1. Shopping

A. Can I place an order over the phone?
B. Can I change or add items to my order after it is completed?
C. Do you have a shop?
D. What size hat should I order?
E. What type of payment does Village Hats accept?
F. What makes hatsandcaps.co.uk secure?
G. I forgot to use my Coupon Code for my purchase can I claim it back after?
H. I am an international customer, but my country cannot be selected during checkout. Will you ship to my country?
 
2. Delivery

A. How will my order be delivered?
B. Can I track my order?
C. What happens if I am not home when my package is delivered?
D. My order has not arrived, where is it?
E. Can we collect items or drop them back to the Warehouse for returns?
F. Do you deliver to BFPO addresses?
G. I am an international customer. Will I be charged customs and import charges?
 
3. Exchanges & Returns

A. Do I have to pay for returning my goods if I would like an exchange or refund?
B. Can we collect items or drop them back to the Warehouse for returns?
C. How long does it take to process my Refund?
D. How long does it take to process my Exchange?
E. What do I do if I have received a faulty product or the wrong item?
F. I have sent my items to Village Hats but you do not appear to have received them, how do I make a claim?
 
 
1. Shopping
 
A. Can I place an order over the phone?
Absolutely, our customer service team is happy to help with your order. Please call us at 0844 357 7614. We are in the office Monday to Friday, 9am to 6pm. Back
 
B. Can I change or add items to my order after it is completed?
Yes, provided it has not already been shipped. To change an item after completing an order, please contact our Customer Services team and we will amend it for you. To add an item, it is best to place a further order with free delivery and then call or email our Customer Services team to let them know. For orders outside of the UK we can refund the price of the postage of the 2nd order and send both orders out together.
 
Once the order has despatched, we are unable to cancel or amend the order. So if you need to make changes, please notify us as soon as possible. If you wish to make a change to an order you have just placed, it is important that you call us at 0844 357 7614 (From outside the UK please call +44 208 903 4537) to speak to a member of our team rather than send an email, as we will need to stop the parcel leaving the warehouse. Back
 
C. Do you have a shop?
At this time we do not have a shop. The only location where all our brands and products are available is online at hatsandcaps.co.uk. Back
 
D. What size hat should I order?
Hats come in many different sizes. Take a look at our sizing guide to find the size that will fit. Also, each hat will have a sizing information tab underneath the photo on the individual product page. That sizing information should be for that exact product. Back
 
E. What type of payment does Village Hats accept?
We accept Visa, Mastercard and Maestro cards. We also accept payments via PayPal. Sorry, we do not accept cheques. Back
 
F. What makes hatsandcaps.co.uk secure?
SSL Technology: We use the industry standard (SSL) server which is the best software available today for secure commerce transactions. All of your information including credit card and personal information is encrypted. This means no one else can read it! Back
 
G. I forgot to use my Coupon Code for my purchase can I claim it back after?
Unfortunately after an order is dispatched we can no longer refund on Coupon Codes. Back
 
H. I am an international customer, but my country cannot be selected during checkout. Will you ship to my country?
We can ship to some countries not listed during checkout; please email our customer service team at cs@hatsandcaps.co.uk and let them know what products you would like and the country where the order will be shipped. We will respond as soon as possible to let you know if we can fulfil your order.Back
 
2. Delivery
 
A. How will my order be delivered?
Village Hats offers a range of delivery methods which you are able to select during the checkout process. These include Royal Mail 2nd Class, 1st Class Delivery and next working day courier deliveries. Back
 
B. Can I track my order?
Our Royal Mail services are not trackable services. Our next working day courier service is trackable. Our courier will send you tracking information via email or text after the parcel has despatched from our warehouse. Also, if you wish you can call our Customer Service Hotline quoting your order number and our staff will happily check the progress of your parcel. Back
 
C. What happens if I am not home when my package is delivered?
Our couriers will leave a card explaining where your package is and also provide the package tracking number. Our courier, DPD, will email you to let you know what time slot your package will be delivered (within a two hour slot) and you can either arrange somebody to be there at that time or reply to the email to arrange an alternative delivery date. Back
 
D. My order has not arrived, where is it?
Very few orders should be delayed but the most common delays we note are: 1. an attempted delivery has been made but no-one was in (a card should always be left by the courier to notify you of this), 2. bad weather or strike action has created delays. If you wish you can call our Customer Service Hotline quoting your order number and our staff will happily check the progress of your parcel. Back
 
E. Can we collect items or drop them back to the Warehouse for returns?
Unfortunately customers cannot collect or return items directly to the Village Hats warehouse or offices at this time. Please return the item via post using the returns procedure on your delivery note. Back
 
F. Do you deliver to BFPO addresses?
Yes we do. Please select one of the Royal Mail shipping options for BFPO addresses. Back
 
G. I am an international customer. Will I be charged customs and import charges?
For regions outside of the European Union any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel and vary from country to country. Unfortunately, we have no control over these charges, and cannot tell you what the exact cost will be (if there is any). There are no customs or import duties within the EU as we ship from the UK. Back
 
3. Exchanges & Returns
 
A. Do I have to pay for returning my goods if I would like an exchange or refund?
Yes, if you are returning for an exchange or refund you will need to cover the postal costs back to Village Hats. We advise you use Royal Mail recorded delivery to ensure we can track that your package has arrived at our warehouse. If you are returning a faulty or wrong product, we will refund the postage. Back
 
B. Can we collect items or drop them back to the Warehouse for returns?
Unfortunately customers cannot collect or return items directly to the Village Hats warehouse or offices at this time. Please return the item via post using the returns procedure on your delivery note. Back
 
C. How long does it take to process my Refund?
All refunds should take no more than 1 working day from when your item(s) arrives back to Village Hats. Please allow for a further 5 days for the refund to show up in your bank account as this will vary. Back
 
D. How long does it take to process my Exchange?
All exchanges should take no more than 1 working day from when your item(s) arrives back to Village Hats. We will then post the exchange(s) back out to you which will take 3-5 days to deliver. This process will be dependent on the time of year. If you need an exchange quickly, we recommend placing a new order for the product online, so it is shipped instantly, and then requesting a refund for the item being sent back. Back
 
E. What do I do if I have received a faulty product or the wrong item?
Please call our Customer Service team to confirm the details of the order. In the unlikely event that we have sent the wrong item, we will arrange for the correct item to be sent out. Please use the returns slip to return the wrong item and include a proof of postage cost so we can refund that for you. Back
 
F. I have sent my items to Village Hats but you do not appear to have received them, how do I make a claim?
The first thing to do is check that your item has been delivered to us and signed for (we recommend using Royal Mail Signed For Service to be sure of delivery, you can track your parcel at (http://track.royalmail.com/). If it has not and appears to still be making its way back to Village Hats we suggest you wait 15 days. This is how we are advised by Royal Mail. From here, please contact Royal Mail or the courier you used and they will take you through making a claim. Back