Hat Questions

How can I register my Tilley Hat?

Simply go to our Hat Registration page and fill out the form to register your new Tilley Hat.

Please click here to register your Hat. Please fill out one form for each Hat registration.

NEW! You must register your Hat within 90 days of purchase.

What you need to register:

  • Name & mailing address
  • An email address you can be contacted at
  • Your Hat style, colour and size information
  • The name of the store you purchased your Hat, the date of the purchase and the transaction/reference number on the receipt. If you purchased from Tilley.com, you will need your order confirmation number.

TIP! If you’re not sure of your Hat details, look on the Hat hang tag.

Still not sure? Contact customer service and describe your Hat to them.

NEW! If you purchased your Hat through one of our Retail Partners, you need to register your Hat through our Hat Registration Page. Repairs or replacements will ONLY be handled by us, After all, we know our Hats better than anyone else.

 

How should my Hat fit?

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! When it’s windy, use the cord!

 

How do I make the Hat tighter?

  • 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.

 

How do I adjust my Tilley Hat for windy conditions?

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.

 

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

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

 

How do I tuck away the cords inside the crown?

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.

 

What do I do if my Tilley Hat shrinks?

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.

 

What makes the Hat float?

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.

 

What are the washing instructions for my hat?

To start, always check the label in your Tilley Hat to see if it is washable. Most Tilley Hats have their care instructions printed on the woven label in the crown. Care instructions is also found on each product page on www.tilley.com.

 

How to Care for a Washable Tilley Hat

Step 1: Check the label to make sure your Tilley Hat is washable.

Step 2: Machine-wash your Tilley Hat (preferably alone - leave the undies for another load) on delicate cycle using warm or cool water. Or alternatively wash it by hand, gently using a scrub brush with any soap that DOES NOT contain bleach or any type of whiteners.

Step 3: While the Hat is damp, smooth and re-shape by hand, then set it out to air-dry. Do NOT put your Tilley in the dryer – it will come out misshapen and totally lacking in joie de vivre.

Step 4: When the Hat is dry, simply re-stretch it by putting your knee in the crown and pulling firmly on the opposite side. Then rotate the Hat over your knee and pull the opposite side(s). Although we pre-shrink all our fabrics, fabric will always contract then expand wtih wear, as do 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.

 

How to Care for Non-Washable Tilley Hats

First, check the label for care instructions.

If your Hat is hand-wash only, please wash in warm or cool water. Gently using a scrub brush with any soap that DOES NOT contain bleach or any type of whiteners.

If you Hat is spot wash only, use a soft, dampened cloth where to clean soiled areas. Most spot clean only Hats have a removeable sweatband that may be hand-washed in warm water and soap and then air-dried.

If your Hat is Dry Clean Only, please get it professionally cleaned.

 

How can I remove the sweat stains from my Hat?

How to Remove Sweat Stains

Your best defense against sweat stains is frequent washing. Please wash your Tilley Hat regularly to keep sweat stains at bay.

There is no universally applicable way of getting sweat stains out once they occur. Perspiration is composed of many chemicals, and the composition of each person’s sweat is unique. However some Tilley fans have success with Palmolive® dish detergent and warm, not hot, water. Once the Hat is wet, pour the detergent directly on the stained area and use a soft brush, even a toothbrush, to scrub the area. Rinse in cool water, reshape and let it air dry.

How NOT to Remove Sweat Stains

Do not bleach or use a detergent with any type of whitener. This will damage the fabric of your Hat and results can be very unpredictable. Bleaching a Tilley Hat will invalidate the Tilley Hat guarantee.

 

Sun Protection Questions

What UV/sun protection rating has been given to hats and clothing?

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.

 

What is UPF? Is it similar to SPF?

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 I CAN THROW AWAY THE SUNSCREEN?

NO! While the fabric of most Tilley Hats is rated UPF 50+, some sun can still come through the 3/4" mesh & the grommet holes. 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. The UV rating refers to the ability of the fabric to block the sun, not necessarily how much protection the person under it receives.

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.

 

Return & Exchange Questions

How do I return an item for exchange or refund?

Tilley offers refunds or exchanges on orders placed within 30 days of the date of purchase. Please submit your request here to complete the form with all the required information.

We will review your request and send you an email with next steps within 2 business days.

Upon approval, you will receive a return authorization RMA# (Number) which is required in order to complete your request. Please do not send your package to us without a return authorization RMA# (Number) as it will be returned to sender and we will not be responsible for return shipping fees.

Sale Items:

All Sale Items are final sale. If you have any concerns with a sale item, please contact us at tilley@tilley.com or 1 800 363 8737 and we will try and accommodate you.

Gift with purchase items

Free gifts with purchase are non-refundable & non-exchangeable. If you are returning items that included a free gift, please be sure to include the free gift with the return or the refund amount will be adjusted to deduct the full retail price of the free gift.

 

What is your Hat Guarantee Policy?

If your Tilley Hat is a Lifetime Guarantee Hat and wears out due to:

  • normal wear and tear
  • poor workmanship
  • faulty material

we'll repair or replace your Hat.

*TIP! If you are unsure whether your Tilley Hat has the Lifetime Guarantee, simply look at the woven label inside your Hat. It will tell you if your Hat is covered.

 

When is my Tilley Hat NOT covered by the Guarantee?

If your Tilley Hat is not a Lifetime Guarantee Hat or is damaged due to:

  • misuse
  • improper care
  • fading
  • staining
  • grommet patina
  • shrinking

we will not replace your Hat.*

* Tilley Endurables customer service department reserves the right to determine what constitutes normal wear and tear, poor workmanship, faulty material, misuse and/or improper care.

My Tilley Hat is worn out – What do I do now?

Step 1: 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 authorization # 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 authorization, 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.

 

Socks & Clothing Questions

How do I claim for new socks & guaranteed clothing?

Apparel

Some Tilley garments are covered under our Guaranteed for Life policy. Please look at the label in your garment to see if your item qualifies. Please submit your request here to complete the form with all the required information.

Socks

Some Tilley socks are covered under a 3-year guarantee, with proof of purchase. Please indicate the date of purchase in the Reason for Repair/Replacement and submit your request here to complete the form with all the required information.

In Canada Mail It To:

Tilley
Returns Department
c/o FedEx Trade Networks
555 Riverwalk Parkway,
Tonawanda, New York
14150 U.S.A

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

 

How long will my Guarantee Replacement take?

Hat & Clothing Replacements can take between 4 - 6 weeks to process. We promise we are working hard to unite you with your Hat/Clothing so you can continue your adventures.

Tip: The start of summer is always our busiest time, so sending your Hat back in the off-season usually means a quicker turnaround.

 

   

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