Customer help?

How can we help?



What size should I buy?

To determine your hat size, measure your head circumference in centimetres or inches. You can refer to our sizing guide for assistance, which includes tips on how to measure your head accurately.

What payment methods do you accept?

We accept various payment methods, including credit cards, debit cards, and online payment options such as PayPal. You can find the full list of accepted payment methods during the checkout process.

Can I cancel or amend my order?

Once your order is confirmed and processed, it may not be possible to make changes or cancellations.

To request changes or cancellations, please contact our customer service team at as soon as possible. Our team will do their best to accommodate your request.

Please be aware that all change-of-mind cancellations are subject to a AUD$10 fee, which covers processing and credit card charges.

Why didn't I receive an order confirmation?

Order confirmation emails are usually sent within a few minutes of placing your order.

Please check your email's spam or junk folder, as sometimes these messages may get filtered there.

Can I change the address for my order?

To facilitate an address change, it's essential to contact our customer service team promptly. Address changes may not be possible once the order is confirmed and processing has begun.

Please contact our customer service team at with your order details and the updated shipping address.


We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfilment team has received your order.

Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

Head to the Delivery Page on our website for further information.

How long does it take for my order to be processed and shipped?

Order processing and shipping times can vary based on the product and your location. Please refer to the specific product's page for estimated processing and our Delivery Page for delivery times.

Can I track the status of my order's delivery?

Yes, we offer order tracking to keep you informed about the delivery status. Once your order is shipped, you will receive a tracking number via email.

What if I haven't received my order within the estimated delivery time frame?

If your order has not arrived within the estimated delivery time, please contact your local postal courier (provided in your tracking email we sent to you).

If you are unable to find this information, our customer service team are here to help. We'll assist you in tracking your order and addressing any issues. Please contact us via

Returns & Exchanges

We offer easy, stress-free returns with our industry leading 60-day returns policy.

What is the return policy?

All return must be initiated via our online returns portal within 60-days of fulfilment date. You can make a return via our Returns Portal here.

You can either exchange for a different size, receive a store credit or refund to original payment method (excluding a AUD $10 restocking fee & any outbound shipping fees incurred by us).

Online-store credits are valid for 3 years from creation and can be used both in-store and online to exchange for a different item.

Refunds to original payment method will all incur a AUD $10 restocking fee.

Do you offer exchanges?

We offer exchanges for the same item, different size (smaller or bigger) via our Returns Portal here.

If you require an exchange to a different item (colour or style) we recommend selecting 'refund to store credit' as your return resolution. All store credits are valid for 3-years from date of issue.

Where do I send a return?

Before any order can be sent back to us, you must make a return lodgement on our Returns Portal Here.

Once your return is approved, you will instantly receive all return instructions, including our return address.

It is best to return your goods in the original packaging provided (cardboard box).

Please note: Australian Gear is not liable if your return package is lost/stolen/damaged in transit to us. You will need to lodge an enquiry for this through the courier you used.

What items won't be processed?
  • Products that have had tags removed, have been worn or washed.
  • Product where the packaging has been damaged that it would render product unsaleable.
  • Sale or clearance items. Store Credit only. 
  • Custom Made Products. 
  • Products returned dirty with hair, stains, marks or dirt on them.
Can I refund my delivery costs or the costs of returning items?

No, postage costs are not included in your cash or store-credit refund.

However, if you have received a faulty, incorrect, or damaged item, we will gladly reimburse you for return delivery costs.

Contact our customer support team for further instructions.

What is the processing time for returns?

Upon receiving your return, we will process your refund within 7 days, offering either a cash refund, exchange for same item or a store credit.

An email confirmation will be dispatched once the refund has been completed.

The timeframe for refunds to reflect in customer accounts varies: Credit Cards may take up to 7 days, PayPal approximately 24 hours, and AfterPay about 5 days.

All refunds will be credited back to the original payment method used for the order, deducting shipping fees and a fixed-rate restocking fee of AUD $10 for cash refunds.

For orders valued at AUD $500 and above, an online store credit will be provided exclusively.

Can I drop my online return to one of your retail stores?

You are welcome to drop your return off at one of our retail stores, however will still be required to lodge a return via our returns portal here beforehand.

Please note: no returns can be processed in-store. You will receive your return resolution once the return has been physically received by our returns department at our online warehouse.

Get in touch

Have questions about your order, or a general enquiry?