Refund policy

Unfortunately, we cannot accept returns on custom made hats & sale items. We do not carry stock and make all hats to order. As they are not ready made, labour costs, consultations and materials are incurred by us when you place your order. Please ensure that you have chosen the correct style, shape and size before placing your order.  We are always available for over the phone, video call and emails if you are not sure of your style, shape or size. We are always happy to help and to resolve any issues. We ask that you be courteous and polite as we won't accept bullying or aggressive behaviour. This is a fun creative process that may on occasion need a second consultation or return adjustment to make it perfect. 
You can always contact us for any return question at info@hats.com.au.

Damages and issues on Imported and Factory made Caps
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For our ready made caps sizing please ensure that you have ordered the correct size as you will be liable for the return and the postage of the replacement. If you need help with this, please contact us before ordering and we will guide you through the process. If you have ordered the incorrect size please email us and return the unworn cap with all labels intact. We will also issue a refund on these if still brand new. Once again, we ask that you act respectfully as we will not respond to rude or aggressive behaviour.

Non-returnable items
Certain types of items cannot be returned, such as custom made hats due to the fact that they have been specifically made to order. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.