Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn, unused, with tags, and in its original packaging. You’ll also need your receipt or proof of purchase.

How to start a return
Email us at hello@hatcasa.com with your order number and what you’d like to return. If your return is accepted, we’ll send you a prepaid return shipping label along with the return address and instructions on how to send your package.

Please request a return before sending anything back. Items posted to us without an approved return cannot be accepted, and we may not be able to return them to you.

Damaged, defective or wrong item
Please check your order as soon as it arrives. If anything is damaged, defective, or not what you ordered, email us straight away and we’ll make it right. Photographs help us sort it out faster.

Made to order
Every HAT CASA piece is made to order rather than picked from a shelf. That’s why we ask you to check sizing before ordering — but it doesn’t affect your right to return an item under this policy.

What cannot be returned
Sale items and gift cards. We also cannot accept returns of custom or personalised items, or hazardous materials, flammable liquids or gases. If you’re unsure whether your item qualifies, just ask.

Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, place a new order for the one you’d prefer.

Refunds
We’ll let you know once we’ve received and inspected your return, and whether the refund was approved. If approved, you’ll be refunded to your original payment method within 10 business days. Bear in mind your bank or card company may take a little longer to post it.

If more than 15 business days have passed since we approved your return and you still haven’t seen it, email us at hello@hatcasa.com and we’ll chase it up.

Any questions at all about returns, just ask: hello@hatcasa.com