FAQS
How can I tell which size hat I need?

Measure your head with a tape measure and take measurements in centimetres. Wrap the tape measure around half a centimetre above the top of your ear, not on your ear. Pull the tape snug but not tight. If in doubt, always choose a size up where available rather than a size down. For example, for 55.5cm, choose a Medium. There is also a handy conversion chart in our online shop, next to each product page in the bottom right hand tab named ‘Size Guide’. For further details, please see the Tom Smarte Style Guide

What payment methods do you accept?

We accept American Express, Visa, MasterCard and Maestro cards, as well as PayPal. Payment is debited from your card at the time the order is placed.

Which currencies do you accept payments in?

At the moment, Tom Smarte is only able to accept payment in GB Pounds, although we will shortly be able to quote prices in other currencies.

I live outside the European Union, what price do I pay?

All prices quoted in our online shop include VAT at the prevailing rate in the United Kingdom, which is currently 20%. For customers outside the E.U., no VAT is payable and prices will be reduced accordingly once you enter your shipping address.

Please note though, that you may be liable for import duties into your own country and you should check how this might affect the amount payable with your relevant local customs authority.

How much do I pay for postage and packing for my order?

Your Tom Smarte hat is shipped to you free of charge to any qualifying worldwide destination.

How long does it take for my order to be delivered?

You can expect to receive your order within 2 to 4 working days in the UK, 7 to 10 working days in Europe and North America and within 21 working days for the rest of the world. We cannot deliver to PO Boxes, as a signature is always required on delivery.

Can you deliver to a different address than my billing address?

Yes, you can specify a different delivery address when you place your order.

Are my credit card details safe when I shop online at Tom Smarte?

We realise how important it is to securely store any information that you provide. Tom Smarte maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously. Payment is also taken via SagePay, one of the largest and most trusted payment gateway providers for online payments.

Do I have to set up an account to purchase a Tom Smarte hat?

No, you can simply purchase as a guest without having to set up an account with us. Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, exclusive discounts and special offers if you opt to be notified about them.

How will I know if Tom Smarte has received my order and charged my credit card?

We immediately send an email to the address you provide confirming the details of the order once it is placed. If you haven’t received a confirmation email, please check your spam folder.

Please also check that there are no spelling mistakes in the email address you provide when ordering or setting up an account.

Can I make changes to my order?

Please check your order details carefully, including size and colour options as well as delivery addresses, as once an order has been confirmed, details are immediately sent to our warehouse for processing. If you do notice a mistake after you have confirmed your order, please let us know immediately by email quoting your order number and we will do our best to make the relevant changes. However, we cannot guarantee that changes can be made to your order if, for example, your order has already been processed.

How can I track my parcel?

When your order is dispatched we’ll send you an email confirming shipping details and tracking number.

Please note that Tom Smarte does not have any control over delays caused by destination customs outside the United Kingdom.

What time can I expect my order to be delivered?

Worldwide delivery is Monday-Friday, between 9am and 6pm.

Do I need to sign for my order when it arrives?

Yes. We require proof of delivery on all orders.

What is Tom Smarte's Returns Policy?

We happily accept returned goods. All returned products must be new and unused, with all tags still attached. We may not be able to accept returned goods if they are not received in that condition. We recommend using the original packaging to ensure returned items are adequately protected.

What do I do if the item I ordered is unsuitable or doesn’t fit?

You can return any item you are not completely happy with within 30 days of the date you receive it for either a refund or to exchange for another size, colour or other style. We will refund the payment to the credit or debit card you used for your purchase. Please see Returns  for details on how to return your order. Returns from the UK are FREE. Please follow the instructions on the Exchanges & Returns Form sent with your order.

I would like to exchange my hat for another style that is more expensive. What should I do?

To exchange your hat for a higher value style, please return your hat for a refund and place a new order for the replacement style you would like instead.

If you are exchanging for a style that is either the same price or less value, you can return the hat for an exchange using the Returns & Exchanges Form sent with your order and we will refund any difference due to you.

How do I cancel my order under the E.U. Consumer Rights Directive?

Under the EU Consumer Rights Directive, you have 14 working days (from the day after you receive your goods) to cancel the contract for your order with us. We go beyond this and allow 30 days in which to return your order. Please note, the goods must be unworn and in their original condition. Of course, you may try on your hat for size!