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FAQs

Hat Care

  1. To help your new hat maintain its ‘as new’ shape, always handle it by the brim rather than the pinch. Over time, rough handling can create holes, even in the sturdiest hats!
  2. When not in use, store your hat on a hook, a hat stand, or upside down on its crown. This will help keep the brim perfectly curved and ready for wear.
  3. Avoid leaving your hat in a hot car, particularly on dashboards or parcel shelves. Extreme heat, such as sunlight magnified through glass, can shrink, warp, and fade your favourite headgear. This caution also applies to heaters, lamps, and campfires
  4. Fur felt hats, like Akubra, are designed for all weather conditions. While rain won’t damage the felt, prolonged exposure can soften it and cause it to lose its shape. Dry your hats slowly and naturally; if necessary, steam can be used to reshape a quality fur felt hat.
  5. Keep your hats clean by using a soft-bristle brush (brushing anticlockwise) or wiping them with a damp cloth. Additionally, clean and condition the inner leather sweatband with high-quality leather care products.

Regular Cleaning: Brush your hat in an anticlockwise direction with a soft bristle brush to keep it clean and dust-free. For advanced cleaning, consult a specialist. 

Brushes are available to purchase online here.

Salt Water is Corrosive: If you wear your hat at the beach, in the water or anywhere there may be a high concentration of salt in the air, it is recommended that you give you hat a thorough wipe with a clean damp (not wet) cloth. Be sure to wipe the band and badge. You may need to do this a couple of times to ensure you have removed all the salt.

Inner Leather Sweatband Care: To prolong the life of the inner leather band, use leather care products for cleaning and conditioning.

Gentle Handling: Avoid pinching the front of the hat when putting it on. This prevents a sharp point from forming and will be the first place the felt will wear and result in a hole.

Maintain Shape: When not wearing your hat, store it upside down on its crown to keep the brim in shape, otherwise it will warp.

Reshape with Steam: Use steam (from a boiled kettle) to reshape the crown and prevent pinches and creases. Avoid steaming the inner leather sweatband, this may shrink the band.

Storage Tip: Best place to store your Akubra is upside down on the crown in an open space, not in direct sunlight. If storing in a cupboard, add cedar wood or mothballs to prevent insect damage. Avoid leaving in damp spaces for extended periods of time as mould can produce.

Use a Hat Stretcher: A Hat Stretcher is a great tool if you plan on storing your hat for any time or even if you just want to maintain the size. Depending on the condition of your hat, the Hat Stretcher can stretch up to 2 sizes. 

Hat Stretchers are available online here.

If your Akubra hat has lost its shape over time or you just want to tweak its look, steaming and reshaping it is the way to go. 

You’ll need a source of steam, like a kettle, garment steamer or a pot of water on the stove. 

Hold the hat over the steam, focusing on the areas you want to reshape. Move it around so the steam evenly penetrates the felt. You’ll notice the felt becoming more pliable—it should feel soft but not soaking wet.

Once the felt is soft, you can start reshaping. If you want to adjust the brim, gently bend it with your hands to create the desired curve. If your crown has lost its shape, use your fingers to push and mold it back into place.

Once you’re happy with the shape, let the hat cool and dry completely. Placing it on a flat surface or a hat stand will help it hold its new form. Avoid wearing it until it’s fully dry.

Size Guide

Heads come in all sizes, and in a surprising variety of shapes.

Although Akubra hats are adaptable, and will usually conform to differences in shape with a little wearing, it is essential that the size be correct for your head.

To determine your hat size follow these steps:
  • Measure the circumference around your head - approximately 12mm (1/2") above the ears
  • Keep the dressmaker tape level but not too firm, across the temple and above the eyebrow ridges.



NOTE: For in-between measurements use the next size up.

For an enduring fit with your new Akubra the following points should be considered:

  • The sheepskin inner band of the hat may shrink slightly with use. Do not expect a tight-fitting hat to 'loosen up'
  • In time, the hat will conform to your head shape. Initially, a slightly loose-fitting hat can be adjusted using hat filler placed behind the inner band, then removed as the hat conforms to your head shape.

Please read our "Hat Care" articles to ensure longevity for your Akubra Hat. 

We recommend you go at least one size up from your waist size.

To ensure the perfect fit for your new Akubra belt, begin by measuring around your high waist. If you're uncertain about the exact spot to measure, use your belly button as a reference point. It's recommended that you choose a size larger than this measurement to accommodate your trousers or jeans comfortably underneath the belt.

For instance, if your waist measures 36 inches, we suggest selecting a size 38-inch belt for optimal fit.

Shipping

Domestic Shipping: Domestic shipping fees are calculated at checkout.

New Zealand Shipping: International shipping fees are calculated at checkout. If your order is under NZ$1000 you will not need to pay import duties and taxes. If your order exceeds the threshold, it is the customer's responsibility to be informed of any local customs & taxes charges. These fees are not included in your order total and must be paid to your local customs office prior to receiving your order.

International Shipping: International shipping fees are calculated at checkout. There are no additional charges when the product arrives in your country. Duties and taxes will be paid for the following countries:

  • United States
  • Europe
  • United Kingdom

Enjoy free shipping on your first order within Australia when you sign up for our newsletter. Just pop your details into the newsletter form, and we’ll send a special welcome code straight to your inbox to use at checkout. 

It’s our way of saying thanks for joining the Akubra family!

Delivery times vary depending on the destination and the shipping method selected.

Domestic Delivery: Typically arrive within 1-3 days business days with StarTrack Express.

New Zealand Delivery: Typically arrives within 5-10 days business days with Australia Post eParcel.

International Delivery: Typically arrives within 5-10 days business days with DHL Express.

Our standard shipping time within Australia is 1-3 business days. Please allow extra time for rural areas. 

For international orders, expect a shipping time of 5-10 business days.

Shipping fees will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.

For additional questions about our shipping policy, please contact us at [email protected].

We do ship to most countries, however, there are a few that we are unable to send to.

Please note that international shipments can take 5-10 days.

If you have been waiting for more than 15 days  to receive your order, please get in touch with our team to investigate the issue.

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbours/building management who may have collected the package for you. Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

If you still are unable to locate the package, please reach out to the carrier.

If you need additional assistance, please email our team.

Lost Packages: We strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team on our contact form with your order number and any relevant details.

Damaged Packages: We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team on our contact form  within 48 hours of receiving the order and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

Order

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Click on the tracking number link or enter the tracking number into our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 8 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.

To apply a promo or discount code:

  1. Proceed to checkout and enter your code in the Discount Code field.
  2. Click Apply to see your new total before finalising your order.
  3. Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

Please email our team with your cancellation request as soon as possible.

You will receive confirmation of your cancellation if we’re able to make it happen.

After this period, we may not be able to cancel your order as it might already be in processing or shipment.

If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange once your order arrives.

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!

Returns

Our return policy allows returns for products purchased in the last 60 days.

If you'd like to proceed with a return, please visit our Return Portal.

Once your request is approved, you will receive a invoice to complete the purchase of your return label via email. All returns must be approved and processed with our company-issued return shipping label to ensure proper tracking and processing of the return.

Our return policy allows exchanges or store credit for unworn product products purchased in the last 60 days.

Please note that discounted and/or limited edition items are not eligible for return.

You can expect your return to be processed within 7 business days or fewer, after our returns department receives the returned item.

If you'd like to start a return, please visit our Return Portal.

No, we do not offer refunds. 

We offer exchanges or store credit within 60 days of purchase. To be eligible items must be returned in their original condition, with all tags and packaging intact. 

We are committed to ensuring customer satisfaction. If you receive a damaged or incorrect item, please contact us immediately at [email protected]. We will review the situation and strive to resolve the issue, which may include a replacement, discount, or store credit.

Once your return has been received and processed, you will be notified via email when the refund has been issued.

Please allow up to 10 business days for the refund to reflect in your account.

If for any reason your order is not as you expected, any international order outside New Zealand have to send back your hat for a refund and then re-purchase the desired style/size.

All items must be returned within 60 days from delivery. If the item has not been received back in this timeframe it will not be eligible for a refund. Items that have been in your possession for longer than 60 days are no longer classed as "new" and are not eligible for return.

To return an international order outside of New Zealand, please post to the below address:

Akubra Hats
Online Returns 
81-87 South Street
South Kempsey
NSW, 2440,
Australia

All products must not be worn outside or show any sign of use or misuse and returned in the original packaging. The hat box is designed specifically to protect the hat in transit and is essential if the hat needs to be returned.

We’re sorry your item(s) have been damaged throughout the delivery process! We’ll do our best to help.

Please email our team with an image of your damaged item for further assistance at [email protected]

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can! Please report to our customer support team on our contact us form. 

Account

Please make sure you’ve created your account and then activate your account to log in to the website. You should have gotten an email from us to activate the account.

Frequently Asked Questions

We want you to be able to find and buy the perfect Akubra Hat!

Akubra is proud to support small and local businesses across Australia. In fact, our hats are stocked in over 500 retailers nationwide, including many in rural and regional areas. We’re committed to ensuring our iconic hats remain accessible to the communities that have supported us for generations.

Please head to our "Find a Stockist" page to find a store near you!

https://akubra.com.au/pages/store-locator

Due to the high demand currently being experienced at the factory, we are unable to take any special orders at this time. 

However, we greatly value your feedback and suggestions regarding Akubra styles and if you wish to send them through, please email [email protected] and we will ensure they are passed on for consideration.

Thank you for your understanding and continued support.

Shopping for someone else but not sure what to give them? Give them the gift of choice with an Akubra Digital Gift Card.

Gift cards are delivered by email to the purchaser and contain instructions on how to redeem them at the checkout for you to forward to the recipient.

If you would like a Physical Gift Card you can buy one in our Kempsey Store. 

IMPORTANT: Gift Cards are non-refundable and valid for use only on the akubra.com.au website or Kempsey Store. Gift Cards are valid for 3 years from the date of purchase.

We understand that you are wanting your hat to be cleaned, reshaped or stretched but unfortunately we are currently not offering this service at the our Workshop. We apologise for any inconveniences this may have caused but please head to our Help Center to see the list of Authorised Refurbishers around Australia. 

If you have any further questions, please don't hesitate to reach out via email at [email protected].

Unfortunately, Akubra does not offer Workshop Tours due to safety reasons, as our facility contains heavy machinery. However, customers are welcome to visit our Kempsey store, conveniently located within the Workshop!

Akubra Hat Refurbishers

Strand Hatters PAUSED UNTIL FEB 2025
Shop 8 Strand Arcade, 412 George Street, Sydney NSW 2000
Phone 02 9231 6884
Email [email protected]
Website strandhatters.com.au
Services  Re-shaping, cleaning, steaming, stretching, satin linings, attach chin straps (conditions apply)

Gouge Dry Cleaners
441 Swift Street, Albury NSW
Phone  02 6021 3705
Services   Dry Clean, steam, reblock

Brisbane Hatters PAUSED UNTIL FURTHER NOTICE
Brisbane Arcade, Brisbane, QLD
Hours 9 am - 5 pm (Monday to Friday)
Phone   07 3211 5575
Email  [email protected]
Services  New leather sweatbands, new cloth sweatbands, replacement outer bands, minor cleaning, minor reshaping. Stretching (under certain conditions).

Keith Boucher Hat Repairs
Phone  0410 252 626
Services   Cleaning, reblocking, new bands and general repairs

Brown Gouge Dry Cleaners
154 Herries Street, Toowoomba QLD
Phone  07 4638 1511
Services   Dry Clean, steam, reblock

Joe's Shoe Repairs
28 Eva Street, Coorparoo QLD
Phone 07 3342 1525
Services  Hat stretcher, replace inside bands

Hat Cleaning & Repairs
Shailer Park QLD
Email [email protected]
Services   Clean, stiffen, reblock, invisible mend small holes, renew brim edge trims, renew inside bands, renew exterior dress bands, renew satin linings and stretching under certain conditions.

Adelaide Hatters
47 Adelaide Arcade, Adelaide SA
Phone  08 8224 0131
Services   Re-Shaping, re-stiffening, cleaning, steaming, stretching, replacing brim edge trim, re-size brim, replace inner band, satin linings, attach chin straps

City Hatters PAUSED UNTIL MID 2025
211 Flinders Street (under Flinders St Station) Melbourne VIC
Phone  03 9614 3294
Services  Light cleaning / steaming, stretching, and attaching chin straps (conditions apply)

Serena Lindeman
Room 602   37 Swanston Street, Melbourne VIC
Phone  0418 145 749
Services  Re-model, replace inside & outside bands

Fortin Hats - Becky-Jane Fortin
P.O. Box 8029 Shepparton VIC 3630
Phone  0423 017 355
Website fortinhats.com
Services Re-Shaping, re-stiffening, remodelling, cleaning, stain removal, invisible mending, steaming, stretching, replace outside bands, replacing brim edge trim, re-size brim, replace inner band, satin linings, attach chin straps

Simon Martin Whips and Leathercraft
306 Mersey Main Rd., Spreyton, TAS 7310
Phone 03 6427 3946
Email  [email protected]
Services   Re-Shaping, re-stiffening, cleaning, steaming, stretching, replacing brim edge trim, re-size brim, replace inner band, satin linings, attach chin straps 

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