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EXCHANGES OR REFUNDS
If your new purchase doesn't fit, send it back. If the colour doesn't suit you, send it back. If a new item has not been worn or washed, we'll cheerfully exchange it for one of the right size or colour. If the new item isn't quite what you expected, we'll refund the purchase price.
Please include the Tilley Returns Form sent with your order or a copy of your invoice along with a note explaining how we can satisfy you. Please be sure to include your Name, Address and Telephone Number in case we need to contact you.
In the USA mail it to:
Tilley Endurables
Attn: Returns Dept.
3176 Abbott Road
Building A
Orchard Park, New York
14127, U.S.A
THE TILLEY GUARANTEE
We pride ourselves on making the finest outdoor hats and travel clothing in the world and treating our clients in the fairest way possible. If there is a problem caused by poor workmanship or faulty material, please send your freshly washed garment to us and we'll replace the garment free - whatever's fair. Exclusions: normal wear and tear and damage caused by misuse or improper care.
Our Classic Weight AdventureCloth Classic Shorts, VOMP (Vest-Of-Many-Pockets) and all jackets, pants, vests, shorts, and skirts in Different Drummer Legends will be REPLACED FREE IF THEY EVER WEAR OUT. 'Wearing out' means rubbing a hole through an item through abrasion. If it rips (it could happen) we will repair it as economically as possible for you. If the zipper breaks or such, send the item back to us and we'll gladly repair it for you.
Replacing your beloved, worn-out Tilley Hat
Firstly, and most importantly, please re-measure you head. Even though you think you remember what size your Tilley Hat was, it is a great idea to check again. Over time, sizing may have changed slightly for both you and for us.
Please visit our Hat Sizing Guide for instructions on how to measure your head.
Unbleached Tilley Hats will be replaced free if they ever wear out, mildew, or shrink.
The Hats included are:
- All Cotton Duck Hats: T1, T2, T3, T4, T4IS, T5
- All Cotton Duck Hats with 3" mesh in crown: TM10, TM11
- All Organic Cotton Hats: T4MO, T5MO
- All Waxed Cotton Hats: TWC4, TWC5
- All Lighterweight Nylamtium® Hats with 3" mesh in crown: LTM7, LTM8, LTM9
- All Lighterweight Nylamtium® AIRFLO Hats with 3/4" mesh in crown: LTM2, LTM3, LTM5, LTM5A, LTM6, LTM6C, LTM6IS
- All Lighterweight Nylamtium® Hats: LT3, LT5, LT6
- All Nylon/Spandex - Lightweight Breathable Hats: LT1B, LT5B, LT6B, LT8B
- All Waterproof Nylon Hats: TWP1
- All Hemp Hats: TH3, TH4, TH5, TH8, TH9
- Lighterweight Nylamtium® Tilley Tuckaway Cap: TTMC
- The "cold" weather hats: TW2, TW3 - Winter Hats, TOS1 - Oslo Hat, TCH1 - Casablanca Hat, MH1 - Mistral Hat, LPC - La Cloche, TIC1 - the Tilley Ivy Cap, TCC - Tilley Country Cap and the TWF1 - Tilley Montana Hat. The guarantee is void if these hats are washed. They must be dry-cleaned.
- The TF1-Fedora and the TAC1-Tilley Ascot Cap. These Hats must only be spot cleaned with a soft-bristled brush or the guarantee is void. Do not dry-clean or wash the Fedora or Ascot Cap.
- The ‘Soft Shell’ Winter Hat: TW5SS is washable
And don't forget: Tilley Socks are guaranteed 'all-holes-barred' for 3 years.
Please send us your worn-out item for a new replacement. Be sure to include a note with your Name, Address and Telephone Number. Mail it to us with a cheque for $7.50 or the type, the number and expiry date of your credit card to cover the $7.50 shipping cost and we'll replace it free. Please wash and air-dry your Hat before sending in for guaranteed replacement. If you would like your old Hat back please be sure to let us know and we will send it along with your new replacement. When you receive your replacement Tilley Hat, it will take some time for you to wear it in so that it feels the same as your old faithful Hat. Don’t despair – after a few wearings it will feel like an old friend.
In the USA mail it to: Tilley Endurables, Attn: Returns Dept., 3176 Abbott Road, Building A, Orchard Park, New York, 14127, USA.
FREE GIFT BOX
To make your gift-giving much easier, we will present your gifts wrapped in Tilley paper and closed with a silver seal in an elegant presentation box. Just specify "gift" when you order. We'll prepare a handwritten message of your choosing to accompany your gift. And we'll even add to the shipping box a sticker that says "DO NOT OPEN UNTIL..." Then we'll place the presentation box and a bow in a box for shipping.
BACK ORDERS
Every now and then, one of our more popular items may be temporarily sold out in the size or colour which you ordered. Don't despair if your order arrives missing an item or two. Our stock is constantly being replenished and we generally ship back-ordered items, at our expense within a few weeks. If it's going to take longer than 2 weeks to ship the missing items, we'll let you know: by email, telephone or by first-class mail; depending on the situation when you can expect the rest of your order.
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