Terms of service

Terms & Conditions

Last updated: 5 May 2025

Welcome to Mister Miller. These terms set out how we do business—transparent, fair, and with mutual respect. By placing an order, you agree to the terms below. If anything feels unclear, don’t hesitate to reach out. We're here to help.

1. Who We Are

Mister Miller Ltd is a registered company in England & Wales (No. 12673338).
Registered address: 11 Boardman Road, Kettering, Northamptonshire, NN15 7DH

We design, handcraft and ship exceptional hats from our studio to the world. Each piece is made with care—and that same care extends to how we work with you.

2. How to Reach Us

Questions? Returns? Postcard from Paris?
Email us at [insert contact email], or use the contact form on our website. We'll reply promptly and politely. We’ll also be in touch using the contact details you provide at checkout.

3. Placing an Order

• You’ll receive an order confirmation once we’ve accepted your order. That’s when our contract begins.

• Occasionally, we may have to cancel or refuse an order (e.g. low stock, quality control). If that happens, we’ll let you know and issue a full refund.

• You’ll get an order number—hang onto it, it helps us help you faster.

• We ship globally, but some regions may be tricky. If unsure, check our shipping info or email us.

4. Our Products

Our hats are made by skilled hands, not machines. Natural variations in colour, fit, or finish are part of the charm—not defects. Think of it as character, not imperfection.

5. Bespoke & Personalised Orders

Anything bespoke—be it made-to-measure, monogrammed, embroidered, or otherwise tailored to you—is final sale.
Why? Because it’s been made just for you. We hope you understand.

6. Delivery

• Delivery costs are clearly shown at checkout.

• You’ll get a dispatch email and tracking info as soon as your order’s on its way.

• We do our best to deliver promptly, but now and then a snowstorm, customs delay, or a mischievous pigeon gets in the way. We'll keep you posted if anything changes.

• You own your hat once it's paid for, and it becomes your responsibility once delivered to the address you provided.

7. Customs & Duties

If you're ordering from outside the UK, customs duties or taxes may apply. These are set by your country and are your responsibility to pay.
We’re working on integrating duties into your checkout total soon, to make the process even smoother.

8. Returns & Cancellations

We hope you love your Mister Miller hat. But if it’s not quite right:

• You can return most ready-to-wear items within 14 days of receiving them.

• Items must be unworn, unmarked, and returned in original packaging.

• Customers cover return postage, both in the UK and internationally.

• To initiate a return, use tracked postage or courier service as the customer remains liable for items until they reach us. Use the printable returns form which can be found here and if you have any questions drop us a note at w.w@mistermiller.co.uk

• We’ll process refunds within 14 days of receiving your returned item, or proof of postage—whichever comes first.

We can't accept returns on:

• Bespoke or personalised hats

• Hats that have been worn, stretched, squashed or otherwise loved too much to be resold

• Items that do not reach us and are not tracked / get lost in transit.

9. Something Not Right?

If your item arrives faulty or not as described, please get in touch straight away. We’ll sort it—whether that’s a repair, replacement or refund—at no extra cost to you.

Your rights under UK law (hello, Consumer Rights Act 2015) are fully respected.

10. Payment

• All prices shown are final—Mister Miller Ltd is not currently VAT registered, so VAT is not charged or itemised.

• We accept most major cards, PayPal, Apple Pay and other secure payment options through Shopify.

• Payment is taken in full at checkout, before your order is processed.

• International customers are responsible for any local import duties, taxes, or handling fees charged by their country.

11. Our Craft Promise

We don’t offer a formal warranty—but we do take pride in our work. If you ever feel something isn’t up to scratch, let us know. We’d rather hear from you than have you quietly disappointed.

12. Legal Bits

• We’re responsible for foreseeable issues that result from us getting it wrong.

• We’re not liable for things we couldn’t reasonably foresee.

• We never exclude liability for death, personal injury, or your rights as a consumer—those are protected by law.

13. Privacy

We only use your information to process your order and provide a smoother service. See our [Privacy Policy] for the details.

14. Final Notes

• These terms are governed by English law.

• Any disputes will be handled in the English courts.

• If any part of these terms is found to be unenforceable, the rest still apply.

• No third parties have any rights under these terms—just you and us.

Model Cancellation Form (as required under UK law)

You don’t need to use this—but we include it here to comply with consumer regulations. If you prefer, just email us at w.w@mistermiller.co.uk to cancel an order within the 14-day window.

To: Mister Miller Ltd
Email: [insert email or contact form link]
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

• Ordered on [               ] / received on [            ]

• Name of customer:

• Address: 

• Signature (if printed):

• Date: