At Elise Gustilo we pride ourselves in 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 and Cookie Policy, detail the legal Terms and Conditions by which we sell any of the products listed on our website and the agreement between us which apply to your use of our website elisegustilo.com.

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


Descriptions & Product Information

We take every care to ensure that all our products are correctly described and 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.



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/EEC.

Elise Gustilo may alter the price of goods on the website 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 in the event the correct price of the item on your order date is lower than the price stated on our website on your order date, 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 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 us is formed when payment has been received.  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 Terms and Cancellation
  • Prêt-à-porter items

Full payment is required upfront for hats from our Prêt-à-porter collections.  This includes any shipment charges where applicable.

  • Made-to-Order items (Bespoke, Couture Collection pieces & Customisations)

Made-to-order items require a 50% deposit for work to commence.  You may cancel the order within 3 working days however if any materials have been ordered or work has begun, this will be deducted from your deposit alongside a fee to cover any administrative costs.  The rest will be refunded.

After 3 working days, the full deposit will be non-refundable.  This is to reasonably cover business costs incurred and/or loss of profit from booking in the work.  Please note that for orders requiring a fast turn-around, the 3 day cancellation period may not apply and the full deposit may be non-refundable once paid.  We will advise you if this is the case.

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

In the event your order is not 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.



We accept MasterCard, Visa, American Express, JCB, China Union Pay, Discover, Maestro, Visa Electron, V pay and Bank Transfer in UK sterling (£).  Unfortunately we are unable to take card payments over the phone.


Handmade Clause

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



Where stated are limited to head fittings, minor adjustment of embellishments or minor adjustments of the hat body, such as shortening of the crown or brim.  Shape, design/material changes, or major alterations are subject to an additional charge.  You will be advised of this before any further work is undertaken.



Our clients typically collect their made-to-order pieces after their final fitting at our London studio.    However, if you wish your hat or headpiece to be delivered, we can arrange a courier and will provide you with a quote as soon as your hat is ready.


Retention of Title

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


  • Prêt-à-porter items

If you have a change of heart or for personal reasons wish to return/exchange items from our Prêt-à-porter collections, you may do so within 7 working days providing the items are:

    • in perfect condition, unworn, unmarked and with no damage
    • in the original packaging, with all care taken to protect the item and hat box for the return journey
    • returned with all articles included in the purchase, including any tags or labels

Please note you are responsible for covering any postal costs relating to the return or exchange.

A refund for the full cost of your purchase - minus the initial delivery charge and excluding taxes or import duties - will be processed within 10 working days from receipt of the goods and following an inspection to ensure that the above criteria have been met.

Elise Gustilo will not be held responsible for items lost in the mail therefore we recommend that you use a recorded delivery service.

Please send your parcel to:

Elise Gustilo

Studio E15, Cockpit Arts

Cockpit Yard,

Northington Street



  • Made-to-order items (Bespoke, Couture Collection pieces or Customisations)
    Due to the nature of the work, Elise Gustilo does not accept returns on made-to-order items.  However, it is important to us that you are completely satisfied with your purchase.  If your hat or headpiece does not meet or exceed your expectations, please do not hesitate to call us on 077 56 559 121.

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 intellectual and industrial property rights including but not limited to copyright, trademarks and design rights of items:

  • on this website elisegustilo.com
  • on Elise Gustilo’s social media (Instagram)
  • offline such as those at our studio, produced for Prêt-à-porter or any made-to-order client purchase (including bespoke, collection or a customised item)

Remain the property of Elise Gustilo.  In addition, hat blocks and patterns which are created, used or adapted to fulfil an order, 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, reproduce, 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.



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.



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 and Cookie 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.

Comments are closed.