Hatstore.co.ukReviews:
717 reviews in the last 12 months4,706 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
10 days ago
Verified review
Expensive products and postage
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Answer by Hatstore.co.uk
10 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
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
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
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
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
30 Aug 2023
Verified review
The cap had marks in the peak ( that look like sweat marks ! )…
The Cap was delivered in a nice purpose made box but it m was not great. Although it has a ‘ washed ‘ material, the peak has marks on it and looks like sweat stains . I’ve tried to brush this area but it’s embedded in the peak material - very disappointing.
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Answer by Hatstore.co.uk
1 Sept 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 a picture of the product so I can personally look into your case.
Best regards!
Service Hero
17 Jul 2023
Verified review
Product was as described. Delivery wasn’t a good service. Paid extra and still waited 5 business days and had to travel over a mile to then collect it from my ‘local’ store. Hat store did apply 10% refund for this but it has put me off using them again.
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Answer by Hatstore.co.uk
18 Jul 2023
Hi,
My sincere apology that you are not happy with shipping experience.
I have checked your order and can see that you have choose delivery by UPS which actually takes 3-5 working days, so the parcel was delivered in predicted delivery time frame: https://hatstore.co.uk/info/delivery
Unfortunately you were not home when they tried to deliver it to you and therefore you have been asked for collecting the package form the closest UPS pick up point. Unfortunately if our suppliers are not able to deliver the package you may be asked for collecting it, as we do inform in our policy
If you still have any questions please do not hesitate to reach out to us again however! :)
Service Hero
4 Jul 2023
Verified review
Unfortunately this is the first time I’ve purchased a product and there wasn’t much care taken. The custom patch I ordered was not straight and 24hrs later I’m still awaiting a response from customer service
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Answer by Hatstore.co.uk
5 Jul 2023
Hi,
I am sorry from the bottom of my heart that you had such a bad experience.
I can see here that you are in contact with one of us recently and that we are trying to found a suitable solution.
Service Hero
5 May 2023
Verified review
Stock on website doesn't reflect they're actual stock.
I have made a return and postage appears to have gone through no refund has been received.
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Answer by Hatstore.co.uk
11 May 2023
Hey,
thanks for your feedback.
We regret that the return is taking longer than expected.
Unfortunately, we can only refund the return once the package is finally back in Sweden. Unfortunately, this process can take some time. Your package has been accepted by the post office in Germany, so your tracking shows that it has been delivered. It may take a few more days for this package to reach us.
We ask for your patience! Otherwise, you can send the tracking of your return to our customer service. We will gladly take care of your return.
Service Hero
18 Dec 2023
Verified review
ordered a beanie using their filter of men.
ordered a beanie using filter of men. Beanie that arrived had label clearly indicating it was styled for females and was small for a male head.
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Answer by Hatstore.co.uk
19 Dec 2023
Hello,
We sincerely apologize for the inconvenience you experienced with the beanie order. It was not our intention to provide the wrong product, and we appreciate your understanding.
We've identified the issue with the filter and have taken steps to correct it. Your feedback is invaluable, and we are committed to improving our service. If there's anything else we can do to make it right, please let us know. We value your satisfaction and hope to have the opportunity to serve you better in the future.
Service Hero
14 May 2023
Verified review
Delivery took longer than I wanted. With it being .Co.uk I expected it to be uk stock and delivery, not shipped from another country
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Answer by Hatstore.co.uk
15 May 2023
Hi,
Thank you for sharing your experience! We are Swedish company and we are based in Sweden
Standard delivery time with Royal Mail takes 4–10 business days and I can see that your parcel has been delivered before the estimated time to you on the 6th delivery day
Here you can find all informations about delivery time to UK: https://hatstore.co.uk/info/delivery
If you still have any questions please do not hesitate to reach out to us again however! :)
Service Hero
13 Jun 2023
Verified review
Great hats/caps
But I was under the impression this was a UK based company. I think they are based in Sweden, so don't expect quick delivery.
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Answer by Hatstore.co.uk
15 Jun 2023
Hello!
We apologize for any confusion regarding our company's location. We strive to provide accurate information to our customers. While we may not be based in the UK, we work diligently to ensure timely deliveries to all our customers, regardless of location. If you have any concerns or questions regarding your order, please feel free to contact our customer service, and we will be happy to assist you.
Service Hero
16 Dec 2023
Verified review
Customs charge of £117 on £489 order was an unpleasant surprise; there should be clearer warning of the scale of this charge.
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Answer by Hatstore.co.uk
27 Dec 2023
Hi,
We are very sorry that your buying experience was not very good.
We indicate in several places on our website that we are a Swedish company. As we inform on the website we are a Swedish company and all orders are shipped from Sweden.
We are very sorry that you have been charged for extra Customs fees, but that is regulated by your country's laws and we have no control over these charges. We also mention this on our website.
Additonal Customs fees have noting to do with the shipping costs and since it is due to country laws neither we nor you can impact it.
We are very sorry that these circumstances made your purchase from us not so satisfactory.
If you still have any questions please do not hesitate to reach out to us again, however! :)
Viktor
Service Hero
28 Jul 2023
Verified review
Good hats, poor returns
Good hats, poor postage and returns as despite listed as UK you have to send back to Sweden. Need to simplify the process
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Answer by Hatstore.co.uk
31 Jul 2023
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. Unfortunately, since Brexit we have no possibility to provide our Customers in UK return labels and therefore you have to pay for the return as we do inform you on the website I hope you will give us a new chance in the future! 😊
All the best!
Service Hero
9 Sept 2023
Verified review
2 things were not clear when I ordered:
That the hat was coming from Sweden via Germany.
That the hat cannot be washed
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Answer by Hatstore.co.uk
11 Sept 2023
Hi,
We are very sorry that your buying experience was not very good.
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 have 56 websites to different countries, so the customer sees the website in their own language, currency and relevant information for that country. 😊
Moreover, hats can be of course washed. You can hand wash it or use a special cap washer.
We are very sorry that these circumstances made your purchase from us not so satisfactory.
Service Hero
31 May 2023
Verified review
Quality is good but more that twice the price of my last order for the same thing
I have had the same hat before with a lot more embroidery than this time yet the cost is double what I paid before?
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Answer by Hatstore.co.uk
1 Jun 2023
Hi,
We are sorry to read that you are not happy with the price of your new cap. I have checked your old order and can see that in 2019 you have ordered cap with ready design added directly form our creator. The new cap you have ordered this year is with your own personalized logo, which is more expensive. We add a one-off fee of £ 25 for personalised logos. We agree that the extra fee is not cool, but it is unfortunately necessary since a personalised logo requires a lot of manual work to produce a pattern card that controls how the machine will embroider your logo.
Service Hero
6 Nov 2023
Verified review
Very nice product.
Fits very well but not adjustable. Delivery was very slow at nine days from order.
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Answer by Hatstore.co.uk
7 Nov 2023
Hi!
Thanks for sharing your experience. Sorry, to read you are not happy with the delivery time, however, your order has been delivered within the ETA featured/mentioned in the checkout menu. We do offer also faster delivery options you can choose when you place the order :)
I hope you will give us a new chance in the future! 😊
All the best!
Service Hero