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FREE UK DELIVERY & RETURNS | INTERNATIONAL SHIPPING

FAQs

Do you have a shop?

We don't have a shop but we are confident that you can find your perfect hat on our website. If you chose your hat style and then chose your felt colour the rest is easy, and we have included a step-by-step Size Guide to help you. 

You might be interested to know that our return rate for online sales is less than 2%, so we are confident that if you follow our guide you will get it right. And if it's not right, we offer free returns within the UK so you can send it straight back.

If you would rather try the hats on, we have an open studio in Chelsea, London where you can come and try on the different styles, colours and sizes to see what you like. 

To arrange an appointment to visit the studio please give us a call or drop us an email.
Our studio address is: 14 Elm Place, London SW7 3QJ

How does the sizing work?

It's really easy to buy hats online, you just need to measure your head correctly. All you need is a tape measure (or a piece of string) and a mirror. We’ve put together a step-by-step Size Guide here. If you have any questions at all, just give us a call or drop us an email and we can talk you through it. 

You might be interested to know that our return rate for online sales is less than 2%, so we are confident that if you follow our guide you will get it right. 

Can I wear my hat in the rain (felt hats only)?

You can wear your fur felt hat in light rain for short periods of time, but it is not designed to be rainproof and must not become saturated. Essentially they are 'showerproof'.

The felt hats are made from 100% rabbit fur felt which is both breathable and naturally water repellent. If your hat does get wet, you should follow our care instructions here. If you have any questions at all about how to look after your hat, just give us a call or drop us an email.

What are the delivery costs?

UK

FREE. Delivered next working day after despatch by Interlink Express

(If you provide your mobile at checkout we will send you a text message with a 1 hour delivery slot)

EUROPE £15. Delivered 2- 4 working days after despatch by Interlink Express
US & CANADA

£20. Delivered 5-7 working days after despatch by Royal Mail International Tracked & Signed

(If you need the hat more urgently, please contact us for advice about faster delivery options)

REST OF THE WORLD  For all other destinations, please email studio@penmayne.com for a quote

How quickly will my order be despatched?

All orders will be despatched as soon as possible after payment has been received. We usually despatch stock items within 2-5 days working days depending on levels of demand. If your order is urgent please contact us and we will do what we can to despatch your order as quickly as possible.

Please allow an additional 2 working days for monogramming requests.

Can I return or exchange an item?

Yes, you can. We are pretty confident that you will love your hat, but we offer a straight-forward 14-day policy for exchange or refund as long as the product is returned in its original packaging, unmarked and unworn. We offer a free returns service within the UK but unfortunately are unable to offer free returns from outside of the UK.
Please click here for more information about our Delivery & Returns Policy.

How should I store my hat?

It is important that your hat is stored properly to avoid misshaping the brim or damaging the hat and the hat band. We strongly recommend that you store your hat upside down in the original hat box when you are not wearing it, or hang it on a hatstand. For further information about aftercare and storage please click here.

Do you offer a bespoke service?

Yes, we do. We hand-trim and finish all of the hats in the studio so we have the flexibility to make bespoke variations of the collection, subject to the availability of materials. If you would like to discuss a bespoke order, please do not hesitate to contact us directly by email or telephone so that we can discuss your requirements.

Do you offer a personalisation service?

Yes, you can personalise your Penmayne of London hat with our bespoke monogramming service. Your initials will be beautifully embroidered into the silver lining of the hat to create the ultimate in bespoke and luxury. Read more