What happens if my package is lost or arrives damaged?Updated 12 days ago

Lost packages: If your order appears to be lost in transit, contact our Customer Care team with your order number and relevant details so we can investigate.

Damaged, faulty, or incorrect items: All items are quality controlled before dispatch. If an item you receive is damaged, faulty, or incorrect, submit a request through the Akubra Returns Portal. Select the appropriate reason, including faulty item, and complete the return process through the portal. Our team will assess the issue once the item is received. Where an item is deemed faulty due to a manufacturing fault within six months of purchase, we will arrange a repair or replacement where appropriate. If it cannot be repaired and a replacement is unavailable, we will offer a refund to your original payment method. Items damaged through normal wear and tear, accident, failure to follow care instructions, or misuse will not be considered faulty. Nothing in this policy limits or excludes any rights you may have under applicable consumer law.

Outer packaging only: If the parcel packaging is damaged but the item inside is not, contact our Customer Care team with your order details so we can review the delivery.