Frequently asked questions
Everything customers ask us at the counter, in one place. If your question is not here, call or email — a person will answer.
Do I need an appointment for a custom hat?
Walk-ins are welcome for sizing, steam shaping and repairs. A full made-to-measure fitting is best booked ahead so the bench and the felt are ready for you.
How long does a custom hat take?
Felt hats usually take two to three weeks after the fitting. Straw hats are often same-week. We call or text when it is ready.
What does a custom hat cost?
Fur felt made-to-order starts at $395. Straw starts at $85. Cleaning or reshaping a hat you already own is $35 when no new parts are needed.
Do you ship?
Yes. Free U.S. shipping on orders over $49. Custom hats ship insured with tracking; we also ship to Canada on request.
How long does shipping take?
Orders leave in one to two business days and typically arrive in three to seven business days across the continental U.S.
What is your return policy?
Unused stock items can be returned within 30 days in original packaging. Custom-made hats, gift cards and personal-care items are final sale. Details are on the shipping and returns page.
Can you repair a hat I did not buy here?
Usually yes. Bring it in and we will examine the felt, sweatband and crown first, then quote before any work starts.
Do you buy or trade used hats?
Occasionally, in store only, subject to condition. Ask at the counter.
Which payment methods do you take?
Major credit and debit cards, cash in store, and PayPal on online orders.
Do you offer gift cards?
Yes, in store and by phone. Gift cards do not expire.
Do you do wholesale or bulk orders?
We take small bulk orders for local events and businesses, subject to stock. Email us with quantities and dates.
Where exactly are you?
118 Elm Street, East Aurora, New York 14052 — about 20 minutes southeast of Buffalo, with free street parking and a municipal lot one block north.