Frequently Asked Questions
PRODUCT INFORMATION
What materials are used in your hats?
We use premium materials including wool felt, straw, leather, and cotton. Each hat features traditional craftsmanship with attention to detail and durability.
How do I determine my hat size?
Measure around your head where the hat will sit, typically about 1 cm above your eyebrows. Use our detailed sizing guide on each product page for accurate measurements.
Are your hats waterproof?
While our wool felt hats offer some water resistance, we recommend treating them with a waterproofing spray for maximum protection. Straw hats should be kept dry.
ORDERS AND PAYMENT
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, and Apple Pay. All transactions are secured with SSL encryption.
Can I modify my order after placing it?
Contact us immediately if you need to modify your order. We can make changes if the order hasn’t been processed for shipping yet.
Do you offer international shipping?
Yes, we ship to over 50 countries worldwide. Shipping costs and delivery times vary by destination.
SHIPPING AND DELIVERY
How long does shipping take?
- Standard shipping: 5-7 business days
- Expedited shipping: 2-3 business days
- Express shipping: 1-2 business days
- International shipping: 7-14 business days
Do you offer free shipping?
Yes, we offer free standard shipping on all orders over $75 within the United States.
How can I track my order?
You’ll receive a tracking number via email once your order ships. You can also track your order through your account on our website.
RETURNS AND EXCHANGES
What is your return policy?
We offer 30-day returns for items in new, unworn condition with original tags and packaging. Final sale items cannot be returned.
How do I return a hat?
- Log into your account on our website
- Go to “Order History”
- Select the item(s) to return
- Print the prepaid return label
- Ship the package back to us
How long do refunds take?
Refunds are processed within 7-10 business days after we receive your return. The timing depends on your payment method and financial institution.
HAT CARE AND MAINTENANCE
How should I clean my hat?
- Brush with a soft bristle brush regularly
- Spot clean with a damp cloth
- For deep cleaning, consult a professional hat cleaner
- Store in a cool, dry place away from direct sunlight
How do I store my hat properly?
- Store on a hat rack or in a breathable box
- Avoid stacking hats on top of each other
- Keep away from moisture and heat sources
- Stuff with tissue paper to maintain shape when traveling
Can I reshape my hat if it gets deformed?
Most of our hats can be gently reshaped using steam. However, we recommend consulting a professional hat restorer for significant reshaping.
SIZING AND FIT
What if my hat doesn’t fit properly?
We offer free exchanges for different sizes within 30 days of purchase. The hat must be in new, unworn condition.
Do hat sizes run true to size?
Our hats are true to standard hat sizing. Refer to our detailed sizing chart and measure your head circumference for the best fit.
Can I adjust the hat size?
Many of our hats include sizing tape or adjustable bands for a custom fit. Specific fitting options are listed in each product’s description.
INTERNATIONAL ORDERS
Are there additional costs for international orders?
International customers are responsible for any customs duties, taxes, or import fees imposed by their country.
What is your international return policy?
International returns are accepted within 30 days. Customers are responsible for return shipping costs and any applicable customs fees.
Do you provide international tracking?
Yes, all international orders include tracking. You’ll receive a tracking number once your order ships.
WHOLESALE AND CORPORATE ORDERS
Do you offer wholesale pricing?
Yes, we work with retail partners and offer wholesale pricing. Please contact our wholesale department through the website.
Do you do custom hat orders?
We accept custom orders for large quantities. Minimum order quantities apply. Contact us for more information.
What is your corporate gifting policy?
We offer corporate gifting services with custom branding options. Please contact us for corporate inquiries.
WEBSITE AND TECHNICAL SUPPORT
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and follow the instructions sent to your email.
How do I update my account information?
Log into your account and go to “Account Settings” to update your personal information, password, and communication preferences.
The website isn’t working properly. What should I do?
Try clearing your browser cache or using a different browser. If problems continue, contact our customer service team.
For additional questions not covered here, please contact us through the form on our website.