How can I contact you?
You can contact us by sending an email to firstname.lastname@example.org or you can pop on over to Instagram or Facebook and send us a message and while you’re there have a look at our happy customers! We aim to respond to all email enquiries within 48 hours.
You can also message us via the contact us page on our website.
Where are you based?
We’re based out of Sydney, Australia.
When do you restock your items?
We periodically restock our products. Please contact us if there’s something in particular that you’re after that is showing as sold out and we can let you know if/when they’re expected to return.
What’s your sizing like?
- Baby - XS (46cm*): Up to 12 months
- Toddler - S (50cm*): 9 months – 3yrs
- Kids - M (54cm*): 4 – 7 years
- Kids – Adult - L (58cm*): 8 years - Adult
* Measurements above are based on head circumference.
Please keep in mind that all kids head shapes are different! To be sure, it’s a good idea to measure your child’s head with a piece of string or soft measuring tape simply measure just above the ears and across the forehead where the hat band would sit. If using string, you can lay it on a ruler or hard measuring tape to find out the length.
Remember, all hats can be made tighter or looser by adjusting the snapback strap giving approx. 4cm each way. All hats are adjustable to fit ensuring a comfortable fit and longevity of wear.
What are the care instructions?
Our caps are best gently hand washed in warm soapy water. Do not put the cap through the washing machine or tumble dryer.
How much does shipping cost?
STANDARD Shipping $9 (tracked)
EXPRESS Shipping $12 (tracked)
Do you ship outside of Australia?
For overseas purchases (outside Australia) please contact us at email@example.com and we will let you know whether shipping to your country is possible (and if so the associated shipping costs).
Who do you ship your orders with?
All orders are shipped using Australia Post and a tracking number is sent via SMS and/or email. You must provide a secure address as the courier will safe drop your parcel if you are not at home or take to your local post office for collection.
How long does shipping take?
We aim to process orders within 24 hours of being received (Monday to Friday) and packages are sent from Sydney, NSW. Please allow extra time for the personalised hats. You can calculate the shipping time to your postcode here. If your purchase is urgent, please select express postage. As shipping of our products is performed by Australia Post, unfortunately we cannot guarantee the exact shipping time for your order.
How do I track my order?
Once your order has been packed and has left our head office, you will receive an SMS and/or email with a tracking number to track your parcel with Australia Post. Please check the tracking here.
I have not received my order yet?
If you have not received your items within the estimated business days, please check your tracking number here. If the tracking information is not helpful, please email us with your full name and order number and we will look into your delivery immediately.
What payment options do you accept?
We accept PayPal and all major credit cards including Visa, MasterCard and American Express.
Please note that all prices are processed in Australian Dollars (AUD) at checkout. International orders are subject to currency conversion at the time of purchase.
Do you offer exchange or refunds?
We know sizing can sometimes be hard to get right so we’ll gladly exchange your hat for another size in the same product if it’s not right. For further details, please see the exchange section of our returns policy here.
Please note we don’t offer refunds unless the product purchased by you is faulty or damaged.
How do I exchange an item?
Please contact us via firstname.lastname@example.org with your full name and order number (if known) and let us know which full priced item you would like to exchange it for. We will provide our return address and you will need to pay for and organise return delivery to us. Once we have received the product, provided it meets the criteria for exchange as set out in our returns policy we will organise for the requested new size to be shipped to you at our cost and notify you via email when this has occurred.
Do you accept exchanges on sale items?
We do not accept exchanges on sale items.
I think my item is faulty?
We pride ourselves on providing products of the highest standard and quality. If you have received an item which was purchased from our website with a defect or if you feel your item is faulty, please contact us as soon as possible at email@example.com. We'll need photos showing the defect/fault and will need the name used to purchase the product. If we deem the product to be faulty, we will give you the option of either a full refund or to replace the product. Please see our returns policy here for further details.