Return & Refund

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Return & Refund

If you change your mind about a purchase, you must notify us within 14 days of receiving your goods. To cancel an order, please contact [email protected]

Then place the items in a shipping box where the cap is not squashed out of its original shape. If possible, use original packaging.

You can now choose to use our return portal via the link on this page. Here you can buy return freight if you are situated in Denmark, Sweden, Germany, France, Belgium, Finland, Austria or Netherlands. The price for our return freight is currently €6,99 Euro.

 

Alternatively, write RETURN on the package and send it to:

WILGART att. Silas Skram

Jægersborggade 10, kl.th.

2200 Kbh. N

Denmark (DK)

Phone number +45 2814 892 and e-mail [email protected]

Responsibility for the product and the value of this accrues to you until the package reaches Wilgarts adress confirmed by a delivery confirmation.

Available Return Portals for cancellation

Do you want to swap your cap for something else?

If you want to swap your Wilgart cap for a different size or style, read more at https://wilgart.dk/en/swap-your-cap/

It’s completely free to swap caps from Wilgart.

F.A.Q.

When does the right to cancel expire?

You have the right to cancel your purchase without justification within 14 days. If you have purchased multiple items in an order, you can choose to undo the purchase of some or all items. The withdrawal period expires after 14 days from the day on which you or any other person you have chosen (except the carrier) takes physical possession. If the period expires on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year’s Eve, the period shall be extended to the following working day.

You regret by notifying us that you regret it by e-mail: [email protected]
You cannot regret your purchase by not picking up, or recieving your package.

What are the requirements for a return?

Make sure that the product is still in perfect condition with undamaged packaging and with all labels still attached. We reserve the right to refuse all returns that fall under the following conditions:

  • If an item is bespoke – unless obvious mistakes are made on our behalf.
  • If the cap has been changed or personalised otherwise.
  • If an item has been used visibly, or has a usage trail.
  • If an item is sold during a sale or residual sale.

The people who answer emails, take phone calls and process your return are also the ones who also sew headgear and make handmade caps. We would like to guide you if you are unsure about returns, repairs or warranty claims. We will try to deal with the matter effectively, but please have some patience.

How and when do I get the money?

When you cancel, we will refund all payments received from you, including any delivery costs. However, this does not apply in the following cases:

  • If you purchased multiple items in an order and only regret part of your purchase, we will not refund the delivery costs.
  • If you have chosen a delivery method that is more expensive than the cheapest type of delivery we offer, you will not be refunded for the additional costs.

We will refund the amount without undue delay and in any case no later than 14 working days from the date we received the goods in our business.

We will make a refund using the same means of payment as you used in the original transaction, unless you have expressly agreed to something else. In any case, you will not be charged any fees as a result of the refund.

What does it mean that the products are handmade caps and hats?

Now a few words about imperfection.

These caps are handmade. Lovingly built with special and sometimes rare and delicate materials. There will therefore be minor discrepancies in materials, weaves and stitching. These are considered marks of the hand created and contribute to the design.

If you have serious problems with fit, please contact us and we will be happy to help you. We do our best to do precise sizing, but once again the handmade aspect of the production can interfere. Changes in material thickness or lining can also affect the size quite radically.

Does my Wilgart cap still have warranty?

As a rule, minumum has a 2-year warranty on all Wilgart products. This warranty is waived if the item is sold as part of a sale. The warranty covers manufacturing defects, but not wear and tear in general use. Please contact us at [email protected] if you have a warranty claim, including the order date, pictures of the claim area and a description of the claim.

The performance of Wilgart products is of course guaranteed by good quality and is created according to old craftsmanship principles. If you are unhappy with one of our products, please do not hesitate to get in touch with us immediately. Usually, if a defect is found, it will either be repaired, replaced or refunded.

In addition to having your cap restored or repaired, we receive valuable information about the durability and durability of our products through the warranty scheme. Therefore, we are always interested to see how our caps look one, two or ten years after the time of purchase. Therefore, please let us know if you think your cap changes, or changes accidental shape or color. We would like this knowledge to be passed on to us as creating and sewing your caps.

That said, note that Wilgart’s headgear is handmade in the most honest sense of the word, so expect small variations from hat to hat. These differences attest to the fact that the product is not mass produced.

Can I swap my order to another item?

If you want to swap your cap to another style, size or even a totally new item, please let us know by telephone.

You can read more about it here: Swap your cap

Where can I fill a complaint?

Should you wish to make a complaint related to an item you have purchased from us, you can submit said complaint to Center of Complaints, Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark. You can complain to the Centre for Complaint Resolution via the Complaint Portal of the House of Representatives.

The EU Commission’s online complaints portal can also be used to submit a complaint. This is particularly relevant if as a consumer, you are resident in another EU country. Complaint filed here: http://ec.europa.eu/odr. When filing a complaint, please provide our e-mail address [email protected]

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