FAQs

A well-fitted hat sits snugly around the widest part of your head — roughly 2–3 cm above your ears — without pinching or sliding. If you're between sizes, size up; the inner sweatband will soften and mould to your head with wear. Use your head measurement to choose the closest size before ordering.

Quality wool felt naturally conforms to your head with wear, giving a progressively better fit. Avoid prolonged exposure to heavy rain or extreme heat, as these can cause wool felt to distort. Store your hat correctly (see below) to maintain its shape between wears.

Light drizzle is fine — wool felt is naturally water-resistant. In heavier rain, moisture can temporarily soften the felt, making it easier to misshape. If your hat gets wet, shake off excess water, reshape the brim gently, and leave it to dry naturally on a flat surface or hat block. Never use direct heat.

Brush off dust and lint with a soft-bristle hat brush after each wear, working in a counter-clockwise direction. For light marks, use a barely damp cloth with cool water only. Avoid detergents, solvents, and machine washing — these will shrink and felt the fibres permanently. For full guidance, see our care articles below.

Blot (don't rub) excess moisture with a clean dry cloth, then gently reshape the crown and brim by hand. Place it brim-up on a flat surface or over a hat block and allow it to dry at room temperature away from radiators and direct sunlight. Do not wear until fully dry.

A light pass of steam can help ease minor dents and reshape the crown. Hold the hat 15–20 cm from a clothing steamer, apply a brief burst, then quickly mould the felt by hand. Work carefully — over-steaming will weaken the fibres. When in doubt, consult a professional hatter.

Store your hat crown-down on a clean surface, or crown-up on a hat stand or block. Keep it in a cool, dry place away from humidity and direct sunlight, which can fade colour and weaken fibres over time. Avoid stacking other items on top of it.

Yes — your NovellaHats box is sized and shaped specifically to protect your hat. If you need to store the hat long-term or transport it, place it crown-down in the original box with the tissue paper wrapping intact. This is the safest way to maintain the brim's form.

Our wool felt hats are resilient but not designed to be habitually crushed for packing. For travel, we recommend placing the hat in its box or in a rigid hat case. Some minor reshaping after transit is normal — a brief steam and gentle hand-moulding will restore the shape.

Minor travel dents are easily fixed with gentle steaming and hand-shaping (see above). If the hat arrived significantly damaged due to packaging failure, please contact us within 48 hours of delivery with photographs and we'll make it right.

Every hat is tissue-wrapped and packed crown-down in a branded hat box, which is then placed inside a protective outer shipping box. This two-layer system is designed to keep your hat in perfect condition during transit.

If your order arrives with packaging damage or a misshapen hat, please email us at contact@novellahats.com within 48 hours of delivery, including your order number and photos. We'll assess the issue and arrange a replacement or resolution promptly.

We accept returns within 30 days of delivery, provided the hat is unworn, in its original condition, and returned in the original packaging. Custom-made or personalised hats are non-returnable unless faulty. See our full Refund Policy for details.

Email contact@novellahats.com with your order number and reason for return. We'll send you return instructions within 1–2 business days. Return postage costs are the customer's responsibility unless the item is faulty or incorrectly sent.

Once we receive and inspect your return, refunds are processed within 5 business days to your original payment method. You'll receive a confirmation email when the refund is issued. Card processing times may add a further 3–5 business days depending on your bank.

UK orders typically arrive within 2–4 business days. EU and international orders generally take 5–10 business days depending on destination and customs clearance. You'll receive a tracking link by email once your order is dispatched.

Yes — we ship to most countries worldwide. International orders may be subject to local import duties and taxes, which are the buyer's responsibility unless otherwise stated at checkout. See our Shipping Policy for current rates and zones.

Yes. A tracking number is emailed to you as soon as your order is dispatched. You can also track your order via the Shop app if you opted in at checkout.