Frequently Asked Questions
Sizing and Measurements
When purchasing a new hat, it is important to be as accurate as possible with your head measurements to prevent getting a hat that is under or over-sized. You will need to measure your head using a measuring tape or find a friend to help.
To take your head measurement, place the tape around your head around where the hat will sit. This should roughly be about 1/8" above your ear, across the mid-forehead, and completely circling your head. Hold the tape firmly, but not too tightly. If your measurement falls between sizes, choose the next largest size. All of our hats come sized and you can use this size guide to make your order.
For Custom Hat orders, you can visit our Design Studio in Austin, TX, to have your head professionally measured.
Exchanges and Returns
Each hat is made to order, therefore we do not accept returns or exchanges. If there is a problem with the sizing of your hat, please contact email@example.com. Cancelled orders are subject to a 25% restocking and consult fee. TROVADOR is not responsible for any damages incurred during shipping .
Shipping and Delivery
HOW LONG WILL DELIVERY OF MY ORDER TAKE?
Because we handcraft each hat individually, it takes approximately 6-8 weeks from production to delivery for domestic US customers. For fully custom hats, this could take longer depending on your color choice and availability. We will update you on an approximate time during the custom hat design process. International orders are usually delivered in around 8-10 weeks, depending upon the destination and customs processing.
HOW MUCH DOES SHIPPING COST?
For domestic orders, shipping cost is a flat rate of $60. All costs are based on UPS Ground shipping costs and handling fees.
DO YOU SHIP INTERNATIONALLY?
International orders are usually delivered in around 7-9 weeks, depending upon the destination and customs processing. We use DHL to handle our international shipping.
SHIPPING RATES & DELIVERY ESTIMATES
All shipping is done via UPS Ground. If you require faster shipping, please contact us at firstname.lastname@example.org for additional shipping options.
Overnight delivery is only available for orders with delivery addresses within the continental United States. Delivery delays can occasionally occur.
SHIPMENT CONFIRMATION & ORDER TRACKING
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours. Customs, Duties and Taxes is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
Trovador Customs is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.