We do our very best to deliver perfect products. Should an item nevertheless not meet your expectations, you can return it to us within 45 days after receipt of the order. We will give you a full refund including original delivery charges (from our warehouse to your address). If you return a partial order to us, we will refund you the returned item(s) excluding delivery charges. You are however responsible for the return fees.Please note that:
The returned item has their original labels attached, are packed, if possible, in their original packaging and in the condition they had upon receipt by you.
Processing and refunding
Your return will be confirmed by email on receipt in our warehouse. No later than 10 business days after receipt of your return we will refund to your credit card or bank account, depending on your original payment method.Returns made easy with Returnista: (or use a service of your own choice)
For returns in the Netherlands go to https://sunhats.returnista.nl and choose parcel drop off at a servicepoint or request a pick-up at home.
For all other European countries go to https://sunhats.returnista.com and choose parcel drop off at a servicepoint or request a pick-up at home.
If you would like to drop off the parcel yourself please indicate how many parcels and which parcel service you would like to use. Fill in your contact details and pay using your favorite payment method. After your payment has been processed you will receive your return label by email.
If you would like to have your parcel picked up please choose your favourite pick-up time and make the required payment. After receiving confirmation the date and time are fixed and cannot be changed anymore.
If you do not want to use our return service then you can also use a parcel service of your own choice. Please make sure to keep proof that the item has been send to us. We recommend you to use a parcel service with Track & Trace. You can return the item to the following address:
Returning Damaged or Defective Items
Have you received an item that is damaged or defective? Please contact our customer service department at firstname.lastname@example.org before returning the item. We will investigate your claim and will inform you if your claim can be accepted by us. In case the claim is accepted, we will either replace the goods free of charge or give you a full refund, as per your preference.
Have you purchased your hat at one of our retail partners? Please contact them directly for information on their exchanges and returns policy.
Do you want to exchange your item for a different size, color or other item? Unfortunately, we do not send you a replacement product, however you can return your item via the standard return procedure as explained above. We will refund you the item in full and you can place a new order for the item you would like.
Important to keep in mind:
- The cost of return is on your account.
- Every parcel will be charged separately by Returnista, so if you have several items to return put them in one box. This will save you return costs.
- If you make a pick-up appointment make sure you are there at the time agreed. If you are not there you need to make a new appointment but also a new payment.
- Please use the original packaging, if possible, to pack your item. At least use firm packaging so the product cannot be damaged during the return trip. The tags and labels should still be attached to the items. Close packaging with tape.
- Please use a parcel service with Track & Trace and keep the proof of sending that you receive at the service point. In this way you can always prove that you have sent the package.
- Please allow 10 days for processing after we have received your package in our warehouse. We will refund you via the same payment method as your original payment.