I don’t know my head size and wonder what hat size I should choose?
If you don't have a measuring tape to place around your head in order to take its measurement, you can use a ribbon or string. This will still allow you to determine the limits of your head circumference and then transfer the corresponding length to a ruler. The size of our headgear being delivered in centimeters, the ruler and the string therefore remains the best way to define your head size if you do not have the appropriate tool.
The hat size I want is not available. What can I do about it?
Unfortunately, this means that we no longer have this item in the size you want currently and we invite you, first, to opt for another headgear that will suit you just as much! However, if you have fallen for an item from the TIMELESS collection, we invite you to contact our customer service to find out the possible date of return of the desired size in stock.
The hat I ordered and received is a little different from the photo on your website. Why?
Our hats being handcrafted, it can sometimes happen that a product of one series or the whole series, comes out a little differently from our factories if we compare it with the prototype which was used for the photos you see on our website or for our communication images.
These slight differences can easily be explained. For example, if the color of the hat you will receive is slightly toned down or nuanced, it can be due to the method of dyeing and washing textiles which may vary from one bath to another for fabrics.
If the embroidery or sewing colors do not conform to the photos, it is because our production team has opted for a new color in order to standardize the production of the products.
However, if the hat does not suit you, you have 14 days (from the date of receipt of your order) to contact our customer service who will assist you in the process of returning your product for an exchange or a refund.
ORDERS AND DELIVERY
What means of payment can I use to pass my order?
You can pay for your order by making a 100% secure payment by credit/debit card (MasterCard, Visa and American Express). Your bank info are protected and your purchase is secure.
If you live abroad, for instance, the 3D Secure system process can fail and prevent you from finalizing the payment of your order. You should then simply contact your bank or make your purchase via the PAYPAL option or by bank transfer.
Once I have placed my order, can I change or cancel it?
Each order made online is automatically processed and transmitted to the logistics coordinator by our system. We therefore cannot guarantee that our team will be able to modify or cancel it once it has been validated.
What should I do if I finally want to return my order for an exchange and / or a refund?
You have 14 days, from the date of receiving your item, to return it. A “return form” accompanies each order and must be duly completed and placed in your return package. This form will let us know if you want to get a refund for your item (up to the purchase price) or an exchange (for another item of the same price). In case of a refund, it will be made via the payment method that you used initially to place your order.
The processing time, for the return of your package, by the warehouse (reception, checking and handover of the procedure to follow from the logistics coordinator to our team) can extend up to two weeks.
Your order must be returned to this address ONLY:
TCL - Trade Center Logistic
6 Avenue Gutenberg
31 120 Portet-sur-Garonne
I want to change my delivery or billing address. What can I do about it?
You can modify your contact details and personal information directly by logging into your customer account. If you have already placed your order, we invite you to contact our customer service as soon as possible.
I will be away from my home when my package will be delivered. What can I
do about it?
In case of absence, the delivery person will leave a notice in your mailbox or at your door indicating whether a second visit is to be scheduled. It is strongly recommended that you contact the postal service in order to be able to anticipate the new scheduling and avoid them to drop off your order at a nearby post office.
I ordered a hat that is no longer in stock. What is going to happen?
If this exceptionally happens and we are unable to deliver the ordered item to you, the BC Team will send you an e-mail to propose you an equivalent hat design or a refund.
I want to order this hat to offer it to a loved one. Is it possible to hide the price?
The labels on our hats do not contain any price information. However, our logistics coordinator must include the invoice corresponding to the purchase, with its information and cost, to the package that will be delivered.
We therefore advise you to anticipate your purchase so that you can receive the package first and thus keep your invoice before sending the gift to your relative.