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Returns & Exchanges

If, for any reason, you are not happy with our products purchased online, The Quai is happy to offer an exchange or Gift Card for items purchased, providing that the product is brand new, unused and in re-sellable condition within 14 days of purchase. It is the customer’s responsibility to pay all freight charges to return the item, unless goods are deemed faulty.

All items are thoroughly inspected before being sent out to customers to ensure a high level of quality in the hats you purchase from us.

Please be mindful when deciding what hat you wish to purchase as we do not usually offer refunds for change of mind, however, we will happily discuss the details of your exchange with you further via email at

Please note, that any hat returned with make-up on the sweatband will not be accepted for an exchange / credit note.

All purchases on sale items are final. We do not accept returns, or provide exchanges of any kind, on sale items – unless goods are deemed faulty.

All return enquiries are to be made within 14 days of receiving your items. Any enquiries after this date will not be accepted (unless delays have occurred with postage & handling).

Approved Return

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and the status of your refund.


If you received the item as a gift you can exchange or receive a online gift card as long as item follows our return policy guidelines

Please email for all issues regarding the return and exchange of items.