometimes be affected by unexpected circumstances, including supply interruptions, severe weather, courier disruption or customs checks. If we become aware of an issue affecting your order, we will keep you informed and discuss any revised arrangements with you.
If your order is delayed, arrives damaged or incomplete, or tracking shows it as delivered but you cannot locate it, please contact our team promptly with your order reference and details of the problem. Where relevant, photographs of the packaging and contents can help us investigate. Please retain the packaging where possible.
We will help investigate the issue with the delivery provider and work with you to resolve it.
Nothing in this policy excludes or limits any statutory rights that apply to your order.
For production and delivery estimates for a new project, please request a quote.