How to Claim your Hat Guarantee
Assess your Tilley Hat:
If the reason for your return is due to normal wear and tear, faulty material or poor workmanship, please fill out the form here.
If the hat shows damage from improper care or abuse (mold or mildew included), it will not be repaired or replaced. Colour fading, stains, grommet patina, frayed wind cords are all signs of a well-worn and well-loved hat and do not signal a defective hat.
Tip: If you think your Hat has experienced shrinkage, you can stretch it back by placing it over your knee and giving a good pull.
We will review your request and send you an email with next steps within 2 business days. Upon approval, you will receive a return authorisation # which is required in order to complete your request. Please do not send your package to us without this RMA# (Number) as it will be returned to sender and we will not be responsible for return shipping fees.
Once your package is received with authorisation, please allow up to 2 weeks for your request to be completed.
Packages sent without RMA# (Number) clearly identified on the exterior of the package will be refused and returned to sender at the shipper’s cost. Processing times may vary due to increased volumes in peak seasons and are contingent on the provision of all required information from the customer. Requests will not be shipped until all requirements are met by the customer. Tilley will not be held responsible for any lost or stolen packages in transit. Please contact your carrier to settle any shipping issues.
Tilley reserves the right to determine if an item qualifies for a repair or replacement under the Guaranteed for Life program.