At Stetson Hut, we take pride in crafting high-quality, handmade headwear that meets our exacting standards. However, we understand that sometimes an item may not meet your expectations. Our returns and exchanges policy is designed to be straightforward while maintaining the premium service you expect from our brand.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • The item must be unused and in the same condition as when you received it
  • The item must be in its original packaging
  • The item must not show any signs of wear or damage
  • All tags must still be attached

Non-Returnable Items

Due to hygiene reasons and the custom nature of these products, the following items cannot be returned or exchanged:

  • Anlasshüte (special occasion hats that may have been customized)
  • Damen Hüte (women’s hats with delicate materials)
  • Fedorahüte (fedora hats that are often made-to-order)
  • Any items that were clearly marked as final sale at the time of purchase

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

  1. Contact our customer service within 15 days of receiving your order by emailing [email protected] with your return/exchange request. Please include the following information in your email (see template below for guidance).
  2. Wait for approval – We will review your request and send you a Return Merchandise Authorization (RMA) number within 2 business days.
  3. Package your item – Once approved, securely package the item in its original packaging with all tags still attached. Include a copy of your order confirmation or packing slip.
  4. Ship your return – Send the package to our returns center at:
    Stetson Hut Returns
    Bahnstraße 28
    81839 Wuppertal
    Germany

    Note: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

  5. Receive your refund or exchange – Once we receive and inspect your return, we will process your refund or ship your exchange within 5 business days.

Return Email Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Stetson Hut Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number]. Below are the details:

  • Item Name: [Product Name]
  • Reason for Return/Exchange: [Please specify]
  • Preferred Resolution: [Refund/Exchange for [Product Name & Size if applicable]]

Please let me know the next steps to complete this process.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Order Number]

Refund Information

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within:

  • Credit card payments: 5-10 business days (depending on your card issuer)
  • PayPal payments: 3-5 business days

Note: Original shipping fees are non-refundable. For exchanges, we will cover the cost of shipping the replacement item to you via standard shipping.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage or defect. We will arrange for a replacement to be sent to you at no additional cost or provide a full refund if preferred.

International Returns

For customers outside Germany returning items, please note:

  • You are responsible for all return shipping costs
  • Mark the package as „Returned Goods“ to avoid customs charges
  • Original shipping fees and any import duties/taxes are non-refundable
  • Refunds will be issued in the original payment currency

Questions?

If you have any questions about our Returns & Exchanges policy, please don’t hesitate to contact our customer service team at [email protected]. We’re here to help ensure your Stetson Hut experience meets our high standards of quality and service.

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