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Customer Service  |  Legal Stuff  |  Other Useful Information


If you have a question, be it retail, wholesale or press, the best way to reach Jennifer is through email:  Jennifer will do her best to get back to you within a day or two. 

Sizing:  If you have any questions about how to find the perfect measurement please feel free to contact us at and we will find the perfect size for you.  We can also help you find the perfect hat for your face shape and needs.  


Returns:  All orders are treated as custom orders and are produced according to wearer's head size and specifications. Each Jennifer Hoertz hat and accessory is handmade to order in your specific head size and color choice and is a custom order.  A hat and all headwear are considered personal items and therefore a final sale.  If you are not fully satisfied with your order please feel free to contact us at within seven days of delivery to discuss it.  Any item approved for return and given a return authorization must be returned to our studio within 7 days of the approval.  Items must be returned unworn with hang tags and in the same condition it arrived to you.  All special occasion hats such as fascinators, bridal and derby pieces are final sale without exception.

Jennifer Hoertz Millinery reserves the right to reject any return items that do not meet the above criteria.  

Please note, shipping and handling charges are non-refundable.  The customer is responsible for return shipping costs.  

Bridal:  Bridal work is considered custom design, therefore pricing and timeline for completion varies.  For bridal inquiries and collaboration, please email Jennifer at she will contact you directly.  All bridal and special occasion work is final sale and must be paid in full at time of order confirmation.  An order confirmation will be sent to you via email as soon as your order is received. In addition, a shipping confirmation will be sent to you once your order has been shipped.  Colors displayed here are done as accurately as possible.  However, we can’t guarantee the color displayed on your monitor will be accurate.  Swatches are available.  If you would like to see a color/fabric before ordering, Jennifer is happy to send a swatch if the color is in stock.  Jennifer is also happy to look at your swatches to match colors.  All postage for swatches sent to Jennifer is done so at the sender’s expense.  Please be advised all orders are created by hand, packed by hand and shipped from the studio. 


Other Services:  As a full service milliner we do offer additional services such as reblocking and shaping, cleaning and retiming. Please contact Jennifer for details and pricing.  

Delivery: Please allow two to three weeks for delivery.  All orders are shipped to the address provided at time of order.  Jennifer Hoertz is not responsible for delays caused by incorrect address/delivery information.  Jennifer Hoertz is not responsible for delays caused by shipper or responsible for replacement of lost orders.  If your shipment has been delayed or lost by shipping carrier, please contact the shipper and give them the tracking information provided to you in the shipment confirmation email sent to you. If further issues persist, Jennifer will try to help as much as she can, but is not responsible for the replacement cost.  If you have delivery questions about a specific order, please contact Jennifer at


All domestic shipments are sent via Fedex ground unless otherwise specified.  We are unable to ship to P.O. boxes.  All shipments are sent with delivery confirmation.  All prices are in U.S. dollars.  Sales tax will be charged for New York State residents only.  International orders are 4 to 5 weeks for delivery.  Shipping rates are determined by country of destination, size and weight of the carton.  Jennifer will contact you via email to confirm shipping costs.  Recipient is responsible for any custom or duty fees at time of delivery.  Jennifer Hoertz is not responsible for any taxes, duties, or freight charges for international orders.  Repairs and re-blocking services are available for any Jennifer Hoertz creation that is in need of a little love and affection for the cost of labor and shipping. Please email Jennifer at for pricing and service timeline.  But also please remember some hats are beyond repair and some that are well-worn and loved are best kept that way because re-blocking does take them back to almost the original shape.


Payment is processed via Paypal.  If you do not wish to go through Paypal or are having problems using Paypal, please email Jennifer at all of your order information including color choice and size, billing and shipping information.  Jennifer will then contact you by phone for your credit card information and process it in the studio.  If you would like to pay by check, Jennifer will contact you to do so.  All orders paid by check may take up to a week longer to process, as orders will not begin until check has cleared.  Any fees incurred by checks that do not clear are the responsibility of the purchaser.  As part of our Privacy Policy Jennifer Hoertz Millinery will not disclose your contact details to any third parties. 


The contents of this site are the property of Jennifer Hoertz Millinery.  This site was designed and produced with Louise Rexer Smith Marketing. Any inquiries please go to  Photography by Katrina Hajagos.  Any inquiries please go to

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