Returns Policy

We are happy to refund your purchase within 30 days of receipt if the colour is not suitable providing the product is returned in the original condition.  We accept exchanges but as customers can obtain a replacement item quicker by placing a new order and returning the original one for a refund, which we endeavour to process within five to seven working days of receipt. However, your payment card provider may take up to five working days further to credit your account.

Items must be returned in their original packaging. Please do not return the Poms if you are just having the hat replaced.

The Consumer Contracts Regulations 2013 states “consumers will lose their right to cancel if they wear goods and mark or stain so that they are not suitable for re-sale. Unless the item was faulty when received.

Send to Returns @ Mad Hatter HQ, 21, Heathmeads, Chester-le-Street, Co. Durham, DH2 1NA

Please enclose a note with your name, order number and reason for return.

We recommend sending by Royal Mail Signed For service or Special Delivery for your own protection if in the United Kingdom. Signed For / Tracked service your local Postal / Shipping Organisation offers if the outside UK. It is the customer’s responsibility to pay return postage. Please note, we cannot accept responsibility for any product that is not received in our returns centre, please retain your proof of return, so you can dispute delivery with the courier used. For Example, if you send a parcel untracked and we do not receive the parcel, we cannot accept liability for the missing parcel and will not be able to process your return.


Occasionally, we may run a promotional offer to give a free gift with your online order when you spend a certain amount of money. When returning a full order for a refund, you must include the free gift with your return. If you do not include the free gift, we’ll have to deduct the value of the gift from the value of your refund. If you have any doubts over whether or not you need to return your free gift, please contact our customer service team.

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