Thank you for your recent purchase. It is very important to us that you are happy with your purchase. While we are unable to process exchanges at this time, we do accept returns. Willow Lane will not accept a return on merchandise that has been washed, worn, damaged after receipt, missing the original tags or otherwise altered. Return approval is at the discretion of our operations team and Willow Lane reserves the right to deny any return that does not comply with our policy.
All returns are to be received within 60 days of purchase date. If you return a final sale item or if you send back a late return (outside 60-days), there will be a 20% restocking fee applied to your refund/credit. Anything returned over 90 days will not be accepted. Merchandise must be in new condition with tags attached in order to receive a refund.
Original shipping charges are non-refundable. If you have received free shipping, this amount will be deducted from your refund.
If you have purchased Route Package Protection with your order, this amount is nonrefundable.
Exchanges: We do not offer exchanges and we cannot guarantee the item you need will be in stock and we cannot hold items. Please place a new order for the item/size you need.
Final Sale & Clearance items are not eligible for return. Final sale items are clearly marked as final sale in the description. If you do return a final sale item, you will receive store credit with a 20% restocking fee.
If your hat is too large, let us know and we will provide complimentary size reduction tape.
If you received your hat as a gift, and would like to receive store credit in place of a refund, please print out the return from (found below), and fill out the option for store credit and include it with your return. The store credit link will be sent via email to the email address provided on the return form.
Hats must be shipped back in their original boxes/packaging to retain the shape of the hat. Stetson/Atwood custom hat boxes are considered as part of the merchandise, and are not to be shipped without an exterior protective box.
Wallets/Belts: $6.95 return label fee. Wallets and belts must be returned with all original tags and packaging. Items returned without the tags or packaging are subject to a 30% restocking fee.
Return Labels: We are happy to provide a pre-paid label for a $9.95 fee deducted from your refund (Continental US only). Please email us with your order number and request a return label. Return labels for oversized hat boxes & Stetson/Atwood custom hat boxes will have $20 fee deducted from refund. If you do not wish to use our pre-paid return label please send your returns directly to :
Willow Lane Returns
4353 Grey Spencer Dr.
Las Vegas, NV 89141
For any questions prior to ordering regarding fit or style, please email us at Hello@shopwillowlane.net or call 855-569-4035. We are happy to assist you to ensure you get the perfect hat.
Please inspect your merchandise as soon as it arrives, you have 48 hours from delivery to report damaged or defective goods. In the case of an error or faulty item, please contact us at Hello@shopwillowlane.net. Natural variations are not considered faulty, examples include: loose straw ends and wool flecking. If you have purchased a Charlie 1 Horse brand hat the “C” is a genuine brand and you can expect some flaking or peeling. This flaking or peeling is not a defective hat.
Your order will be subject to import duties and taxes. International customers are responsible for all duties and/or taxes when your package arrives. Please check with the local authorities for more information.
Willow Lane cannot guarantee shipping times for international orders. Generally, we find most packages are delivered in 2 weeks, but this is a only a guide and not a guarantee.
Refunds on international orders will be for the original purchase price. Unfortunately, Willow Lane cannot refund your original domestic/international shipping charges or any duties, taxes or tariffs. International customers are required to pay the shipping and any fees for their return shipments. Sale items are not eligible for returns.
Please send returns to:
Attn: Willow Lane Returns
4353 Grey Spencer Drive
Las Vegas, NV 89141