FAQs
What is the return policy?

We want you to be completely satisfied with your piece. We accept returns within 30 days of receipt (the date the tracking shows your package was delivered).

To be eligible, items must be:

  • Unworn and unwashed.
  • In their original packaging with all tags attached.
  • Free of any marks or scents.

Note: Due to the bespoke nature of our work, all items from The Custom and The Lab are final sale and cannot be returned or exchanged.
When will I get my order?

All orders are processed and dispatched from our Hong Kong studio within 1 - 2 business days. Once your piece is on its way, the estimated delivery timelines are as follows:

LOCAL

  • Hong Kong: 1 - 2 Working Days

ASIA

  • TAIWAN: 3 - 5 Working Days
  • SINGAPORE / SOUTH KOREA/ PHILIPPINES: 7 - 14 Working Days

OCEANIA

  • AUSTRALIA / NEW ZEALAND: 7 - 14 Working Days
Do you offer free shipping?

Yes. We offer complimentary shipping on all orders of two or more hats.

Note: Free shipping is automatically applied at checkout once the second hat is added to your cart.