If one of our products should have a manufacturing fault, please contact us within 2 days of receipt of the item. This is very important, as we do not accept liability for items that have been in a customer's possession for longer than 2 days. We will communicate with you about the problem in depth, and if there is indeed a manufacturing flaw in the product, we will offer free exchange or refund, whichever you wish. We will pay for the return of the item back to us first.
If there is a problem with a hat's or belt's size, we need to establish whether we were given the wrong size to begin with, or if we made the mistake (this can also happen). If the customer accidentally gave us the wrong size, he/she will need to pay for the postage of the original item back to us, and for the postage of the new item to them. We also charge a re-making fee for such an exchange, as all items are hand crafted in the customer's individual size (meaning we can't easily on-sell exchanged hats). The re-making fee is between A$25 and A$85, depending on the time, effort and cost of raw materials involved in the product.
If we made the mistake with an item's size, we offer exchange or a refund. If the customer wishes to exchange we will pay for the postage costs of the original item (with its size label) back to us, and the postage of the new item back to the customer. No re-making fee is charged if we made a mistake with a size. If the customer wishes to receive a refund, we pay for the postage of the item back to us first.
We do not offer exchange or refund for change of mind. Once a purchase has been made, and payment has taken place, we do not refund or cancel orders. This is due to the fact that from the moment an order has been made, it affects our planning and ordering of raw materials for our products.