FAQs
Frequently Asked Questions
Returns & Exchanges
Can I return or exchange my order?
Yes! We accept returns within 30 days of delivery for a full refund. Items must be unused and in original condition. Return shipping is at your cost. To start a return, contact us via our Contact page.
Do you offer exchanges?
We don't process direct exchanges, but you're welcome to return your item and place a new order.
Shipping
How do you ship orders?
All orders are shipped via Australia Post, fully insured. You'll receive a tracking number once your order is dispatched.
How long will delivery take?
Domestic (Australia): typically 3–7 business days for Metro; country areas will take longer.
International: typically 10–21 business days depending on destination.
Do you ship internationally?
Yes! We ship everywhere EXCEPT to North America at this time.. Please note that import duties and taxes may apply and are the buyer's responsibility.
Hat Sizing
How do I find my hat size?
We recommend measuring the circumference of your head about 2.5cm above your ears. Compare your measurement to our Hat Sizing Chart for the best fit.
What if my size is between two sizes?
We recommend sizing up for comfort.
Product Care
How do I care for my hand-burned felt hat?
- Store in a cool, dry place away from direct sunlight.
- Brush gently with a soft-bristle hat brush to remove dust.
- Avoid getting felt wet — if it does get damp, reshape and allow to air dry naturally.
- Never use heat to dry.
How do I care for suede pieces?
- Use a suede brush to maintain the nap and remove surface dirt.
- Treat with a suede protector spray before first use.
- Keep away from moisture and store in a dust bag when not in use.
How do I care for the pyrography (wood-burned) designs?
- Wipe gently with a dry or very slightly damp cloth.
- Avoid soaking or submerging in water.
- A light coat of beeswax or natural wood oil can help preserve the finish.