Returns

* Because the products sold on this website are custom and handmade, no monetary refunds are

issued for buyer’s remorse.

* Customers are advised to read product descriptions, including information about fit & sizing and

examine product images before purchasing.

*We are happy to provide a replacement for an order LOST during shipping or DAMAGED at delivery.

Lost items due to wrong addresses provided by the purchaser are not covered under our Returns

Policy.

* Replacements will match the original order in colors, striping & texture.

* Each packaged order contains detailed instructions for returns & replacements.

*Theft of or damage to ordered items after delivery are not covered under our Returns Policy.


Replacement of Purchase Lost in the Mail:

  1. Contact us via the ITEM REPLACEMENT FORM (see Contact Page) after 7 days of no movement of the package as per tracking. We will contact the USPS and initiate a Missing Mail Search and have the package, if found, rerouted to our address if possible.
  2. The missing order will be replaced. Replacement will closely match your original order and be considered “made to order” which may take longer than usual to process, 1-5 business days. Processing time, estimated delivery date and tracking information on the replacement will be emailed to the customer.
  3. As with the original order, shipping the replacement will be via USPS using Ground Advantage which includes insurance and tracking. Packages sent via Ground Advantage generally takes 3-5 days to delivery. Their will be no charges to the customer for shipping and handling.
  4. We do not charge re-stocking fees.
  5. Should the original order be located by the USPS and not re-routed to the Holston Mountain Hat Project address, it will likely be sent to the customer. In such case, please contact us from our Contact Page. We will provide instructions and a postage-paid return label for returning the original item to us. We will also provide a discount coupon for time, effort and to offset any cost of a return package if necessary which can be applied to any other purchase on this website.

Replacement of Purchase Damaged on Delivery:

  1. Contact us via the ITEM REPLACEMENT FORM (see Contact Page) within 5 business days of receiving your (Damaged) order to initiate the Replacement process.
  2. Please take pictures of the damaged item and package showing your address and the return address from Holston Mountain Hat Project. Email pictures to us at: contact@holstonhats.com so we may immediately begin an insurance claim with the USPS. We ask that the customer maintain possession of the damaged item and original packaging until the USPS claim has settled since they may ask that the evidence be turned over to them at a local office.
  3. A replacement hat will be sent to the customer. Please note that replacements will closely match the item originally purchased and are considered “made to order” Processing times may be longer than usual, 1-5 business days. Processing time, estimated date of delivery and tracking information will be emailed to the customer.
  4. As with the original order, shipping of the replacement hat will be via USPS using Ground Advantage which includes insurance and tracking. Packages shipped via Ground Advantage generally take 3-5 days to deliver. Their will be no charges to the customer for shipping and handling.
  5. We do not charge re-stocking fees.
  6. When the USPS has settled the insurance claim and no longer need evidence of the damaged item, we ask that the customer return the item to Holston Mountain Hat Project. Return postage will be paid by Holston Mountain Hat Project and a discount coupon issued to the purchaser to offset the time and any costs of return packaging. The coupon can be used towards any purchase from this website. The customer is not obligated to return the damaged item. However, since we include recycled and upcycled fibers in the creation of our hats, we would appreciate the return for use in future hat creations. Thank you in advance!