FAQS

Handbrim FAQs

Returns and Exchanges

How long do I have to return or exchange an item?

You must submit a request through our online returns portal within 15 calendar days of the package delivery date. Late returns will not be accepted.

What items are eligible for return?

Items must be unworn, unused, and undamaged, with all original tags and packaging. Sale items, promotional items, gift cards, customized items (such as personalized embroidery), and items clearly marked as "Final Sale" are not returnable or exchangeable.

How do I initiate a return or exchange request?

All requests must be submitted through our online returns portal. Requests mailed directly to us or initiated by other means will not be processed.

How are return refunds calculated?

For eligible returns, we will refund the purchase price of the item. However, 10% of the order amount will be deducted as a restocking fee

How long does it take to process a refund?

After the returned package is received at our warehouse, it takes 5-7 business days for the refund to be processed. The exact time it takes for the refund to be credited to your account will depend on your bank or payment provider.

What is the exchange process?

We recommend the fastest exchange method:

Place a new order for the new item you need directly on our website.

Then, initiate a return for the original item through our online returns portal.

Your original order will be refunded according to our return policy (minus shipping and a replacement fee), and your new order will be processed and shipped normally.

Who pays for return shipping?

Within the United States: We cover return shipping for eligible returns properly initiated through our portal. You will receive a prepaid return shipping label.

Outside the United States: Sorry, we currently only ship to the contiguous United States (the 48 contiguous states) and do not accept returns or exchanges to addresses outside the United States.

What if the item I received is damaged, incorrectly shipped, or missing?

Please do not use the standard return process. Please contact our customer service team immediately at support@handbrim.com with your order number and clear photos of the issue, and we will resolve it quickly.

Shipping and Delivery

How long does it take for my order to ship after it's processed?

All orders are processed within 1-2 business days (Monday through Friday, excluding weekends and federal holidays). Orders placed after 2:00 PM Pacific Time (PT) will be processed the next business day.

Which couriers do you use?

We use USPS, UPS, or FedEx for shipping.

How long does shipping take?

We offer standard shipping, and estimate it to take 7-15 business days after processing. Please note that this time is calculated from the time of shipment and does not include the day of shipment. Delivery times may be longer in remote areas.

Can I modify or cancel my order?

We regret that once an order has been submitted, changes to the shipping address, items, or payment method are not possible. Please review all information carefully before finalizing your purchase.

Will I be charged customs duties or additional taxes?

No. Our prices include all applicable taxes (DDP, Delivered Duty Paid). You will not be charged any additional fees upon delivery.

How can I track the status of my order?

After your order is shipped, we'll send the tracking number to your email address. You can use 17Track to track your order. Please note that it may take up to 24 hours for the tracking information to be updated.

What regions do you ship to?

Currently, we only ship to the contiguous 48 states. We do not support military addresses (APO/FPO/DPO) or international shipping outside the US.

What if the package is lost or delayed?

Handbrim is not responsible for delays or losses caused by the following reasons:

Courier errors, strikes, or inclement weather.

Incorrect or incomplete address provided by the customer.

The package is lost or stolen after it is shown as "delivered."

Other force majeure factors (such as natural disasters).
If you encounter any problems, please contact customer service at support@handbrim.com and provide your order number, tracking number, and a description of the problem. We will work with you to resolve the issue.

Hat Care Guide

How should I care for my straw hat and wool fedora hat on a daily basis?

Straw hats: Avoid prolonged exposure to sunlight or water to prevent the material from becoming brittle or warping. If dust is present, gently wipe with a soft, dry brush or a slightly damp, soft cloth.

Wool fedora hats: Regularly brush with a soft brush (such as a wide-handled hat brush) in a counterclockwise motion to remove surface dust and preserve the fabric's texture. Avoid frequent handling to prevent grease from contaminating the hat.

Can dirty hats be washed?

Absolutely not. Never wash or machine wash straw hats, whether straw or wool fedoras. Water can severely damage the material and shape of straw hats and cause them to shrink, warp, and fade.

What should I do if my hat gets wet in the rain?

Straw hats: Immediately pat dry with a dry towel and then dry in the shade at room temperature. Do not use heat sources (such as hair dryers or heaters) as this can cause warping or cracking.

Wool Fedora: Similarly, pat dry with a dry towel, gently shape the hat, and place it in a well-ventilated area to air dry. Once completely dry, gently brush it with a soft brush to restore its texture.

How do I properly store my hat to prevent it from losing its shape?

Short-term storage: Store in a dry, cool place away from heavy pressure.

Long-term storage:

Straw hat: We recommend storing it flat in a hat box or inserting acid-free tissue paper or soft cloth into the hat cavity to support the crown and prevent it from collapsing.

Wool Fedora: The best storage method is to hang it on a hat stand to maintain its shape. If storing it in a hat box, ensure the crown is supported and avoid folding or squeezing it.

How do I clean the hat's straps (such as ribbons or sweatbands)?

We recommend not removing the hat for washing. For minor stains on the sweatband, gently dab with a cotton swab in a small amount of water or, if appropriate, a special leather cleaner. Allow the swab to air dry completely. For more severe stains, consult a professional hat cleaning service.

Please note: Specific care requirements may vary by product. Be sure to follow the care instructions on the label that came with your product.

Need more help?

First, please check your order status through your account or the online returns portal
If you still need assistance, please contact us at support@handbrim.com