Frequently Asked Questions:
DELIVERIES:
How long do deliveries usually take?
Our items are dispatched on normal working days (Monday to Friday) and are either sent out with Royal Mail or via Courier. Please also allow processing time, most items are sent out within 1-2 working days but during busy times, this can take longer. For up-to-date information, please visit our deliveries page here.
Next Day orders are normally delivered the next working day if ordered before 4pm on a working day. This is not a guaranteed service although most orders do arrive the next day. See our Delivery Policy here for any potential delivery disruption updates.
UK 2-Day orders are normally delivered within 2 working days ie. if you order before 4pm on Friday, you should receive your item by Tuesday. If you order after 4pm on Friday, your item will be sent on Monday for delivery by Wednesday (not including bank holidays, in which case delivery will be by Thursday).
Our Standard Delivery is sent either with Royal Mail 2nd Class Tracked or by courier (normally DPD). This service normally takes a 2-3 days plus processing time but sometimes can take longer. Most items arrive within 2-5 working days. If you need your item sooner, we would recommend upgrading your delivery option. This timescale can change from time to time and will be reflected at checkout and on our delivery policy page here.
You can upgrade your delivery options at the checkout.
During adverse weather conditions, strikes or busy periods etc, delivery timescales may be affected. We will update our deliveries section during these times to ensure you are kept up-to-date during these times.
For more information about deliveries, please refer to our ‘Deliveries’ section.
Can I change my delivery address?
If you have a delivery address change, please notify us ASAP. If your item hasn’t already been sent, we will amend it.
Where’s my order?
If you haven’t received your item within the estimated delivery timescale, please check with members of your household, neighbours, safe places and local postal service initially and contact us with your order number and details.
What if delivery is attempted whilst I am out?
The Carrier should leave a card to notify you where the item has been left or give instructions how to obtain your parcel.
If Royal Mail have left a card and they have taken it back to the Delivery Office, you can either go online and arrange a redelivery or you can collect it from your Delivery Office. If collecting it, you will need to take:
- The 'Something for you' card
- And one of the following, in the name of the person the item is addressed to: Credit or debit card. Bank or building society cheque/savings book. Valid Passport. Driving Licence. NHS Medical Card. Photo Identity Card (Foreign National, Military, Police Warrant, Royal Mail Employee, NHS or senior citizen bus pass).
For more information, click here to visit Royal Mail's Track Your Item website page.
For more information regarding deliveries, click here.
SHOPPING:
How do I place an order?
For information about placing an order and checkout, click here
Can I pay over the telephone?
Yes, you can contact us on normal working days Monday - Friday between 10am and 4pm on (01451) 810516.
Can I remove the price for a Gift?
Yes, you can request that we remove the price and add a gift message during the checkout process.
Do you send orders in plain packaging?
Our orders are sent in plain packaging. However, we do have a small return address on the delivery label. If you would like us to remove our address, please add a note to your order when you checkout.
Are your hats sent in boxes?
We send our hats out in brown cardboard boxes to prevent damage during transit but they don't come with gift boxes. Our caps are sent in mailing bags.
What Payment Methods do you accept?
You can pay for orders either through Klarna (Buy Now or Pay Later), Paypal, Amazon or by using your debit/credit card on our secure checkout. We accept PayPal, Mastercard, Visa, Maestro and American Express (American Express is only available online by selecting 'Alternative Payment Method' and 'Braintree'). You can use Maestro when you check out with PayPal. Alternatively, you can telephone us to make payment. For more details about payment and placing an order, please click here.
How do I find the prices in Euros/Dollars?
Click on the drop down at the bottom of our website and select your preferred currency:
Why have you charged me for the items before I have received them?
That’s standard practise and we must receive cleared payment for any items before we send them. Your cancellation rights under the Distance Selling Regulations still apply.
Do you have a shop?
We are an online retailer so we don't have a shop as we have a warehouse and an office. We are not open to the public.
What are your operating hours?
We normally operate on Monday to Friday from 10am to 4pm. We are closed on Bank Holidays, Weekends and between Christmas and New Year. *Please note we are not open to the public.
RETURNS & EXCHANGES:
What if I don’t like the item when I receive it?
No problem. We offer a 30-day no quibble return policy. Just return it to us following our 'Returns Policy' for a refund. The returns deadline is extended in autumn to allow for Christmas gifts. Please see our 'Returns Policy'.
What if I’d like to return my item?
Please refer to our 'Returns Policy' for full details.
How long will it take to receive a refund?
Often refunds are done on the day or within a few days of receiving the return. During busy periods, this may take longer. Please note the time it takes to receive the refund depends on your card provider. In the event of query, please do not hesitate to contact us.
Can I exchange an item?
The quickest way to exchange is to checkout and pay for the new item and then follow our returns procedure in our returns policy for a refund. Alternatively, you can return the item back to us with a note detailing your exchange requirements and order number details. As soon as we receive the returned item, we will exchange it if we have it in stock or alternatively, we will refund you.
What if my item is faulty?
We sincerely apologise as this shouldn’t have happened but on very rare occasions it can. Please contact us so that we can send you a free returns label and we will refund you fully or exchange the item. Full information regarding our returns policy can be found here
What if I need to cancel my order?
Please notify us immediately and if we haven’t sent the item out, we can cancel it and refund you. If we have already sent your item out, you will need to refer to our Returns Policy.
For more information regarding returns, click here.
OTHER GENERAL QUERIES:
How do I find out my hat size?
Click here to view our Hat Size Guide.
How can I get notified about your special offers?
We always give our best prices on our website and we offer free exchanges and no-quibble returns. We occasionally have special offers on some products. To be notified about any offers, please join our monthly email newsletter here. We do not pass on your details to anyone else and we only send out emails periodically (usually monthly). You can also unsubscribe easily at any time simply by clicking on unsubscribe at the bottom of the email. Please add us to your contacts to ensure you receive our emails. You can also follow us on social media via the links in the footer.
How can I say thank you?
It’s always nice and reassuring to receive thanks which we welcome! Please feel free to email, write, phone or use one of our social media means. Thank you!
How can I follow you on social media?
Simply click on the links in the footer of our website and the relevant page will open.
Do you have a Privacy Policy?
Yes. You will find the link in the footer or click here to be directed there.
What are your Terms and Conditions?
Please follow the Terms link in the footer or click here to be directed there.
Is your website secure?
Internet safety for our customers online purchasing is paramount so our website is https which means it is completely secure throughout wherever you are. Our checkout uses 128-bit encryption to keep your details safe and your credit/debit card details are not stored.
I’ve sent you an email. How long can I expect to receive a response?
Most often, it is straight away or within a few hours (during office hours) on normal working days. We aim to get back to you within 1 working day. This may take longer if we are experiencing a particularly busy time. If you have not heard back from us, please feel free to get back in touch just in case your email hasn't been received as occasionally emails may go to spam. If your matter is urgent, please telephone us on UK +44 (01451) 810516.
What are your opening times?
We normally operate 10am to 4pm on normal working days. We are closed over the weekend and on bank holidays. You can email at any time but please bear in mind that your email may not be answered outside of these normal operating times.We sometimes close between Christmas and New Year (we will add a banner to the website if we do). *Please note we are not open to the public/visitors as we are a warehouse and not a shop.
How do I leave a review?
Reviews are always welcome as they help customers, such as yourself, make great buying decisions. To leave a product review, simply open the product page and then scroll down to 'Customer Reviews' and click on 'Write an online review' or 'Be the first to review this product' as per the screenshot below. You can also leave a Google review here.
What do I do if I have a problem?
We are very friendly and strive to ensure our customers are happy so please do not hesitate to get in touch with us so that we can resolve the problem for you.
How can I contact you or what if I have further questions?
Click here to access our Help Section
Click here for more information regarding deliveries.
Click here for more information regarding returns/exchanges.
Click here for more information regarding hat sizing.
You can email hello@cotswoldcountryhats.com
You can telephone us on UK +44 (01451) 810516.
You can write to us at Cotswold Country Hats, Cotswold Business Centre, 2 AP Ellis Road, Upper Rissington, Gloucestershire, GL54 2QB, United Kingdom. *Please note we are an online retailer so we have a warehouse (not a shop). We are not open to the public.
You can 'Live Chat' with us in the bottom right hand corner. (Please note you can send us a message there too when we are unavailable to chat live).