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. Unless otherwise stated, most items are sent out on the same day, some are sent out the next day but during busy times, this can take longer.

Couriered items/Royal Mail 24-hour tracked are normally delivered the next working day ie. if you order before 2pm on Friday, you should receive your item on Monday. If you order a next day after 2pm on Friday, your item will be sent out on Monday for delivery on Tuesday (not including bank holidays).

Our Free Standard Delivery is sent Royal Mail 2nd class which normally takes a few days plus processing time but sometimes can take longer. If you need your item sooner, we would recommend upgrading to Royal Mail 24-hour tracked.

You can upgrade your delivery options at the checkout. 

Some of our bespoke items take longer and we will notify you of those estimated delivery times.

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?
UK - If you haven’t received your item within 5 working days, please check with your household, neighbours and Royal Mail initially. And if you don’t get any joy from them, please contact us with your order number and details.

Europe - If you haven’t received your item within 10 working days, please check with your household, neighbours and local Postal Service initially. And if you don’t get any joy from them, please contact us with your order number and details. 

Rest of world - If you haven’t received your item within 15 working days, please check with your household, neighbours and local Postal Service initially. And if you don’t get any joy from them, please 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:
  1. The 'Something for you' card
  2. 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 detailed 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 9am and 5pm on (01993) 852038.
 
What Payment Methods do you accept?
You can pay for orders either through Paypal or by using your debit/credit card on our secure checkout. We accept PayPal, Mastercard, Visa and Maestro. Alternatively, you can telephone us to make payment. For more details about payment and placing an order, click here.
 
Why have you charged me for the items before I have received them?
That’s standard practice 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 do not have a shop as we are an online retailer so we have a warehouse and an office. However, we do welcome visitors during normal office hours (Monday to Friday 9am to 5pm). If you would like to come in and see us, please telephone us so we can make sure we are around for you.

 
RETURNS & EXCHANGES:

What if I don’t like the item when I receive it?
No problem. We offer a Free UK 30 day no quibble return policy. Just return it to us following our 'Returns Policy' for a refund. 
 
What if I’d like to return my item?
Please refer to our 'Returns Policy' for full details.  We offer 30-day free returns.

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. 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 return the item following our returns policy and we will refund you fully or exchange the item.
 
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 delivery as well as free 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 does your Loyalty Points Scheme work?
We love building relationships with our loyal customers and one way is by offering a Loyalty Points Scheme where customers can 'Earn & Spend' as they go. You can collect points by signing up to an account when you checkout. You can redeem these points any time you check out. You need to be logged into your account to add and redeem the points. When you place your first order, you will be asked if you would like to create an account. If you create an account, your points will automatically be added each time you order.
 
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 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 on normal working days. We aim to get back to you within 24 hours on a working day. However, this may take longer if we are experiencing a busy time. If we're around, we will also reply outside of normal office hours. 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 01993 852038.
 
What are your opening times?
We are open on normal working days from 9am to 5pm. You can email at any time but please bear in mind that your email may not be answered outside of these normal opening times.

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'. 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 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 (01993) 852038
You can write to us at Cotswold Country Hats, Signals House, Bampton Business Centre North, Weald, Oxfordshire, OX18 2ET
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).