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FAQ

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  • Where can I shop Gem Hats?
    There are many ways to shop Gem Hats: 1. Book an appointment at The Hat Bar in LoHi to design your own custom hat. 2. Visit the LoHi store during business hours to browse ready-to-wear hats. 2. Shop our ready-to-wear hats on our website (limited designs available). 3. Host a private party for you and your friends!
  • I don't know anything about hats, but would like to purchase one. Can you help me decide?
    Absolutely. Many of our customers come to Gem Hats to purchase their very first custom hat! The Gem team is here to help you through the fitting and design process.
  • I don't know my size. Help!
    Please visit our sizing guide here. At Gem Hats, the majority of our sweatbands are elastic. We do this to provide a more comfortable fit for our customers. If you are between sizes on our chart, we always suggest going up rather than down.
  • I saw a custom hat on your instagram page that I like. Can I buy the same one?
    Since we use upcycled materials for all of our design work, we never make the exact same hat twice. If you like a certain hat and would like to use it as inspiration during your design appointment, be sure to let us know and we can do our best to make something similar.
  • What is the wait time for a custom order?
    Custom hats designed at the Hat Bar are made during your appointment, so you will walk out with your new hat that same day! Hats purchased on our website ship within 2-3 business days.
  • Do you make men's hats?
    Yes! We make hats of all shapes & sizes.
  • What is your shipping policy?
    We ship domestically for a flat rate of $20.00. We do not ship internationally at this time. Hats designed by Gem purchased on our website ship within 2-3 business days. All hats are shipped via USPS priority mail. We insure up to $50.00 on your shipment. If you would like to add additional insurance to your shipment, email hello@gemhats.com. Once your order is shipped, you will receive an email with tracking information. Gem Hats is not responsible for packages that are lost, stolen or damaged in transit.
  • What is your return/exchange policy?
    Ready-to-wear Hats: We accept returns for store credit only. The hat must be returned within 7 business days of receiving it and must not be worn or damaged. Customer is responsible for shipping cost. If there is a major issue with your order, please email us and we will accept refunds on a case by case basis. Custom Hats: We do not accept returns or exchanges for custom designs. If there is a problem with the size or shape of your hat, contact us and we will do everything possible to fix your gem!
  • What forms of payment do you accept?
    We accept all major forms of credit card, venmo, Paypal and cash if picking up your order in-person.
  • Can I visit the studio to try on different styles?
    Yes! The Gem Hats store is open Wednesday-Saturday from 12pm-6pm, and Sunday from 12pm-5pm. To book an appointment to design your own hat, visit our scheduling page here.
  • I have materials that I would like to incorporate into my custom order. Can I do that?
    Yes! We love upcycling meaningful materials to design your hat. If you are based in Denver, you can bring your materials with you to your design appointment. If you are outside of Denver, you can ship your materials to our studio. Here are a few examples of materials that work best for upcycled designs: Vintage belts, ties, ribbons, suspenders, lace, silk scarves, etc. Pens & pendants, jewelry, sentimental trinkets, feathers, etc.
  • Do you do bridal hats?
    Yes, we love working on hats for the bride and groom alike! On our custom wedding hats, we often embroider or burn in your special date, your new initials, or anything to resemble your love! Brides-to-be: Bring your mom's vintage veil to add something special to your hat for your big day. Grooms-to-be: Bring a special tie, vintage cuffs, or other sentimental items to incorporate into your hat.
  • Do you make hats for very small or very large head sizes?
    Yes! We understand how frustrating it can be to not be able to find a hat that fits your head. We offer a wide range of sizes and styles to help you find the perfect fit!
  • What types of materials do you use to make your hats?
    Gem Hats works with 3 main materials: Wool felt, suede and panama straw.

Other questions? Get in touch!

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