Shipping & Returns Policy
| Policy | Details |
|---|---|
| Order Processing Time | All orders are processed and shipped from our warehouse within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Please note that processing time is separate from shipping time. |
| Domestic Shipping Rates & Estimates |
Shipping charges for your order will be calculated and displayed at checkout. We offer the following shipping options: * UPS 2-Day Air (Please note this EXCLUDES WEEKENDS) * UPS Next Day Air (Please note this EXCLUDES WEEKENDS) |
| In-Person Pickup | If you are local to the Orlando area or would like to make an appointment to come pick up an order, we are happy to have you! Please do so by emailing drew@hatterspalace.com |
| International Shipping | We offer international shipping to all countries. Shipping charges are calculated at checkout. Please note that your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Hatters Palace is not responsible for these charges if they are applied and are your responsibility as the customer. |
| Order Tracking | When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 24 hours for the tracking information to become available. |
| Damaged or Lost Items |
Damage: If you receive your order damaged, please contact us immediately at drew@hatterspalace.com with your order number and photos of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. Loss: If a package is lost in transit, we will file a claim with the carrier after 3 days and either resend your order or issue a full refund. |
2. Returns & Refunds Policy
| Policy | Details |
|---|---|
| Return & Exchange Window | We accept returns of unused and undamaged items within 7 of the delivery date. Any item outside this window is not eligible for a return or exchange. |
| To Initiate a Return | To start a return, please contact customer service at info@hatterspalace.com to request a Return Merchandise Authorization (RMA) number. Please include your original order number. |
| Return Conditions | *All returned items must be in their original condition and packaging. |
| Return Shipping |
*You are responsible for the cost of return shipping. |
| Refunds | Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 3 business days. |
| Exchanges | We offer exchanges for the same item in a different size or color. If you would like to exchange an item, please indicate this when initiating your return. If the desired item is unavailable, we will process a refund or store credit instead. |
