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Frequently Asked Question

 

If you are not able to find answers to you questions below please dont hesistate to contact us on any questions about our return & exchange policy

 

 

WWW.Hatsworld.co.uk  Operated by Rim UK

 

Please email us.

 

We usually respond to our email within 24 hours.

 

Email - cs1@hatsworld.co.uk  (Customer Service)

 

Frequently Asked Questions Hatsworld.co.uk

1. Shopping

A. Can I place an order over the phone?

B. Can I change or add items to my order after it is completed?

C. Do you have a shop?

D. What size hat should I order?

E. What type of payment does Hatsworld accept?

F. What makes hatsworld.co.uk secure?

G. I am an international customer, but my country cannot be selected during checkout.  Will you ship to my country?

2. Delivery

A. How will my order be delivered?

B. Can I track my order?

C. What happens if I am not home when my package is delivered?

D. My order has not arrived, where is it?

E. Can we collect items or drop them back to the Warehouse for returns?

G. I am an international customer.  Will I be charged customs and import charges?


3. Exchanges & Returns

A. Do I have to pay for returning my goods if I would like an exchange or refund?

B. Can we collect items or drop them back to the Warehouse for returns?

C. How long does it take to process my Refund?

D. How long does it take to process my Exchange?

E. What do I do if I have received a faulty product or the wrong item?

 

1. Shopping

A. Can I place an order over the phone?
Absolutely, our customer service team is happy to help with your order. Please email cs@hatsworld.co.uk.  We are currently moving premises but can still be contacted Monday to Friday, 10am to 6pm. We however will not be able to take payments over the phone.
B. Can I change or add items to my order after it is completed?
Yes, provided it has not already been shipped. To change an item after completing an order, please contact our Customer Services team and we will amend it for you. To add an item, it is best to place a further order with free delivery and then call or email our Customer Services team to let them know. For orders outside of the UK we can refund the price of the postage of the 2nd order and send both orders out together.
Once the order has despatched, we are unable to cancel or amend the order.  So if you need to make changes, please notify us as soon as possible, send an email, as we will need to stop the parcel leaving the warehouse.
 
C. Do you have a shop?
Yes but we are currently moving to another showroom.
 
D. What size hat should I order?
Hats come in many different sizes.  Take a look at our sizing guide (or see bottom of page) to find the size that will fit.  Also, each hat will have a sizing information tab underneath the photo on the individual product page.  That sizing information should be for that exact product.  
 
E. What type of payment does Hatsworld accept?
We accept Visa, Mastercard and Maestro cards through Barclaycard.  We also accept payments via PayPal.  Sorry, we do not accept cheques. 
 
F. What makes hatsworld.co.uk secure?
SSL Technology: We use the industry standard (SSL) server which is the best software available today for secure commerce transactions. Also we do not hold customers CC or DC details. All payments go through Paypal and barclarycard own secure server.
 
G. I forgot to use my Coupon Code for my purchase can I claim it back after?
Unfortunately after an order is dispatched we can no longer refund on Coupon Codes. 
 
H. I am an international customer, but my country cannot be selected during checkout.  Will you ship to my country?
There are a number of countries inside of Europe (France, Belgium,Spain,Germany,Switzerland,Portugal, Croatia, Cyprus, Iceland and San Marino) and outside of Europe (S.Africa,Kenya, Egpyt,Australia, Canada, Hong Kong, Japan, New Zealand, Singapore, South Korea, Turkey, Russia and the United States) that we will ship to. We can ship to the countries listed above;
Please note, shipping costs to the countries listed above vary, so they are going to be different than the costs quoted in our delivery information page.  Delivery costs will be quoted in the Checkout.
 
2. Delivery
 
A. How will my order be delivered?
Hatsworld.co.uk offers a range of delivery methods which you are able to select during the checkout process. These include Royal Mail 2nd Class, 1st Class Delivery and next working day courier deliveries.   
B. Can I track my order?
Our Royal Mail services are not trackable services.  Our next working day courier service is trackable.  Our courier will send you tracking information via email or text after the parcel has despatched from our warehouse.  Also, if you wish you can call our Customer Service Hotline quoting your order number and our staff will happily check the progress of your parcel. 
 
C. What happens if I am not home when my package is delivered?
Our couriers will leave a card explaining where your package is and also provide the package tracking number. Our courier will email you to let you know what time slot your package will be delivered (within a two hour slot) and you can either arrange somebody to be there at that time or reply to the email to arrange an alternative delivery date. 
D. My order has not arrived, where is it?
Very few orders should be delayed but the most common delays we note are: 1. an attempted delivery has been made but no-one was in (a card should always be left by the courier to notify you of this), 2. bad weather or strike action has created delays.  If you wish you can call our Customer Service Hotline quoting your order number and our staff will happily check the progress of your parcel. 
 
E. Can we collect items or drop them back to the Warehouse for returns?
Customers can collect from our store at 16 Camberwell Road london SE5 0EN (Please note we are currently moving to another premises) but returnof item must be via post using the returns procedure on your delivery note. 
 
F. I am an international customer.  Will I be charged customs and import charges?
For regions outside of the European Union any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel and vary from country to country. Unfortunately, we have no control over these charges, and cannot tell you what the exact cost will be (if there is any). There are no customs or import duties within the EU as we ship from the UK.
 
3. Exchanges & Returns
 
A. Do I have to pay for returning my goods if I would like an exchange or refund
Yes, if you are returning for an exchange or refund you will need to cover the postal costs back to Village Hats. We advise you use Royal Mail recorded delivery to ensure we can track that your package has arrived at our warehouse. If you are returning a faulty or wrong product, we will refund the postage. 
 
B. Can we collect items or drop them back to the Warehouse for returns?
Yes. At 16 Camberwell Road London SE5 0EN or Medway City Estate ME2 4NZ
C. How long does it take to process my Refund?
All refunds should take no more than 3-5 working day from when your item(s) arrives back to Hatsworld. Please allow for a further 5 days for the refund to show up in your bank account as this will vary. back
 
D. How long does it take to process my Exchange?
All exchanges should take no more than 3 working day from when your item(s) arrives back to Hatsworld. We will then post the exchange(s) back out to you which will take 3-5 days to deliver. This process will be dependent on the time of year. If you need an exchange quickly, we recommend placing a new order for the product online, so it’s shipped instantly, and then requesting a refund for the item being sent back. 
E. What do I do if I have received a faulty product or the wrong item?
Please call our Customer Service team to confirm the details of the order.  In the unlikely event that we have sent the wrong item, we will arrange for the correct item to be sent out. Please use the returns slip to return the wrong item and include a proof of postage cost so we can refund that for you. 
 
F. I have sent my items to Hatsworld but you do not appear to have received them, how do I make a claim?
The first thing to do is check that your item has been delivered to us and signed for (we recommend using Royal Mail Signed For Service to be sure of delivery, you can track your parcel at (http://track.royalmail.com/). If it hasn't and appears to still be making its way back to Hatsworld we suggest you wait 15 days. This is how we are advised by Royal Mail. From here, please contact Royal Mail or the courier you used and they will take you through making a claim.
 
About Us

Hatsworld  (wholy owned and operated by RIM ) evolved from a vision purely to fulfill the need for cutting edge outfits and accessories in the old school and Afro beat music scene, particularly Motown Classic Soul, Rhythm and Blues and the original Hip Hop movement. Consequently, Hatsworld has become a home for old and new school classic funk, urban, hip-hop enthusiasts. We stock at any point in time over 70 different varieties of caps and hats with major stock deliveries every 10 to 12 weeks. Since 1998, hatsworld offers the best and most unique styles and brands in most sizes. At Hatsworld we stock varieties of Flatcaps, Trilby, Fedora and Bowler hats, Gatsby and Newsboy, Beanies hats, Snapback caps, Newera caps, varieties of ladies hats ( Sunhats, Berets, Cabbies, Clochets and Kufis) and children's baseball caps and flat caps. At Hatsworld, we stock various adults and children's branded hats and caps such as AX, Newera, Kangol, Nike, Polo Ralph Lauren, Phatfarm, David&Young, Coogis, Epoch, Diesel, Reebok, Jordan, Lacoste, Hugo Boss, CK, Timberland, Ecko and HW.

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