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Terms and Conditions

Last Updated: 01/03/2024

General

  1. In making a purchase or booking, you agree to these Terms and Conditions once a transaction or agreement has been placed with Natalie Laine Millinery.

  2. These Terms and Conditions apply to retail customers of Natalie Laine Millinery.

  3. VAT is included in all prices.

  4. All prices are in GBP (“£”)

  5. Any and all references to ‘the studio’ refer to our place of work; Studio 6, 65 New Street, Salisbury SP1  2PH

  6. Any and all references to ‘the website’ refer to our website; www.natalielainemillinery.com.

  7. We accept payment via online bookings, in person and through bank transfer.

  8. We reserve the right to update these Terms and Conditions. It is the responsibility of the customer to keep a copy of the Terms and Conditions at the point of purchase.

  9. Unless otherwise specified by you, we reserve the right to use images of your headpiece whilst in development on our social media channels and/ or website.

  10. The offer of 20% applies 01.05.23 and runs until 31.05.23. Prices are already calculated on the website. This does not include shipping. The offer only applies to Bespoke and Hire options. Your headpiece must be paid for in full for the offer to apply, but doesn't need to be collected or worn until a later date.

 

Shipping

  1. At present, we are only shipping within the UK mainland (England, Scotland, Wales and Northern Ireland). Shipping costs from our website are added at the checkout.

  2. Shipping is sent via Royal Mail on a first class, tracked basis. Whilst this usually means the parcel is received the next day, we cannot guarantee this and therefore recommend organising postage in advance of when your event is.

  3. Your headpiece will arrive in a hat box within a postal box. Because of the potential size of the packaging, we recommend getting in touch with us about when you may be able to receive the hat so we can negotiate on when to post it.

  4. If a customer is not available when delivery is attempted, and does not make alternative arrangements with the shipping company, and does not collect their parcel from the Delivery Office/Sorting office within the allotted time, and the parcel is returned to us, then the customer will be charged for the return shipping to us, and then for the second shipping cost back to the customer.

  5. We take no responsibility for any damage that occurs once the headpiece and parcel has left our care. We will endeavour to pack the headpieces with as much packaging as necessary to ensure as safe a transit as we can.

  6. You are welcome to collect your headpiece in person at the studio- Studio 6, 65 New Street, Salisbury SP1 2PH. Please email us in advance of collecting at info@natalielainemillinery.com.

 

Bespoke/ Hat Updates

  1. We recommend that you to make an appointment with us at the studio. This can be done via the website, under the ‘Make a Booking’ section, and then ‘Appointment’. Appointments are one hour long. If you feel you would need longer than that, or if there is more than one person coming, please book multiple appointments. Appointments are free of charge.

  2. We will negotiate a time frame for a bespoke piece with you at the time of design.

  3. If an order is placed online for a bespoke piece, please make a note in the note section at payment of your intentions with the colour matching- if you intend to send us a fabric swatch to match to, or if you would like to purchase the headpiece in the shown colourway. Alternatively, you can email us at info@natalielainemillinery.com to discuss your requirements in more detail.

  4. We strongly recommend that a fabric swatch is either left with us or sent to us. Different screens offer different versions of a colour, so by sending a photo of a fabric or outfit we cannot guarantee a good match.

  5. In the situation where it is not possible for us to have a fabric swatch and we see you in person, we can colour match to your outfit during the appointment with our colour card. In the situation where it is not possible for us to have a fabric swatch and an order has been placed online, please email us at info@natalielainemillinery.com to discuss colour matching options.

  6. If an order is placed online, full payment is required at the time of payment to process the order.

  7. If an order is made in person in the studio, and the buyer intends to collect the headpiece, a minimum of 50% deposit will be required, with the remaining 50% being taken on collection. The headpiece cannot be sent to the buyer until the remaining 50% has been paid for, plus the postage.

  8. Once an order has been agreed upon between the buyer and Natalie Laine, the buyer has 48 hours to make any adjustments to their order. Beyond this, the buyer agrees to pay for any additional changes they wish to make to their purchase, as laid out by Natalie Laine.

  9. Notes of the details of the headpiece will be taken during the appointment; these can be sent to the buyer at their request. These notes will not be shared by us to anyone else beyond Natalie Laine. The notes will not contain personal details beyond the client’s name.

  10. All our headpieces are made by hand at our studio, using natural, hand dyed products. Therefore there is to be expected some subtle differences between shapes, sizes, colours and tones, and we cannot accept responsibility for products that have small variations between them.

  11. When a bespoke piece is being made to match your outfit, we will potentially use alternative components if deemed to be a better match for the individual piece, for example if the headpiece that you have see has natural partridge plumage feathers, we may switch these to goose plumage feathers if the dyed option is a better match.

 

Returns and Refunds for Bespoke/ Hat Updates

  1. Refunds cannot be offered unless an item is faulty, damaged or the incorrect item has been received.

  2. Should you wish to request a refund, the request must be made within 24 hours either of collection or delivery.

  3. All returns to us must have the label still attached as proof of non wearing.

  4. All returns must be sent back to us within seven days of receiving the headpiece. Proof of sending and a tracking number will be required.

 

Ready to Wear

  1. Ready to Wear pieces are to be purchased as seen, and are ready to be either taken with the client upon in person purchase or sent within three days of purchase online.

  2. We recommend that you to make an appointment with us at the studio. This can be done via the website, under the ‘Make a Booking’ section, and then ‘Appointment’. Appointments are one hour long. If you feel you would need longer than that, or if there is more than one person coming, please book multiple appointments. Appointments are free of charge.

  3. We advise that colours can vary on screens, and while we use professional photography and lighting, there can be variation between colours on different screens.

  4. If you see a Ready to Wear piece that you would like to have made in a different colourway, a 25% surcharge will apply, and the time frame would have to be negotiated. If you see a Ready to Wear piece that you would like to enhance with a variation of components, this makes the piece a Bespoke piece and the price and time frame would need to be negotiated.

 

Returns and Refunds for Ready to Wear

  1. Refunds for Ready to Wear cannot be offered if the item has been worn.

  2. Refunds for Ready to Wear that have been made to match a colourway cannot be refunded unless an item is faulty, damaged or the incorrect item has been received.

  3. Should you wish to request a refund, the request must be made within 24 hours either of collection or delivery.

  4. All returns to us must have the label still attached as proof of non wearing.

  5. All returns must be sent back to us within seven days of receiving the headpiece. Proof of sending and a tracking number will be required.

 

Hire

  1. We recommend that you to make an appointment with us at the studio. This can be done via the website, under the ‘Make a Booking’ section, and then ‘Appointment’. Appointments are one hour long. If you feel you would need longer than that, or if there is more than one person coming, please book multiple appointments. Appointments are free of charge.

  2. Not all of our headpieces are available for hire. If you are able to visit the studio, please check with us as to which are available.

  3. We use a separate website through ‘Rentle’ to hire out our headpieces. Payment is made at the time of booking through Rentle.

  4. There is an obligatory Security Deposit held by Rentle when hiring a headpiece. This is the amount that would cover the cost of the headpiece at retail, should the item not be returned to us. We therefore strongly recommend using a tracked service to return a headpiece to us or physically bringing it back to us in person at the studio.

  5. Rentle will automatically reserve the funds for the Security Depsoit from the customers card 24h before the order begins.

  6. Standard hire is for seven days. This includes postage time, so the hire period begins once the headpiece has left our studio. There is an option to hire all our headpieces for 14 days. Should a longer period be required, please contact us directly by emailing info@natalielainemillinery.com

  7. The headpiece remains the property of Natalie Laine Millinery at all times during the hire period.

  8. We send out our headpieces in a suitably sized hat box. If we are posting, we send this out in a suitably sized box. We expect the return of the hired piece to come back in the same box or boxes, and with the same packaging.

  9. Customers are responsible for the cost of postage. The cost of postage is not included in the amount paid, and £10 will automatically be deducted from the Security Deposit to cover the postage out to you.

  10. We strongly recommend sending back the hired headpiece via Royal Mail or courier, as First Class Tracked and insured up to the amount of the security deposit.

  11. Failure to return a headpiece to at the end of the hire period will result in the full amount of the security deposit being taken.

 

Cancellations and Refunds for Hire

  1. You can cancel your booking up to 14 days before the hire period is due to commence. After this no refund can be given.

  2. Refunds cannot be offered even if the headpiece was not worn during the hire period, unless an item is faulty, damaged or the incorrect item has been received.

  3. If an item is returned to us damaged beyond expected wear and tear (as determined by Natalie Laine Milliney), we reserve the right to take part of the security deposit for repair and subsequent loss of income while the headpiece is under repair.

  4. If the headpiece is returned to us in different packaging (including hat box, postage box and tissue paper) or is returned to us in a damaged condition beyond expected wear and tear, we reserve the right to take part of the security deposit to make replacements.

 

Millinery Workshops and Parties

  1. Workshops can be booked online or in person. Full payment is required to guarantee your booking.

  2. We advise you wear suitable clothing i.e. clothing you do not mind getting glue on or catching on pins/ needles. Sturdy footwear is advised and footwear that covers the foot is very strongly recommended due to the use of pins, needles, scissors and other sharp objects in the studio. Aprons are available upon request.

  3. If you bring in an outfit to colour match to, you are responsible for the outfit. We do not accept liability for any damage done to your outfit whilst on our premises.

  4. The workshop is three hours long. This includes a brief explanation at the start of the workshop, followed by three brief demonstrations of millinery techniques, and then approximately 2.5 hours to create a headpiece.

  5. If there are eight people or less, the workshops will take place at the studio- Studio 3, Fisherton Mill, 108 Fisherton Street, Salisbury SP2 7QY. There is a small step to access the studio, otherwise the studio is step free. If you would like to book more than eight people to take part in a workshop, please email us at info@natalielainemillinery.com.

  6. There is a toilet on site in the studio. There are also toilets located just outside the main building, on the left hand side.

  7. There is no parking available at Fisherton Mill. The nearest car park is Central car park, less than a five minute walk away. Fisherton Mill is also located very close to the train station, less than a five minute walk away.

 

Cancellations and Refunds for Individual Workshops

  1. We cannot offer any refund if you cancel less than 24 hours before the workshop.

  2. If you cancel between 24 hours and 4 days before a workshop, we will in the first instance try and move your booking to another available date. If no other date is suitable, we can offer a 50% refund.

  3. Cancellations can be refunded if cancelled five days or more before a workshop.

  4. The cut off date for booking a class is three days before the event; however spaces may still be available. If you’d like to try and book on at the last minute, please email us at info@natalielainemillinery.com.

  5. The minimum number of participants for the workshops is three. The maximum number of participants in a class is six. You are welcome to make multiple bookings for the class; however if you would prefer your group to have an individual class, please use the Millinery Parties option.

  6. If you make a booking for multiple people and one of your members needs to cancel, the cancellation policy applies to the individual, not the whole booking. For example, if a booking for four people is made, and one cannot make the class with a one week notice and no alternative person is found by the group, a refund will be given for that one person.

  7. Spaces are on a first come, first serve basis.

  8. If we do have to regretfully cancel a class, we will do so with as much notice as possible, via email. If we do not have enough numbers to fulfil the minimum required, we will send out notice three days ahead of the workshop. In this instance, participants will be offered either a refund or the option to choose another date. We cannot accept responsibility of additional expenses made towards the booking.

  9. If a situation occurs beyond anyone’s control where a participants cancellation is unavoidable, these will be dealt with and agreed upon between the participant and Natalie Laine Millinery.

 

Individual Workshops: During the Class

  1. Classes will be run by Natalie or an employee of Natalie Laine Millinery.

  2. Our goal is for you to leave the workshop with a completed headpiece on the day. This will consist of a headband, a small sinamay square base, up to five sinamay loops, up to three ‘individual’ feathers and 10cm of plumage feathers. You are welcome to continue to work on your headpiece after the workshop off site, but we cannot provide you with any additional components or equipment.

  3. We encourage participants to sew the larger components on directly to the sinamay square and headband. Smaller feathers and other available small components can be glued on with a textile glue that we will provide.

  4. We will be using items that can class as ‘dangerous’. This includes pins, needles, scissors and glue. It is up to you, the participant, to use them with common sense, care and caution, and to adhere to any instructions given at the start of the workshop.

  5. The minimum age for a workshop is 16.

  6. Biscuits, tea and coffee are available throughout the workshop. Please let us know when booking if you have any allergies or intolerances.

 

Cancellations and Refunds for Millinery Parties

  1. We cannot offer any refund if you cancel the whole booking two weeks before the workshop. If half or more of the booking population need to cancel within this time frame, we will consider this a ‘whole booking’.

  2. We can offer a 50% refund if the whole booking is cancelled between two and four weeks before the workshop. If half or more of the booking population need to cancel within this time frame, we will consider this a ‘whole booking’.

  3. If up to half of the number of participants within the booking cancels with less than 24 hours notice, no refund can be offered for these individuals.

  4. If up to half of the number of participants within the booking cancels between 24 hours and two weeks’, we can offer a 50% refund for these individuals. The remaining cost will be whatever the total is for the number of remaining participants, and 50% of the cancelled amount on top.

  5. If up to half of the number of participants cancel with more than two weeks notice before the event, we can offer a refund for these participants. The remaining cost will be whatever the total is for the number of remaining participants.

  6. The minimum number of participants for the Millinery Parties option is three. A discount applies with an increased number of participants, as displayed on the booking options.

  7. If you’d like to make a booking for more than eight people, please email us at info@natalielainemillinery.com. We unfortunately cannot hold more than eight people at the studio, however we have a number of alternative locations close by.

  8. The minimum number of participants for a Millinery Parties event is three.

  9. If we do have to regretfully cancel a class, we will do so with as much notice as possible, via email. In this instance, participants will be offered either a refund or the option to choose another date. We cannot accept responsibility of additional expenses made towards the booking.

  10. If a situation occurs beyond anyone’s control where a participant’s cancellation is unavoidable, these will be dealt with and agreed upon between the participant and Natalie Laine Millinery.

 

Millinery Parties: During the Class

  1. Classes will be run by Natalie or an employee of Natalie Laine Millinery.

  2. Our goal is for you to leave the workshop with a completed headpiece on the day. This will consist of a headband, a small sinamay square base, up to five sinamay loops, up to three ‘individual’ feathers and 10cm of plumage feathers. You are welcome to continue to work on your headpiece after the workshop off site, but we cannot provide you with any additional components or equipment.

  3. We encourage participants to sew the larger components on directly to the sinamay square and headband. Smaller feathers and other available small components can be glued on with a textile glue that we will provide.

  4. We will be using items that can class as ‘dangerous’. This includes pins, needles, scissors and glue. It is up to you, the participant, to use them with common sense, care and caution, and to adhere to any instructions given at the start of the workshop.

  5. The minimum age for a workshop is 16.

  6. You are welcome to bring your own decorations, drinks and food to the workshop, and we are able to provide glasses/ plates/ cutlery where required. Please let us know in advance what you will be bringing. We have one small fridge to keep anything cold but there is no possibility to heat food up.

  7. Biscuits, tea and coffee and are available throughout the workshop. Please let us know when booking if you have any allergies or intolerances.

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