Delivery & Returns
Find out more about our delivery services and returns policy.
Orders over £20 are eligible for FREE shipping.
For orders under £20, shipping costs £2.99.
UK Deliveries will be fulfilled by Hermes.
At present, we can only deliver to UK addresses.
Yes, get in touch with us once your order has been completed and we will send you a tracking ID.
Your order should arrive within 3-5 working days of your order being shipped.
If you haven’t received your order after 5 working days, please get in touch with us.
Yes, we also offer a FREE click and collect service from our stall in Norwich Market. Please select this at checkout if you would like to take advantage of this option.
Yes, if you would like to return your item, you must inform us within 7 days of receipt of purchase clearly stating your order number, the items you wish to return and the reason for return.
You will then receive an email from us authorising the return.
The goods must be returned within 7 days from the sending of our authorisation email.
Goods being returned must be in their original, unworn condition with their labels still attatched. We would advise all customers to check garments thoroughly upon delivery before removing any attatched labels. Please do not remove labels when trying on garments.
We will not accept returns for any goods that have been worn and labels removed.
When returning goods we would strongly recommend that you use a recorded delivery services or a courier that offers a proof of delivery or tracking service and adequate insurance. Proof of posting is not proof of receipt and all goods remain the responsibility of the customer until they are received back by City Hats.
Please ensure that you have adequate insurance in place and wrap the package safely and securely.
We reserve the right to refuse returns if the above policy is not followed and we would like to emphasise that time limits are strict. If you have overrun your returns time limit please contact us and we will contact you and advise on the best course of action.
Your statutory consumer rights as afforded to you under UK law are not affected.
Your refund will be processed once we have received the item and are satisfied it is in the original condition.
If you are returning an item because of an error on our part or because it is faulty, we will be happy to refund your costs incurred in sending it back. Otherwise you will be responsible for those charges.
In the case of goods that are faulty please contact us quoting your order number, contact details, details of the product and reason for the return and whether you require a refund or a replacement. We will then advise on how to proceed regarding returning your faulty goods.
Where you say the goods are faulty, we do not accept the following as faults: fair wear and tear to the goods or where the goods have been handled negligently by you or damaged after delivery to you.
To exchange an item for a different size simply specify the new size you require on your initial email to us and return the goods. The new size will be sent out on receipt of goods being returned.
Unfortunately we are only able to offer size exchanges. If you wish to exchange an item and purchase a different style, we suggest you return the item(s) for a refund and purchase the new item separately.
All items must be returned to us in accordance with our stated Returns Policy before a refund is issued. We will refund the original purchaser’s credit/debit card (excluding original delivery charges) within 3 days of receipt of goods. It can however take a few days for the refund to reach your bank account.
In the case of faulty items we reserve our position until we have fully inspected the goods.
Address for all returns/exchanges/refunds:
Stalls 128 and 147