Returns Policy

NEED TO RETURN OR EXCHANGE AN ITEM? 

We are confident that you will be happy with your purchase from Lock & Co. Hatters. However, should you wish to return any full-priced items, we provide a 28-day returns period in which you will receive the full money back upon submission of valid proof of purchase. This means if you are not completely satisfied with your purchase you can return it to us in its original condition, within 28 days of the date of dispatch and we will credit your account with a full refund for the price you have paid for the item, less the delivery charges.

If you require a different size, we would be pleased to exchange your hat for an identical product, provided that the terms of our returns policy are met.

Sale items carry a 14-day return period. The effective return period commences on the date of dispatch. Sale items sent back to Locks outside of the 14-day period cannot be returned.

Please note that Lock & Co. does not refund delivery charges and the costs of returning items to us is the sole responsibility of the customer.

Items that cannot be returned for a refund:

• Women’s couture hats that are made to order and bespoke to the customer.
• Monogrammed items cannot be returned or exchanged unless there is a fault on Lock & Co. Hatters’ behalf.
• Men’s special order hats cannot be returned or exchanged.
• Men's silk top hats and any hard hats that have been conformed cannot be returned.

HOW TO ARRANGE A RETURN 

Should you wish to return an item bought online for a refund, please email returns@lockhatters.co.uk with your name, order number, and the reason for your return.

Within 48 hours, you will be sent a link to order your label. Return labels are priced at the same preferential rates as our standard shipping charge. Once payment is successful, your label will be sent to you with instructions on how to book a collection.

A courier will collect your parcel from your address and return it to Lock & Co. Once the item arrives back at Lock & Co., your refund will be processed. If you would like an alternative size, colour, or style, please speak to our team for assistance with placing a new order.

Please be aware that any returns sent via other methods may be subject to additional taxes and duties resulting in refusal of collection or delivery. We would recommend using our returns process to avoid such charges and any resulting delays, as we cannot be held responsible for these.