The little details.

Delivery & postage

Every Prairie Jane hat is individually finished and carefully packaged before heading to its new home.

When will my hat arrive?

Ready-made hats are normally dispatched within 2–3 working days of receiving your order and payment. This is the time before posting, not a guaranteed delivery date. UK tracked delivery times depend on the carrier, and we will confirm dispatch when your hat is on its way. We will deliver your order within 30 days unless a different delivery date has been agreed with you beforehand. If there is an unexpected delay, we'll get in touch.

Bespoke orders

Bespoke hats take longer because each design is made specifically for you. We will discuss the design, price and expected making and delivery timeframe with you individually, and agree the timeframe before your order is confirmed. Any agreed timeframe will be recorded in your order correspondence.

Delivery problems

If an item arrives damaged, appears lost or isn't what you ordered, please email prairiejanehats@gmail.com and we'll help. Your statutory rights are not affected.

Returns & cancellations

We hope you absolutely love your hat. If something isn't right, please get in touch and we'll do our best to put it right.

Ready-made hats

If you purchase a ready-made hat online, you normally have a legal right to cancel for any reason. Tell us you wish to cancel within 14 days after receiving your hat. You then have another 14 days to send it back.

You're welcome to try your hat on as you would in a shop. Please handle it with care and package it securely if returning it. A deduction may apply if excessive handling has reduced its value.

For a change-of-mind return, the cost of return postage is your responsibility. We recommend a tracked service. Please email us so we can provide the appropriate return instructions and address.

We will refund the price paid and any standard outward delivery charge, using the original payment method. We may wait until the returned hat arrives or we receive evidence it has been sent back (whichever is earlier). The refund will then be made within 14 days.

Personalised & bespoke hats

The usual 14-day change-of-mind cancellation right does not normally apply to hats made to your individual specifications or clearly personalised for you. We will make this clear when agreeing your bespoke order. This exception does not automatically apply to a ready-made hat just because it is unique or hand-finished.

Faulty, damaged or incorrectly described items

If your hat arrives damaged, faulty or not as described, contact us at prairiejanehats@gmail.com. Consumer rights apply to ready-made and personalised hats alike, and we'll arrange an appropriate remedy, including return costs where required by law. Nothing in this policy limits your statutory rights.

Privacy & your information

Prairie Jane Hats is a small independent hat business based in South Wales. This notice explains how we handle information you share when browsing our website, making an enquiry or placing an order.

What we collect

When you get in touch or enquire about a bespoke hat, we may receive your name, email address, preferred colours, design ideas, approximate budget and any dates you share. When an order is placed, we may also need contact, delivery and transaction information to fulfil it. The website's hosting and checkout systems may process technical information needed to operate securely.

Why we use it

We use enquiries and order details to reply to you, discuss designs, take payment, fulfil orders, arrange delivery and help with returns. Our lawful bases are generally steps towards a contract or performance of a contract, compliance with legal obligations (such as accounting), and legitimate interests in running and protecting our business. Where consent is required, such as certain marketing communications or optional cookies, we will ask for it.

Who helps us provide the service

Our website, contact forms and online shop use Wix. Payments are processed through the secure checkout and connected payment providers, including Stripe, and delivery details may be shared with the postal or courier service delivering your order. These providers process data for their services in line with applicable agreements and privacy rules. We do not ask you to send card details by email.

How long we keep information

Enquiry details are held only while they are needed to respond and manage any potential commission, and reviewed for deletion when no longer required. Order, payment and business records are kept as long as necessary to deal with orders, legal claims and relevant tax or accounting requirements. We use appropriate measures to protect the information we hold.

Cookies & website services

Wix and connected services may use cookies or local browser storage to keep the website and shopping basket working, remember your session and help protect checkout. Other cookies or analytics may need your permission before being used. You can adjust browser settings to manage cookies, although blocking essential functions may affect your basket. We will review cookie controls before enabling online sales.

Your choices & rights

Under UK data-protection law, you may have the right to access, correct, erase, restrict or object to certain uses of your personal information, and in some cases to receive a portable copy or withdraw consent. Contact us if you want to exercise a right or ask a question about your information.

You can contact Prairie Jane Hats at prairiejanehats@gmail.com. You can also raise a concern with the Information Commissioner's Office (ICO).

Last reviewed: 24 October 2026. This information will be kept under review as the shop's services develop.

Business correspondence

For questions about orders, sizing or your personal information, you can email prairiejanehats@gmail.com or write to:

Please email before sending any items back so we can give you the correct return instructions. This is a correspondence address, not a walk-in hat shop.