Bespoke Services

Policy

At Smith & Pedersen Millinery, all bespoke pieces are individually handcrafted to your specifications. We take great pride in offering a tailored service that ensures your hat is uniquely suited to your style, event, and personal measurements.

1. Payment & Deposits

A non-refundable deposit of 50% is required to confirm your bespoke order. This secures your materials and place in the production schedule. The remaining balance is due prior to final delivery or collection.

Pricing is subject to change depending on material costs and design complexity. A final quote will be provided and agreed upon before production begins.

2. Design Process

Each bespoke piece involves a detailed consultation (in person, via Zoom or email) to determine style, size, materials, and finishes. Once a design has been confirmed and production has commenced, no further changes can be made.

Customers are encouraged to share inspiration and event details during the consultation to ensure the hat complements your look and occasion.

3. Returns & Exchanges

Due to the custom nature of bespoke items, returns, refunds, and exchanges are not offered for change of mind, fit preferences, or event cancellations. This is in accordance with Australian Consumer Law, which does not require a business to accept a return if a customer simply changes their mind.

In the unlikely event that your item is faulty, arrives damaged, or does not match the final agreed specifications, please contact us within 24 hours of delivery. We will assess the issue in line with our obligations under the ACL and offer a suitable remedy—such as repair, replacement, or refund—where applicable.

4. Turnaround Times

Bespoke orders generally require 2–6 weeks to complete, depending on design complexity and seasonal demand. Please allow additional time during peak event seasons (e.g. spring racing or wedding season). Urgent orders may be accommodated with prior agreement and may incur a rush fee.

5. Sizing

Accurate sizing is essential. We provide guidance on how to measure your head and are available to assist. Any sizing discrepancies due to incorrect measurements provided by the client may not be eligible for alteration or refund. Adjustments may be offered at additional cost.

6. Cancellations

Should you wish to cancel your bespoke order after the deposit is paid, the deposit will be retained to cover materials and time invested. If production has begun or materials have been sourced specifically for your order, the full payment may still be required.

If you have any questions about our bespoke process or need assistance before placing your order, please don’t hesitate to contact us at: smithandpedersenmillinery@gmail.com