THE GUARANTEE:

Every product we make is totally guaranteed!

 If your product is damaged or defective, it is covered by our guarantee. Please contact us right away; we will take care of you at no cost within the first 30 days.  After 30 days, the guarantee still applies, but we won't be able to provide a prepaid return shipping label.  If this presents a serious financial hardship, please contact us. 

If you did not purchase your bonnet yourself from our website, you will need to provide proof of purchase, such as a receipt, an order number, your friend's name, or an online order confirmation.  Please be prepared to share this with us.  We cannot accept returns unless there is a proof of purchase.

What about Fading, Shrinkage and Bleeding?

Please note that wash shrinkage and fading are NOT considered manufacturer's defects.  While you can machine wash your bonnet on cold and put it in the dryer without it damaging the hat, doing so (as it does to any cotton fabric) WILL cause your hat to FADE and to SHRINK.  This is normal for 100% cotton fabrics.  Please understand that it is not a manufacturer's defect, and it is not something covered by our guarantee.  If you're worried about shrinkage or fading, please hand wash your bonnet and line dry it.

Our fabric manufacturers do test for shrinkage, and this rate (when washed in cold water; warm or hot water and dryer use increases the rate) is approximately 4%.  If the hat fits your child "just right" and you wash the hat, it will shrink the standard 4%, just as ANY cotton will.  When a child is on the upper edge of a smaller size, this can cause the hat to fit differently.

RETURNS & EXCHANGES

How do I return my hat?

You can return or exchange your hat for any reason within 30 days, as long as you have proof of purchase, all of the tags are still attached and the hat is unworn, unsoiled, scent-free, and unwashed.  Exchanges are processed free of charge.

All returns MUST be approved before shipping items back to us.  If you send product back and have not contacted us first, it will be donated to charity and no refunds will be issued. 

Please note: Shipping fees are not refunded or reimbursed.  If you received free shipping, the costs of initial shipping ($8 USD) will not be refunded. If you use our return label, the cost of the label ($8 USD) will be deducted from your refund.  Thank you for your understanding.

Contact us here to initiate a return or email us at hello@urbanbabybonnets.com.  Once you've contacted us and your return is approved, we will provide you with a return address (we can provide a return label for $8 or you can ship on your own**) and detailed instructions.

Please note: we do NOT accept returns on hats that have been worn, washed, dampened, soiled, dirtied, exposed to pets, pet hair, strange odors, or smoke; please do not return your hat if your child has worn the hat even once (we can tell!).  If you try on the hat, and it is dirtied in the process, we cannot accept a return; please try on for size when your child is clean and dry, and when food is not present.  Returned hats that are soiled will be documented with photographs, and then donated to charity, and will not be refunded.

*WE DO NOT OFFER REFUNDS OR EXCHANGES ON CUSTOM MADE ITEMS.  THIS INCLUDES KIDCAPS IN SIZES SMALL AND MEDIUM AS THESE ARE SEWN TO ORDER.

**YOU MUST INCLUDE A NOTE TELLING US WHAT TO DO OR YOUR REFUND/EXCHANGE WILL NOT BE HONORED.

Exchanges are FREE!! Email us if you need one!

We are always happy to exchange sizes, and will provide a pre-paid exchange label and re-ship your new choice (once per customer, please) free of charge (in the US only).  Contact us to receive an exchange shipping label.  If you live outside the US, please contact us for assistance.

Returns are for NEW hats ONLY!

Unfortunately, we do not offer refunds after a bonnet has been worn, soiled or washed.  However, if there is a manufacturing defect, we will repair or replace your hat.  Please contact us for details. Please note: if you send a hat back for repair, it MUST be laundered first!  Products submitted for repair that have not been laundered will be donated to charity and will not be repaired or replaced; you will not be notified.

What will my refund be?

Refunds (when approved) less the initial shipping charges (or costs --$8 within the US-- if you received free shipping), will be returned to the original credit card used within 30 days of refund approval, or you can request store credit.   If we sent you a return label to use, the $8 cost will be deducted from your refund.  Please note that we do not refund initial shipping charges or costs (if you used the free shipping option) under any circumstances.  If your return brings the value of your order below the threshold for free shipping, shipping costs will be deducted from your return fund as will any and all shipping costs we incurred during the return of your hat.  Keep in mind that exchanges are FREE!

If you requested an exchange, and then ask for a refund, your refund will be the initial amount paid less the initial shipping costs ($8 in US if you used Free Shipping), less the return label cost ($8) and less the cost of re-shipping ($8).  Thank you in advance for understanding.

I want to return my hat after 30 days.  What do I do?

After 30 days from the date of your original invoice (not the date you receive the order), we no longer accept returns except for cases of manufacturer defect.  All returns must be received within the 30 day timeframe for domestic (in the US) orders or within 45 days for international orders. If you ship an order back to us (even with an RMA) after 30 days, the order will NOT be refunded.  You will not be notified; the item(s) will be donated to charity.

If you return a hat that is soiled or has been washed or cleaned, you will not be notified; we will not refund and will donate product to the charity of our choice.

But, um, UB2, you messed up my order!

Of course, if we make an error with your order, then that's on us.  we'll do whatever we can to make you happy.

We just ask... if you do need to return or exchange something, please be kind.  We're not a giant faceless corporation &  we really like it when people are nice to us. Our mothers used to tell us that honey collects more bees than vinegar.  There's a little bitta truth in there.

PLEASE NOTE THAT WE DO NOT ALLOW REFUNDS OR EXCHANGES ON BLACK FRIDAY or DEEP CLEARANCE MERCHANDISE OR ON ANY CUSTOM OR SEWN TO ORDER ITEMS.

**You should consider using a trackable shipping service or purchasing shipping insurance on any returned items. We don’t guarantee that we will receive your returned item.  Please understand that if we do not receive the parcel, we cannot refund your order.