Hatstore.co.ukReviews:
719 reviews in the last 12 months4,701 total reviews
Excellent
TrustmarkValid
Top positive review
10 Jun 2023
Verified review
You have the best hat range I have ever seen. I only buy my hats from your site. One thing which would be cool to see would be a free hat after a set amount of purchases. Ten purchases for a free hat would be quite fair I’d say, but the purchase prices should reflect and match the hat which is free and not just make it a generic hat that is free.
I also believe that the custom design hats are both overpriced and limited on choice. The prices either need to be reduced or the options increased to make it a better deal.
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Top negative review
22 Jun 2023
Verified review
When I pay £64 .99 for a cap and they confirm my order and it has still not been shipped 13 days later and I email customer services , their telephone number doesn't work , and they inform me that my cap should have been shipped days before and they don't know why it hasn't it doesn't give me much faith in their company , plus if I hadn't contacted them and demanded a refund I still would not have received my cap as they couldn't understand why it hadn't been shipped and they would have still had my money and I would have waited indefinitely for it as they assumed it had been shipped . Rubbish non delivery and shipping of cap and terrible customer service , phone number in London doesn't even ring that they tell you to contact them on ! Refunded me and apologized and offered me a very huge discount if I placed another order with them . Not likely and advise any other customers to stay clear !!!!!!
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Reviews for Hatstore.co.uk
16 Apr 2024
Verified review
They didn’t detail the ridge on the cap design sufficiently when I asked for them to help reimburse delegates very costs they refused. For a large company their returns is very awkward I won’t use them again.
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Answer by Hatstore.co.uk
13 days ago
Hi,
I'm truly sorry to hear about your experience, and thanks for your feedback. As the product you received matched the description and appearance shown on our website, there wasn't a basis for a claim under our return policy
If there's anything else we can assist you with or if you have any further concerns, please feel free to contact us directly.
Service Hero
9 days ago
Verified review
Expensive products and postage
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Answer by Hatstore.co.uk
8 days ago
Hi,
Thank you for your feedback. We appreciate your honesty. We're continuously working to ensure our prices and shipping costs remain competitive while maintaining the quality of our products and services. If you have any specific concerns or suggestions, please feel free to share them with us.
Service Hero
14 Apr 2024
Verified review
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Answer by Hatstore.co.uk
15 Apr 2024
Hi,
Thank you for taking the time to share your experience! I am truly sorry that you are not happy with your shopping experience. Please get back to us with your order info and an explanation of why are you not satisfied so I can personally look into your case.
Service Hero
19 Mar 2024
Verified review
The cap was for my husband as a present I ordered his usual size XL but when it arrived it was too tight on his head.
I am not sure why the size was smaller as he has a lot of hats and caps and they always fit perfectly because he is an XL size!
Then I tried to return it and the cost was too much at £8.00 so now we have a cap that is too small after paying £24.99 for the cap and £4.99 delivery it has put us off ordering anything else from this website!
It made matters worse when I saw the same caps for half the price with free delivery.
I think you should provide free delivery and returns that would be a big improvement to your sales.
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Answer by Hatstore.co.uk
20 Mar 2024
Hi,
We are very sorry to hear that you're unhappy. Our company does offer free shipping for over £49 order value. Since the cap you ordered costs £19.99, you were charged for shipping cost of £4.99.
We are sorry that the cap you ordered was too small for your husband, but you can always return it to receive a full refund for this order. Unfortunately, since Brexit, our UK customers have to cover the return costs themselves, which we inform about on our website. We are currently working on a return system that will be easier for the customer. I hope you will give us a new chance in the future! 😊
Service Hero
23 Mar 2024
Verified review
Returns was expensive. Cost 1/3 of the price of the hat to send back. A better returns process would be appreciated
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Answer by Hatstore.co.uk
25 Mar 2024
Hi,
Thank you for sharing your experience! I am sorry that the return process we a hustle for you, we are currently working on a return system that will be easier for the customer. I hope you will give us a new chance in the future! 😊
All the best!
Service Hero
20 Mar 2024
Verified review
Still waiting on my item ordered 3 weeks ago seems to be held up in London!
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Answer by Hatstore.co.uk
21 Mar 2024
Hi,
Thank you so much for taking the time to share your experience! I am very sorry to read about the inconvenience you have experienced with your delivery.
As I can see my college is getting in contact with you, so we can find as fast as possible the best solution for you. 💛
Best Regards,
Service Hero
Service Hero
26 Feb 2024
Verified review
Don’t order unless you are 100% sure you want the item-to send back costs a fortune as they are based in Sweden. The fact the website was co.uk led me to believe I was ordering from a UK BASED company and now I’m left with an item I don’t want.
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Answer by Hatstore.co.uk
27 Feb 2024
Hi,
Thank you for sharing your experience
We indicate in several places on our website that we are a Swedish company and all orders are shipped from Sweden.
I am sorry that the return process is a hustle for you, we are currently working on a return system that will be easier for the customer.
I hope you will give us a new chance in the future! 😊
Aziz
Service Hero
4 Feb 2024
Verified review
Great product, returns are not financially viable so puts off buying further goods.
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Answer by Hatstore.co.uk
5 Feb 2024
Hi,
Thank you for sharing your experience! I am sorry that the return process we a hustle for you, we are currently working on a return system that will be easier for the customer. I hope you will give us a new chance in the future! 😊
Service Hero
4 Feb 2024
Verified review
Good Quality product but building up a custom product needs a lot of improvement
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Answer by Hatstore.co.uk
5 Feb 2024
Hi,
Thank you so much for taking the time to review us and your feedback.
We are sorry to read that you are not happy with our Custom made tool. Please let us know what difficulties you had so we can improve it :)
Service Hero
27 Feb 2024
Verified review
Hat arrived crushed
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Answer by Hatstore.co.uk
27 Feb 2024
Hi,
Thank you for taking the time to share your experience! I am truly sorry to read about the inconvenience you have experienced. Please get back to us with your order info and the photo of the received product and I will personally look into your case to find a suitable solution.
Service Hero
28 Feb 2024
Verified review
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Answer by Hatstore.co.uk
29 Feb 2024
Hi,
I'm truly sorry that you are not happy with your shopping experience.
Could you please get back to us and elaborate a bit on why so we can find a suitable solution?
Thanks
Service Hero
3 Jan 2024
Verified review
It's been 14 days since I've placed my order. Not received anything as of yet. Tried calling but the number doesn't work. I've sent an email and am now waiting for a response
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Answer by Hatstore.co.uk
4 Jan 2024
Hi,
Thanks for your feedback and I sorry there were some problems with the delivery of your parcel.
I can see here that you've been in contact with one of us recently and that we have found a suitable solution.
If you still have any questions please do not hesitate to reach out to us again, however! :)
Service Hero
22 Jun 2023
Verified review
When I pay £64 .99 for a cap and they confirm my order and it has still not been shipped 13 days later and I email customer services , their telephone number doesn't work , and they inform me that my cap should have been shipped days before and they don't know why it hasn't it doesn't give me much faith in their company , plus if I hadn't contacted them and demanded a refund I still would not have received my cap as they couldn't understand why it hadn't been shipped and they would have still had my money and I would have waited indefinitely for it as they assumed it had been shipped . Rubbish non delivery and shipping of cap and terrible customer service , phone number in London doesn't even ring that they tell you to contact them on ! Refunded me and apologized and offered me a very huge discount if I placed another order with them . Not likely and advise any other customers to stay clear !!!!!!
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Answer by Hatstore.co.uk
27 Jun 2023
Hi,
Thank you for taking the time to share your experience! I am truly sorry to read about the inconvenience you have experienced. Please get back to us with your order info and I will personally look into your case.
Service Hero
19 Sept 2023
Verified review
Improve returns process and product clarity.
It was not clear upon purchase that returns were paid for by the customer and even less clear that returns were International. I bought 3 hats to try them on for size and style with the intention of buying one. Luckily I did order 3 as the styles in real life were vastly different to the pictures online. Now to return the 2 I do not want to keep I have to pay almost half the price of one of the caps in International postage. If this had been clear I would not have purchased any hats as I wasn't sure what they would look like. This seems quite a deceiving way of doing business when operating internationally. I wont be using Hatstore again.
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Answer by Hatstore.co.uk
20 Sept 2023
Hello,
We appreciate your feedback and apologize for any confusion regarding our return policy. We understand your concerns, and we want to clarify that we are an international Swedish company. Our aim is to be transparent about our policies, including return information, before customers place their orders.
Service Hero
7 Aug 2023
Verified review
Not a UK based .co.uk retailer and not very obvious they are actually based in Sweden so if you need to return an item it’s about £8 postage and then a 20% customs fee.
Most people will not know hatstore.co.uk is based in Sweden unless they need to return an order and look at the returns section of the website.
After discovering this I did check the rest of their website and found a very small text where Sweden was mentioned in “about us” section at the bottom of the homepage.
Again, most people won’t even look at this when browsing a co.uk website that appears to be very British.
I won’t be buying from here again.
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Answer by Hatstore.co.uk
9 Aug 2023
Hi
Thank you for your feedback
We are transparent that we are a Swedish company. We do inform about it on our website in the shipping informations, return policy information, about us sectional and out policy.
Moreover when you place the order we send you an order confirmation where it is stated we are shipping from Sweden as well, so you still have possibility to contact us cancel the order before shipping
We have 56 websites to different countries, so the customer gets the website in their own language, currency, and relevant information for that country.
Service Hero
10 Jul 2023
Verified review
Return policy a joke
No idea hats sent from Sweden.
Waited well over a week for delivery, 1 hat has terrible shape, looked nothing like the picture on website. When complained told that it’s just the hat and if I wasn’t happy I send back at my own expense.
By the time I’ve paid for the return I will save about £5.
Essentially 1 cap has cost me £65.
Won’t be using again and will be posting my experience hoping to save other people being duped if something isn’t as described / shown.
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Answer by Hatstore.co.uk
14 Jul 2023
Hi,
I'm truly sorry to hear about your experience, and thanks for your feedback.
We are actually Swedish company and all packages are shipped form Sweden as we do inform on our website:
https://hatstore.co.uk/info/delivery
Our sincere apology, but since Brexit we do not have possibility to provide return label for our Customers in UK. There should not be any problems with return if all necessary informations were provided:
https://hatstore.co.uk/info/return-form
Please do however get back to us via email and we will gladly look into this for you and find a solution :)
Service Hero
5 Sept 2023
Verified review
The cap wasn't in a good shape, plus the colour is a bit different then it shows on the website! The cap I bought looked yellow on the website but when I received it, its more like an orange yellow!
Note: when you order from hatstore.co.uk, your order will be shipped from Sweden, you will have to pay a minimum of £4.99 for delivery and you will be charged as well if you return your order, it has to be sent back through a post office.
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Answer by Hatstore.co.uk
6 Sept 2023
Hello,
We sincerely apologize for the inconvenience you experienced with your purchase. Your feedback is valuable to us, and we take it seriously. We understand that the cap's condition and color not matching your expectations can be frustrating.
Regarding the color discrepancy, please note that colors may appear differently on screens due to variations in display settings. However, we acknowledge that the difference you mentioned is not ideal. We will look into improving our product images to provide a more accurate representation.
Regarding the shipping and return charges, we want to clarify our policies. As you mentioned, we operate from Sweden and offer shipping to the UK. The delivery charge is necessary to cover shipping expenses. Regarding returns, we aim to provide a fair and transparent policy, but we understand that it may not be ideal for all customers. We will review our return process to ensure it meets the needs of our customers better.
In the meantime, if you would like assistance with a return or have any other concerns, please don't hesitate to reach out to our customer support team. We appreciate your feedback and will work diligently to improve your experience in the future. Thank you for bringing these issues to our attention.
Service Hero
12 Jun 2023
Verified review
Over 2 weeks and still no hat. No update on the portal. No initial information to say hat's were coming from abroad
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Answer by Hatstore.co.uk
15 Jun 2023
Hello!
We apologize for the delay in delivering your hat. We understand your frustration and will immediately look into the issue to provide you with an update on your order. We appreciate your patience and apologize for any inconvenience caused.
Service Hero
17 Nov 2023
Verified review
Delivery was late even tho I paid for express delivery ….. they refunded the delivery cost but still the whole thing was a right headache . They say it’s the hat store UK but in fact it’s in Sweden and I didn’t find this out untill my hat was stuck in Germany !!!! Very sneaky . I probably won’t be coming back to this shop
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Answer by Hatstore.co.uk
20 Nov 2023
Hi,
I am so sorry that you had such a bad experience. As my colleague had already written via email, we did everything we could to get the package on its way quickly. FedEx, you have chosen for delivery, had some delays which we were not able to impact and your parcel has been delivered with a one-day delay, which we are incredibly sorry for.
Moreover, we indicate in several places on our website that we are a Swedish company. Our address information is also written in the order confirmation. As we inform on the website we are a Swedish company and all orders are shipped from Sweden.
We hope you give us another chance in the future
Service Hero
3 Jun 2023
Verified review
Making customers pay customs charges without giving specific warnings about this.
You should a very clear, explict and noticable warning on your website when an order is going to incur a customs charge which the customer will have to pay. A general 7th point in the site terms and conditions is not a serious attempt to help the customer. As you do not do this you should at least offer to pay the charge.
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