Returns Policy

In store and online

We strongly recommend using our size & fitting guide  or contacting us directly if you are unsure about any aspect of your purchase, prior to placing your online order. 

Should you wish to return your purchase from City Hatters we will be pleased to offer the option of either;

a) Exchange for an alternative item or size, or

b) Credit note to the equivalent value of your purchase.

In compliance with Australian Consumer Law, City Hatters do not offer refunds for change of mind, incorrect size choice or `unsuitability'. (ie. a non-faulty product).

To qualify for either exchange or credit, the item must be both;

  • Unworn, unwashed and unaltered in any way with all tags still attached (or at a minimum, presented with the item)
  • Returned with Proof of Purchase (i.e. a receipt) within 30 days of the original purchase date or 30 days of the item being delivered. Inability to provide proof of purchase will delay processing of exchanges both instore and online.

In the interest of hygiene, City Hatters are not obliged to accept any items that show signs of wear, misuse or are in a condition other than that which they were sold. Signs of wear will be determined by our staff, and we may refuse items that we reasonably consider do not meet these requirements.

Items returned that do not meet our hygiene condition will either have the cost of cleaning decucted from their credit note value or exchange value.


Please note that the credit/exchange value provided for the return of non-faulty items purchased online will not include postage costs

Refunds will only processed using the original purchase method, with the original purchase method physically in store

Our policy extends to 30 days. Under Australian Consumer Law, if 30 days have gone by since your purchase we are not obliged to offer exchange, credit or refund.


 Faulty Items 

City Hatters customers are entitled to a full refund, exchange or credit for any item that is considered to have a major failure or differ significantly from that which was advertised.

To complete your refund we require a receipt or proof of purchase. Refunds will  only be processed using the original method of payment.

Please do not send your purchase back to the manufacturer.

 If you have any questions about our Returns Policy, you can contact us or visit the Australian Competition and Consumer Commission for information about Australian Consumer Law relating to Repair, Replacement and Refund obligations.

 Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at


To return your product, you should mail your product to: 211 Flinders Street, Melbourne, VIC, 3000, Australia.

You will be responsible for paying for your own shipping costs for returning your item.

Replacement items will be shipped upon receipt of original item. Cost of sending replacement items will be covered by City Hatters.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Faulty items purchased online are also entitled to receive a refund on shipping costs paid, including the cost of returning the item to City Hatters.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Myer Marketplace Purchases

1. For any purchases made through Myer Marketplace, all returns or exchanges must be made through the Myer portal:

2. Purchases made through Myer Marketplace that are sent directly to City Hatters for Exchange or Credit note will incur a re-post fee back out to the sender.