Terms & Conditions

  1. Introduction


This website found under the lockhatters.co.uk & lockhatters.com URL are operated solely by Lock & Co. Hatters. You can contact us at:

Lock & Co. Hatters

6 St. James’s Street



Tel: +44 (0) 20 7930 8874
Email: shop@lockhatters.co.uk

VAT no: GB 239 006 575
Registered company name: James Lock &amp Co. Ltd.
Company registration no: 228009
Registered in England and Wales at: 6 St. James’s Street, London, SW1A 1EF


 2. Scope


These terms and conditions are a legal agreement between us and apply to your use of our website including the sale of retail goods to customers. You must read, agree with and accept all the terms and conditions contained in this agreement and our privacy policy.


 3. Order acceptance


All orders placed by you are subject to our acceptance. We reserve the right at all times and at our sole discretion to refuse to accept an order for any reason and without liability to you.

Orders may only be placed by individual customers and corporations purchasing goods other than for resale. (Wholesale customers should contact us direct at wholesale@lockhatters.co.uk).

After you have placed the order with us, we will send you an order confirmation by email with your order number and details of the product you have ordered.


 4. Order placement

You may browse our website without registering but when placing your first order you can choose to do so as a guest or by registering with us. If you decide to register you will need to complete certain fields on an order form. Your username will be the email address you give us. In doing so you give us a commitment that you are authorised to use the address in question. You will also be asked to input a password.

You should not disclose or transfer your password to any other person. You must notify us immediately if you become aware of any unauthorised use of your password. Without prejudice to our rights, we may suspend your access to the website without liability to you if in our reasonable opinion such action is necessary to safeguard the website.

Before you submit your order you will be given the opportunity to review your selection, check the total price of your order and correct any errors. Your order represents an offer by you to purchase products.

If products shown on our website are not available or are incorrectly priced or incorrectly described, we shall not be obliged to sell you such products.

We reserve the right to change at any time and without any previous notice the items offered on our website.

It is important that you check carefully the quantity of goods that you order from us. We will deliver what you order. Whilst you have a right of cancellation you must pay for the delivery costs back to us.


 5. Telephone sales


You may also order from us by telephone. You can ring us Monday to Friday from 09h00 to 17h30 GMT and from 09h00 to 12h00 on Saturdays. We are shut on bank and public holidays. 

If you provide us with an email address, we will follow the same procedures as for online sales but if not we reserve the right to follow an alternative process, which you will be advised of when you call. In either case acceptance of your order and a contract of sale between us is not formed until payment in full has been received and cleared.


 6. Descriptions and product information


We have made every effort to represent the colours of our products as accurately as possible. However due to differences in monitors we are unable to guarantee that the colour you will see on your monitor will reflect the true colour of the product. If you have any questions about the product you may of course contact us by emailing shop@lockhatters.co.uk.

The measurements given for each hat and cap are in the European measurement of centimetres. Please note that due to the handmade nature of some of the pieces, sometimes measurements may vary slightly.

Lock & Co. Hatters warrant that the goods that you buy will at the time of delivery to you correspond to the description given by us. Except where you buy as a consumer (as defined in Section 12 Unfair Contract Terms Act 1977) all other warranties, conditions and terms relating to fitness for purpose, merchantability or condition of the goods, whether implied by statute or common law or otherwise are excluded. No statement description information warranty condition or recommendation contained in any catalogue list or similar shall be construed to enlarge, vary or override in any way the terms of this clause.


 7. Prices

All prices on the website are quoted in pounds sterling (£). They include VAT @ 20% (payable if delivery is within the EU) but exclude delivery charges, which are detailed separately.

Please note that on all orders placed for delivery outside the UK/EEC it is the customer's responsibility to pay any subsequent import duties that may be applicable for deliveries within their own countries.

We may change the prices on the website at any time and without any notice.

We try to ensure that all prices given on the site are correct. However, mistakes can occur. If we have quoted an incorrect price on the site and if the correct price is lower than that quoted, we will automatically assume that you wish to continue with your order. However if the correct price is higher than that originally quoted, we will contact you to ask if you still want to order the goods.

Payment terms - you confirm that you are authorised to use the credit card/debit card whose details you enter. All credit /debit cards are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment we will not accept your order. Furthermore we will not be liable for any delay or non-delivery. We are not obliged to inform you of the reason for the refusal. We have no responsibility for your bank or card issuer charging you as a result of our processing of your credit /debit card payment in accordance with your order.


 8. Delivery

Where there is a delay in the supply of goods you have ordered, we will advise you as soon as possible. If the goods cannot be delivered within 30 days of your order, we will notify you of this delay and you may either cancel your order or agree a further delivery time with us.


 9. Delivery charges

Delivery charges will be added to your order.

10. Returns and exchanges Policy


28 day returns guarantee - due to COVID-19 we have extended our Returns guarantee to 120 days - we hope you will be totally satisfied with anything you buy from our website. If, for any reason you are unhappy with your purchase, you can return it unworn and unused within 120 days of the date of dispatch. The date the items were despatched to you by us will be detailed in the documentation with your order. All items which you wish to return must be returned in their original packaging or equivalent with their labels intact.

You may exchange the same item for a different size or colour, subject to stock availability or receive a full refund of the price paid.

The refund can only be made to the card used when paying for the order. We will email you as soon as possible once we have received the goods back from you. Additionally, we will place a credit to the credit/debit card used to purchase the goods normally within 14 days of receipt of the goods by us.

All items purchased at Sale price may be exchanged only for a different colour or size within 28 days of the date of dispatch. Please note our exchange window for sale items is 14 days.

Please note that we do not offer returns or exchanges on the following items purchases online or in the shop:

  • Women’s couture hats since these are ‘made to order’ and bespoke to the customer.
  • Monogrammed items cannot be returned or exchanged unless there is a fault on Lock & Co. Hatters’ behalf.
  • Men’s special order hats cannot be returned or exchanged
  • Men's silk top hats and any hard hats that have been conformed, cannot be returned.


11. Returns procedure

Please wrap your parcel securely to avoid damage in transit back to us. We advise customers reuse the packaging that the order was supplied in. Please note we cannot accept an item for refund if it has been damaged in transit to us. We recommend that you to obtain a proof of posting certificate if using the Post Office. Please clearly indicate goods are being either returned for refund or exchange. 

Please return your parcel to:



Lock & Co. Hatters

6 St. James’s Street





In any event damaged, worn or used items will not be refunded or exchanged.


12. Distance Selling Regulations

Under the Consumer Protection (Distance Selling) Regulations 2000 and 2005 you have a right to cancel orders for items purchased from our website within a statutory cooling -off period. An order can be cancelled 14 calendar days, from the day your order was delivered.   You will need to state the wording Cancellation.  You then have a further 14 days to get the goods back to us.

Shipping/delivery charges are your responsibility when returning the goods however you will receive a repayment of the shipping charge for the order.

To cancel your order, please provide us with notice either by letter or email, in each case within the statutory cooling off period and giving details of the items ordered and (where appropriate) their delivery date.

If you exercise your right to cancellation after the item has been delivered to you, please follow the instructions for returns above to the stated address. Please note you will be responsible for the costs of returning the items to us unless we delivered it in error.


13. Delivery, title and risk

Orders will be sent to the delivery address that you have submitted on your order form. We cannot be held responsible if that delivery address is incorrect. Please note that we cannot deliver to PO boxes. (There are some delivery restrictions on where we can deliver and these will be given to you on request.) Title of the products will be transferred to you on delivery.
Once a product has been received by you, all risk of damage to or loss of the product will pass to you.


14. Trademarks, copyright, intellectual property

The Lock & Co. Hatters trademark remains the exclusive property of James Lock &amp Co. Ltd. The trademark is protected by International and UK Copyright and other Intellectual Property laws.


15. Privacy statement

Lock & Co. Hatters take the issue of the privacy and protection of your personal data very seriously. Lock & Co. Hatters is committed to complying with all relevant Data Protection legislation. We use the internet technology sometimes known as "cookies" to store the information that you give us. This helps us to understand the products you are interested in. We do not store credit/debit card details you give us other than in connection with the transaction you authorise. We will not disclose any of your personal information to anyone outside Lock & Co. Hatters. We may from time to time contact you with regard to our products and services. You can at any time request that we make no further contact with you by emailing us at shop@lockhatters.co.uk. No form of communication over the internet is totally secure. Lock & Co. Hatters will always use reasonable endeavours to protect the personal information that you give us but we cannot guarantee security totally and in placing an order with us you are acknowledging that you are placing your personal information on the internet at your own risk.


16. Customer Experience

Once you have purchased the Lock & Co. Customer Experience (RTW or Couture), a package will be sent out to you in the post. In this package will contain your gift voucher, presented in a white Lock card holder, a full description of the Customer Experience as well as the below Terms & Conditions.

Once you have received your package in the post, please make your appointment by calling +44 207 930 8874 or via email to shop@lockhatters.co.uk before this expiry date or the voucher will no longer be valid, however the participation date for the experience can be later than this. You will receive a confirmation email from your personal stylist, which you should bring with you on the day of your experience.

Once you have confirmed your booking date with Lock & Co., you are bound by these terms and conditions. Changes to the booking date must be made at least 7 days in advance and cancellations may be exchanged for a Lock & Co. gift voucher solely at our discretion.

The Lock & Co. Customer Experience voucher is valid for 18 months from the date of purchase. The exact expiry date will be printed on the voucher and advised at the point of sale.

In exceptional circumstances we may need to cancel the experience at short notice for reasons beyond our control, such as adverse weather conditions, illness or unforeseen local closures. Therefore, we strongly recommend that you contact Lock & Co. on the day before you depart for your experience to check. We regret that in the event of cancellation, Lock & Co. is unable to reimburse travel, accommodation or any other expenses you may incur in relation to the cancelled experience.

Lock & Co.’s shop has several steps, which can cause some people difficulties with access. We welcome the participation of disabled people on our experience, though we recognise that our listed building may present difficulties for those with disabilities. We are committed to ensuring that disabled customers are given every opportunity to participate, so we ask that you tell us about any relevant disability at the time of ordering. This enables us to do our best to meet the participant’s particular needs. We will be happy to provide information about the facilities at our shop on request.

The Customer Experience is subject to availability. The most recent information on availability will be provided when you contact us at the shop. Please book as early as possible, preferably at least 28 days in advance or further for specific dates such as weddings or race meetings. We strongly suggest you do not make arrangements in connection with the booking until it has been confirmed with us. Please note that we are unable to take bookings for June or December, due to customer demand for hats for Royal Ascot and Christmas presents.

Lock & Co., Lock & Co. Hatters, Lock Hatters, James Lock & Co. Hatters and James Lock & Co. are all trademarks of James Lock & Co. Hatters Ltd; all being registered trademarks. We are a well-known brand within the UK, Europe and Worldwide and have acquired both registered and unregistered rights in our trademarks (listed above) and our logos. No-one may use our trademarks without our express written permission. Neither the purchaser nor the recipient is entitled to use any Lock & Co. trademarks or logos.

The Lock & Co. privacy policy explains how we use any personal information we collect about you when you book this experience, make purchases or register on our website.

We collect information about you when you register with us or place an order for products or services. We also collect information when you voluntarily complete customer surveys, provide feedback and participate in competitions. Website usage information is collected using cookies.

We collect information about you to process your order, manage your account and, if you agree, to email you about other products and services we think may be of interest to you. We use your information collected from the website to personalise your repeat visits to our website.

Lock & Co. will never share your information for marketing purposes with companies outside Lock & Co. In processing your order, we may send your details to, and also use information from fraud prevention agencies. We would like to send you information about products and services of ours which may be of interest to you. If you have consented to receive marketing, you may opt out at a later date. You have a right at any time to stop us from contacting you for marketing purposes. If you no longer wish to be contacted for marketing purposes, please email shop@lockhatters.co.uk or call us on +44 207 930 8874.

You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email or write to us at the following address: Lock & Co. Hatters, 6 St. James’s Street, London, Sw1A 1EF. We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate.

*Ready-to-Wear experience priced at £495 and Couture priced at £595. There are 6 winter hats or 6 summer hats for each experience, depending which season you have chosen when placing your booking.

+Upgrade to free-flowing Chapel Down sparkling wine for only £20.

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