Refund policy

Returns and Exchanges 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 and exchange enquiries need 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. As well for refund or store credit.

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

Please be mindful when choosing your hat, as it is a made-to-order piece. SUPERDUPER is happy to offer refunds for full-priced items, 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.

Items Not Eligible for Return

• Sale or Promotional Items: All purchases on sale items are final. We do not accept returns or provide exchanges of any kind on sale items or products purchased with a promotional code exceeding 15% discount, unless the item is faulty. This includes discounts applied during events such as Black Friday and Cyber Monday.

• Special Projects: Items from Special Projects — including brand collaborations, limited edition releases, and custom commissions (e.g. Netflix, Liberty Fabrics, and similar) — are not eligible for refunds or returns. Size exchanges are accepted on a case-by-case basis; however, both the return shipping (sending the item back to us) and the outbound shipping (sending the new item to you) are entirely at the customer's expense. Orders refused at delivery due to unpaid import duties will be refunded only once the item has been returned and cleared back through Italian customs. The refund will reflect the product value minus all costs incurred for the return shipment and re-importation process.

• Archive Hat Products: Returns are not accepted for Archive Hat products.

• Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash.

Return Conditions

• Returned items must be unworn and in their original condition with all tags still attached.

• SUPERDUPER will provide the return label to the customer:

• Italy: A fee of €30 per returned item will be deducted from the refund.

• EU and extra-EU orders: A fee of €40 per returned item will be deducted from the refund.

This fee covers the expenses of a trackable and reliable express shipment.

• Customers are to cover the cost of the return shipping (unless items are deemed faulty by our team).

Exchanges Conditions

We offer one free exchange per order, whether for a different size. Should the replacement item also not meet your expectations, any further exchanges will not be complimentary. We kindly ask you to reach out to our team for support in finding the perfect fit of the hat.

Please note that any import duties, customs fees, or taxes incurred upon delivery of the replacement item are the sole responsibility of the customer and will not be reimbursed by SUPERDUPER.

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.

Faulty / Damaged Items

• Please email us directly at sales@superduperhats.com with your name and order number for assistance.

• Note: Natural fibre flaws such as flecking, weave variations, and loose straw ends are not considered faults.

Gift Returns

For gift returns, please contact sales@superduperhats.com with your order information to discuss the return process.