Refund policy

RETURNS & REFUNDS

Concrete Halo has a 14 days return policy. The item you wish to return must be undamaged and unused, with no make up stains.

When trying on the hat please do not wear makeup, foundation will stain the hat. The hat must still be in the same condition you received it, have its tags and be in its original packaging.

Of course you can try your hat on! But please be mindful not to damage the decoration and trims. Hold the hat by the solid base whenever you can. Do not pick the hat up, or take it off your head, by holding onto something delicate (e.g. a feather).

To return a product, follow these steps:

Email me at hello@concretehalo.com with 'Returning my Order' in the subject line. Please let me know your first name, last name, order number, and what it is you would like to return.
Please wait for my reply before posting back your package.
I will reply to you within 12 hours. I will give you my London address to post the hat back to. My email will also accept the start of the returns process (which I always will, providing you email me within 14 calendar days of receiving the product, and the product is undamaged and unworn).
It is really important to send the hat back to me in the original sturdy white box that it was delivered in. Please also securely reseal the box with tape. Use the tissue paper that came with your delivery to protect the hat inside the box.
Post the package back to me within 14 calendar days of starting the returns process (that's the date that you emailed me with the email 'Returning my Order').
It is your responsibility to get the hat back to me, and I can't refund it without receiving it. I recommend posting it back to me with a provider that gives proof of postage and proof of delivery (e.g. Royal Mail Special Delivery).
I do not refund the postage cost of posting the item back to me.
As soon as I receive the delivery back from you, I'll send you an email to let you know I have got it, and to approve the return.
It is then my responsibility to refund your money (providing the hat is unworn and undamaged) within the next 14 calendar days, but I will do it as quickly as possible. Typically within 4 - 5 days of me receiving your return you should have the money back in your account.
You can always contact me for any return question at hello@concretehalo.com

Damages and issues
Please inspect your order as soon as you receive it and contact me immediately if the item is defective, damaged or if you receive the wrong item. If your item is defective, damaged or not what you ordered, you should contact me with 7 days of receiving it. If possible please also send a photo of the item. Email me, Claire, at hello@concretehalo.com

Exceptions / non-returnable items
Legally, certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products) and hazardous products.

All my products can be returned, as I do not take on custom commissions or personalisations on my Concrete Halo designs.

Sale items

You can return sale items, just send it back following the steps above.

You can return products bought with a gift card, but I can not issue money on the return. Instead I will offer you a credit note with a 1 year expiry date.

If you have a gift card and it is about to expire, don't feel like you have to buy something for the sake of it. Please get in touch via hello@concretehalo.com and I can extend the expiry date.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
I will notify you once I have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. I can only refund to the payment method you used for the original purchase, otherwise this breaks laws around fraud. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You will typically receive your refund within 4 - 5 days of the return being approved.