Frequently asked questions
1. How do I measure my head for a hat?
Take a soft tape measure and run it around your head, just above the ears and across the middle of your forehead. Keep it level and snug, not tight, then note the figure in inches or centimetres and check it against our size guide.
2. My size falls between two sizes, what should I do?
We recommend sizing up. A fit that sits a touch generous is easier to wear through a long day than one that feels tight, and it leaves room for a hat liner or thicker hair. If you are unsure, emailcare@atelierbrim.co.ukand we will help you choose.
3. How should a hat fit?
A hat should sit level and feel snug without pressing. It stays in place when you tilt your head gently and leaves no red mark on your forehead once removed. Comfort across a full day is the truest test of a good fit.
4. How long will my order take in the UK?
We process orders within 1 to 2 working days. Standard delivery is tracked and takes up to 15 working days from despatch; express is tracked and arrives in under 10 working days. UK delivery is free on orders of £75 and over.
5. Do you ship internationally, and what about customs?
Yes. We ship using international tracked carriers. On UK consignments of £135 or less, UK VAT at 20% is already included in the price you pay at checkout. Above £135, or for destinations outside the UK, any import VAT and duties are settled at the border before delivery.
6. How do I track my order?
Once your order leaves us, you will receive a despatch email with a tracking number and a link to follow your parcel. If it has not arrived within the estimated window plus 5 working days, emailcare@atelierbrim.co.ukand we will look into it for you.
7. What is your return policy?
You can cancel an order within 14 days of receiving it, and we offer a further 30-day goodwill window if you change your mind. Faulty or not-as-described items can be returned within 30 days for a full refund. The goodwill window does not apply to sale items.
8. How do I return a hat?
Emailcare@atelierbrim.co.ukwith your order number first. We reply within 1 business day with the return address, a return reference and packing notes. Items sent back without a reference cannot be accepted. For a change of mind you cover return postage; for faulty items we cover it.
9. How long does a refund take?
Once we receive your return, or proof that you have sent it, we refund you within 14 days to your original payment method, with no fee. Banks usually credit the funds within 5 to 10 working days after that.
10. How do I care for and store my hat?
Lift a hat by the brim edges rather than the crown, so it keeps its shape. Brush felt gently with a soft brush to lift dust. Store it on a flat surface or a hat stand, away from direct heat and sunlight.
11. Can my hat get wet?
Light rain rarely harms a wool or felt hat. Let it dry naturally at room temperature, away from radiators, then brush it once dry. Straw and occasion pieces are more delicate and are best kept out of heavy rain.
12. Where are atelierbrim hats made?
atelierbrim is the trading name of ZIIEMA, a French micro-business that selects hats and ships them to customers across the UK. Each piece is made with trusted manufacturing partners and chosen with care for the British seasons.
13. How can I contact you?
Emailcare@atelierbrim.co.ukfor help with an order, orhello@atelierbrim.co.ukfor anything else. You can also call 07443 321494, or +44 7443 321494 from outside the UK. We reply within two working days, Monday to Friday, excluding UK bank holidays.