Exchange Policy

Exchange Policy

Thank you for shopping at Outhats (https://outhats.com/)! We want you to love what you ordered. If your felt hat or headwear item isn’t quite the perfect fit, color, or style, we are happy to help you process an exchange.

Our exchange guidelines are designed to be transparent, straightforward, and compliant with global consumer protection standards.

1. Exchange Window

We accept exchange requests within 30 days from the exact date you received your package. If 30 days have gone by since your delivery, unfortunately, we cannot offer you an exchange.

2. Eligibility for Exchanges

To ensure a successful and smooth exchange processing, your item must meet the following strict conditions:

  • The item must be unworn, unwashed, unaltered, and in the exact same pristine condition that you received it.

  • It must be enclosed in its original packaging with all original tags and labels still securely attached.

  • A valid proof of purchase (such as your Outhats order number or order confirmation email) is required.

  • Note: Final sale items, gift cards, and personalized or custom products are non-exchangeable unless they arrive damaged or defective.

3. Shipping Costs for Exchanges

Who covers the logistics costs for an exchange depends entirely on the reason for the request:

  • Outhats’ Responsibility (Damaged, Defective, or Incorrect Items): If we made a mistake (e.g., sent the wrong item, wrong size/color, or a defective product), Outhats will cover all shipping costs to resolve the issue. Please contact us within 48 hours of delivery with clear photographs of the defect. Upon verification, we will reimburse your return shipping costs and ship out the replacement item at no extra charge.

  • Customer’s Responsibility (Standard Exchanges for Personal Preference): If you are requesting an exchange due to personal preferences (e.g., you changed your mind, or selected the wrong size/color during checkout), the customer is responsible for the return shipping costs to send the original item back to our facility.

  • Taxes and Duties Included: In alignment with our store policies, all replacement items sent out for exchanges are fully inclusive of taxes, VAT, and import duties. You will never be charged any additional or hidden tax fees for an exchange delivery.

  • No Restocking Fees: Outhats does not charge any restocking fees or administrative fees for processing exchanges.

4. How to Initiate an Exchange

Our store is hosted on Shopify. To start an automated exchange process, please follow these steps:

  1. Contact Us: Send an email to our customer support team at support@outhats.com. Please include your Order Number (e.g., #XXXX), and specify the item you wish to return along with the new size/color/style you prefer to receive.

  2. Receive Authorization: Our team will review your request within 1–2 business days. Once approved, we will provide you with a Return Merchandise Authorization (RMA) number and detailed shipping instructions. Please do not ship items back without an authorized RMA.

  3. Ship the Item Back: Pack your item securely, include the RMA form inside, and ship it via a trackable shipping carrier to our registered business office:

    • Recipient: Outhats Exchange Department

    • Address: Room 1101, Tower D, Huanzhi Center, 3639 Longhua Avenue, Jingxin Community, Longhua Street, Longhua District, Shenzhen, Guangdong, China, 518109

    • Note: We strongly recommend using a trackable shipping service, as Outhats cannot guarantee or be held liable for items lost in return transit.

  4. Inspection & Replacement Dispatch: Once we receive and inspect your returned package to verify its condition, we will process, package, and ship out your new exchanged item. You will automatically receive a confirmation email with a new tracking number.

5. Contact Information & Business Hours

If you have any questions or need further assistance with your exchange process, please do not hesitate to reach out to us:

  • Website: https://outhats.com/

  • Email: support@outhats.com

  • Phone: +86 13242019890

  • Business Address: Room 1101, Tower D, Huanzhi Center, 3639 Longhua Avenue, Jingxin Community, Longhua Street, Longhua District, Shenzhen, Guangdong, China, 518109

  • Business Hours: Mon-Fri, 10:00 AM - 5:00 PM (HKT - Hong Kong Time)

  • Please note that emails sent outside of business hours will be handled on the following business day.