Returns and Refunds
All sales are final.
Every piece is picked by hand and most of them are one of one. Once a hat is gone, it's gone — we don't restock and we don't hold inventory back. So we don't take returns or exchanges for change of mind or the wrong size. What we do cover is anything we got wrong: damaged, defective, or the wrong hat in the box.
Find your situation
Six things people write to us about. Find yours for the short answer, then read the full section below it.
Damaged, defective, or wrong item
We stand behind what we ship. If we made the mistake, we fix it — no argument, no restocking fee, no return shipping cost to you.
You're covered if your order arrived crushed or torn, if the hat has a manufacturing defect like a broken snap, missing rhinestones, faulty stitching, or unfinished embroidery, or if what's in the box isn't what you ordered.
To file a claim, email thecapcartell@gmail.com with:
- Your order number
- Photos of the hat showing the problem, in good light
- A photo of the shipping box and label, if the damage happened in transit
We respond within two business days. If the claim checks out, you choose: a replacement if the piece is still in stock, or a full refund including what you paid for shipping. On one-of-one pieces there's no replacement to send, so we refund you in full — or issue store credit if you'd rather put it toward the next drop.
Sizing and fit
Fit isn't a defect, so it isn't covered. We don't accept returns or exchanges because a hat runs tight, sits high, or isn't what you pictured.
That puts the work up front, and we'd rather help you get it right the first time:
- Check the size guide on every product page before you add to cart. Fitteds are sold in true hat sizes — measure your head, don't guess.
- Read the product description for crown height and brim shape. A high-crown fitted and a low-profile A-frame sit completely differently on the same head.
- Still unsure? Message us on Instagram or email before you order. We'll pull measurements off the actual hat.
Canceling or changing an order
You can cancel for a full refund within two hours of placing your order, as long as it hasn't been packed yet. Email thecapcartell@gmail.com with your order number and put CANCEL in the subject line so we catch it before the hat goes in a box.
Once an order is packed or a shipping label is created, it can't be canceled, edited, or combined with another order.
Wrong shipping address? Email us the moment you notice. If it hasn't shipped, we'll correct it. If it has, we can't reroute it — and a package delivered to the address you entered isn't eligible for a refund.
Lost, stolen, or undelivered packages
Once a package is accepted by the carrier, it's in the carrier's hands. Here's how we handle each case.
Tracking says delivered, but the package isn't there. Check with everyone in your household and your neighbors first — carriers often leave packages next door or behind a gate. If it's still missing, contact the carrier to open a claim. We can't refund or replace a package the carrier has confirmed as delivered, but we'll send you the tracking record and proof of shipment you need to file.
Tracking hasn't moved in more than 10 business days. Email us. We'll file the carrier claim ourselves, and once it's resolved we'll replace your hat or refund you in full.
The package came back to us as undeliverable. This almost always means an incomplete or incorrect address. We'll refund the cost of the hat, minus original shipping, once it's back in our hands — or reship it if you cover the new postage.
How refunds are issued
Approved refunds go back to the original payment method. You can't redirect a refund to a different card or account.
We issue it on our end immediately and email you a confirmation. Most banks post the credit in 5 to 10 business days, though some take a full billing cycle to show it. If it's been more than 10 business days since our confirmation email and you still don't see it, contact your bank first, then reach out to us.
Original shipping charges are refunded only when the fault is ours — a damaged, defective, or incorrect item.
Drops, sale, and clearance
Anything bought during a drop, at a discount, or off the sale page is covered by exactly the same terms on this page: final sale, with the damaged, defective, and wrong-item protections fully intact.
A lower price doesn't mean less protection — and it doesn't create a return window either.
We'd rather talk it through first
Sizing questions, condition questions, a closer photo of the stonework — we answer. It's a lot easier before the order than after.
Refund policy last updated August 25, 2026