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Terms & Conditions

1. Introduction

This website found under the lockhatters.co.uk & lockhatters.com URL are operated solely by Lock & Co. Hatters. You can contact us at:

Lock & Co. Hatters
6 St. James’s Street

Tel: +44 (0) 20 7930 8874
Email: shop@lockhatters.co.uk

VAT no: GB 239 006 575
Registered company name: James Lock & Co. Ltd.
Company registration no: 228009
Registered in England and Wales at: 6 St. James’s Street, London, SW1A 1EF

2. Scope

These terms and conditions are a legal agreement between us and apply to your use of our website including the sale of retail goods to customers. You must read, agree with and accept all the terms and conditions contained in this agreement and our privacy policy.


3. Order acceptance

All orders placed by you are subject to our acceptance. We reserve the right at all times and at our sole discretion to refuse to accept an order for any reason and without liability to you.

Orders may only be placed by individual customers and corporations purchasing goods other than for resale. (Wholesale customers should contact us direct at wholesale@lockhatters.co.uk).

After you have placed the order with us, we will send you an order confirmation by email with your order number and details of the product you have ordered.


4. Order placement

You may browse our website without registering but when placing your first order you can choose to do so as a guest or by registering with us. If you decide to register you will need to complete certain fields on an order form. Your username will be the email address you give us. In doing so you give us a commitment that you are authorised to use the address in question. You will also be asked to input a password.

You should not disclose or transfer your password to any other person. You must notify us immediately if you become aware of any unauthorised use of your password. Without prejudice to our rights, we may suspend your access to the website without liability to you if in our reasonable opinion such action is necessary to safeguard the website.

Before you submit your order you will be given the opportunity to review your selection, check the total price of your order and correct any errors. Your order represents an offer by you to purchase products.

If products shown on our website are not available or are incorrectly priced or incorrectly described, we shall not be obliged to sell you such products.

We reserve the right to change at any time and without any previous notice the items offered on our website.

It is important that you check carefully the quantity of goods that you order from us. We will deliver what you order. Whilst you have a right of cancellation you must pay for the delivery costs back to us.


5. Telephone sales

You may also order from us by telephone. You can ring us Monday to Saturday from 9.30 am - 5.30 pm GMT. We are shut on bank and public holidays. 

If you provide us with an email address, we will follow the same procedures as for online sales but if not we reserve the right to follow an alternative process, which you will be advised of when you call. In either case acceptance of your order and a contract of sale between us is not formed until payment in full has been received and cleared.


6. Descriptions and product information

We have made every effort to represent the colours of our products as accurately as possible. However due to differences in monitors we are unable to guarantee that the colour you will see on your monitor will reflect the true colour of the product. If you have any questions about the product you may of course contact us by emailing shop@lockhatters.co.uk.

The measurements given for each hat and cap are in the European measurement of centimetres. Please note that due to the handmade nature of some of the pieces, sometimes measurements may vary slightly.

Lock & Co. Hatters warrant that the goods that you buy will at the time of delivery to you correspond to the description given by us. Except where you buy as a consumer (as defined in Section 12 Unfair Contract Terms Act 1977) all other warranties, conditions and terms relating to fitness for purpose, merchantability or condition of the goods, whether implied by statute or common law or otherwise are excluded. No statement description information warranty condition or recommendation contained in any catalogue list or similar shall be construed to enlarge, vary or override in any way the terms of this clause.


7. Prices

All prices on the website are quoted in pounds sterling (£). They include VAT @ 20% (payable if delivery is within the UK) but exclude delivery charges, which are detailed separately.

Please note that on all orders placed for delivery outside the UK it is the customer's responsibility to pay any subsequent import duties that may be applicable for deliveries within their own countries.

We may change the prices on the website at any time and without any notice.

We try to ensure that all prices given on the site are correct. However, mistakes can occur. If we have quoted an incorrect price on the site and if the correct price is lower than that quoted, we will automatically assume that you wish to continue with your order. However if the correct price is higher than that originally quoted, we will contact you to ask if you still want to order the goods.

Payment terms - you confirm that you are authorised to use the credit card/debit card whose details you enter. All credit /debit cards are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment we will not accept your order. Furthermore we will not be liable for any delay or non-delivery. We are not obliged to inform you of the reason for the refusal. We have no responsibility for your bank or card issuer charging you as a result of our processing of your credit /debit card payment in accordance with your order.


8. Delivery

Where there is a delay in the supply of goods you have ordered, we will advise you as soon as possible. If the goods cannot be delivered within 30 days of your order, we will notify you of this delay and you may either cancel your order or agree a further delivery time with us.


9. Delivery charges

Delivery charges will be added to your order.


10. Returns and exchanges Policy

We hope you will be totally satisfied with anything you buy from our website. If, for any reason you are unhappy with your purchase, you can return it unworn and unused within 28 days of the date of dispatch. The date the items were despatched to you by us will be detailed in the documentation with your order. All items which you wish to return must be returned in their original packaging or equivalent with their labels intact.

The refund can only be made to the card used when paying for the order. We will email you as soon as possible once we have received the goods back from you. Additionally, we will place a credit to the credit/debit card used to purchase the goods normally within 14 days of receipt of the goods by us.

All items purchased at Sale price may be exchanged only for a different colour or size within 14 days of the date of dispatch. 

Please note that we do not offer returns on the following items purchases online or in the shop:

  • Women’s couture hats since these are ‘made to order’ and bespoke to the customer.
  • Monogrammed items cannot be returned or exchanged unless there is a fault on Lock & Co. Hatters’ behalf.
  • Men’s special order hats cannot be returned or exchanged
  • Men's silk top hats and any hard hats that have been conformed, cannot be returned.


11. Returns procedure

Should you wish to return an item bought online for a refund. Please email returns@lockhatters.co.uk with your name, order number and the reason for your return.

Within 48 hours you will be sent a link to order your label. Return labels are priced at the same preferential rates as our standard shipping charge. Once payment is successful, your label will be sent to you with instructions on how to book a collection.

A courier will collect your parcel from your address and return to Lock & Co. Once the item arrives back at Lock & Co. your refund will be processed. If you would like an alternative size, colour, or style, please speak to our team for assistance with placing a new order.

Please be aware that any returns sent via other methods may be subject to additional taxes and duties resulting in refusal of collection or delivery. We would recommend using our returns process to avoid such charges and any resulting delays, as we cannot be held responsible for these.

 In any event damaged, worn or used items will not be refunded or exchanged.


12. Distance Selling Regulations

Under the Consumer Protection (Distance Selling) Regulations 2000 and 2005 you have a right to cancel orders for items purchased from our website within a statutory cooling -off period. An order can be cancelled 14 calendar days, from the day your order was delivered.   You will need to state the wording Cancellation. You then have a further 14 days to get the goods back to us.

To cancel your order, please provide us with notice either by letter or email, in each case within the statutory cooling off period and giving details of the items ordered and (where appropriate) their delivery date.

If you exercise your right to cancellation after the item has been delivered to you, please follow the instructions for returns above to the stated address. Please note you will be responsible for the costs of returning the items to us unless we delivered it in error.


13. Delivery, title and risk

Orders will be sent to the delivery address that you have submitted on your order form. We cannot be held responsible if that delivery address is incorrect. Please note that we cannot deliver to PO boxes. (There are some delivery restrictions on where we can deliver and these will be given to you on request.) Title of the products will be transferred to you on delivery.

Once a product has been received by you, all risk of damage to or loss of the product will pass to you.


14. Trademarks, copyright, intellectual property

The Lock & Co. Hatters trademark remains the exclusive property of James Lock &amp Co. Ltd. The trademark is protected by International and UK Copyright and other Intellectual Property laws.


15. Privacy statement

Lock & Co. Hatters take the issue of the privacy and protection of your personal data very seriously. Lock & Co. Hatters is committed to complying with all relevant Data Protection legislation. We use the internet technology sometimes known as "cookies" to store the information that you give us. This helps us to understand the products you are interested in. We do not store credit/debit card details you give us other than in connection with the transaction you authorise. We will not disclose any of your personal information to anyone outside Lock & Co. Hatters. We may from time to time contact you with regard to our products and services. You can at any time request that we make no further contact with you by emailing us at shop@lockhatters.co.uk. No form of communication over the internet is totally secure. Lock & Co. Hatters will always use reasonable endeavours to protect the personal information that you give us but we cannot guarantee security totally and in placing an order with us you are acknowledging that you are placing your personal information on the internet at your own risk.