FAQS
Ordering from The Cowboy Hat
Would you like to place an order with The Cowboy Hat ? Follow the steps below:
1 – Shopping Cart :
Check the contents of your order in the shopping basket. At this stage, you can change the quantities of the items and add a promotional code.
2 – Customer information :
Enter your personal details to complete your order.
3 – Delivery :
We offer secure delivery of your order.
4 – Payment :
Choose the payment option that suits you best from our range.
5 – Order confirmation :
Once all the steps have been completed, make sure you reach this stage to confirm that your order has been registered. You will also receive confirmation by e-mail or SMS (if you have provided your telephone number) with your order reference.
Are you hesitating about the size of an item?
We have provided a size guide for all the items in our shop. If you still have any doubts after consulting it, don’t hesitate to contact our customer service team. Our team will be happy to help you quickly.
Order processing times
On average, it takes 48 hours to process an order. Please note that orders are prepared from Monday to Friday, when all products are available.
Delivery
Delivery times in UK :
Please allow 3 to 21 working days for delivery, including processing your order, making up the products and delivery. We do our best to deliver quickly without compromising the quality of our products. Delivery may be free of charge.
Worldwide delivery times :
International deliveries take between 7 and 21 working days worldwide. We can also offer free delivery anywhere in the world.
Order tracking
Once your order has been placed, you will automatically receive an order number by SMS (if you have provided your telephone number) or by e-mail. Use this order number on our tracking platform to follow the progress of your parcel. Please note that tracking information may take 5 to 10 working days to update.
Problems with order tracking
If you have entered your order number in our tracking platform and no information appears, don’t worry. Sometimes it can take 5-10 working days for the carrier to update the tracking information. If the problem persists, please contact our Customer Service department for further assistance.
Items missing from your order
If you’ve ordered several items and only received some of them, don’t worry. We work with several storage warehouses, which may mean that items are delivered in several orders. You will receive the rest of your order at a later date.
Non-receipt of your order
If you have not yet received your order, please first check the status of your parcel on our tracking platform. If you have any further questions, please contact our customer service by e-mail at hello@the-cowboy-hat.com
Payment
Payment methods accepted :
Your security is our priority. We only accept secure payment methods :
- Visa or Mastercard
- Apple Pay
- American Express
All payments are protected by our 128-bit SSL encrypted payment processor. Please note that we do not accept cheques at this time.
Security of your information
Your information is secure. Our shop uses the HTTPS protocol, guaranteeing the security of your transactions. The SSL certificate is represented by a padlock in the address bar of your browser, indicating that your data is protected against hackers and identity theft.
Your card is debited after the order is placed
The amount due will be debited from your card within 24 hours of placing your order.
Payment refused
If your payment has been refused, please first check the expiry date on your bank card and make sure that you have not reached the spending limit on your card. For more information, please contact your bank.
Discount codes
Except in exceptional circumstances, we accept only one discount code per order.
Returns and refunds
Return of an article :
If you wish to return your order or an item for any reason, you have 14 working days from receipt of your order to do so. Returned items must be new, unworn and unwashed. Please note that we will inspect returned items to check their condition.
To find out how to return an item, please send an e-mail to hello@the-cowboy-hat.com indicating your request and your order number.
All returns made after the statutory 14 day cancellation period from the date of delivery will not be refunded. Thank you for your understanding.
Refund policy
Our refund policy is to refund the full amount of the returned item within 14 days of receipt of the returned item. Refunds will be made using the same method of payment used for the original order.
My refund does not appear on my statement
If your refund does not appear on your statement after 14 working days, please contact our Customer Service department for further assistance.
After-sales service
Service hours :
Our After Sales Service is available from Monday to Saturday and responds on average within 24 to 48 hours (excluding weekends and public holidays).
If you have any other questions that we haven’t answered, please contact our customer service team by e-mail at hello@the-cowboy-hat.com. Our team will be delighted to answer your query. Your satisfaction is our priority, so don’t hesitate to contact us if you have any questions !