“If I order NOW, when will my parcel be in the post?”
We are currently dispatching within one business day and orders before 10am on weekdays are usually shipped the same day! (Whoop whoop!)
“How long does shipping take?”
We can’t control Australia Post, so please refer to their website for up to date information. If you need it fast, select “Express” . Please note that refunds will not be issued due to dispatch or postage delays.
“I have a query regarding my order, or another question. Should I call or email you?”
The fastest way to reach us is email your enquiry to firstname.lastname@example.org with your Order Number (if applicable), full name and enquiry details. Please, please, please read the FAQs section prior to reaching out and ensure you have read the product descriptions in full to ensure we have not already answered your question. Due to time restraints during this busy period, enquiries that relate to FAQs or product information that is available on our website may go unanswered.
“The mask style I love is out of stock… Will it be coming back into stock (and when)?”
Stock levels are updated daily, however there are no guarantees all styles will come back into stock – and if they do, we are unable to confirm whether it will be a matter of days or weeks. To avoid disappointment, we recommend snatching up your second favourite before that goes out of stock also!
“I just placed an order… Can I change or add to it?”
As simple as this may sound, it is not possible to edit an order once placed, as the making and dispatch process is immediately actioned as soon as you confirm your order. Apologies for any inconvenience this may cause!
“I didn’t receive an email confirmation for my order?”
99.99% of these queries are resolved by checking your spam / junk folder. Please kindly check there first, and if the email confirmation is not there, please email us at email@example.com.
“Is a two-layer mask enough, or do I need three?”
Over the past few months, the advice from medical experts and government officials surrounding the use of masks has evolved substantially – and at times been conflicting. Individuals and organisations who once advised that masks were not necessary at all, now strongly recommend or mandate the use of masks. “Expert” opinions all over the globe are constantly changing and evolving. Some experts recommend coffee filters, some recommend 2-ply masks, some recommend 3-ply, some recommend face shields. In the months that we have manufactured our fabric face masks, we have consulted with government officials, the TGA (Therapeutic Goods of Australia) and medical experts to try and establish a firm answer on the matter or a global standard that should be followed for face masks. From what we can establish, there are many opinions, but no one strict standard that suits all needs. Our personal view is that it is your individual preference which way you go, depending on your own personal Where possible, we make one side of our mask with thicker cotton for added protection.
“Do you have any stockists for your masks?”
For hygienic reasons, FORD MILLINERY’s fabric masks are currently available online only.
“I live down the road from your studio… Can I pick up?”
As we are practising social distancing, we are unable to allow pick-ups at this point. Apologies for the inconvenience!
“Do you offer change-of-mind exchanges or refunds?”
Please note for hygienic reasons, masks, shields and earrings are exempt from the following exchange policy… You have 14-days from purchasing to return your eligible item(s) for a refund or credit note. For further details, see Shipping, Exchanges & Returns.
“I need it TODAY! Can you offer same day delivery?”
Same day delivery is not currently available.
“How long will the post take?” (outside Australia)
Please head to Australia Post’s International Shipping to check your specific country timeframes, taking note on International Standard vs. Express services.
“I’m a stylist / celeb / editor / media person and I love your hats!”
Please direct press enquiries to firstname.lastname@example.org
“I am wearing THIS outfit… Can you recommend a hat to go with it?”
YES! This is our favourite thing to do! Chantelle personally gets involved here – as this is most definitely her expertise. Howeeeeeeever, during peak season, we may not be able to get back to you as quickly as we would like. Feel free to email us pics/links to your dress at email@example.com and we will get back to you with personal styling tips as soon as possible!
“Where are you stocked?”
A selection of our 500+ styles are stocked in Myer stores all around Australia, plus in some lovely boutiques such as Laine Boutique (VIC), Krystie’s Boutique (NSW), Medici Clothing (VIC), Beau & Arrow (VIC), The Eternal Headonist (VIC), Julie’s Boutique (NSW), Cloakroom Melbourne (VIC), Mangowood Boutique (VIC), LSHU on Queen (QLD) & Cherry Red (NSW). David Jones also stock some of our styles. Please note, each retailer and store may have a different selection of FORD MILLINERY headpieces, so we encourage you to call ahead to make sure they have what you crave!
“I want to try on ‘that’ hat… Can you tell me who stocks it?”
There is no quick answer for this, as our stockists often stock different items and it is difficult for us to know what they’ve already sold… You can email this question to us at firstname.lastname@example.org, however during peak season your quickest response may be picking up that phone and calling our stockists directly. They should be able to search via item name & colour.
“Can you custom-make something just for me?”
We would LOVE to design and hand-craft something special for you! Simply fill out our Custom Form here and we will get back to you as soon as possible.
“I really love your ‘ice-cream’ hat… But can you do it with vanilla sprinkles instead of chocolate?”
To ensure the quickest possible service to you, we pre-make a lot of our headpieces to ensure they are ready to send as soon as you order – so in some cases changes aren’t possible. However, from time to time we can make slight changes or make a newbie for you with requested tweaks (which may come with a small fee – or could be the same price, depending on the requested changes). To enquire about a modification, please email email@example.com or call 1300 711 963. Keep in mind we also offer a bespoke / custom-made service, so feel free to complete our Custom-Made Millinery form here.
“My order says it’s been cancelled.”
A “cancelled” order usually occurs when an item has been sitting in the cart for an extended period of time, and for security reasons the payment is unable to be processed. Try deleting it from your cart and re-adding it, then if that does not work, email us at firstname.lastname@example.org.
“It’s been 2 business days and I have not yet received a tracking number.”
Please email email@example.com, quoting your Order Number and full name. We will get straight onto it for you!
“I still haven’t received my parcel – HELP!”
Have you got your tracking number? Head to www.auspost.com.au (or to the relevant courier service provider’s website), punch in your tracking number and all shall [hopefully] be revealed. If something doesn’t look right with the location or delivery timeframe of your parcel, the quickest route to solving the problem is to contact Australia Post directly on 137678 (or the courier service provider). Once we have shipped your parcel, the postage/courier service provider assumes responsibility for the timely delivery of your parcel – as much as this PAINS us – there is unfortunately not a lot of control we have over the powers of the post. to and sometimes there is limited information they can share with us as the sender.
“I know FORD MILLINERY isn’t open to the public, but can you bend the rules for me just this once so I can pick my hat up from you? I need it tomorrow! Pretty please?”
It just so happens we love you all equally. So, no. ; ) We are a working hands-on studio /manufacturer and there are lots of fun things to hurt yourself on… Scorching steamers, hot glue guns, hot irons, pins & needles and most scarily Chantelle Ford’s incredibly sharp wit. We love you too much to put you through ANY of that… Including Chantelle.
“I didn’t receive an order confirmation? Did my order come through?”
To ensure the best security for you, our shopping cart will time-out after a certain period of time – if you’ve entered your payment details but left your computer for some time (for example). If you’re not sure whether or not we received your order, firstly please check your account (e.g Afterpay, Paypal, credit or debit) to confirm whether or not the transaction went through on that end. If there is no transaction there relating to FORD MILLINERY, it’s likely we did not receive your order. If there is a transaction with your account, but you did not receive a confirmation from us, please email us immediately at firstname.lastname@example.org to confirm whether or not we received your order – ideally with a screenshot of your payment confirmation. It’s always better to be safe than sorry!
“I love FORD MILLINERY and would lovvvvvve to work for / with you. DO you have any jobs going?”
That’s so nice – thank-you! We are always on the hunt for great people, spanning design, hands-on hat-making, sales, marketing, business, admin and everything in between… We would love to hear from you at email@example.com, outlining your areas of interest/specialty.
“I went to your FAQ page and you didn’t answer MY question. Sheesh!”
Wow… No need to say “sheesh”… Sheesh! Just email us at firstname.lastname@example.org and we will get back to you as soon as possible!