Refund policy
Shipping & Returns
Last updated: August 5, 2026
Shipping
Processing your order
We're a small team, and every hat is packed by hand. Orders are processed within 1–3 business days. During holidays, launches, and sale periods, please allow an extra day or two — we'll always be moving as fast as we can.
Processing time is separate from shipping time. You'll get a confirmation email when you order, and a second email with tracking as soon as your hat is on its way. Orders placed on weekends or holidays begin processing the next business day.
Shipping within the United States
Shipping is free on all U.S. orders.
Once your order ships, standard delivery typically takes 1–8 business days depending on where you are. Delivery times are estimates provided by the carrier, not guarantees, and they don't account for weather, holiday volume, or other delays outside our control.
International shipping
We ship worldwide. International rates are calculated at checkout based on your destination.
International orders may be subject to customs duties, import taxes, and handling fees charged by your country. These are not included in your order total and are the responsibility of the recipient. We can't predict what they'll be, and we're not able to refund shipping costs on packages refused at customs.
International transit times vary widely and can take several weeks once customs is involved.
Tracking your order
Every order ships with tracking. If your tracking hasn't updated in a few days, that's usually a carrier scanning gap rather than a lost package — give it another day or two before worrying. If it still hasn't moved, email us and we'll look into it with you.
Getting your address right
Please double-check your shipping address at checkout. We're not able to reroute a package once it's with the carrier.
If a package is returned to us because of an incorrect or incomplete address, we'll reach out to arrange reshipment. Reshipping costs may apply.
Lost or stolen packages
Once a package leaves our hands and is scanned by the carrier, it's in their care. We're not responsible for packages that are lost or stolen after being marked delivered, but we don't want to leave you stranded either — email us and we'll help you file a claim with the carrier and figure out next steps.
Returns & Exchanges
Finding a hat you love and feel confident in is the whole point. If the one you chose isn't it, we'll help you find the one that is.
What we accept
We gladly accept returns on full-price items within 30 days of delivery, for either an exchange or store credit — whichever you prefer.
Exchanges are for items of equal price. If you'd like something at a different price point, contact us and we'll work it out with you. Store credit is issued for the amount you paid and never expires.
Condition
To receive full credit toward your exchange, returned items must be:
- In the original packaging
- Unworn and in original condition — no makeup marks, hair product, sunscreen, or signs of wear
- With all tags still attached
Try your hat on indoors, the way you would in a shop. Once a hat has been worn outside, we usually can't take it back.
Who pays for shipping
Your first return is on us. We'll cover return shipping for one item, and we cover shipping on your replacement too. One free exchange, start to finish.
If you need to send something back a second time, return shipping is your responsibility. We recommend a trackable service, since we can't process a return for a package that doesn't reach us.
If your item arrived damaged or we sent the wrong thing, we cover shipping both ways every time — that one never counts against your free return.
How to start a return
Start your return through our returns portal: augustinehatco.com/a/returns
You'll need your order number and the email address you used at checkout. From there you can choose an exchange or store credit, pick your replacement size or style, and get your return label — all in a few minutes, without waiting on us.
Please start your return in the portal before sending anything back. Packages that arrive without a return started are much harder to match to an order, and it slows everything down.
Once your return arrives, allow a few business days for us to inspect it and send out your replacement or issue your store credit.
If you run into trouble with the portal, email us at Augustinehatco@gmail.com and we'll sort it out.
Sale and discounted items
Items purchased on sale, with a discount code, or from our Imperfect collection are final sale and cannot be exchanged or returned, unless they arrive damaged or defective.
Damaged, defective, or incorrect items
If your hat arrives damaged, defective, or isn't what you ordered, start a return in the portal within 7 days of delivery and upload a photo, or email us directly. We'll make it right at no cost to you, including shipping both ways.
A note on natural fibers: our hats are hand-woven from natural materials, so small variations in weave, shade, and shaping are normal and are part of how they're made. A brim that's picked up a slight bend in transit can usually be reshaped with a little steam and gentle hand-shaping. If something looks wrong beyond that, send us a photo and we'll take a look.
Accessories
Hat bands, chin straps, and other accessories follow the same terms above — unused, in original packaging, within 30 days.
Gifts
If your hat was a gift, email us with the order number from the gift receipt and we'll arrange an exchange in your name.
International returns
International customers are responsible for return shipping and any associated customs charges. Please mark the package clearly as a returned item to avoid additional duties. We're not able to refund original shipping costs or duties paid on international orders.
Refunds
We offer exchanges and store credit rather than refunds to the original payment method. Store credit is issued through our returns portal once your return has been received and inspected, and arrives by email.
If your item arrived damaged, defective, or wasn't what you ordered, and we can't replace it, we'll refund you to your original payment method. Please allow your bank or card issuer a few business days to post it after we process it on our end.
Nothing in this policy limits any rights you may have under applicable consumer protection law.
Questions
Email us at Augustinehatco@gmail.com. We're a small team and we'd genuinely rather hear from you than have you keep a hat you don't love.
Augustine Hat Co.
310 Headwaters Dr, Hampstead, NC 28443
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