FAQ's

You should find everything you need to know about ordering a Kelly Louise Design here. If you can't find the answer you are after please contact me, I am more than happy to help.

Can I order a custom designed piece?

Yes, I specialise in creating custom designed hats. Please ensure you contact me at least 4 - 6 weeks before your event to allow sufficient time to complete your piece. I am a perfectionist and require ample time to get your piece event perfect, particularly during racing season!

 A non-refundable deposit of 20% of the agreed sale price is required when confirming your order for custom designed millinery. Please note - there are no refunds or cancellations on custom designed pieces, unless you have given me full creative reign you will be contacted through-out the design process, if you require a change to the design please notify me during these consultations. ​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​

What are the postage costs and timeframes?

All items are express posted with Australia Post or Star Track Express at no extra cost and have a tracking number provided. Your hat will be posted in a hat box and packed securely with tissue paper to ensure your item arrives in perfect condition.

Your purchase will usually be posted on the next business day following payment. All items will only be shipped once payment has been received and the delivery details verified.

Express Post within Australia will arrive the next business day within the express post network, otherwise 1-3 days.

Please note - Kelly Louise Designs cannot be held responsible for items that are delayed, lost or stolen during transit. If you do not have a secure delivery address please request to have "signature on arrival" added as an extra level of security.

Do you post overseas?

Headwear purchased directly from the site is currently only shipped within Australia. If you are from overseas and wish to purchase an item please contact me. I will provide a quote for international shipping and issue you with an invoice, the item will be sent only once full payment is received.

How does the hat stay on my head?

The smaller hats are attached with either a comb, elastic or my custom designed headband with elastic. For the larger hats I have used either a comb or hat elastic or a combination of these. The hat elastics can be neatly hidden under your hair and provide a secure anchor so your piece stays put. 

How do I make payment?

Payments are accepted via direct debit or Paypal. If you do not have a Paypal account, payment can still be made via credit card through their secure site. The piece will only be shipped once payment is received.  

If you would like to create a Paypal account please go to www.paypal.com to register.

What are your return and exchange policies?

Please choose carefully as Kelly Louise Designs does not offer refunds or exchanges for change of mind once the item has been shipped. There is also no refund or exchange for items that have been worn due for hygiene reasons.

I have been very careful to ensure that all descriptions are clear and accurate, photo’s taken show the colours as close to the originals as possible. As every computer screen shows colours differently depending on your settings I cannot guarantee that the colours will be an exact match to what you see on screen. If you are concerned about a colour match please contact me prior to purchase.

What if the item is faulty on arrival?

If your item is faulty on arrival please contact me within 48 hours explaining the issue. Please do not return the item until I have responded with a return address. Refunds will not be issued until the item has been received and assessed.

Kelly Louise Designs takes great care to safely pack items and is not liable for any damage that may occur in transit. If damage during transit does occur, please contact me within 48 hours and I will advise on what can be done to repair the item. 

Are your headwear pieces waterproof?

No!! Please do not wear your head piece in the rain or let it come into contact with water or excess moisture. As all pieces are hand-blocked here using a combination of water based stiffeners and steam, excess moisture and water may cause irreparable damage to your piece.

If it looks like there could be a chance of rain, accessorise with an umbrella!

Are the dyes in the fabrics colourfast?

I cannot guarantee the colour-fastness of the dyes used to colour the sinamay feathers and other materials as they come from various suppliers. If your item comes into contact with excess moisture or water, colour transfer may occur onto to lighter fabrics and hair colours.