Returns Policy

Occasional Hats Returns Policy

We hope you love your new hat, but if you’re not completely happy with your purchase, you can return it to us within 14 days of receiving it for a refund.

Conditions for Return

To be eligible for a refund, items must be:

  • Returned in new, unused condition
  • In original packaging, with all tags and labels attached (this includes any outer garment tags if present)
  • Free from any damage or signs of wear

Please note: If an item is returned with a taped-down shoebox or a label stuck directly to the product packaging, we may not be able to accept the return.

How to Return Your Order

  1. Fill in the returns section on your invoice and package your items securely.
  2. Return by post to our address, using a trackable service - we can’t take responsibility for items lost in transit.
  3. Prefer to return in person? Bring your order and paperwork to our Norwich store -  4 Christine Lamb Drive, Brundall, Norwich, NR13 5RT. 

Refunds

  • Refunds are issued to the original payment method after inspection of the returned items.
  • Please allow up to 7 working days for the refund to be processed.
  • Return documents are included in your original delivery.
  • Postage Costs

If an item is returned in a condition that reduces its value due to handling beyond what is necessary to establish its nature, characteristics and fit, we may make a deduction from your refund.

Unless your item is faulty or sent in error, you’ll need to cover the return postage.

Your Right to Cancel

You have the legal right to cancel your order within 14 days of receiving it. To do this, contact us at:

Missing Orders

Royal Mail Deliveries: If you haven’t received your order within 7 days of dispatch, please:

  1. Check with your local sorting office
  2. Contact us within 30 days of dispatch if the item hasn’t arrived

Shortages, Breakages or Errors

If your order arrives damaged, incorrect, or incomplete:

  • Contact us within 7 days
  • Email a photo showing the packaging and any damage
  • Include your order number in the email

We’ll investigate and put things right as soon as possible. Investigations with delivery partners may take up to 30 days.

Exclusions

Unfortunately, we can’t accept returns or cancellations on:

  • Personalised or made-to-order items
  • Unsealed hygiene-sensitive items (e.g. earrings, hats with hygiene seals removed)
  • Perishable goods
  • Sale items may be returned within 14 days of receipt in line with your statutory cancellation rights.
    We do not offer extended return periods on sale items.

This doesn’t affect your statutory rights if an item is faulty or not as described.

If you’re ever unsure about whether your item qualifies for return, please contact us. We're always happy to help. 

Occasion Hats by Conway & Bond is a proudly family-run mother and daughter business with a shared love for timeless style and beautifully crafted occasion wear.

What began as a passion for elegant headwear has grown into a carefully curated collection of occasion hats and matching clutch bags designed to help women feel confident at life’s most special events.

We specialise in race day hats, wedding hats, fascinators and statement pieces for formal occasions. Each design is chosen for its structure, quality and flattering shape, with colours that work effortlessly for the season - from soft neutrals to bold, standout tones.

To complete the look, we also offer coordinating clutch bags, making it easy to create a polished hat and bag set without the stress of colour matching. Whether you’re attending Royal Ascot, a wedding, Ladies’ Day or a special celebration, our aim is simple - to help you find an occasion hat that feels just right.

As a mother and daughter team, we believe in personal service, honest advice and pieces we would genuinely wear ourselves. Every collection is selected with care, because we know the right hat doesn’t just finish an outfit - it transforms it.

Shop Hats

Collections