General terms and conditions

Version: 28 October 2026

These terms and conditions apply to purchases made by consumers through The English Hatter's online shop. They explain the arrangements for ordering, payment, delivery, returns and statutory rights relating to faulty goods.

1. About The English Hatter

The English Hatter B.V., trading as The English Hatter.

Aalsmeerderweg 285A
1432 CN Aalsmeer
The Netherlands

  • Dutch Chamber of Commerce registration number: 33046640
  • VAT identification number: 0036.18.547.B.01
  • Email: webshop@english-hatter.nl
  • Telephone: +31 (0)85-2126898
  • Customer service: Monday to Friday, 09:00 to 17:00.

2. Scope

  1. These terms apply to our online offers of clothing, hats and caps, footwear, accessories and other physical goods, and to distance contracts with consumers. A consumer is an individual purchasing for purposes outside their trade, business or profession.
  2. Purchases concluded entirely in a physical store are subject to the policy offered in that store. An online purchase remains subject to these terms when collected from or returned to a store.
  3. You can view and save these terms before placing your order. No later than delivery, you will also receive the applicable terms in a format you can retain.
  4. We will disclose any additional promotional or product-specific terms before purchase. In the event of a conflict, the provision most favourable to you will apply. Your mandatory statutory consumer rights always remain unaffected.

3. Product information, prices and offers

  1. We describe our products as carefully as possible, including information about their design, material, size and price. Colours on your screen may differ slightly from the actual colours. This does not affect your right to receive goods that conform to the contract.
  2. Prices for consumers within the European Union include applicable VAT. Delivery charges and any other charges we apply are displayed before you complete your order.
  3. We state the validity period and any conditions of our offers. We are not bound by an obvious error in a price or product description if you could reasonably have recognised it as a mistake.
  4. The price agreed when the contract is concluded applies to your order. A subsequent price change or promotion does not automatically entitle you to an adjustment to an earlier purchase.
  5. If a discount depends on the number or combination of items purchased, we explain before purchase how that discount will be calculated if part of the order is returned. Any recalculation will only be made in accordance with those previously disclosed conditions and to the extent permitted by law.
  6. If an item purchased as part of a two-item deal is found to be faulty and is returned because of that fault, we will reimburse the shipping costs of that return. The non-faulty item you keep will retain its original discount and deal price. We will not charge a higher price for that item because you return the faulty item. This exception takes precedence over the general rules on recalculating multi-item discounts. Your statutory rights relating to faulty goods remain unaffected.

4. Ordering and payment

  1. The contract is concluded when you place your order with an obligation to pay and meet the ordering conditions disclosed in advance. We confirm your order by email. Until we have acknowledged receipt of your electronic order, you may cancel the contract.
  2. You are responsible for entering your contact and delivery details correctly. If you discover an error, please contact us as soon as possible. We will check whether a change is still possible.
  3. The available payment methods and payment deadlines are shown at checkout. These terms do not require you to pay more than 50% of the purchase price in advance. You may voluntarily choose to pay the full amount in advance.
  4. If payment is overdue, we first give you written notice allowing you the statutory period of fourteen days to pay. This period starts on the day after you receive the notice. Only after that period may statutory interest and legally permitted collection costs become payable, as explained in the notice.

5. Shipping and delivery

  1. We deliver to residential and business addresses in the countries available at checkout. We cannot deliver to PO boxes or APO/FPO addresses.
  2. We aim to process and dispatch orders within one to three working days. If an item needs to come from one of our stores, processing may take up to five working days. Transit time is additional to processing time. Expected transit times by destination are set out in our shipping policy.
  3. We dispatch on working days, excluding public holidays. Once your order has been dispatched, you will receive a dispatch confirmation with the available tracking information.
  4. Standard delivery within the Netherlands and Belgium is free for orders of €125 or more. Delivery charges for other orders are displayed before you complete your order.
  5. We deliver no later than thirty days after the contract is concluded, unless we have agreed a different period with you. We will inform you as soon as possible of any delay or unavailability. If we cannot deliver, you may cancel the contract free of charge. In the event of a delay, you retain all your statutory rights, including the right to terminate the contract after a reasonable additional delivery period and, where permitted by law, to terminate immediately. You may also exercise your right of withdrawal before receiving the goods.
  6. The risk of loss or damage remains with us until you, or a third party you have designated other than the carrier, receive the goods. If you independently choose a carrier that we have not offered, the statutory exception to this allocation of risk applies.
  7. Deliveries outside the European Union may be subject to local import duties, taxes and customs clearance charges. Where these are not included at checkout, they are payable by you. We inform you of these potential charges before purchase.

6. Statutory cooling-off period and right of withdrawal

  1. You have the right to withdraw from your online purchase without giving a reason. The statutory cooling-off period expires fourteen days after the day on which you, or a third party you have designated other than the carrier, receive the goods.
  2. If you order several items in a single order and they are delivered separately, the cooling-off period starts on the day after you receive the last item. If an item is delivered in several parts or shipments, receipt of the final part or shipment is decisive. Statutory rules concerning weekends and public holidays apply to statutory deadlines.
  3. You may withdraw using the online withdrawal function, by emailing webshop@english-hatter.nl, by writing to the address in Article 1, or by making another unequivocal statement. The model form at the bottom of this page is available for your use, but is not compulsory. Your notice is on time if you send it before the cooling-off period expires.
  4. If you use our online withdrawal function, you will receive an email acknowledgement without delay. The returns portal is an additional tool; using it is not compulsory to exercise your statutory right of withdrawal.
  5. After notifying us of your withdrawal, you have a further fourteen days to send back or hand over the goods to us. You meet the deadline if you dispatch the goods before that period expires. Please keep your proof of postage.
  6. If we fail to inform you correctly about the right of withdrawal or fail to make the model form available, the cooling-off period is extended in accordance with the law, by up to twelve months after the original cooling-off period. If we provide the missing information during that period, the cooling-off period expires fourteen days after you receive it.
  7. Sale and discounted items are also covered by the statutory right of withdrawal.

7. Our additional 30-day returns service

  1. In addition to your statutory rights, we offer the option to send items back or return them to one of our stores within thirty days of receipt. For this additional service, it is sufficient to dispatch or hand over the goods no later than the thirtieth day.
  2. For a return that falls solely under this additional service, items must be unworn, unwashed and undamaged. Trying them on to assess size and fit is permitted. Please include any labels and accessories and, where reasonably possible, the original packaging.
  3. If you have exercised your right of withdrawal within the statutory cooling-off period, the statutory return deadline and rights in Article 6 apply, even if the return consequently takes place later. The conditions of this additional service do not restrict your statutory rights or statutory remedies for faulty goods.

8. Returns, return costs and exchanges

  1. You can register a return through our returns portal, where you can purchase a return label. The price is displayed before you buy the label. You may also choose a suitable carrier yourself.
  2. You bear the direct cost of returning the goods unless we have stated otherwise in advance. Returning or exchanging an online purchase at one of our stores is free of charge. Please bring your order confirmation or other proof of purchase.
  3. Please pack the goods carefully. The return address is: The English Hatter, Webshop Department, Aalsmeerderweg 285A, 1432 CN Aalsmeer, The Netherlands.
  4. The returns portal is not available for returns from countries outside the European Union. You may send your return to our return address using a carrier of your choice. Please complete the customs declaration correctly as returned goods. Any unavoidable, direct import or customs clearance charges for your return may only be charged to you to the extent that this was clearly disclosed before purchase and is permitted by law. We will substantiate any deduction.
  5. If you receive an incorrect or faulty item, please contact us. We will provide an appropriate solution and bear the necessary return costs where the error is our responsibility. Registering a return in advance is not a condition for exercising your statutory rights.
  6. Online exchanges are handled through a return and a new order. For a different size or colour, you can place a new order. Exchanges in one of our stores are possible, subject to stock availability. Your right to a free replacement in the event of a defect remains unaffected.

9. Trying on items and diminished value

  1. During the statutory cooling-off period, you may unpack and inspect items as you would in a shop. You may try on clothing, footwear and hats to assess their size, fit and design.
  2. Please handle items carefully. Do not wear clothing beyond what is necessary to try it on, do not wash it, and try footwear on a clean surface. Leave attached labels in place where possible.
  3. When exercising your statutory right of withdrawal, your right to return goods does not automatically lapse because of use or a missing label or packaging. However, you may be liable for demonstrable diminished value resulting from handling beyond what is necessary to assess the goods. This only applies if we have correctly informed you of your right of withdrawal. We will explain any deduction.

10. Refunds

  1. In the event of statutory withdrawal, we refund the amounts due no later than fourteen days after receiving your withdrawal notice. Unless we have offered to collect the goods, we may withhold reimbursement until we have received the goods or you have supplied evidence that you have sent them back, whichever occurs first.
  2. If you withdraw from the entire order, we also refund the delivery charges you paid for our least expensive standard delivery option. We do not have to refund additional costs for a more expensive delivery method you selected. For a partial return, we do not have to refund the original delivery charges.
  3. We refund you using the same payment method you used, unless you expressly agree to another method. We do not charge a fee for the refund.
  4. For a return that falls solely under our additional returns service, we refund the purchase price of the returned items no later than fourteen days after receiving them. Under this additional service, we do not refund the original delivery charges.
  5. Any recalculation of a multi-item discount will only take place as described in Article 3. A legally permitted amount for diminished value may be deducted from the refund.

11. Exceptions to returns

  1. Only where permitted by law and where we have clearly informed you before purchase may the right of withdrawal be excluded for goods made to your individual specifications or clearly personalised, such as genuinely made-to-measure or personalised items. Choosing from our standard sizes or colours does not, in itself, make an item bespoke.
  2. For sealed goods that are not suitable for return for health protection or hygiene reasons, the right of withdrawal may lapse if you break the seal after delivery. This only applies where the goods genuinely meet this statutory exception and we have clearly informed you before purchase. Underwear, socks and other clothing are not automatically excluded from returns.
  3. These exceptions also apply to our additional returns service. Your rights in the event of an incorrect or faulty item remain unaffected.

12. Quality and statutory rights relating to faulty goods

  1. You are entitled to goods that conform to the contract and meet your reasonable expectations, taking into account their description, price, material and normal use, among other factors.
  2. If an item does not conform, please contact our customer service team and describe the problem. Where possible, include your order number and photographs. Notification within two months of discovering a defect is, in any event, considered timely.
  3. Where a statutory claim is justified, we arrange a free repair or replacement in accordance with the law, within a reasonable time and without significant inconvenience. Where the law permits, you are entitled to a price reduction or termination of the contract and a refund.
  4. Under Dutch law, there is no single fixed period for statutory rights relating to faulty goods. Any manufacturer's warranty or additional guarantee does not restrict your statutory rights against us.
  5. Damage caused by misuse, improper care or normal wear and tear does not, in itself, fall within statutory protection for faulty goods. We always assess whether the item has met your reasonable expectations. Please follow the care and washing instructions supplied.

13. Complaints, applicable law and amendments

  1. You may submit complaints to webshop@english-hatter.nl or the address in Article 1. We respond to complaints within fourteen days of receipt. If more time is needed, we acknowledge receipt within that period and indicate when you can expect a substantive response.
  2. We will work with you to find a solution. You always retain the right to bring a dispute before the competent court.
  3. The contract is governed by Dutch law. If you live in another country and mandatory consumer rights of that country apply to you under the applicable rules, you retain that protection.
  4. The version of these terms available when the contract was concluded applies to your order. Subsequent amendments do not apply retrospectively to existing orders unless validly agreed with you.

Annex: model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. Use of this form is not compulsory.

To: The English Hatter B.V., Aalsmeerderweg 285A, 1432 CN Aalsmeer, The Netherlands. Email: webshop@english-hatter.nl.

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

  • Item(s): ................................................................
  • Ordered on (*) / received on (*): ................................................................
  • Order number (optional): ................................................................
  • Name of consumer(s): ................................................................
  • Address of consumer(s): ................................................................
  • Signature of consumer(s), only if this form is submitted on paper: ................................................................
  • Date: ................................................................

(*) Delete as appropriate.