Terms and conditions

These Terms and Conditions of Sale (hereinafter referred to as “T&Cs”) govern the contractual relationships between the company Maya BESPOKE, registered with the CMA-Île de France under number 854 016 409 (hereinafter referred to as “the Seller,” “the Company,” “we,” “Hat in the Clouds”), owner of the brand and website Hat in the Clouds, and its customers (hereinafter referred to as “the Customer” or “you”).

They also apply to anyone visiting the website www.hatintheclouds.com. Use of this website implies acceptance of these general terms and conditions of sale.

Purpose of the Website

The website Hat in the Clouds offers products for sale that can be ordered through an online distance selling system. The brand and website Hat in the Clouds are the property of Maya BESPOKE, a company registered with the CMA-Île de France under number 854 016 409 and established in Paris, France.

By placing an order on the website and checking the box “I have read and accept the terms and conditions of sale”, the Customer acknowledges having previously read and accepted these T&Cs without restriction. Once accepted, these T&Cs are the only ones applicable and govern all online orders for products and services offered on our site.

Formation of the Contract

Orders placed commit the Customer as soon as our Customer Care Team receives the order and its payment.

Capacity to Contract

You declare that you are at least 18 years old and have legal capacity, or parental authorization, to place an order on our website.

Products

All our models are copyrighted. Minor differences may exist between the items presented in photos and the items received, due to the handmade nature of our craftsmanship.

Availability

The products and services offered are available within the limits of available stock. In the event of unavailability after placing your order, our Customer Care Team will inform you as soon as possible and offer you either:

• a replacement product of equivalent value, or

• a full refund of your order.

Prices

Prices indicated on our website are displayed in euros (€) by default when accessed from within the European Union.

Exchange rates are determined by the payment method selected. Prices may be modified at any time by the Seller.

VAT

Under Article 293 B of the French General Tax Code (CGI), Maya BESPOKE is not subject to VAT. Therefore, prices indicated are exclusive of taxes, and no VAT will be charged.

For customers located outside the EU, please refer to the section “Important: Note for Customers Located Outside the EU”.

Order Confirmation

After placing your order, you will receive an email confirmation at the address you provided.

When your items are shipped, you will receive a second email notification including tracking details. Please keep this email, as it allows you to track your package and file a claim with the carrier if necessary.

Delivery

We currently ship to European Union countries only.

If you live outside the EU and wish to place an order, please contact us directly — we will be happy to review possible shipping options with you.

All shipments are made with Mondial Relay and are insured up to the total value of your order.

• Free shipping on all orders over 300€.

• For orders under 300€:

  • 10€ within France

  • 15€ for the rest of the EU

Orders are dispatched within 4 working days. Delivery usually takes 3–8 business days depending on the destination (longer for remote areas).

If you need faster delivery for a special event, please contact us before placing your order so we can discuss alternative solutions.

Delivery Addresses

You are responsible for providing a complete and accurate delivery address. We cannot be held responsible for non-receipt of orders due to Customer error.

If trade regulations prohibit the export of our products to a given destination, your order may be canceled and fully refunded.

Returns and Refunds

In accordance with Article L221-18 of the French Consumer Code, you have 14 days from receipt of your order to request a return and refund, without penalties, provided the item has never been worn or washed.

Conditions for Returns:

• Items must be returned in their original packaging, unused, with all accessories and labels.

• Bespoke items are non-returnable and non-refundable, unless defective.

Return Costs:

• If defective or incorrect item: return costs are covered by Hat in the Clouds.

• For any other reason: return costs are borne by the Customer. Returns must also be made via Mondial Relay with tracking provided.

Refunds are processed within 7 days of receiving the returned item.