Orders, Returns, and Exchange FAQ's
How fast is your shipping?
For in stock items like jewelry, we usually have orders out within 1-2 business days, even during launch days. For made-to-order items like hats, construction times are usually listed in the items details, but contact us if you have any deadlines or questions.
Do you have a brick & mortar location?
No, we are strictly an ONLINE retailer. I run this small business from my house, in 2023 we were temporarily at the Santa Monica Place mall for a special pop-up but I don't have any more planned ATM.
Can I pickup my order?
Generally NO. Fab Hatters is a small 1-2 person operation I run from my home. I don't usually have time to deal with pickups and my schedule is insanely erratic. But if you are local to LA and have an URGENT DEADLINE, let me know. I might be able to get your order out earlier than expected or arrange for a meetup for pickup if you have a higher value order. Since I'm based in LA, orders shipped to addresses within LA typically arrive next day.
Free shipping?
On Erstwilder launch days we offer FREE SHIPPING on qualifying minimum purchases on JEWELRY orders. The offer will be good for 48HRS on launch days, starting at MIDNIGHT the day of the launch to 11:59PM PDT the DAY AFTER the launch. You will need to put in the relevant promo code. Free shipping is USPS First Class or UPS Ground with tracking.
The full details are available HERE. This special offer is not valid for hat orders. There are different minimums required for domestic, international, or Australian orders. Attempts to use the codes on non-qualifying orders will result in an invoice for the remainder of the relevant shipping or a canceling of the order.
How much is shipping?
You can add items to your cart to get a shipping estimate. There will be price estimations for both First Class and Priority shipping. For questions regarding expedited shipping and/or multiple item orders, contact us.
Can you combine shipping for multiple orders?
We can typically combine shipping of multiple orders, upon request. Please leave us a note at checkout with your last order letting us know. If we have already packed up your order and/or haven't noticed your note in time, we might not be able to honor combined shipping requests. If we combine shipping for you, we will refund shipping overcharges if there are any.
Do you have free shipping?
At this time, no, with the exception of special offers on Erstwilder launch dates (see above). We sell a variety of items, not just jewelry, some of what are quite large and expensive to ship. Our platform can't handle free shipping at this time. To help make up for this we usually have a free Lucky Dip Offer with applicable purchases.
What currency are your prices in?
All prices are in $ US Dollars (USD). Your browser settings might convert prices to your local currency though.
Do we take custom orders?
Yes, we do. For Custom Orders please contact us. You can view more information HERE.
Where do you ship?
Fab Hatters is a US seller, based in sunny Los Angeles. We are willing to ship internationally to most countries (except GERMANY) or to do rush orders, etc., just contact us.
Whenever possible, we try to reuse shipping materials, to help the environment and to keep costs low. You are responsible for any VAT, custom fees etc., that might result from your purchases.
I’d like to cancel or change my order.
Let us know IMMEDIATELY if you would like to cancel your order. If ordering jewelry, once your order has been placed, it is difficult for us to make changes to your order due to the quantity of orders we process and how fast we pack up orders. Before confirming your order, please ensure all shipping, discount codes and items in your cart are correct.
If we haven't already started on your order or packed it up, we can cancel your order upon request. But we work FAST, especially on jewelry or butterfly orders.
What is your shipping time?
Typical shipping time (not including construction time for custom orders):
Shipping time to USA is: 2-7 days
ATTENTION: The international shipping times below were pre-pandemic for USPS First Class Shipping.
Shipping to the UK: 7-14 days
Shipping time to Europe, Canada or Australia is: 9-15 business days
Deliveries to Australia take on AVERAGE 2-4 weeks shipping time, not including hat construction time.
Do you ship to military/APO/FPO/DPO addresses?
Yes we do, we have done so for years! There is no additional charge for shipping to these type of addresses either, it's just the usual domestic rates for your package weight.
Do you offer gift shipping?
Gift shipping is available for an additional cost. Elaborate hat box, ribbons, wrapping paper, etc may be added, but contact us before ordering if you want this option.
I received an imperfect brooch, can I exchange it?
Variations are to be expected with resin brooches and there might be variations with pattern placement, tiny issues with resin etc. Erstwilder does inspect the brooches before sending out the brooches to us stockists. And when we receive our stock we do an initial cursory inspection for imperfections or breakages and AGAIN once when we pack them up.
That being said, occasionally things do escape our notice since we’re a REALLY small team of only 1-2 people. But we want you to be COMPLETELY happy with your purchase and if you believe the item you received should have been a discounted ‘IMPERFECT’ item, please feel free to contact us with pictures and your order number to info@fabhatters.com
Usually in such cases we have stock set aside and we can exchange an imperfect item, but please contact us AS SOON AS POSSIBLE. We would provide a prepaid shipping label for the exchange and mail out your replacement upon receiving the the return. If you see that your item is now sold out online in our shop, hope is not lost! We’re avid brooch collectors ourselves and might still have hidden BNWT stock hidden in our collection. Items received as a free gift with purchases CAN NOT be exchanged though.
What is your return policy?
An item received late due to circumstances beyond our control, slight color difference, not your type, or a change of mind will not be accepted for a refund. Please think carefully before you place an order.
If the item is damaged during shipment or the item is not the item you ordered, returns are acceptable. If the item you ordered is out of stock, we will refund you.
Please contact us within 5 days of receiving your order if you want an exchange. Items must be in original condition. You are responsible for your own return shipping costs if we are not at fault.
Refused Packages & Return To Sender
If a package is refused or the incorrect address is entered at checkout the customer will be held responsible to pay all shipping costs and any additional shipping costs. All costs will be deducted from the refund amount.
Refunds
Refunds will not be processed until the products are received. Please allow us 48 hours to process your return. Once we initiate a return, the processing time it takes to show up on your account or statement depends on your bank’s processing time.
I have another question.
Feel free to contact us at info@fabhatters.com .
You can also contact us through the chat feature or the Fab Hatters Facebook page, but emailing us works best.