Questions? We've got answers.
Everything you need to know about orders, shipping, returns and caring for your hat. Can't find what you're after? Email us at customers@wearawaco.com.
Orders and pre-orders
When will my pre-order ship?
Pre-orders are made in limited runs and ship 6–8 weeks after the pre-order round closes. We'll email your tracking when it's on its way, and let you know straight away if there's a delay.
Can I cancel a pre-order?
Yes. You can cancel any time before your order ships for a full refund. Just email us your order number.
How do I track my order?
You'll get a tracking link by email once your order ships. Allow up to 48 hours for it to update.
Fit and care
What size should I get?
Most styles fit most adult heads, with an adjustable strap or stretch band. Check each product page for fit details.
How do I care for my hat?
Spot clean with a damp cloth and mild soap, then air dry away from heat. Don't machine wash or tumble dry. See our full Care instructions page.
Shipping
Where do you ship from?
Melbourne, Australia.
How much is shipping?
Free on Australian orders over $99. Under $99, it's a flat $19.95. International rates are shown at checkout.
How long does delivery take?
In-stock orders are dispatched within 2–4 business days. After dispatch: Australia 3–7 business days, New Zealand 6–12, rest of world 10–20.
Will I pay customs or import tax?
International orders may be charged duties or taxes by your country. These aren't included in our prices or shipping.
My order is damaged or hasn't arrived
Sorry about that. Email customers@wearawaco.com with your order number and we'll sort it out with the carrier.
Returns
What's your return policy?
Returns and exchanges within 30 days of delivery, as long as the item is unworn with its tags and packaging.
How do I start a return?
Email customers@wearawaco.com with your order number and we'll send you a free return label.
Materials
What are your hats made from?
Natural fibres only: hemp, linen, cotton, wool, and more. No synthetic fabric, thread, trims or labels.
Where are they made?
With specialist makers in Vietnam, Bangladesh, Nepal, China and Japan, each chosen for a particular material or craft.
Are the dyes safe?
Yes. All dyes and finishes meet our Restricted Substances Standard, aligned with EU REACH regulations.
Still stuck?
We're a small team and we read every message. Email customers@wearawaco.com and we'll get back to you.