It is very important to us that you are happy with your purchase.
All returns are to be made within 30 days of receiving your item. Any returns received after this date will not be accepted. Items must be unused, free of odor, pet hair, makeup, stains and in the original sellable condition with tags attached in order to receive a refund. Items not in original new condition will be rejected.
If you are not happy with your order for any reason or you would like a different size or style, you will need to repurchase the new item. The unwanted item can be returned for a refund. If your hat is too large, let us know and we will provide complimentary size reduction tape.
We do not offer exchanges due to the fast moving pace of our inventory. We cannot guarantee the item you need will be in stock and we cannot hold items. Please repurchase the item you are wanting to exchange for.
We are happy to accept returns for purchased items, providing that the product is in original condition with tags attached. Hats must be shipped back in their original boxes/packaging to retain the shape of the hat. Stetson/Atwood custom hat boxes are considered as part of the merchandise, and are not to be shipped without an exterior protective box. If your item does not meet these criteria, you will not receive a refund and will have to pay shipping again if you want the item back.
Please keep in mind that you will need to cover return postage costs. We are happy to provide a pre-paid label for you at the cost of $12 (USA customers only), however, the cost of the label will be deducted from your refund. $20 Return labels for Stetson hats with custom boxes. We recommend purchasing tracking and insurance when shipping a return as we are not responsible for lost or damage items. If your return is lost or damaged during shipping you will need to file a claim with the carrier used for reimbursement as we do not accept damaged goods. Items returned need to be in sell able condition. We are happy to provide a copy of your receipt and pictures of the damaged item(s) to help you process your claim.
Original shipping charges are non-refundable. If you have received free shipping, this amount will be deducted from your refund.
For any questions prior to ordering regarding fit or style, please email us at Hello@shopwillowlane.net or call 855-569-4035. We are happy to assist you to ensure you get the perfect hat.
All orders are thoroughly inspected before shipment. You have 48 hours from delivery to report damaged or defective goods. Please open your package as soon as it arrives. In the case of an error or faulty item, please contact us at Hello@shopwillowlane.net. Natural variations are not considered faulty, examples include: loose straw ends and wool flecking. If you have purchased a Charlie 1 Horse brand hat the “C” is a genuine brand and you can expect some flaking or peeling. This flaking or peeling is not a defective hat.
Your order will be subject to import duties and taxes. International customers are responsible for all duties and/or taxes when your package arrives. Please check with the local authorities for more information.
Willow Lane cannot guarantee shipping times for international orders. Generally, we find most packages are delivered in 2 weeks, but this is a only a guide and not a guarantee.
If you (as the customer) do not accept the package upon delivery, and the package requires that it be returned to Willow Lane, you (as the customer) will accept all shipping fees to and from your shipping destination.
Refunds on international orders will be for the original purchase price. Unfortunately, Willow Lane cannot refund your original domestic/international shipping charges or any duties, taxes or tariffs. International customers are required to pay the shipping and any fees for their return shipments. Sale items are not eligible for returns.
Please send returns to:
Attn: Willow Lane Returns
4353 Grey Spencer Drive
Las Vegas, NV 89141