Where do I collect and return my hat?

Your hire hat can be collected from 45 Grenier Street, Toowoomba, Qld, 4350 and returned to the same address when the hire period expires.

Do you offer a delivery service?

If you are attending a function in Toowoomba, please advise your accommodation and your piece will be waiting at your hotel upon check in and can be left with the front desk when checking out. The House of Balsam millinery is always looking for ways to make things easier for their clients. The fee is $20.00 for this service.

Is hat hire hygienic?

At the House of Balsam Millinery, we can assure our clients that all headwear is sanitized between uses. We use disposable inlays on contact points on the skin in headpieces and by cleaning with antibacterial wipes. Please advise us if you are allergic to micro pore (hospital grade adhesive) or any other tapes. Also, after each use, the hat receives a steam clean.

How often is the hire stock updated and changed?

We regularly review our available hats and are continuously on the lookout for new and up and coming milliners to add to our offering. We encourage you to check in and regularly to see what is available that might suit your need.

How do I know if the hat suits me and I am making the right choice?

The milliners at the House of Balsam are keen to see a hat on every head! We want you to both look and feel your best. You are very welcome to email us at info@houseofbalsam.com.au and we will get back to you within 48 hours. To help you hire the best possible hat for you, we would love a photograph of you in your intended outfit and a headshot to enable us to be certain of your face shape. We suggest you include them in your email.

Face Shapes

Face shapes

How do I know what size hat I need?

If you choose a hat with a crown and a brim it is important for it to fit well, this is both for comfort and security. We do not want to see your hat flying off your head!

So how do I measure my head size?

Use a tape measure and wrap it around the widest part of your head where a hat will sit. See the illustration below.

Head Size

Head Size

If your chosen hat is too large for you, we can always add a temporary insert to make the hat a better fit for you.

How do I wear my hat?

We are happy to advise you and will include further instructions if you require them. The website photo of the hat is also a good start point.

What if I change my mind?

If you wish to cancel a booking, you have 30 days to obtain a refund. However; if it is the style of hat that you have changed your mind on, we will do all that we can to change the hat. This will depend on availability and peak times.

What are the payment options?

We offer payments via PayPal or direct debit. Once you have placed your order you will see a PayPal buy now button which allows you to quickly pay with your PayPal account or choose to enter your credit card details in via PayPal’s secure credit card form. You do not need a PayPal account to make a payment.

Is it safe to provide my credit card details over the Internet?

Yes as we use the PayPal system for payments, it is very secure.

Do I need to pay a deposit?

As the hat is being removed from the possibility of sale, a holding fee for the retail amount of the piece is taken when collected from our premises or via phone if using the personal delivery service. It is not charged to your credit card at the time of hiring. Refer to the Terms & Conditions for charges debited in the event of damage, loss or theft.

How is the holding price calculated?

It is the retail price of the piece and is indicated under the hire fee.

If I use the personal delivery service how do I pay the holding deposit?

You will be contacted via email requesting that you phone us so that we can securely take your credit card details.

What are the shipping costs?

If you live outside our radius, we are more than happy to ship your hat or headpiece to you. The shipping cost will be quoted to you upon the confirmation of your booking. This cost is dependent on Australia Post or the courier company and is not set by the House of Balsam Millinery. It will be dependent on your location, the size of the piece and the number of items that have been requested.

How long does it take to ship and how do I return it?

An overnight service is used and a prepaid form will be supplied to attach to the box for ease of return.

Is there a “cut off” time for deliveries?

All bookings requiring delivery need to be completed by close of business the day before you need it to be dispatched. As we require the holding deposit to be phoned in please allow for processing time.

What happens if the piece gets damaged or lost?

If the piece is lost or not returned, the full retail amount of the hat or headpiece will be charged. In the event of damage, it will be assessed by a milliner from the House of Balsam and a reasonable fee will be charged accordingly.

What if it is only marginally damaged?

The piece will be assessed, and a reasonable fee will be determined and charged to your credit card.