Shipping & Returns policy

Pricing

Prices shown are in New Zealand dollars.

Prices, promotions and product availability are subject to change without notice. We do our best to provide the most accurate, up-to-date information but errors may occur and we reserve the right to make changes without notice. If you have ordered a product that is subject to a price increase we will hold your order and inform you of the increase. If we are unable to contact you we will treat the order as cancelled.

Payment can be made through Credit Card. Credit card details are not accessible by Hills Hats.

Availability

The availability information presented on our website is the most up-to-date information we have but errors do occur and this information does not represent a guarantee or promise of availability.

If a product is not in stock when you place your order we will do our best to let you know as soon as possible. We will also provide you with an estimate of when the product will be available or an option to cancel/change your order.

If you do not see the item, size, or colour you have been searching for please email or call us direct to ask as we may have extra stock in our factory.

Order Confirmation

Once you have submitted your order online, you are placing a legally binding order. After payment is cleared you will be sent a confirmation email. Please keep this for your records. You will then receive another email notifying you of your tracking number once your order has been dispatched (if applicable). If for some reason we have any issues with your order or do not have the item in stock, we will contact you with a solution and/or expected time of shipment.

Shipping

We ship worldwide. Shipping is calculated when checking out.

We try our best to dispatch all orders within 1-3 business days from receipt of payment, Monday to Friday, pending availability. This excludes any custom or made-to-order hats. You’ll be notified if stock is currently unavailable and when we expect to be able to ship.

Domestic Shipping (within New Zealand):

The majority of our domestic orders are sent via Aramex with PO boxes being sent with NZ Post. When your order is dispatched you will be emailed a track and trace number so you can track the progress of your shipment. Your order will require a signature on receipt so we suggest your order is delivered to an address where someone will be available to accept it.

All deliveries are Monday to Friday only. Please see below for estimated delivery times and note that any rural deliveries may take a few days longer. If you require an urgent delivery please contact us directly before placing an order.

Shipping price is calculated automatically at checkout and will depend on the number of items you purchase and your location.

FREE SHIPPING FOR ORDERS $200+ NZ WIDE – this applies to orders made via our online store only.

International Shipping:

Please refer to the NZPost website for international parcel delays

https://www.nzpost.co.nz/contact-support/international-delivery-updates

All international orders are sent via NZ Post international courier where possible. When your order is dispatched you will be emailed a track and trace number so you can track the progress of your shipment, unless otherwise stated in the table below. Your order may require a signature on receipt so we suggest your order is delivered to an address where someone will be available to accept it.

Please see below for estimated delivery times and note the countries that will not have track and trace. These are just guides and are in no way a guarantee or promise. We dispatch the item as soon as we can and then NZ Post takes over. Once your order has arrived in your country, it will be passed on to an internal postal service.

The shipping price is calculated automatically at checkout and will depend on the number of items you purchase and your location. If you order more than one item and one or more items are unavailable, you will be notified and have the option of waiting until we can ship all items at once, paying an extra shipping charge or canceling your order.

Hills Hats is not responsible for clearing any goods at the border of the destination. It is the responsibility of the customer to pay any taxes or duty (if applicable) for any orders entering other countries. Please contact your local customs office for current charges before you place an order with us, so you are not surprised by charges you were not expecting.

If you are unhappy with your Hills Hats order we are happy to accept a return or exchange within 30 days of the purchase date (notification to us must be made within 15 days). This excludes any made-to-order, custom or personalised hats. The hat must be returned in original condition, unworn and unlaundered with the original labelling and packaging.

Returns and Exchanges

All returns require authorisation from us. Any item returned without prior authorisation will not be accepted. Please email us with your returns request within 15 days from purchase date, stating the reason, your contact information and your order number. We will treat each return request individually and will email you with further instructions. Our returns address is:

30 Fitzherbert Street, Petone, Wellington 5012, New Zealand.

Please note that you are responsible for the costs of returning the item to us unless it was an error on our part. For your protection, we recommend that you use a tracked delivery service. The goods are your responsibility until they reach our warehouse, so make sure they are packed correctly and can’t get damaged on the way.

If you are returning an item because of an error on our part or because it is damaged, we will credit the cost of sending the hat back to us providing it passes inspection. We will only pass a credit or send a replacement once we have received and checked the original item returned.

Once the returned item has passed inspection we will notify you via email. You will receive a replacement item or a credit/refund via your initial payment method.

Items being returned for exchange from outside of New Zealand will require payment for the return postage of the exchange item.

Our size guide is just that – a guide. We have done our best to give you the information and instructions to obtain your head size but ultimately this is up to you to measure correctly. If you are returning a hat due to incorrect sizing we will not issue a refund but are more than happy to try and source you a better fit or you can exchange it for another hat. You will only be charged a delivery fee and any difference in price of the new item.

Any made-to-order, custom or personalized hat cannot be returned or exchanged. This includes all wool felt, fur felt and uniform hats.

* SALE ITEMS ARE NOT ELIGIBLE FOR REFUND. Items purchased with a discount code or at a sale rate cannot be returned. If the item is no longer full price, it is deemed on sale. We will offer store credit in the form of a gift card or we are happy to exchange for another item.

* FACE MASKS ARE NOT ELIGIBLE FOR REFUND (Due to health & safety and hygiene reasons) We are happy to make alterations to the straps for a better fit if required. Please enquire.

All large quantity orders that are returned are subject to a 10% restocking fee.

HAT WARRANTY

We’ll replace or repair any hat with a manufacturing defect. Product failures as a result of misuse or improper care are not covered under this warranty. Hills Hats can repair everyday wear-and-tear for a reasonable cost.

If the hat shows damage from improper care or abuse (mold or mildew included), it will not be repaired or replaced. Color fading, stains, grommet patina, frayed cords are all signs of a well-worn and well-loved hat and do not signal a defective hat.

Cracking of the front pinch on hats, especially straws, is due to misuse and is not a manufacturing defect. This is due to constant pinching when taking the hat on and off. We will endeavor to repair it.

Please get in touch before sending your hat in. Include your details when you send back your hat to us for a warranty assessment.