Our philosophy is simple - we provide excellent service. We are not on the web for a quick easy buck - we do not take an order, ring up a supplier and hope we can deliver. This can add a month to shipping times. We deliver from stock or we tell you.
- We dispatch goods daily Monday to Friday, orders in by 2 pm same day.
- Weekend orders are processed and dispatched Monday.
- Response to email and enquiries is usually same day, maximum 24 hours...
- It is rare to have problems but the following emails show how we deal with issues that occasionally arise.
Tara & Ron - the Sand Coober Pedy hat arrived today and is JUST GREAT! It's always a pleasure doing business with you.
Bill from the USA
Thank you. I appreciate the superior customer service that I have received from Hats Direct.
John from Richmond, VA USA
Jenny - hello,
hat came in perfect order. thanks. It's good in the sun (israel) and looks smart as well.
I greatly appreciate the straight-forward, efficient and friendly service for your first-rate hats. This combination is tough to find nowadays and i'm glad to see that it still exists - somewhere, at least.
Spreading the good word about hatsdirect,
Yoni Perlmutter
The Akubra hat I ordered has arrived here in the UK. I was wary of ordering from the other side of the world, but the quality of your web-site and the details you provided seemed to indicate a reputable firm.
The hat arrived only 5 days after I ordered it - only 3 working days, in fact.
There were no problems with tax and the packaging you use ensured that the hat has arrived in excellent condition. The quality of the hat is all you said it would be, but best of all the sizing information you provided on your site proved really helpful. I have a huge head and usually find difficulty in getting any hat to fit. No problems here - I even had the luxury of ordering a little larger and using the material provided to get a perfect fit quickly, easily and neatly. Add to that the complimentary chin-strap and the price about two-thirds of what I would pay in the UK and you have a more than satisfied customer who will certainly order from you again.
I am genuinely delighted both with the product and your service.
Paul of Leicestershire, England
Hi Mr. Lilburne,
My hat arrived in impeccable condition. I am very favorably impressed by the quality of the hat and the special care taken in packing it for shipment.
Many, many thanks, Robert H. Maas
Hi Ron,
Just a note to let you know the hat arrived and it is awesome. the very best. The only thing that rivals its perfection and quality was the sterling service and communication by your company.
Thanks so much. - Robert
We follow up if a hat goes missing - rare but it can happen
Hi Tara and Hats Direct, from Mike W. in the UK,
As you said, the hat has turned up, thanks.
Great quality , great fit and I'm well pleased.
Cheers Mike
This customer made an error in size measurement - on advising us we sent a new hat correct size and asked the other hat be sent back - we do not wait for the original to arrive back to set things right
Just me one more time. This time though I write to tell you how very pleased I am to finally be wearing the hat. It arrived today just as you had promised. It is a perfect fit and excellent style.
Even with the sizing problem we encountered, I am pleased with the companys service and your quick email responses. You can count on me to be telling others of your web site. Thanx again for the hat and service.
Finally in the shade, Darin L.Lind
Phoenix AZ USA
This letter from a customer who made an error in assessing his head size - we know mistakes happen and we do not penalise you for it
Hi Jenny,
Thanks for your prompt action on this. Service from you guys has been great! I received the hat day before yesterday and, not only is it a perfect fit, but it looks terrific.
Not only that my 7 month old baby daughter used the box to pull herself up to stand for the first time!
Cheers heaps to you and all the staff there!
Best Regards, Simon Gray
We have only had 8 hats lost or damaged in the postal system out of the many 1000's sent worldwide over the last 6 years.
Hi Ron,
thanks for replacing the hat so promptly - I was suprised to have the replacement in my hands so soon! I thought I would be caught between you guys and the postal system, with no hat. Keep up the good work, despite the difficulty I have no hesitation recommending Hatsdirect and will be back for sure.
Michael, USA
WOW! That was something. Yesterday, I got your email and this morning the post man brought the hats. Talk about GOOD SERVICE! Hope you have a patent on it! We love the hats. Couldn't be more pleased! I rate them as the best I have ever had. You can count on more orders from me in the future. Already thinking about winter ones.
Very best, Rick
Thank you for your wonderful product and service! It amazes me that you can deliver from halfway around the world in less time than our country can deliver state to state! Well done!
J. from Washington State, USA
Hi Ron
Happily I can report that the hat arrived safely on Thursday last week - so speedily that my wife refused to believe that it had come all the way from Australia!
Kind regards Nigel from Aston Abbotts, UK
Hi Ron
Just a note to say that my hat arrived on 6/13 in perfect condition. Akubra is simply the best hat I've ever worn. Thank you for the prompt service and customer care. We in the US could take a lesson on how to properly treat customers from your company. Thanks Again!
Regards, Mike, Edmond, OK USA
Hats Direct is very classy, courteous, and professional outfit to deal with. I am also very pleased with your quick response times to e-mail enquiries and the speed at which my hat arrived. I would recommend Hats Direct to anyone and would not hesitate to order from you again.
Thank you, Peter
Winnipeg, Manitoba, Canada
Ron, this is just a quick note to let you know that I got my Akubra a few days ago and I am very pleased with it. It is exactly what I was hoping for!
Thanks for all your help and for making the ordering process so easy.
I look forward to dealing with you again.
Bill, USA
The order arrived this morning and I am very pleased. Thank you for the excellent service. I just now may have, the best collection of Australian hats in Canada, certainly on this university campus anyway.
Ron, it was certainly my pleasure to do business with you. I hope I get to utilize your services again, sometime in the future. If I can be of any service to you, please feel free to contact me.
I am so pleased with the products you offer, your pricing and your great service. I will not hesitate to recommend you and your business to my colleagues and friends. A very satisfied customer.
Percy, Canada