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Frequently Asked Questions

HAT QUESTIONS

The Tilley Hat fits more comfortably than other hats. It’s designed to be worn low on your head and slightly loose. It should be held on by gravity, not by painful pressure on your forehead! For the proper fit, you should be able to easily insert two fingers, flat, between the middle of your forehead and the front of the Hat. The Hat should be loose enough that you can rotate it to the left and right, and lift it up and down, without friction on your forehead. When it’s windy, use the cord!

  • Spread the knots on the back cord as far as possible.
  • Gently pull on the front cord until the back cord is taut (stretching from eyelet to eyelet).
  • With the back cord behind your head, put the hat on and adjust the back cord to the desired tightness.

The wind cord allows you to wear your Tilley Hat comfortably, yet securely. In light winds place the double section of the cord snugly behind your head. In heavy winds, also place the single cord under your chin. Go to our Tilley Facebook page to watch an Instructional video.

To tighten the back cord, simply slide the knots away from each other.

How do I adjust the back cord on my Tilley Hat?

  • Slide the knots towards each other until they're about two inches apart.
  • With a flick of your wrist, plop the cords into the crown. You can also tuck part of the cord into the pocket in the crown.

When the Hat is dry, simply re-stretch it, like an American sailor showed us, by putting your knee in the crown, and pulling firmly on the opposite side.

Although we have mercilessly pre-shrunk the Hat, the cotton and hemp will always contract and expand, much like denim jeans. Whenever you'd like the Hat a bit looser - on those hot, muggy days for instance - take it off and give it a quick re-stretch.

It is a combination of features, but primarily it's the floatation device in the crown of the Hat, and sometimes also in the brim.

SUN PROTECTION QUESTIONS

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Most Tilley fabrics have been tested and rated for the UV protection factor given for fabrics. The UPF rating factor is listed in the product FEATURES. Most Tilley fabrics have been rated UPF 50+, the maximum rating given. If no UPF rating is listed, it means the fabric is too sheer to provide at the minimum a Good UPF rating.

UPF stands for Ultraviolet Protection Factor. A UPF rating is granted to apparel or gear that has been tested and proven to block a certain amount of ultraviolet radiation. UPF is similar to SPF, except that UPF means UV testing was conducted with equipment rather than on people's skin. SPF rating only applies to lotions applied directly to the skin, not fabrics.

Fabrics are assigned a UPF rating number and a protection category depending upon how much UV radiation they block out.

UPF 15-24 is “GOOD” UV protection, blocking out at least 93.3% UV radiation.
UPF 25-39 is “VERY GOOD” UV protection, blocking at least 96% of UV radiation.
UPF 40-50+ is “EXCELLENT” UV protection, blocking 97.5% or more UV radiation.
UPF 50+ is the MAXIMUM rating given.

Tilley fabric has been independently tested according to international textile standards ASTM D6544 and labelled to ASTM D6603. These are the highest standards for UV fabric testing.

Does this mean that you no longer need to wear sunscreen?

NO! The UV rating refers to the ability of the fabric to block the sun, not necessarily how much protection the person under it receives. This is all relative to where the sun is positioned in the sky (the time of day), as well as how much sun is being reflected from the surface of water, sand, snow, pavement and so forth.

In addition to wearing a Tilley Hat and UPF rated clothing, we strongly recommend the use of sunscreen with a minimum SPF rating of 30, as well as wearing sunglasses with UV filters.

If your new purchase doesn't fit, send it back. If the colour doesn't suit you, send it back. If the new item has not been worn or washed, we'll cheerfully exchange it for one of the right size or colour. If the new unworn, unwashed, unhemmed or otherwise unmarked 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.

For security reasons, we do not keep credit card information. If you need a refund, please give us the credit card number and expiry date used for the original purchase. Otherwise, we will refund by cheque.

If you purchased the Tilley item at a non-Tilley family-owned store, please call us 1 800 363 8737 and we will try and accommodate you with an exchange.

In USA mail it to:

Tilley Endurables
Attn: Returns Dept.
3176 Abbott Road, Bldg. A
Orchard Park, New York
14127 U.S.A.

With your Hat or Cap, you’ll be provided with ‘The Straight-Shooter’s Statement of Loss of a Tilley Hat’ insurance policy. The insurance is for two years, all perils, 50% deductible, and is not issued by Lloyds.

We understand the anguish of losing this reliable companion, or of having your dog terminally gnaw it. Should that happen, we’ll replace your late, lamented Tilley at half the current catalogue price.

The details – you may replace your lost, stolen or destroyed Tilley Hat or Cap with the exact same style for one-half the present catalogue price, plus taxes and shipping. If you want another style, we’ll credit 50% of the current catalogue price for the style you lost.

To claim under the insurance policy – send your Straight-Shooter’s Statement of Loss form, (which should be in the left side of your bottom dresser drawer, if you followed Alex Tilley’s advice) OR send us a valid proof-of- purchase (which can be, either, a copy of the original sales, a copy of the credit card statement with purchase circled – Please be sure you block out your credit card number. Be sure to include your name, address, phone number or email, model number, colour, size and method of payment.

Please note that the Kids Toppers are not Insured against Loss.

In USA mail it to:

Tilley Endurables
Attn: Returns Dept.
3176 Abbott Road, Bldg. A
Orchard Park, New York
14127 U.S.A.

Questions? Contact us at 1-800-363-8737 or email us at tilley@tilley.com

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 repair or replace the garment free - whatever's fair. Exclusions: normal wear and tear and damage caused by misuse or improper care. Hats and Caps

Most Tilley Hats and Caps are guaranteed for life not to wear out.

Unbleached Tilley Hats and Caps will be replaced free* if they ever wear out, mildew or shrink.

Proper washing of your Tilley Hat or Cap is necessary to ensure it lasts, and does not shrink.

While our Raffia and Shantung Hats are strong, they are not guaranteed for life because after all they are made from straw or paper. But like all Tilley Hats and Caps they do come with a two year, all perils insurance policy.

Clothing

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.

Socks

Tilley Socks are guaranteed 'all-holes-barred' for 3 years. Please send us your worn-out item for a new replacement. If you are returning socks, please return both socks in the pair for replacement. To claim under the sock policy – send your 3-year sock certificate, (which should be in the left side of your bottom dresser drawer, if you followed Alex Tilley’s advice) OR send us a valid proof-of- purchase (which can be, either, a copy of the original sales, a copy of the credit card statement with purchase circled – Please be sure you block out your credit card number.

How do I get a replacement under the Guarantee Policy?

Be sure to include a note with your Name, Address, Telephone Number and Email Address. Mail it to us with a cheque for $8.50 (Canadian clients) or $25.00 CAD (International clients) or the type, the number and expiry date of your credit card to cover the $8.50 shipping cost and we'll replace it FREE.

Please wash and dry your item before sending in for guaranteed replacement.

In USA mail it to:

Tilley Endurables
Attn: Returns Dept.
3176 Abbott Road, Bldg. A
Orchard Park, New York
14127 U.S.A.

Questions? Contact us at 1-800-363-8737 or email us at tilley@tilley.com

Tilley Socks are guaranteed 'all-holes-barred' for 3 years. Please send us your worn-out item for a new replacement. If you are returning socks, please return both socks in the pair for replacement. To claim under the sock policy – send your 3-year sock certificate, (which should be in the left side of your bottom dresser drawer, if you followed Alex Tilley’s advice) OR send us a valid proof-of- purchase (which can be, either, a copy of the original sales, a copy of the credit card statement with purchase circled – Please be sure you block out your credit card number.

Be sure to include a note with your Name, Address, Telephone Number and Email Address. Mail it to us with a cheque for $8.50 (Canadian clients) or $25.00 CAD (International clients) or the type, the number and expiry date of your credit card to cover the $8.50 shipping cost and we'll replace it FREE.

Please wash and dry your item before sending in for guaranteed replacement.

In USA mail it to:

Tilley Endurables
Attn: Returns Dept.
3176 Abbott Road, Bldg. A
Orchard Park, New York
14127 U.S.A.

Questions? Contact us at 1-800-363-8737 or email us at tilley@tilley.com