Return Policy

Returns Policy

At SUPERDUPER, we don’t hold stock; we only produce what we sell. Every item is handmade to order in 72 hours at our workshop in Florence. 

All return enquiries are to be made within 14 days of receiving your items. Any enquiries made after this date will not be accepted (unless delays have occurred with postage & handling). Due to Christmas and the Holiday season, we will offer an extended returns window. Please make all return enquiries as soon as possible during this period.

If for any reason, you are not happy with your order or would like a different size or style, you will need to follow the returns process for a store credit and repurchase the new item. 

We encourage considered purchasing. Please help us to reduce waste by making sure you select the correct size when placing your order. Our Size Guide contains useful info on taking your measurements.

Please be mindful when choosing your hat as is a made to order piece. SUPERDUPER is happy anyway to offer refund for items purchased, providing that the product is in original condition with tags attached. 

Please note, that any hat returned with make-up on the sweatband will not be accepted for a credit note or refund.

All purchases on sale items are final. We do not accept returns or provide exchanges of any kind, on sale items - unless goods are deemed faulty.

All SUPERDUPER pieces are thoroughly inspected and quality controlled to ensure our high-quality standards are adhered to. In the unlikely case of a fault please fill RETURN FORM here. We do not consider natural fibre flaws such as flecking, weave variations and loose straw ends as faulty.

About the item to return

  • Full priced items are eligible for online store refund.
  • 10% off welcome code - full priced items purchased with a welcome discount code are still eligible for a store credit.
  • Sale or promotional items - we do not accept returns on sale items or any items sold at a reduced price including items purchased with a promotional code of more than 15% (unless the item is faulty). This includes Black Friday / Cyber Monday discounts. 
  • Faulty / Damaged items - please email us directly at sales@superduperhats with your name + order number.
  • Gift - please email us directly at sales@superduperhats with your order information and we will discuss your return with you.

Return Conditions

  • Returned items must be unworn and in their original condition with all tags still attached
  • We will take care of providing the return label to the customer 
  • A fee of 40,00 € for every item you want to return will be deducted from the refund when the return will be processed.
  • Customers are to cover the cost of the return shipping (unless your items are deemed faulty by our team)
  • All return enquiries are to be made within 14 days of receiving your items. Any enquiries after this date will not be accepted (unless delays have occurred with shipping & handling). Please note above Christmas period exception

 

Lifetime Repair

We take great care to make sure every hat lasts for generations, celebrating the imperfections that make us unique. However, if your hat is accidentally damaged, you can send it back to us for repair. For free, forever. Simply email us and we’ll take it from there.