We want you to enjoy your Catrina Art hat, but we understand that sometimes things don’t go as planned. Here’s everything you need to know about our returns and exchanges.

1. Refunds & Exchanges

• Refunds: We do not offer refunds. Store credit only.
• Exchanges: We offer free exchanges on online purchases if the hat is in the exact same condition as when purchased. Please note that the customer must cover return shipping costs, except if the hat arrives damaged (photo proof required).
• In-Person Purchases: No exchanges or refunds are available for in-person purchases, even if the hat was just purchased.

2. Return Eligibility

• You have 14 days from the date of receiving your package to claim an exchange.
• Online Purchases Only: Exchanges are available only for online purchases.

Eligible Reasons for Store Credit:

• Incorrect sizing (store credit only) if the hat is unworn and unstained.
• Hat arrives damaged (must provide photographic proof of damaged packaging).
• Stitching on elastic comes undone after one wear.

• Realized the hat is the wrong size after wearing it, even once.
• Changed your mind or dislike the design.
• Stains on the hat that won’t come off.
• Damage from scrubbing the art on the hat.
• Someone else’s opinion (e.g., partner or friend dislikes it).
• Cowhide or art colour differs slightly from website photos.
• Brim is wider than expected.

3. Damaged Items

If your hat arrives damaged, please contact us within 7 days with photos of the damage and packaging. We will arrange for a replacement or store credit.

4. How to Initiate an Exchange

Step 1: Contact our team with our Order Help Centre with your order number and reason for exchange. 

Step 2: Reply to our email and attach any necessary photos if the hat is damaged.

Step 3: If eligible, we will provide instructions for the return shipping. Customers cover shipping costs unless the hat arrived damaged.

Step 4: Upon receiving and inspecting your hat, we’ll issue store credit or arrange for an exchange if the item is eligible.

Need Help?

If you have any questions or need assistance with your exchange, please message us through our order help centre. We’re here to help make your experience as smooth as possible!