Sometimes things don't work out quite the way you expected, and that's okay! Wrong Size? No Problem! You are welcome to return your online order under the following conditions:

• It's within 30 Days of receiving your order
• The item is unworn and undamaged*
• You have the original shoe box/packaging
• You have all original tags still attached to item
• Item is not Final Sale^

You have the following return options:

• Exchange for a different size, color or style.
• For Twinstone Hats store credit.
• For a refund. Refunds are issued to the original payment form.
• Note: Returns/exchanges may take up to 7 business days to process

*In order to avoid damages, we recommend trying on footwear in carpeted areas. 

^All items purchased on the "Bargains" page are FINAL SALE. Any other item throughout the site marked as Final Sale is also ineligible for returns. These items are not eligible for returns or exchanges due to their highly discounted pricing. Items purchased using promotional discount codes are not considered final sale items and are eligible for returns/exchanges. Custom Stamped Hats, Gift cards and Downloadable products are considered FINAL SALE.

 

For all returns you will need your order number and shipping zip code.

Free Shipping on All Exchanges and Returns**

We believe the right fit is the most important thing, and that is sometimes hard to achieve with an online order. With your purchase of Redo, your return shipping is covered so you get the perfect fit under the following conditions:

• It's within 30 days of receiving your order.
• The items have not been worn and are in new condition.
• The items are shipped back in the provided shipping box. Any items returned in just the manufacturer’s box will be charged a $10 box replacement fee. Please use the original kraft shipping box from your order to affix any labels and ship. This applies to all items that have a box as well as the shipping Kraft box (ex. Hats, Boots).

What is Checkout+ (REDO)?

When you opt-in for Redo at checkout, your return shipping label is included, allowing you to return any item(s) in your order for an exchange, refund, or store credit at no additional cost!

If you decide not to buy Redo, you can still return your items, but you will be responsible for the cost of the return shipping label.

 

**Free shipping on returns and exchanges require your purchase of Redo return protection during checkout of the original order. If you purchased Redo at the time of checkout, there is no additional cost to return the package. You will be able to submit a return and receive a pre-paid label through our returns center. If you did not purchase Redo return protection, you will be responsible for the return shipping label cost.

 

Easy Returns & Exchanges

We make it easy to return your items. After a quick survey where you will tell us your preferred return option, you will generate a return label. After that, just send your package back to us and we will take care of the rest.

1. To start a return, please use our customer portal.

2. You Ship the item back to us

Please send packages to:

Twinstone Hats
Attn: Returns Department
1117 W Mayfield Rd.
Arlington, TX 76015
T. 682.238.0450

 

We strongly recommend keeping your receipt when you drop your order off for return. In case your return tracking does not reflect any movement, we will need your receipt to process your return. Without this, we cannot be held responsible for a lost item.

 

FAQs

What if I didn't purchase Redo return protection? 

• If you didn't purchase Redo return protection when you purchased your item, you can still return or exchange your item(s) but you will have to cover the shipping fees to do so. To initiate a return, visit our Returns Center or contact us via phone or email.

What if it's been over 30 days since I received my order?

• If 30 days have passed since you received your purchase or your item is worn, unfortunately we cannot offer you a refund or exchange. Please make sure to promptly check all items after receipt to ensure they are a proper fit. We reserve the right to deny any items that do not meet our policy's requirements.

Will my refund include shipping costs?

• If you did not qualify for free shipping at the time of placing your order, any shipping charges you paid will not be included in the store credit you receive. Should you choose to return an item you paid to ship via expedited shipping, your shipping charge will NOT be credited with your return. This charge is paid to our shipping carrier to ensure you receive your item in the allotted timeframe selected at checkout.

How will I know when TwinstoneHats.com receives my return package?

• As soon as we receive and process your return we will email a confirmation to the email address you provided on your original order. Note, if there is a refund due, this refund will be noted in your email confirmation and typically shows up on your credit card account within 10 business days (depending on your credit card) or by your next credit card statement.
  

What is a good guideline when I should expect to receive an email confirmation that my return package has been accepted and processed?

• Allow 1-3 weeks for your return to be processed. This takes in consideration the transit time of the return package back to us, a full warehouse inspection of the returned item(s) and credit processing of your return paperwork. As soon as your return is processed you will receive an email confirmation.

What happens if the carrier lost my package?

• Unfortunately, in this instance we are unable to issue a refund or store credit unless the shipping label was provided to you by us. We strongly recommend keeping your receipt and purchasing insurance when you drop your item(s) off for return if the item’s value is over $100. In case your return tracking does not reflect any movement, you will need your receipt to process a claim with the carrier you used to ship back your item(s).

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Fine Print

We reserve the right to refuse a return on any product that is not in resalable condition or otherwise falls outside of our terms and conditions. If you return an item to us without obtaining an approved shipping label through the customer portal, we will not cover the cost of your return. In the event that an item is returned to us with collect shipping, the cost will be deducted from your refund. Shipping costs for international returns and exchanges are the responsibility of the customer.

Twinstone Hats reserves the right to correct any errors, inaccuracies or omissions (including after an order has been submitted) and to change or update information at any time without prior notice. Please note that such errors, inaccuracies or omissions may relate to pricing and availability. We reserve the right to cancel or refuse any order placed based on incorrect pricing or availability information. We apologize for any inconvenience.