FREQUENTLY ASKED QUESTIONS

Below you will find answers to our most frequently asked questions

Our Products

We are committed to helping you find the right size hat. Check our size guide here to help you choose your next hat.

We are committed to helping you find the correct fitting belt. Follow this simple guide to get fitted correctly.

The best way to prolong the life of your Akubra hat is to store it properly when not wearing it and to keep it clean.

Storing:
Always store you hat in a well ventilated area. Make sure it is free of damp, mould and possible insect damage. If you aren't going to wear it regularly, make a point of checking it every few weeks.
If you don't have a purpose designed hat box (or the box your hat was supplied in with the inbuilt hat support), store the hat on the crown (upside down) to prevent any brim distortion.

DO NOT leave your hat in a vehicle for any period of time as this may result in shrinkage and distortion of the hat.

Cleaning:
Use a hat brush to give your Akubra hat a regular brush (anticlockwise direction). The is prevent any dust and dirt from settling into the fibres.
Keep the inner leather band clean and supple by regularly cleaning and conditioning with good quality leather care products.

No, but we do make some styles in small sizes.

Unfortunately our factory is not set up to handle one-off requests for customised styles and colours.

If you are between sizes, choose the larger sizes as Akubra hats do not stretch and may even tighten over time (depending on the way they are treated). It is easier to add padding to a hat that is too large to make it smaller than it is to try and stretch a small hat to make it larger.

ORDERS

We accept the following payment methods:

* Visa, Mastercard, American Express

* PayPal

* Afterpay

* Apple Pay, Google Pay, Shop Pay

* Akubra Digital Gift Cards

* Akubra Physical Gift Cards

Our e-commerce website follows best practice when managing your information to ensure a secure purchasing environment.

If you make a purchase and do not apply the gift card at the checkout, and contact us before the order is processed/shipped at online@akubra.com.au, we will refund the order so you can reorder and use the gift card.

If you make a purchase and do not apply the gift card at the checkout, and contact us, at online@akubra.com.au, after the order is processed/shipped we cannot alter the order.

Due to overwhelming demand we are not accepting enquiries for new retailers (within Australia or internationally) at this time. We appreciate your interest in our product and hope to be able to address this in the future.

Dispatch and Delivery

Order early to avoid disappointment this Christmas. We suggest ordering before the 13th December 2021 to ensure safe delivery.

At the present time we have paused International Shipping to focus on the supply of hats to the retailer network within Australia.

Delivery within Australia

* 3-5 Business Days - within metro areas in Australia.

* 7-10 Business Days - for regional and remote locations around Australia.

Please note: Parcels are taking considerably longer at the present time.

Startrack does not currently require a signature on delivery, however, someone will still need to physically accept the parcel as Startrack do not have authority to leave it unattended. If there is no one available to accept the parcel, the delivery agent will leave a card with details regarding how to collect the parcel from a local post office.

Once your order has been dispatched, you will receive an email containing your Tracking Number to track your package.

Track it here

Delivery costs vary depending on whether your order is a standard order or a larger order. You can find the exact delivery cost in the checkout, before placing your order.

Free shipping is offered on first orders within Australia. You need to sign up to the Newsletter via the pop-up and then a code is sent via email which needs to be used at the checkout.

If you placed an order and you accidentally entered the wrong shipping address, please email online@akubra.com.au  with your order number and your request as soon as possible, and we will get back to you between business hours (Monday - Friday: 8:30am – 5:00pm).

Although we cannot guarantee that all requests can be fulfilled, we will attempt to rectify the address as long as your order has not begun the shipping process.


If the order has been shipped, and is being sent to the incorrect shipping address, it is your responsibility to retrieve the package from the address it is being shipped to. You can also reach out to Australia Post and see if they are able to redirect or return your package to sender.

Returns

Visit our returns policy page to find out more.

We want you to be completely satisfied with your purchase, so we offer 60 day returns on all online orders.

If for any reason your order is not as you expected, you may refund your purchase to the original payment method, or to store credit when it is returned in saleable condition with tags still attached.

If you select store credit you cannot request a refund after the credit has been issued.

To return a hat, belt or bag, just head to https://akubra.returnscenter.com/ and follow the prompts beginning with the order number and email address associated with the order.

You will then be asked to choose the item from your order you want to return. Then you will be asked the reason - Size, Incorrect Item Received or Other, if needed there is a space for notes and images.

We only offer refunds to original payment or store credit/gift card (if the item was a gift). This is due to overwhelming demand which can result in items selling out very quickly. The final step is to hit Submit on the Shipping page.

Your request will be approved at which time you will receive an email notification with shipping information.
When using Australia Post to send the item back, make sure to obtain a tracking number - this can be entered https://akubra.returnscenter.com/ to allow you to track the return.


Once the return item has been received the refund is processed within 5 working days. It may take up to 10 days to show in your account depending on your financial institution.

Your refund will be issued to your original payment method.

Shipping costs are not refunded unless your items are faulty.  All customs duties and sales taxes are non-refundable. 

Once your return has been received, checked by our specialist and processed we will send you a confirmation email and issue a refund to your original form of payment method within 14 working days.

Please note that if we do not receive a proof of purchase with your return, then your refund may be delayed.

It may take an additional ten business days for your account to reflect the refunded amount. Check with your bank or financial institution to determine when they'll make your refund available.

We offer 60 day returns on your purchase.
If for any reason your order is not as you expected, you may refund your purchase to the original payment method, when it is returned in saleable condition with tags still attached, and in accordance with the points below:All items must be returned within 60 days from delivery. If the item has not been received back in this timeframe it will not be eligible for a refund.All products must not be worn outside or show any sign of use or misuse and returned in the original packaging. Items that show signs of wear or misuse will not be accepted for return.The shipping charge on the original order is not refundable unless it is due to an error on our part. Akubra Cover is not refundable.Customers will be liable for shipping costs incurred when returning an item unless they have purchased Akubra Cover (only applicable for Australia and New Zealand).The full returns policy can be viewed here

Gift Cards

Yes - Please follow this link to purchase an Akubra Gift Card.

Please note we only sell Digital Gift Cards online.

Enter the Gift Card code at the checkout and ensure to select apply.

If you make a purchase and do not apply the gift card at the checkout, and contact us before the order is processed/shipped at online@akubra.com.au, we will refund the order so you can reorder and use the gift card.

If you make a purchase and do not apply the gift card at the checkout, and contact us, at online@akubra.com.au, after the order is processed/shipped we cannot alter the order.

If you would like to check the remaining balance amount on your card please contact us.

Gift cards will expire after 3 years from the date of purchase.

No. If the full balance is not spent in one transaction, the remaining balance will remain on your Physical or Digital Gift Card.

If you would like to check the remaining balance amount on your card please contact us.

Gift Cards are not redeemable for cash and cannot be exchanged.

Afterpay

Check out the Afterpay website to see how it works.

Yes, Afterpay is available on orders online $1 to $1,000. Conditions apply.*

**If you make repayments on time, you’ll only ever pay the price of the item you’ve purchased. The only fees Afterpay charges are late fees for missed payments.  Please note that Afterpay is not a service provided by Akubra Hats Pty Ltd. It is facility offered by Afterpay Pty Ltd.

If you are new to Afterpay, download the Afterpay App from Google Play or the App Store, and/or signup online at www.afterpay.com.au.

Please ensure you have the latest version of the Afterpay App on your mobile device.

How to Afterpay online:

When in checkout select the Afterpay payment option and follow the prompts to login to Afterpay and complete your payment.

Please note that Afterpay is not a service provided by Akubra. It is facility offered by Afterpay Pty Ltd.
For full terms and conditions visit www.afterpay.com.au/terms
To find out more about Afterpay, visit www.afterpay.com.au

Returns can be applied for online. Please refer to our Refunds & Returns page for more information. Click here to organise a return.

FActory Store

The factory store remains closed! Demand for Akubra hats around the country has increased during the pandemic and our number one focus is to ensure our retailers are well stocked before we reopen.

Thank you for your ongoing support for our 100% Australian Made and Family Owned business.

Yes we offer contactless collection at our Factory Store in Kempsey NSW. Collection is available as follows:

Monday - Thursday: 9am - 1pm & 1:30pm - 3pm , Friday: 9am - 10am , Sat & Sun - Closed