Customer help?

How can we help?

FAQ

Ordering

What size should I buy?

To determine your hat size, measure your head circumference in centimetres or inches. You can refer to our sizing guide HERE for assistance, which includes tips on how to measure your head accurately.

What payment methods do you accept?

We accept various payment methods, including credit cards, debit cards, and online payment options such as PayPal & AfterPay. You can find the full list of accepted payment methods during the checkout process.

Can I amend my order & process an exchange?

Once your order is confirmed in our system we are unable to make any product changes or additions.

You can make a Return or Exchange via our Returns portal and ship back to us, once you receive the item/items.

All returns must be initiated within 60-days of confirming your purchase.

Why didn't I receive an order confirmation?

Order confirmation emails are usually sent within a few minutes of placing your order.

Please check your email's spam or junk folder, as sometimes these messages may get filtered there.

If you can still not see this email, please contact our Customer Support team via info@thehatstore.com.au so we can ensure everything has been processed correctly.

Can I change the address for my order?

Due to our fast turnaround time for our orders, we cannot guarantee that we can update the address on an order already placed or shipped.

Our best recommendation is to contact our customer service team at info@thehatstore.com.au with your order details and the updated shipping address.

Delivery

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfilment team has received your order.

Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

Head to the Delivery Page on our website for further information.

How long does it take for my order to be processed and shipped?

Order processing and shipping times can vary based on the product and your location. Please refer to the specific product's page for estimated processing and our Delivery Page for delivery times.

Can I track the status of my order's delivery?

You can track your order at any time, via our Tracking Portal here.

Once your order is shipped, you will also receive a tracking number via email, which you can also track directly from that email notification link.

What if I haven't received my order within the estimated delivery time frame?

If your order has not arrived within the estimated delivery time, please contact your local postal courier (provided in your tracking email we sent to you).

If you are unable to find this information, our customer service team are here to help. We'll assist you in tracking your order and addressing any issues. Please contact us via info@thehatstore.com.au

Returns & Exchanges

We offer easy, stress-free returns with our industry leading 60-day returns policy.

What is the return policy?

Returned items should be in their original condition and packaging, with labels intact, clean and free from wear, makeup marks, stains or washing.

We provide a 60-day return policy starting from the initial dispatch date. You can process a Return from our Returns portal here.

You can either exchange for a different product or store credit (excluding any outbound shipping fees incurred by us).

Online-store credits are valid for 3 years from creation and can be used both in-store and online.

Do you offer exchanges?

We offer exchanges exchanges for different product, size, or colour via our Returns portal here.

We also offer exchanges for online-store credit, which are valid for 3 years from creation.

We also offer instant exchanges that can be made on the same day of purchase, before the item has been processed and shipped. If your package has been processed and shipped, you can also make a Return or Exchange via our Returns portal and ship back to us, once you receive the item/items.

All returns must be initiated within 60-days of confirming your purchase.

Where do I send a return?

You can process your Return/Exchange, on our Returns Portal here.

Once your Return is approved, you will be emailed an option either to:

1. Purchase a Return Shipping label on our Australia Post account. Then all you need to do is print out the Return Shipping label and take into any Australia Post office. If you dont have a printer you can get this printed out at any Australia Post centre. Please not our Return Shipping charge is a flat fee of $15, which gets deducted from your Refund to store credit or exchange.

2. Send back via your own Shipping method. Once your Return has been approved, you will be emailed our Return address. If you have processed a Return and not received a Return address, please check your spam folder.

Pack up your goods in the original box. It is best to return in the original packaging provided.

Please note we are not responsible to honour refunds if a package is lost/stolen/damaged in transit. This includes if you use our

What items won't be processed?
  • Products that have had tags removed, have been worn or washed.
  • Product where the packaging has been damaged that it would render product unsaleable.
  • Sale or clearance items. Store Credit only. 
  • Custom Made Products. 
  • Products returned dirty with hair, stains, marks or dirt on them.
Can I refund my delivery costs or the costs of returning items?

Any original shipping fees incurred by us, will not be refunded. The customer is liable for original delivery fees.

What is the processing time for returns?

Upon receiving your return, we will process your refund for store credit or exchange within 7 days.

An email confirmation will be dispatched once the refund to store credit or exchange has been completed.

All refunds to store credit and exchanges will deduct any shipping fees incurred by us.

*Processing times may be delayed during sale and/or holiday periods.

Can I drop my online return to one of your retail stores?

You can start your Return in our Return Portal here.

After your Return has been approved, you are welcome to drop your return to one of our retail stores, however the return will not be processed in store as it is an online order. The return will be sent back to our head office for final processing.

Track My Order

Where can I track my order?

You can track your order on our tracking page here.

Make a Return

How can I make return?

You can process a Return on our Returns portal here.

Get in touch

Have questions about your order, or a general enquiry?