Refund policy

Because all of our products are custom made to order, we do not accept returns or exchanges for reasons such as preference, sizing, color, or customization choices.

If your item arrives damaged during shipping or if there is an error on our part, please contact us within 30 days of receiving your item, and we will gladly make it right.

To report an issue, you can contact us at outercreekhatters@gmail.com. Please include your order number and photos of the issue so we can evaluate it promptly.

Items sent back to us without first contacting us will not be accepted.

You can always contact us with any questions at outercreekhatters@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges

Because all items are custom made to order, we do not offer exchanges for preference, sizing, color, or customization choices.

If your item arrives damaged or there is an error on our part, please contact us at outercreekhatters@gmail.com within 30 days of delivery, and we will work with you to replace the item or otherwise make it right.


European Union 14 day cooling off period

Notwithstanding the above, if merchandise is shipped into the European Union, you may have the right to cancel or return your order within 14 days except for custom or personalized items.

Because our products are custom made to order and created using customer-submitted content, they are exempt from the EU 14-day cooling-off period under applicable consumer protection laws.

If your item arrives damaged or there is an error on our part, please contact us at outercreekhatters@gmail.com, and we will make it right.


Refunds

Because all items are custom made to order, refunds are not issued for preference, sizing, color, or customization choices.

Refunds or replacements are only considered if:

  • Your item arrives damaged during shipping, or

  • There is an error on our part.

If an issue qualifies, please contact us at outercreekhatters@gmail.com within 30 days of delivery with your order number and photos of the issue. Once reviewed, we will notify you of the resolution, which may include a replacement or refund at our discretion.

If a refund is approved, it will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or credit card provider.