Terms of service

Last updated: 21 October 2026

Terms for our custom headwear, embroidery and related services, including quotations, artwork approval, production and customer-supplied items.

Before You Order

• Your order details, price and production arrangements are agreed before work starts.
• Please check artwork and specifications carefully before approving production.
• Personalised goods and service-only orders can have different cancellation rights.

1. Who You Are Ordering From

We are Hatty Hats Embroidery Ltd, UK company number 10521200, trading as Hatty Hats Embroidery.

Our registered office and correspondence address is Unit 7, Thimble Farm, Stud Green, Holyport, Berkshire, SL6 2JH, United Kingdom.

Email: support@hattyhats.com. You can also use our contact form.

2. These Terms & Your Contract

These terms cover the goods and services described in your accepted quotation, including embroidery on items we supply or items you provide. We will make these terms and the relevant policies available before you agree to an order.

Submitting an enquiry does not place an order. A contract is formed when we accept your order in writing, for example by an order-confirmation email. An automatic enquiry acknowledgement is not order acceptance.

Your agreed quotation, specification, approvals and order confirmation record the project details. Any specific changes to these terms must be expressly agreed. Nothing removes binding information or legal rights that apply to your contract.

A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. Consumer-specific rights apply where you qualify as a consumer; business orders are subject to the agreed terms and applicable law.

3. Quotations, Prices & Payment

Quotations are based on the information supplied and any stated validity period. Before accepting your order, we will confirm availability, the agreed price, applicable VAT, delivery charges and any artwork, digitising or sampling fees.

Business quotations may show prices excluding VAT where clearly stated. Consumers will be given the total price including applicable taxes and any agreed additional charges before ordering.

Any deposit, balance, payment method and payment deadline will be stated in your quotation or invoice. We will confirm any payment needed before production or dispatch. We will not add optional charges or change an agreed price without your agreement.

If an agreed payment is overdue, we may pause affected work or dispatch after reasonable notice, where lawful. We will explain any effect on the schedule.

4. Specifications & Order Information

Please provide accurate contact and delivery details, quantities, headwear styles, colours, artwork and embroidery requirements. Tell us about essential deadlines, unusual materials or other important requirements before ordering.

If you are ordering for an organisation, please ensure you have authority to place and approve its order.

We will confirm the specification with you. Substitutions or material changes require your agreement. Repeat orders are confirmed against current availability, pricing and specifications.

5. Artwork, Samples & Production Approval

Please check spelling, logos, artwork versions, thread colours, dimensions, placement, headwear and quantities before approving production. We will confirm any approval required before work begins.

Digital mockups illustrate the proposed result. Screens, thread texture, fabric and headwear shape can affect appearance. Any exact colour, size or placement requirement should be agreed before approval.

If you change an approved design, we will discuss any revised cost and schedule before proceeding. A later change of preference is not itself a production fault where we have correctly followed the agreement.

Approval does not excuse our production errors, a material departure from the specification or a failure to use reasonable care and skill.

6. Customer-Supplied Headwear & Materials

Please agree arrangements with us before sending stock. Provide an accurate contents list and tell us about existing damage, special finishes, handling requirements or unusually valuable items.

We will discuss suitability concerns we identify and any proposed testing or sample work before proceeding. Any agreed allowance for testing or production must be made clear in advance.

We remain responsible for reasonable care and skill and for loss or damage for which we are legally responsible. The condition of supplied materials does not automatically make all production problems your responsibility.

Collection, return delivery and any agreed charges for remaining stock will be confirmed with you.

7. Logos, Intellectual Property & Files

You retain the rights you hold in artwork supplied to us. Please ensure you have permission to use any logo, design or other material you ask us to reproduce. You give us permission to use it, including through relevant service providers, to fulfil your order.

We may decline work that would infringe another party's rights or be unlawful.

Digitising and machine-production files are not automatically included with finished goods. Any file delivery, ownership or licence arrangement and associated price will be agreed before ordering. This does not transfer ownership of your original artwork to us.

Any permission to show your artwork or finished items in our portfolio is handled separately.

8. Production, Shipping & Deadlines

Production schedules and shipping charges are confirmed for each project. Production time is separate from courier transit time. Please raise any essential event or delivery date before ordering so we can confirm what is agreed.

Delays in approvals, payment, stock delivery or changes to the brief may affect the schedule. We will discuss revised arrangements rather than automatically changing an agreed deadline.

If supply or courier disruption affects your order, we will keep you informed and work to resolve it. Agreed deadlines and statutory delivery rights remain applicable.

For consumer orders, goods we supply normally remain at our risk until received by you or your nominated recipient. The statutory exception for a carrier independently appointed by you applies where relevant. Business delivery arrangements will be confirmed in the order.

See our Shipping Policy for further details, including international delivery and customer-supplied stock.

9. Order Changes, Cancellations & Deposits

Contact us promptly if you need to amend or cancel an order. Changes to approved artwork, quantities, materials or delivery requirements may affect costs and timescales.

Where there is no statutory right to cancel, cancellation requires agreement and depends on the stage reached. Any permitted charge or deposit retention will reflect work completed and reasonable unrecoverable losses, allowing for costs saved and reasonable steps to reduce losses. We will explain the calculation and refund any balance due.

This does not restrict cancellation rights or remedies available when we fail to meet the contract. See our Return & Refund Policy.

10. Personalised Goods & Service Cancellation

Goods made to your specification or clearly personalised are generally excluded from the usual consumer cooling-off right. This does not remove rights for faulty or misdescribed goods.

A separate consumer service-only order, such as embroidery on items you already own, normally has a 14-day cancellation period starting the day after the contract is made when agreed online, by telephone or away from our premises.

To start during that period, we need your express request and must provide the required information. If you cancel after work starts, a proportionate charge may apply only when legally permitted. The right ends on full completion only if you requested early performance and acknowledged beforehand that this would end the right.

You can cancel by a clear statement sent before the applicable period expires, including by email, our contact form or post. Our Return & Refund Policy includes an optional cancellation notice. You do not have to use that form.

11. Faults, Returns & Refunds

Goods must meet the agreed description and applicable quality requirements, and our services must be performed with reasonable care and skill.

If something is wrong, contact us with your order reference, a description and photographs where helpful. Please inspect items promptly, but this request does not impose a deadline that restricts statutory rights.

Consumer remedies can include rejection of faulty goods, repair, replacement, repeat performance, a price reduction or a refund, depending on the circumstances. We will assess the issue and provide the remedy required by your contract and the law.

Our Return & Refund Policy explains return arrangements, relevant costs and refund timing. Contacting us before posting helps us arrange the return; it does not make statutory rights conditional on our approval.

12. Our Responsibility & Your Legal Rights

We are responsible for loss or damage caused by our breach of contract or failure to use reasonable care and skill, as required by applicable law. For consumers, this includes loss or damage that was reasonably foreseeable.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Your statutory rights in goods and services remain available. Any additional allocation of risk for a business project must be expressly agreed and comply with applicable law.

13. Website Use & Personal Information

Website examples are a general guide. We confirm the specific goods, services, availability and prices for your order before acceptance.

Please do not misuse the website, upload unlawful or infringing material, introduce malicious code or interfere with security. We may restrict abusive website access without removing rights relating to an existing order.

Our Privacy Policy explains how we handle personal information when you browse, enquire or order, including the use of service providers.

14. Complaints, Governing Law & Courts

For questions or complaints, email support@hattyhats.com, use our contact form or write to the address in section 1. Include your order reference where available. We will investigate and discuss an appropriate resolution.

These terms are governed by the laws of England and Wales. For business customers, the courts of England and Wales have exclusive jurisdiction unless otherwise agreed.

If you are a consumer, this does not remove mandatory protections or court rights available where you live, including rights to bring proceedings in your local courts where applicable.

15. Updates & Other Terms

We may update these terms for future orders. The version supplied for an existing order continues to apply unless a change is expressly agreed or required by law.

If part of these terms is unenforceable, the remaining provisions continue where they can fairly operate separately. A delay in exercising a right does not automatically waive it.

Questions about a term should be raised before ordering so we can explain or agree any changes.