Here is a list of frequently asked questions from our customers. If you don't see an answer to your question here, please feel free to contact us.

Shopping Online

I am having difficulty ordering online. What can I do? View Answer
I don’t have a credit card. What other options can I use for payment? View Answer
Do I have to pay GST? (Australian Goods & Services Tax) View Answer
Can I exchange/refund items? View Answer
How does the currency converter work? View Answer

Sizing

How do I work out my hat size? View Answer
How do I work out my shoe size? View Answer
How do I measure for a coat/jacket size? View Answer

Delivery

When can I expect delivery of my order? View Answer
Do I have to pay import duty/customs taxes? View Answer
What are the benefits of purchasing insurance? Should I insure for the full amount of my order? View Answer
I am purchasing a crocodile product. Do I need to purchase an export permit? View Answer
I am in Australia and purchase a crocodile product from Australian Hats without a permit. I then decide to post the product overseas myself. Do I need a permit? View Answer

Product Information

What is the difference between heavyweight oilskin and superfine oilskin fabric? View Answer

Garment Care

How do I care for my oilskin garment? View Answer
My oilskin coat has developed a foul smell and there is mould on the coat. How do I remove these? View Answer
My oilskin coat is leaking. How do I re-treat my oilskin coat? View Answer
How do I care for my leather hat? View Answer

Warranty

Are my goods covered by a Manufacturers Warranty? View Answer

ANSWERS

I am having difficulty ordering online. What can I do?

The shopping technology used at Australian Hats is similar to most internet shopping sites.
To shop online at Australian Hats:

• Your PC must accept "cookies". If your Internet security settings have been changed or you are running any third party security software that controls cookies or you have cookies disabled on your PC, you must enable cookies.
• Your PC must be properly maintained with regular cleaning of your History folder and Temporary Internet Files. When emptying your Temporary Internet files, be sure to tick the box, "Delete all offline content". Clear your "History" folder. (below where you cleaned out your Temporary Internet files.)
• Restart your PC. If this does not resolve your problem, your PC's settings, software or hardware may need investigation.
  If you wish you can fax or phone your order and card details to us.

Customers from outside Australia may fax us on: 00 617 5535 8103 or telephone us on 00 61 7 5535 8103
Customers within Australia please phone 07 55358103

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I don’t have a credit card. What other options can I use for payment?

• We accept payment by EFT direct deposit, money order and Bank cheque.
• Money orders are to be made payable in AUSTRALIAN DOLLARS ONLY.
• A $15 AUD fee applies for processing international money orders only.
• We also accept PAYPAL payments. American Express users can pay via Paypal
• You can email us with your order (include the size and style of the items), your full delivery address and your preferred method of postage: Air Mail, Sea Mail, Local Regular Post or Express Post Australia.

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Do I have to pay GST? (Australian Goods & Services Tax)

All orders shipped to Australian destinations are subject to 10% GST, which is included in the price. All orders shipped outside Australia are GST free and the GST will be deducted at checkout.

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Can I exchange/refund items?

We are happy to exchange or refund items in original condition within 14 days of receiving the goods. Any product/tickets swing tags and packaging must be returned with the goods. Leather-soled boots must not be scratched. Products that are made to special order cannot be exchanged/refunded. Items that are returned after the 15 day time frame will be charged a 15% restocking fee. We do not accept returns after 30 days. We can refund shipping costs only if the return is a result of our error. Please include a copy of your receipt with an explanation for your return and/or the items for which you would like to exchange.

We do not refund postage, or cover the cost of return postage on exchanges (including the postage back to us and the postage to send new products out).

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How does the currency converter work?

The currency converter site gives a general figure and is updated throughout the day to reflect current market rate. Simply select your home currency and all prices will be converted.

Please note that we make no profit on exchange rates. On your receipt you will be able to see the exchange rate used at the time of the transaction. In other words, the total price you see on the confirmation of your order, is the exact charge that will be made.

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How do I work out my hat size?

Simply obtain a tape measure and measure the circumference of the head, just above the ears. Ensure that the tape is wound straight around the head and is level from front to back. You may feel a bump in the back of the head - please ensure that the tape sits over the bump as this will be the widest part. Please measure a few times for accuracy. If the measurement is in between sizes, please select the next size up; for example, a head measuring 59.3cm or 59.7cm would take a size 60 hat.

It is always best to buy a hat that is a little too big, rather than too small. If a hat feels too loose initially, you can pack the inside of the crown to make the hat feel smaller. Tennis racket grip tape (that winds around the handle of a tennis racket) is ideal. The tape is sticky on one side, terry toweling on the other side and can be purchased from sports stores/squash courts. A few inches of the tape, stuck against the inside leather sweatband, at the front of the hat, will create a smaller fit and help to absorb perspiration.

Most of our hat sizes are expressed in metric (centimeters). To covert your size to metric, please click here and scroll down to view the equivalent hat size chart:

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How do I work out my shoe size?

For all other styles of footwear, please measure your feet, following these instructions:

1. Take the time to carefully measure your feet. Please measure a few times for accuracy.
2. Wear the socks (if any) you intend to wear with the style you are purchasing.
3. Have a friend help you measure your feet.
4. Stand up straight, with your feet flat on the ground and the back of your heels against a wall. Look straight ahead.
5. For foot length: Have your friend measure the length from the wall, straight along the ground, to the tip of your big toe. Please do not allow for a safety margin beyond the big toe. Measure both feet and take the reading of the longer foot.

Please refer to our size/colour chart to check your size. If you have any difficulty determining your size, please send us the measurements and we can recommend a size to fit.

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How do I measure for a coat/jacket size?

Please refer to the size chart and simply measure around the widest point of your chest.

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When can I expect delivery of my order?

Australian Hats endeavors to process and dispatch orders promptly and efficiently. Orders are usually dispatched within 2-3 working days. If an item is on back order or out of stock, we will notify you.

The shipping time guides provided on this website are quoted by Australia Post and indicate approximate delivery times only - they are not guaranteed delivery times.

Australian Hats cannot be held responsible for delays in parcels arriving at their destinations. This includes, but is not limited to: delays with any nominated carriers or carrier agents/representatives, delays in customs processing and clearance, delays resulting from industrial strikes/protests/wars/natural disasters.

Approximate international shipping times are as follows:

If you have not received your order within the above times, please be patient. You may like to check with your local post office.

You can also check with the postal websites in your country – not all postal website offer this facility. Some popular links are:

Express post international orders can be tracked at the following link: http://ice.auspost.com.au/

If you have not received your parcel within the following timeframes below, please email us and we will contact Australia Post. An investigation will commence to find your parcel. Please note that uninsured parcels with a value of less than $100 AUD cannot be investigated. Postal service investigations may to up to sixty days. Compensation for insured parcels declared ‘lost’ will be considered when any postal investigations are complete or in progress

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Do I have to pay import duty/customs taxes?

The payment of any customs duty/import tax is the responsibility of the purchaser. On request, Australian Hats will provide information, where available, on importing our products to your chosen country.

To access many customs websites around the world, try http://www.wcoomd.org/ie/En/CustomsWebSites/customswebsites.html
Import Duties USA: Mail order goods from overseas, ordered over the internet, will pass duty-free into the USA if they are worth less than $200 USD. **Information current at 01 April 2005**
Import Duties UK: Gifts with a value exceeding 36 GBP (Great British Pounds) are generally subject to 3.5% (three and a half percent) customs duty. If your parcel is opened by customs, a small clearance charge may apply. Import VAT (Value Added Tax) is charged at the same rate that applies to similar goods sold in the UK. The value of the goods for import VAT is based on the value for Customs Duty plus any duty charged. ** Information current at 01 April 2005 **
You may elect to insure your parcel to a value below the duty threshold. All insured articles, regardless of the insured value, have the benefits of superior tracking. If you wish to insure to an agreed value only, please write your agreed value in the “special instructions” section when ordering online.
If you have any further questions regarding shipping, please contact us.

The following websites have information on importing and customs duty:
USA: http://www.customs.ustreas.gov/
UK: http://www.hmce.gov.uk
ITALY: http://www.agenziadogane.it/

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What are the benefits of purchasing insurance? Should I insure for the full amount of my order?

Insurance is optional and is $8.00 AUD plus $2 AUD for every $100 AUD value of goods.
We recommend insurance for the following reasons:
Parcels sent with insurance have a recorded parcel number and require a signature on delivery. In the event that an insured parcel is delayed, the postal services can trace an insured parcel more easily than a non-insured parcel.
Insurance provides compensation in the event of parcel loss or damage.
Australian Hats will provide assistance in locating any delayed or missing parcels, however we will not be held responsible for uninsured parcels declared lost by the postal service.
Uninsured parcels with a value less than $100 AUD cannot be investigated by the postal service in the event of delays. All insured parcels, regardless of their insured value, can be investigated.
The insured value of your parcel appears on the customs declaration on the outside of your parcel. You may choose to purchase insurance to an agreed value - this value may not be the total amount of your order.

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I am purchasing a crocodile product. Do I need to purchase an export permit?

Crocodile is a protected species within Australia. Crocodile products posted to destinations outside Australia should be accompanied by a special export permit. Our crocodile products are listed for Australian retail customers.

You may choose to have a crocodile product sent without a permit, however if your parcel is inspected at customs, your crocodile product may be confiscated. This is a random process and your parcel may be opened.

If you would like us to ship a crocodile product outside Australia, we strongly recommend that you purchase the permit.

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I am in Australia and purchase a crocodile permit without a permit. I then decide to post the product overseas myself. Do I need a permit?

Crocodile products for personal consumer use can be sent with an ‘accompanied baggage’ export permit, to enable the items to be carried overseas as hand luggage.

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What is the difference between heavyweight oilskin and superfine oilskin fabric?

Heavyweight oilskin fabric is 12 oz. 100% cotton treated with an oil/wax coating. Heavyweight fabric is ideal for heavy-duty outdoor use and provides excellent protection from rain and wind.

Superfine oilskin fabric is 6% oz. 100% cotton treated with an oil/wax coating. The superfine fabric is ideal for those who prefer a lightweight jacket with a traditional look, while offering great protection in wind/rain.

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How do I care for my oilskin garment?

• Always let your oilskin dry naturally after use.
• Do not put your oilskin garment into a washing machine. Hand wash or soak with cold water only. Do not use detergent.
• For cleaning, light soiling can be sponged with a damp sponge and cold water. Mud can be removed by allowing the mud to dry and gently brushing away with a soft brush.
• Oilskin fabric can also be hosed down periodically with cold water, to remove dust.
• Over time, the oil and wax coating will slowly evaporate. If you find your oilskin garment is leaking, this is a good sign to re-oil.

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My oilskin coat has developed a foul smell and there is mould on the coat. How do I remove these?

The foul smell is caused by mould growing in the fabric. The best way to remove mould is to hang your coat in full, hot sunshine for a good couple of weeks.

If you do not have a suitable climate, a solution of white vinegar and water will also kill mould/mildew. Mix one part vinegar to two parts of water and spray or sponge on to the mould. More than one application may be needed depending on the extent of the mould.

Once you have removed the mould, the coat will need a wash (see step 1 of next question)

Sunlight evaporates the oil/wax coating. If the oil has evaporated from your coat, you may need to apply some Jacaru garment dressing to maintain water repellency (see next question)

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My oilskin coat is leaking. How do I re-treat my oilskin coat?

The first sign of leakage usually occurs in the crease area on the sleeve of the coat. We recommend a treatment of Jacaru Garment re-proofing
To re-oil your coat, please follow these steps:

1. Clean your coat by soaking it in a bath tub or laundry basin of cold water - add a cap full of a mild liquid detergent (one that is suitable for woolen garments). Agitate the water for a few minutes and then allow the coat to soak overnight. Then rinse out your coat with fresh water. It is very important to remove all dust before applying the garment dressing. If you do not remove dust: The garment dressing will stick to any dust remaining; when the dust dislodges it will leave tiny holes in the fabric exposed, which will leak.
2. Allow the coat to dry naturally.
3. Wait for a very hot day to re-oil: the hotter the day, the better the results. Place the coat in bright sunshine and allow it to heat up. Heat the garment dressing until it turns to liquid – this can be done by putting the can of dressing in the sun or a saucepan of hot water. At the hottest time of the day, sparingly apply the dressing to the coat, using a clean cloth. Add a little extra dressing to the seams. The sun will spread the dressing evenly and quickly through the coat fabric.
4. If you do not have a suitable climate then you will need a hand-held hair drier to work the dressing into the cloth.
5. Your coat will now be ready to give you full protection.

If you have any further questions please do not hesitate to contact us.

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How do I care for my leather hat?

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Are my goods covered by a Manufacturers Warranty?

Yes. All our goods are new and covered by a Manufacturers Warranty. If you would like to know simply contact us.