FAQ — Hatster
Quick, friendly answers to the most common questions. Click a question to open it.
Orders & Shipping
When will my order ship?
Orders are prepared and dispatched within 1–3 business days. You’ll receive a tracking email as soon as your parcel leaves our warehouse.
How long does delivery take?
Standard Australia-wide delivery usually takes 7–12 business days, depending on your location (regional areas may take a little longer).
Can I track my order?
Yes. You can track your order directly here. We also email a tracking link once your order ships. Can’t find it? Check your spam folder or contact us at shop@hatster.com.au.
Returns & Exchanges
What’s your return window?
You can request a return within 14 days of delivery. Items must be unworn/unused, with tags, in the original packaging, and with proof of purchase.
How do I start a return or exchange?
- Email shop@hatster.com.au with your order number.
- If approved, we’ll send you a return label and packing instructions. Please don’t send items back without contacting us first.
- For exchanges, return the item first, then place a new order for the style/size you want.
Return address (for approved returns): Hatster, 16 Main North Road, Thorngate, South Australia 5082.
When will I get my refund?
Once we receive and inspect your return, approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may need extra time to post the funds.
Product & Sizing
How do I choose my size?
Most of our bucket hats are one size fits most thanks to a soft inner band. If a product has specific sizing, we’ll note it on the product page.
How do I care for my hat?
- Hand wash in cold water with mild soap.
- Reshape gently and air dry.
- Avoid tumble dryers and high heat (it can affect the shape and fabric).
Packaging & Sustainability
Why is the packaging so simple?
We keep packaging minimal and lightweight to reduce transport emissions. Some materials may look plain because we prioritise function over frills to lower our footprint.
Do you use recycled materials?
Where possible, we use recycled or previously used plastics and mailers. Lighter parcels mean fewer trucks and less CO₂. We’re always working to improve our materials and processes.
Customer Support
I need to change my address—can you help?
Email us as soon as possible. If your order hasn’t shipped yet, we’ll do our best to update it before dispatch.
My parcel is delayed—what should I do?
Delays can happen due to carrier backlogs, weather, or peak periods. Check your tracking link first; if it seems stuck, contact us at shop@hatster.com.au and we’ll look into it.
How can I contact you?
Email shop@hatster.com.au. We usually respond within one business day.
For full details, please see our Returns & Refunds Policy and Shipping Policy.