Returns & Store Credit Policy

At Gem Hats, every hat is made to order and crafted by hand. Because of this, each piece is one-of-a-kind and may have subtle variations from the images shown online. These variations are a natural part of the craftsmanship and are not considered defects.

30-Day Policy – Damaged Items Only (Store Credit)

We accept return requests within 30 days of delivery for damaged items only.

To be eligible:

The item must have arrived damaged.

You must contact us within 30 days of receiving your order.

You must provide clear visual proof (photos and/or video) of the damage within 48 hours of receiving the package.

The item must be unworn, unused, and in its original packaging.

Requests submitted without visual proof or outside of the required timeframes will not be accepted.

Made-to-Order & One-of-a-Kind Variations

All Gem Hats are handcrafted and made to order. Natural variations in color, distressing, shape, embellishments, and materials are part of the design process and make each hat unique. These differences are not defects and are not eligible for return.

We do not accept returns for:

Customizations (including initials, branding, or personalized details)

Sale items

Gift cards

Fit or sizing preferences

General dissatisfaction with stylistic variations from online images

How to Submit a Damage Claim

To report a damaged item, email hello@gemhats.com
 within 48 hours of delivery and include:

Your order number

Clear photos of the damaged item

Photos of the packaging (including exterior box)

If your claim is approved, we will provide instructions for the return.

Items sent back without prior approval will not be accepted.

Store Credit

If your return is approved, you will receive store credit only in the form of a digital gift card.
No refunds will be issued to the original form of payment.

Store credit will be issued after we receive and inspect the returned item.