Question 1

How long will it take to receive my order?

Accepted Answer

Orders are processed in 0 to 1 working days, and anything placed before 3:00 pm GMT is dispatched the same working day. Transit is then 3 to 5 working days with Royal Mail on a tracked service, Monday to Friday. So from placing your order, expect it within roughly 3 to 6 working days in total.

Question 2

How much does delivery cost?

Accepted Answer

Delivery is free to every address in the United Kingdom, with no minimum spend. The price you see on the product page is the price you pay - no handling fees and nothing added at the final step of checkout.

Question 3

Do you ship internationally?

Accepted Answer

Not at the moment. We currently ship within the United Kingdom only.

Question 4

How to track my order?

Accepted Answer

As soon as your order leaves us we send a dispatch email with your tracking number and a direct link. You can also check progress any time on our Track Your Order page using your order number and the email address you used at checkout.

Question 5

My tracking hasn't updated - is something wrong?

Accepted Answer

Tracking can take up to 24 hours to show its first scan, so a blank tracking page on the evening of dispatch is completely normal. If it still hasn't moved after 5 working days, email us with your order number and we'll chase it up.

Question 6

My order hasn't arrived. What now?

Accepted Answer

If your parcel hasn't arrived within 10 working days of dispatch, email support@flatcaphouse.co.uk with your order number. We'll open an enquiry with Royal Mail and either resend your order or refund it in full. You don't need to chase the carrier yourself.

Question 7

Can I change my delivery address after ordering?

Accepted Answer

Email us straight away. If the order hasn't been dispatched yet we can correct it. Once a parcel has gone out to the address you supplied, we can't recall it.

Question 8

What is your return policy?

Accepted Answer

You have 30 days from delivery to request a return or an exchange, and returns are free. Email us with your order number and we'll send you a prepaid return label to download and print - there's nothing to pay and no restocking fee, whether the cap arrived faulty or it simply isn't for you. This sits alongside your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013.

Question 9

Can I try the cap on first?

Accepted Answer

Yes. You can't tell whether a cap fits without putting it on your head, so trying it on doesn't void your return. We only ask that it comes back complete, with any tags and its original packaging, and that it hasn't been worn out and about.

Question 10

Who pays for return postage?

Accepted Answer

We do. We email you a prepaid label as a PDF to download and print, then you attach it to the parcel and drop it off. This applies to every return, whatever the reason. If you can't print at home, tell us and we'll arrange an alternative.

Question 11

Can I exchange an item?

Accepted Answer

Yes, within the same 30-day window. Tell us what you'd like instead - a different colour, or a different shape - and we'll send the free return label. Once your cap reaches us and passes inspection we dispatch the replacement, with no delivery charge in either direction. If you'd rather not wait for two parcels in sequence, we can refund the original so you can reorder immediately.

Question 12

How long does a refund take?

Accepted Answer

Once your return reaches us we inspect it and email you the outcome. Approved refunds are issued within 7 days, back to the original payment method used at checkout. Depending on your bank, it can take a further 3 to 5 working days to appear on your statement.

Question 13

Can I cancel or change my order?

Accepted Answer

Email us as soon as possible. If the order hasn't been dispatched yet we'll cancel and refund it in full. If it has already gone out, treat it as a change-of-mind return - which is still free.

Question 14

How do I know it will fit?

Accepted Answer

Every cap has an adjustable inner band and fits head sizes of roughly 57 to 61cm. Measure with a tape just above your ears and eyebrows. If you land outside that range, email us before ordering and we'll tell you honestly whether it will work.

Question 15

I have a large head and caps never fit me. Is this any different?

Accepted Answer

The band opens further than most. If you've given up on caps because they perch on top rather than sit down on the head, start with the eight-panel shapes - the fuller crown gives you more room before the band is at its limit.

Question 16

What is the difference between a flat cap, a newsboy and a driver?

Accepted Answer

They sit differently, and the names get used interchangeably almost everywhere. A flat cap has a low, sloped crown that lies close to the head, with a short peak stitched down at the front. A newsboy takes eight panels to a button at the crown, so it sits fuller and rounder with a slight overhang. A driver is snugger still, with the peak curving into the crown rather than sitting apart from it.

Question 17

Can I wash it?

Accepted Answer

No. A washing machine will collapse the crown and the peak stiffener, and that damage isn't repairable. Spot clean with a damp cloth and a little mild soap, then let it dry on a cap retainer or a rolled towel so it holds its shape.

Question 18

How do I stop it losing its shape?

Accepted Answer

Don't leave it hanging on a hook by the peak - that's what pulls a crown out of shape within a season. Rest it on its crown, or use a wooden retainer. Both the retainer and a horsehair brush are in our Care Tools collection.

Question 19

What payment methods do you accept?

Accepted Answer

We accept Visa, Mastercard, American Express, Discover, Diners Club and JCB, as well as Apple Pay and Google Pay. The payment icons shown in our footer match this list exactly.

Question 20

What currency are prices in?

Accepted Answer

All prices are shown and charged in pounds sterling (GBP), with UK VAT already included where applicable. If your card is issued outside the UK, your bank may apply its own conversion rate and a foreign transaction fee.

Question 21

Do you accept store credit?

Accepted Answer

We don't accept store credit as a payment method.

Question 22

My payment was declined. What should I check?

Accepted Answer

The most common causes are a billing address that doesn't match your card, insufficient funds, or your bank blocking an unfamiliar merchant. Check those first, then try again or use a different method. If it still won't go through, email us and we'll help.

Question 23

How do I contact you?

Accepted Answer

Email support@flatcaphouse.co.uk, call +44 (742) 558-0573, or use the form on our Contact Us page. Customer service is available Monday to Friday, 9:00 am to 5:00 pm GMT, and we reply within 24 to 48 hours on working days.

Question 24

Where are you based?

Accepted Answer

Flat Cap House, 4A Victoria Road, North Berwick, East Lothian, EH39 4JL, United Kingdom. We're an online shop with no retail counter, so orders and returns are handled by post.

Frequently Asked Questions

Flat Cap House

Quick Links

Policies

Shopping Cart

Search our store

Frequently Asked Questions

Flat Cap House

Quick Links

Policies

Let's get in touch

Shopping Cart