Returns and exchange policy

All our hats and headpieces are of the highest quality and each one is handmade to order at our atelier in Tallinn. For this reason we are unable to accept returns on made to measure or customized items. We do however want you to feel completely satisfied with your purchase, so if your headpiece does not match or exceed your expectations, please don’t hesitate to phone or email us .

Bespoke shop items are returnable within a 14 working day period. We would ask that you email us within 48hrs of receipt of any purchase to arrange the return. It is helpful for us to know why you would like to return the goods. The item must be returned, unworn and in perfect condition. When returning items they must be packed in original package same way as in receiving the package. So the items keep their perfect shape.

Once the goods are back with us we will refund the full purchase price. We are not liable for the original delivery costs or the return cost unless there is an error on our part or if there is any fault with the goods. We do not refund the price of spoiled items.

If you wish to exchange an item, you will have to pay any difference in cost of the item and any additional delivery cost.

Please note that we do not offer returns or exchanges on bespoke millinery since they are made to order and bespoke to the customer.

Returns procedure

We recommend using the following courier to return your parcel: DHL Courier outside Estonia or Omniva via your local Estonian post office. If using Royal Mail, you must send back using the Special delivery service to ensure that the parcel is trackable.

Please wrap your parcel securely to avoid damage in transit back to us. Please reuse the original packaging that the order was supplied in. Please note we cannot accept an item for refund if it has been damaged in transit to us. We recommend that you to obtain a proof of posting certificate if using Royal Mail. Please clearly indicate goods are being either returned for refund or exchange.

Please return your parcel to:

Returns
Ann Lumiste OÜ
Tõusu tee 14
Tallinn
12112,  Harjumaa

In any event, damaged, worn or used items will not be refunded or exchanged, include our original hat box. If the box is damaged, it’s price, 25 £/29 €, shall not be refunded.

Right of withdrawal

After receiving the order, the purchaser has the right to withdraw from the contract entered into with the e-store within 14 days. Except  made to measure or customized items.

The right of withdrawal does not apply if the purchaser is a legal person.

To exercise the 14-day right of withdrawal, you must not use the ordered goods in any way other than is necessary to ensure the nature, characteristics and functioning of the goods in the same way you would be allowed to test the goods in an actual store.

If the goods have been used for any purpose other than is necessary to ensure the nature, characteristics and functioning of the goods, or if there are any signs of use or wear and tear, the online store has the right to lower the amount returned in accordance with the decrease in the value of the goods.

To return the goods, you must submit a declaration of withdrawal to the e-mail address ann@annlumiste.com within 14 days of receiving the goods.

The purchaser shall bear the cost of returning the goods, except in cases where the reason for the return lies in the fact that a refundable product does not comply with the order (e.g. a wrong or defective product).

The purchaser must return the goods within 14 days of the submission of the declaration of withdrawal or submit evidence that they handed over the goods to the carrier within the aforementioned period.

Upon receiving the returned goods, the online store shall return to the purchaser, immediately but no later than after 14 days, all of the payments received from the purchaser based on the contract.

The online store has the right to refuse to make the refund until the goods being returned are received.

If the buyer has clearly chosen a different form of shipment than the cheapest usual form of shipment offered by the online store, the store is not required to compensate the cost exceeding the usual shipping cost.

The online store has the right to withdraw from the sale and demand that the goods be returned by the purchaser if the marked price of the goods in the online store is significantly lower than the market price of the goods due to an error.