Hats going home

When a hat has to go back

It happens. A crown sits higher than you expected, a cream reads as white on a screen, a gift lands on the wrong head. Here is how that works when the shop is not us.

The window belongs to our partner

You bought from our retail partner, so the period you have to change your mind, the condition the hat has to be in and what happens to your money afterwards are all theirs to set. Start in the account you paid from. Every route back begins there and none of them begins here.

Please do not post it to us

Our US address takes letters at a desk in a showroom building. A hat sent there does not reach a returns team, because there is no returns team behind that door. It reaches a mail tray, and it will not get you your money back.

Worth checking before you decide it is wrong

• The colour. Most of our hats come in several shades and it is easy to receive the one you chose rather than the one in the photograph you remember.
• The fit line on the hat’s page. Adjustable, stretch and one size behave very differently on the same head, and a stretch knit needs a wear or two before it settles.
• Whether it has been washed. A washed hat is usually harder to send back than an unwashed one, so try it on dry first.
• Straw that arrived folded. Paper straw travels flat and takes a day to remember its shape.

What we can do

Help with the next choice. Tell us what was wrong with the one that arrived and we will tell you which of ours actually answers it, or tell you plainly that nothing we weave does. That is more use to you than a sympathetic email about a parcel we cannot see.

This is our studio address, not a shop. There is nothing to try on here, no counter, and no parcels to send back to it.