FAQ's
Delivery
When will my order be shipped?
Our team aim to ship all orders (Mon-Fri) within 1-2 business days from order placement.
How do I track my order?
Once your order is dispatched, you will receive an automated email from us containing your tracking information and tracking number. Please check your junk and spam inbox for this just in case. Tracking scans can take up to 24 hours to update via the postal company’s website.
What countries do you deliver to and how much does delivery cost?
We offer domestic and international delivery. To check delivery costs and if we can ship to your country, please see our shipping information page here: https://28eastern.com.au/pages/shipping-information
Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact our customer support team as soon as possible. We will do our best to accommodate your request if your order has not yet been shipped.
Are there any customs or import duties for international orders?
Customs or import duties may apply to international orders, depending on the destination country's regulations. Any applicable duties or taxes are the responsibility of the recipient and are not included in the purchase price or shipping cost.
What if my order is delayed or lost in transit?
In the rare event of a delay or loss during transit, please contact our customer support team immediately. We will work with the shipping provider to resolve the issue and ensure you receive your order as soon as possible.
Returns
What is your returns policy?
We want you to be completely satisfied with your purchase from 28 Eastern. If you are not happy with your headwear for any reason, you may return it within 30 days from the date of delivery for an online store credit. Please ensure that the items are unworn, in their original condition, and with all tags and packaging intact.
How do I initiate a return?
Please read and complete the returns form received inside your package. Missing this form? Please download that form here. Follow the instructions on your returns form and send your hat/s back to us at our return address outlined on your returns form. Ensure the item is securely packaged in its original packaging to avoid damage during transit.
Are there return shipping fees?
Return shipping costs are the responsibility of the customer. We recommend opting for a traceable service.
Can I exchange my hat for a different size or style?
We do not provide direct product exchanges. You will receive a store credit which can be used to place a new order for a replacement style or size. Your store credit will have 1 year validity.
What is my hat arrives damaged or defective?
In the rare case you receive a defective or damaged item, please contact our customer support team within 72 hours of delivery. We will work with you to resolve this issue and ensure your satisfaction.
How long does the return process take?
Once we receive your returned items, our team will process your store credit within 5-7 business days. Store credits will be issued to the original email address linked to your purchase. Please check your junk and spam inbox.
Can I return headwear that was on sale or part of a promotion?
Yes, as long as it meets our return policy criteria. You will be issued with a store credit.
What if I received the wrong hat?
Our team do their very best to ensure all orders are packed with attention to detail to avoid any mix-ups. However, in the case you have received the incorrect order, please contact our customer support team within 72 hours of delivery. We will rectify the issue and arrange for the correct items to be sent.
Sizing & Hat Care
How do I find my hat size?
Finding your size is simple! We do recommend following our sizing guide page prior to purchase to ensure you purchase your correct hat size: https://28eastern.com.au/pages/sizing
What if my head measurement falls between two sizes?
If your head circumference measurement falls between two sizes, we recommend choosing the larger size for a more comfortable fit. All our hats come with an adjuster inside.
How do I clean and care for my hat?
To keep your hat looking its best, we recommend spot cleaning it with a soft cloth or sponge using mild soap and water. Avoid fully submerging the hat, and always let it air dry in a cool, shaded area.
How do I store my hat when not in use?
When not in use, store your hat in a cool, dry place away from direct sunlight. If possible, keep it on a hat rack or use a hat box to help maintain its shape and protect it from dust.
What if my hat gets crushed during travel?
If your hat gets crushed during travel, don’t worry – you can usually restore its shape by steaming and reshaping it gently with your hands.
Our Company
Who is 28 eastern?
We are an Australian-based headwear brand that specialises in crafting premium hats using sustainable and natural fibres such as wool, cotton, and straw. We are dedicated to providing stylish and comfortable headwear while promoting environmental responsibility.
What materials do you use in your hats and packaging?
We use sustainable and natural fibres in our headwear, including merino wool, ethically sourced cotton, and eco-friendly straw. All our packaging: boxes, tags, tapes, etc. are recyclable or biodegradable. These materials not only offer superior quality but also align with our commitment to eco-conscious practices.
Do you offer wholesale options?
Yes, we offer wholesale options for retailers and businesses interested in partnering with us. Please get in touch with our wholesale team via hello@28eastern.com.au
If you have any other delivery-related questions or concerns, please feel free to contact us. We are here to assist you and ensure a smooth and timely delivery of your order.