Returns and Exchanges
***CHRISTMAS EXCHANGES/RETURNS POLICY** For any order placed from now onwards, we have extended our usual 21 day returns period allowing you to return/exchange up until 15th January 2021.
Please note we do not offer refunds on any items bought in our Black Friday Sale, only exchanges which are based on stock availability - otherwise a gift card will be offered for the same value. Unfortunately we are not able to accept returns or exchanges from items bought via Depop, these are second items and therefore reflected in the heavily reduced prices.
We hope you will be very pleased with your item but appreciate that you may wish to return it for a refund or exchange. We allow up to 21 days from you receiving the item for you to posting it back to us. The item will need to be sent back in the same condition and it must not have been worn or washed.
We have partnered with Collect+ to provide a hassle free way to return/exchange your item/s to us, with over 7500+ drop off points across the UK.
Unfortunately we are unable to cover the cost of returning items to us (unless the items are faulty), please click on the below link to initiate the returns/exchange process. You will be charged £4.40+VAT to return and this is payable upfront. The service is fully trackable.
Please send the item/s back in the original box that your order came in unless you wish to return multiple hats from one order, these will need to be sent back in one parcel to avoid being charged more than once (even if your parcel arrived with you in more than one box). We suggest using an alternative box which is larger to return all the items in to especially ensure that the hats are not squashed and arrive in the same condition that they arrived in.
Of course if you wish to choose your own alternative method to send an item back to us (for example via Royal Mail), please feel free to do so. Please ensure you include the delivery note inside your parcel and whether you require a refund/exchange and post it to:
Hicks & Brown Limited (Returns/Exchanges), Barns & Stables, Timworth Green, Bury St Edmunds, Suffolk IP31 1HS.
(Unfortunately we are unable to accept visitors to our office).
It is your responsibility to ensure that the parcel reaches us safely and you may wish to use recorded or special delivery as appropriate. A proof of posting can be issued by the Post Office free of charge on request.
If you are an international customer and wish to return or exchange an item please contact us on (email@example.com) as the process is slightly different, there will still be a courier cost to pay to return your item/s but we are able to provide access to our heavily discounted express shipping rates compared with what you might be offered if you chose to send it back via your own method.
If you wish to exchange the item we will send out the exchange free of charge once we receive the original item back. We advise to allow approximately ten working days for all exchanges or refunds to be processed.
Upon receipt of the returned items in the condition described above we will refund your money in full less the original postage and packing charges.
Any items returned to us which are not in the condition described above will be sent back to you at your own expense. Unfortunately we are not able to accept returns of items that have been damaged in transit because they were incorrectly packaged. If you have not paid the correct postage on a returned parcel resulting in us having to make a payment to Royal Mail or a courier, then we will deduct the amount paid from the refund due.
If you are returning the item because it is faulty please email us first at firstname.lastname@example.org with details of the problem. If the item is subsequently returned we will reimburse you the cost in posting the item to us.
These conditions are without prejudice to your general consumer rights when different returns periods may apply for faulty goods. Please note the washing instructions on the garments and observe the temperature limits.
For damaged items that have already been worn, we reserve the right to have the item repaired or issue you with a credit note.
Please note, if you have purchased your item via one of our stockists you will need to get in touch with them and follow their returns/exchange procedure.