Refund Policy

We stand behind every hat we make. Because hats are creased and shaped to each customer, what we can take back depends on the item.

Uncreased hats, pre-creased hats that weren't adjusted, apparel, and gear

• Returnable within 30 days for an exchange or store credit on your account.
• Items must be unworn and in their original condition and packaging, with your receipt or proof of purchase.

Hats we creased or shaped to your request

• Once a hat is creased it can't be uncreased, so these can't be returned.
• We'll reshape your hat free for the life of the hat.

Custom felt hats

• These are made to your specifications, so they can't be returned.
• We'll resize (where possible) and reshape your hat free for the life of the hat.

Hat restorations

• You can cancel for a full refund before we start work on your hat.
• Once work begins, we can't give refunds.

If there's a defect or we made a mistake

• On any item, we'll fix it, replace it, or refund you.
• This includes items that arrive damaged. Email info@catalenahats.com and we'll make it right.

Sale and clearance items

• These are final sale.

Gift cards

• Gift cards can't be refunded.

Shipping

• You pay shipping both ways on returns, exchanges, resizing, and reshaping, unless it's a defect or our mistake.
• For items over $75, use a trackable service or add insurance, since we can't guarantee a package we never receive.

How to start a return

• Email info@catalenahats.com, bring the item to the shop, or ship it to Catalena Hatters, 203 N. Main Street, Bryan, TX 77803.
• Once we receive and inspect it, we'll email you. Store credit goes on your customer account. Refunds for defects or our mistakes go back to your original payment method.