Return / Refund Policy

RETURN POLICY

We want you to be able to buy with confidence from us. So if you buy something and you're not totally satisfied with it, for whatever reason*, we'll be happy to refund you (excluding the original delivery costs), providing you process your return request within 28 days of placing your order and the item(s) is returned to us unused and in the same condition it was sent to you with all original tags, labels and packaging (if appropriate) attached.

HAVE SOMETHING YOU WANT TO RETURN?

If you have an item(s) you would like to return please contact our customer service team HERE to request a return confirmation number.

Once you have processed your return request email it will be sent to our customer service team for approval. Approval is usually very quick but please allow up to 24hrs for this process to complete. Requests made over the weekend or on public holidays will be processed during the next working day. 

Once approval for your return has been made you will need to post your item(s) back to us using the return address label provided at the top of your invoice.

When returning your item(s) please remember to write your return confirmation number starting # on the return address label and include your original invoice. Its really important you remember to do this otherwise we won't know who's sending 'what' back.

Sadly we do not currently offer free returns, all return arrangements and shipping costs are the responsibility of the customer. We recommend returning your order by a tracked and insured service as HATTY HATS EMBROIDERY cannot be responsible for any return parcels lost in transit.

Once we have received your return we aim to process refunds within 48 hours.

HOW DO I EXCHANGE FOR SOMETHING ELSE? 

Sadly our system does not currently allow for automatic exchanges. So, to make an exchange you'll need to first return your unwanted item(s) as normal for a refund, then reorder the item(s) you would like instead.

GUARANTEE 

All products that HATTY HATS EMBROIDERY sell are brand new and guaranteed to be in working order when you receive them. If not we will replace the item or offer you a full refund including your shipping costs, providing the item is returned to us within 28 days of receiving it.

*IMPORTANT NOTICE FOR CUSTOMISED PRODUCTS RETURNS & EXCHANGES

Please note that we cannot accept back any product that has been customised. When customising products please make sure your customisations are 100% correct and accurate as we will are unable to exchange or refund these purchases. If you make a purchase and realise there is an error with your customisations please get in touch right away and we will do our best to try and amend your order. However if your order has already gone into production there's nothing we are able to do.