Orders
How do I place an order?
Pick a hat, choose the colour and size if it comes in more than one, add it to the cart and check out. You can order as a guest; an account lets you track orders and save addresses. A confirmation email arrives right away.
Can I cancel or change an order?
Within 2 hours of placing it — email [email protected] with the subject "CANCEL ORDER #your-order-id" or call +1 (315) 310-4188. After 2 hours the order is in preparation and cannot be changed. Details in the cancellation policy.
How do I check my order status?
The confirmation email arrives at once; the tracking email follows within 24–48 hours of dispatch. Use the Track Your Order page any time. No tracking 3 business days after the dispatch email? Contact us.
Sizes and fit
How do I find my hat size?
Wrap a soft tape measure around your head where the hat will sit — about 1 cm above the ears and across the middle of the forehead — and read the figure in centimetres. Most adults fall between 55 and 60 cm. Every hat page lists the sizes it comes in; where a style is shown as S/M/L, the product page tells you which centimetre range each letter covers.
Are baseball caps one size?
Most caps have an adjustable strap, buckle or snapback at the back and fit roughly 55–60 cm. Fitted caps and some designer styles come in set sizes — the options on the product page show which applies.
Can you confirm the size before I order?
Yes. Email us the product link and your head circumference and we reply with the size to choose, usually within a few hours in business time.
Does the hat come in other colours?
If it does, every colour is shown as an option on the product page with its own photo. Pick the one you want before adding it to the cart — the colour and size are printed on your order confirmation.
What if it does not fit?
Size is not an eligible reason for a return or exchange when the listed size is correct. Returns are accepted only for a wrong model received or transit damage, reported within 48 hours. Please check the size options before ordering.
Shipping
How long does delivery take?
Preparation first: 3–6 business days (Mon–Sat; orders after 2:00 PM EST start the next business day). Then transit: Standard 10–20 days, SF Express 7–10. Your cart shows the resulting date range for each hat.
How much is shipping?
Standard is $5.00 for the first hat and $3.99 for each additional one — free on orders of $500 and over. SF Express is $25.00 plus $5.99 per additional hat. Alaska and Hawaii: Standard only, $30.00. Details on the shipping policy.
Will the brim get crushed?
Structured hats ship in a rigid box with the crown supported. If a brim arrives slightly flattened, rest the hat on a flat surface overnight or steam it gently and it returns to shape. Real damage is covered by the return policy when reported within 48 hours.
Do you ship internationally?
Yes, to 100+ countries at the same rates. Duties, import taxes or VAT/GST may be charged by your country on arrival and are the recipient's responsibility.
I entered the wrong address.
Contact us immediately — it can be corrected up to dispatch. After dispatch it cannot be changed, and a parcel returned for a wrong address is re-sent at the buyer's cost.
Tracking says delivered but nothing arrived.
Check with neighbours, household members and safe spots first. If it has not turned up after 48 hours, contact us and we will open an investigation with the carrier.
Only part of my order arrived.
Large orders can ship in more than one parcel, each with its own tracking number and email. If a hat is still missing after all tracking shows delivered, contact us and keep the outer packaging.
Returns and refunds
What is your return policy?
Returns are accepted only when we sent the wrong model or the hat arrived damaged in transit — reported within 48 hours of delivery, unworn, in the original box with tags, with your Order ID. We provide the return label and either replace the hat or refund in full. Full terms: return policy.
How do I start a return?
Email [email protected] within 48 hours with your Order ID and clear photos. You get a Return Merchandise Authorisation and the return address within 1–2 business days.
When is the refund paid?
Inspection takes 2–3 business days after the hat arrives; the refund is issued within 7–14 business days to the original payment method. Your bank may add 3–5 days. See the refund policy.
Can I exchange instead?
Only in the two eligible cases — wrong model or transit damage — where we replace the hat free of charge. There are no exchanges for change of mind, colour or size.
It arrived damaged.
Photograph the box and the hat and contact us within 48 hours. We arrange a free replacement or a full refund including shipping; in clear cases we may not need the hat back.
Products
What do you sell?
Are the hats new?
Yes. Every hat is new, checked by hand before dispatch and shipped in its box with the tags and cards it came with.
Do you restock sold-out hats?
Sometimes. Out-of-stock hats stay visible so you can see the details; contact us about a specific one and we will tell you whether it is coming back.
How do I care for a cap?
Spot-clean with a soft cloth, cool water and a little mild soap; never machine wash or tumble dry. Let it air-dry on a rounded object — a bowl or a rolled towel — so the crown keeps its shape. Keep embroidered logos away from brushes.
How do I care for straw, wool and felt?
Straw and raffia: keep dry, brush dust off with a soft brush and store flat or on a hat stand, away from direct sun. Beanies and wool berets: hand wash cold, squeeze gently, dry flat. Felt fedoras: brush with a soft brush against the nap, steam lightly to reshape, and store crown-down so the brim does not warp.
Payment
What payment methods do you accept?
PayPal — with your PayPal balance, or with a Visa, Mastercard, American Express or Discover card as a guest through the PayPal checkout. All in USD on an encrypted, PCI-DSS-compliant gateway.
Is it safe to pay on your site?
Payment happens on PayPal's encrypted page; we never see or store full card numbers, and every transaction is screened for fraud. PayPal Buyer Protection applies to eligible purchases.
When am I charged?
Immediately on placing the order. A temporary authorisation hold may show for 3–7 business days — it is not a second charge.
My payment failed.
No funds are taken. Check the details, ask your bank to authorise the transaction, or try another method. Charged without a confirmation email? Contact us at once.
Do you charge tax or duties?
US orders: sales tax where required, shown at checkout. International orders: duties and taxes are set and collected by your country.
Account and support
Do I need an account?
No — guest checkout works. An account saves your addresses, keeps your order history and wishlist in one place.
I forgot my password.
Use "Forgot password" on the login page; the reset email arrives within minutes (check spam). Still stuck? Contact us.
How do I reach support?
Email [email protected] or call +1 (315) 310-4188, Monday–Friday, 9:00 AM – 5:00 PM EST. Email replies within 24 hours; calling in business hours is fastest for urgent matters.