terms and conditions

At Elise Gustilo, we pride ourselves on creating hats using the highest level of craftsmanship. It is therefore important to us that you are happy with your purchase.

These Terms and Conditions, along with our Privacy Policy, detail the legal Terms and Conditions by which we sell any of the products listed on our website, and the agreement between you and us which applies to your use of our website: elisegustilo.com.

Please read these terms and our policies carefully as these apply to any contract between you and us and the sale of our products to you. Additionally, if you do not agree to our Terms and Conditions and Privacy and Cookie Policy, please do not use our website. By doing so, you signify that you have read, agree to and accept the terms and policies contained herein.

These Terms and Conditions may be amended or updated from time to time. When you place an order, the Terms and Conditions operative at the time of your order will apply to the contract between you and us. Therefore, please check this page to ensure you understand the Terms and Conditions effective at the time of your order.


These Terms and Conditions and any contract between you and us are only in the English language.

definitions

  • “You” or “your” - means a user of this website

  • “We”, “us” or “our” - means Elise Gustilo

  • “Website” - means the website located at www.elisegustilo.com

  • “Bespoke” - means a hat, headpiece or item specially designed and crafted to a particular specification

  • “Customisation” - means changing the colour, materials, shape, size, detail or embellishment of an existing hat, headpiece or item from our shop

about us and how to contact us

We are ‘Elise Gustilo’, founded by Elise Kostilo in London, England.

You can contact us:

By email: info@elisegustilo.com

By phone: + 44 (0) 7756 559 121

Or by post: Elise Gustilo, Studio E15, Cockpit Bloomsbury, Cockpit Yard, Northington Street, London, WC1N 2NP

 

descriptions & product information

We take every care to ensure that all our products are correctly described, and that colours are represented as accurately as possible. However, as computer monitors and devices differ, we cannot guarantee that the colours you see on your display will exactly match the true colour of the product.

handmade clause

All our products are hand crafted, therefore slight variations in the finish may occur. This is part of the unique charm of the work and are not faults.  

 

prices

All prices on our website are displayed in pounds sterling (£) and exclude delivery charges, which are quoted upon request. Please note that customers are responsible for any import duties that may apply if they wish their goods to be delivered outside the UK.

The price of goods on the website may be altered at any time, without notice. This will not affect any order(s) that you have placed with us which have been accepted and confirmed.

Whilst we make every effort to ensure that prices displayed on our website are correct, errors may still occur. Every order is typically checked before it is accepted and confirmed, so that if we find the correct price of the item on your order date is lower than the price stated on our website, we will charge the lower amount. However, if the correct price of the item on your order date is higher than the amount quoted on the website, we will contact you to find out if you would still like to go ahead with the order. In these instances, we are not required to honour incorrect prices.

 

receipt of order

When you place an order with us, we will send you an email to confirm that your order has been received. Please keep this Receipt of Order in a safe place as we may ask you for information from it in any future correspondence. If you do not receive this email then please contact info@elisegustilo.com

Please note a Receipt of Order does not mean that your order has been accepted – our acceptance of your order is detailed in the clause below.

 

acceptance of order

All orders placed by you are subject to our acceptance.

Acceptance of your order and a contract between you and us is formed when payment has been received and cleared. This can be in the form of a deposit or full payment.

We may be unable to accept your order if, for instance, the item you have requested is out of stock, we have identified an error in the pricing or product description, there are unexpected limitations on our resources due to unforeseen circumstances or we are unable to meet the delivery date that you require. Elise Gustilo reserves the right not to accept an order for any reason and without liability to you.

payment

We accept MasterCard, Visa, American Express, JCB, Union Pay, Diners Club, Discover, Maestro, Visa Electron, V Pay and Bank Transfer in UK sterling (£). 

We also accept transactions with mobile wallets such as Apple, Samsung and Google Pay.

payment terms and cancellation

Website orders - couture collection pieces

All couture collection pieces ordered through our website are made-to-order and payment is required in full. 

If you wish to cancel an order, please email info@elisegustilo.com. Please note, we operate the following cancellation policy for website orders:

Cancellations received:

  • Within 48 hours - full payment refundable*

  • After 48hrs but within 5 working days - partial refund. We will deduct the costs of any materials ordered, work carried out and an administrative fee from your payment. The rest will be refunded.

  • After 5 working days - your full payment will be non-refundable. 

Made-to-order items - customisations, bespoke and bridal

For customisations, bespoke or bridal orders, you will be provided with a quote and a 50% deposit will be required for work to commence. 

You may cancel an order within 3 working days* however, if any materials have been ordered or work has begun, these costs will be deducted from your payment alongside an administration fee. The rest will be refunded.

After 3 working days, your full deposit will be non-refundable. 

When your order is complete, the balance and any shipment charges (if applicable) will be required before the goods are released for collection or delivery.

* Speedy orders

Please note that for orders requiring a fast turnaround, the cancellation periods for website purchases, customisation, bespoke or bridal orders may not apply and therefore all monies may be non-refundable once paid. We will advise you if this is the case before you proceed.

Cancellations by Elise Gustilo

In the event your order cannot be fulfilled due to a cancellation by Elise Gustilo, we will refund only up to the maximum amount that has been paid and not be liable for any additional losses incurred.

  

delivery

Our clients typically collect their made-to-order pieces after their final fitting at our London studio. However, if you’d like your hat or headpiece to be delivered, you can select the option at checkout (UK residents only)

For multiple hat orders, or deliveries outside the UK, please get in touch for a quote.

Please note that for international shipping, you are responsible for all import and export charges as well as all duties, fees and taxes that are associated with the delivery.

 

retention of title

All items must be paid for in full, at collection or prior to dispatch. However, if goods are collected or shipped before payment has been made, title to the goods shall belong to Elise Gustilo, until such payment has been received by us in full.

 

returns

Our couture collection pieces, customised items, bespoke and bridal orders are all specially handmade-to order.  For this reason, Elise Gustilo is unable to accept returns. However, it is important to us that you are completely happy with your purchase. If your hat or headpiece does not meet or exceed your expectations, please do not hesitate to call us on +44 (0) 7756 559 121.

Please note, our above refund policies do not affect your statutory rights – these are the rights you have in law as a consumer when buying from a business. If you wish to return an item because it is faulty or an error has been made on our part, we will gladly refund you the full cost of your purchase and cover the applicable delivery returns costs. Please email us within 48 hours upon receiving the items to explain the issue and we will give you further instruction regarding the return.

 

intellectual property

All copyright, trademarks, intellectual and industrial property rights in all material or content supplied as part of the Website, remain the property of Elise Gustilo or our licensors.  In addition, we retain the design, intellectual and industrial property rights to:

  • Material or content on our social media channels (unless otherwise stated), including but not limited to Elise.Gustilo on Instagram 

  • Offline items such as those at our studio and any made-to-order client purchase, including collection, customised, bespoke or bridal pieces.

  • Hat blocks and patterns which are created, used or adapted to fulfil an order.  These assets shall remain the property of Elise Gustilo and at no point will ownership of these assets be transferred to the client.

When you use our website and/or its contents, no rights are granted to you in relation to our intellectual and industrial property rights or the intellectual and industrial property of third parties. By using this website, you agree not to copy, download, display, distribute, reproduce, transmit, edit or republish any of the products or content featured on this site other than for your own personal use. In addition, you agree not to create derivative works or exploit any of the products or content featured on this site for commercial purposes, nor facilitate or assist any other third party to do so. Our prior express written permission is required for our products or content to be used for any other purpose than permitted above.

Our website may contain links to third parties and these links are provided solely for your information and do not signify an endorsement by us. We are not responsible for these websites or their content and we will not be held liable for any loss or damage that may be incurred by your use of those sites.

testimonials and feedback

We love to hear from our customers and welcome your feedback, suggestions and testimonials (collectively, “Feedback”). By providing this information to us, you agree that we may use your Feedback without any restriction, payment or obligation to you. This clause does not affect or limit any of the rights you possess under applicable data protection laws.

waiver, severability and assignment

Our failure or delay to enforce any part of these Terms and Conditions are not a waiver of our right to do so later. If any provision in these Terms and Conditions are deemed to be unlawful, void or unenforceable, the remaining provisions will remain in full effect and an enforceable term that reflects our intentions as closely as possible will be substituted.

Once you have agreed to our Terms and Conditions, either by using this site or entering into a contract with us, you may not delegate, transfer or assign any of your rights, obligations or this Agreement to any third party without our prior written consent.

availability

Elise Gustilo will not be liable for delays or failure to deliver as a result of circumstances outside our reasonable control, including but not limited to: default of subcontractors or suppliers; failure or default of third-party software, products or vendors; network/internet connection, communications, or utility interruption or failure; UK or foreign governmental actions; civil commotion; riot; strikes; invasion; terrorist attack or threat of terrorist attack; war (whether declared or not) or the threat or preparation for war; epidemic or other natural disaster; earthquake; subsidence; storm; flood; fire; explosion; illness; death and freight embargoes.

 

privacy

At Elise Gustilo, we are committed to maintaining the confidence and trust of our clients as well as users who visit our site. We take the privacy and protection of your Personal Data very seriously. Please take the time to read our Privacy Policy as it contains important terms and information which apply to you.

 

governing law

These terms and conditions are governed by, and shall be construed in accordance with, the Laws of England and Wales. By using our website, services or purchasing from us, you irrevocably acknowledge and agree that You and Elise Gustilo submit to the exclusive jurisdiction of the courts of England and Wales.