Return Information

Processing Times

Important Disclaimers

Return FAQS


Thank you for shopping with Hats By The Hundred. We offer an industry leading 60-day return policy for online orders. Please see our frequently asked returns and exchanges questions. 
Returns Policy
All items must be returned back to us in their original condition, unworn, unused and with all swing tags still attached. If a product is not returned in its original condition (damaged or with makeup stains/marks) we hold the right to charge the customer a cleaning or repair fee at our discretion. We hold the right to refuse returned items that show signs of wear or are not returned in their original condition; the customer will be liable for all associated return postage costs that will be calculated at the time of return. We do not offer direct product exchanges. You will be required to place a new order for any size/style changes.

Our Return Options:

1. Cash Refund (minus a $10 restocking fee and postage costs)
2. Online Store Credit for full product value (minus postage costs). Online store credits are valid for 3 years from date of issue.

Please send your item/s back to us at the address below:

Returns Department
5/19 Warehouse Road,
Southport, QLD 4215

*Inside each parcel is a return form containing the option to select one of the refund methods stated above. When you return an unwanted product, please fill out and include this form inside your returning package to avoid delays. 
If you opt for a online store credit:
Once our returns department has inspected and approved your return back at our warehouse, your unique online store credit code and instructions will be issued to the email address associated with the order.
If you opt for a refund:
Once our returns department has inspected and approved your return back at our warehouse, your refund (minus our restocking and postage fees) will be processed back onto your original payment method.
Return Postage Costs:
Customers must pay for return postage. All refunds exclude original shipping costs.
Faulty/Damaged Items:
Please contact our customer support team via within 7 days of receiving your order. We ask that you attach photos of the fault/damage to your email in order to speed up the process.

When will my return be processed?

Returns are processed within 7-10 business days however this timeframe is a guide only and may be extended during peak periods. Returns with no paperwork can not be processed. They will be put aside for 30 days only.

When will I see my refund in my bank account?

We endeavour to have all returns processed within 7-10 business days of receiving the item/s back at our head office however this timeframe is a guide only and may be extended during peak periods. You will be notified via email once your return has been received and processed. Paypal refunds generally take up to 24 hours, however, credit card refunds can take up to 5 business days to appear visible again from your end (depending on your bank and location). We bank with Westpac Bank, so if clients also bank with Westpac Bank, the process will be faster. International Banks may charge a surcharge for International transactions that are beyond our control.

Sale, Promotional Items & Fascinators:
You can send these categorised items back to us however, sale items will receive an online store credit only, unless listed as a final sale. All online-store credits are valid for 3 years, so you will have plenty of time to choose another item. Fascinators are final sale items in-store.
Orders over AUD$500:
Returned orders over AUD$500 will receive an online store credit only. Store credits expire in 3 years.
Restocking Fee for Cash Refunds:
Why is there a restocking fee for cash refunds? Our AUD$10 restocking fee on refunds helps to cover credit card charges, as well as the process of our team cleaning, pressing and steaming prior to restocking the item/s for resale. All returned hats must be steamed for hygiene purposes.
*We have the right to refuse any item/s that does not comply with our returns policy.

Can I use my online-store credit at a physical Hats By The Hundred retail store?
Yes, online-store credits can be used both online and in-store at any of our retail shops. You will receive a unique code via email to use online or present to staff in-store at the time of purchase.
What are the costs of returning an item for a refund or exchange?
Customers are responsible for all return postage costs. Postage costs vary depending on which service and company you choose.

Will my postage be refunded?

No, postage costs will not be included in your cash or store credit refund.
Can I return the item/s in the package it came in?
Yes, the packaging can be upcycled if the box is undamaged and can still protect the product. Please ensure the items are placed/stacked back in the box exactly the way they were when you received them e.g. Akubras upside down on their crown along with any protective air pillows or inserts for protection. If it is a satchel, we suggest you replace it or put the product in a box as you must return the product in good resellable condition.
Can I drop my online return to one of your retail stores?
Yes, you are welcome to drop your unwanted products at our retail stores however, the products will not be refunded in-store as it is an online order. The products will be sent back to our head office to be refunded to the card/person/entity that made the original purchase. Our retail stores act only as a drop-off locations for customers. No cash refunds will be paid in our retail stores. Refunds will be made ONLINE ONLY.
Should I notify you before initiating my return?
No, it is not necessary to contact our team. Simply fill out your return form (with your name, order number, the reason for return and preferred refund choice) and place it inside your return package coming back to us.
I have received a faulty, damaged or incorrect item, what should I do?
In the unlikely event you have received a faulty or damaged item, it will be dealt with on an individual basis at our discretion:
  • All items must be reported within 7 days, any reports outside of this timeframe will not be accepted.
  • Domestic customers may be provided with a return shipping label. 
  • International customer economy postage fees for faulty or damaged returned merchandise will be reimbursed upon presentation of receipt to a maximum cost of up to AUD$15. 
  • A quote must be provided to customer support for approval before the item can be returned back to us. 
  • Express couriers, personalised couriers, express, same day or premium service fees will not be reimbursed without our written confirmation and approval. 
  •  Faulty/damaged return product costs such as these will not be refunded without written authorisation from our company. Refunds for these costs must be agreed upon prior to the dispatch of faulty goods. 
  •  Incorrect items are to be reported within 7 business days of receiving the item, please reach out to our customer support team so that we can resolve the matter for you.