Return Policy

Every Swan River cap is made to order, one at a time. This shapes how returns work — please read this carefully before placing your order.

Our approach to returns

All Swan River hats and caps are produced on demand by our carefully selected production partner after you place your order. Because each piece is made individually for you — and not taken from existing stock — we are unable to accept returns or exchanges for change of mind, wrong size chosen, or colour preference.

This is the nature of responsible, made-to-order production: we don't hold excess inventory, and we don't contribute to the overproduction that defines fast fashion. It keeps our environmental footprint small — and it means every order is genuinely yours.

If your item is defective or damaged

If your order arrives with a manufacturing defect, a printing error, damage from shipping, or anything else that's clearly not right, we'll make it right.

Within 14 days of delivery, get in touch via our Contact page with:

Your order number
A clear photo of the defect or damage
A brief description of the issue

We'll liaise directly with our production partner. If the fault is confirmed, we'll either send a free replacement or issue a full refund — at your preference. We cover any shipping costs involved.

Wrong item received

If you received a different item than what you ordered, same process — get in touch within 14 days with a photo and your order number, and we'll correct it promptly.

Shipping issues

If your tracking shows the parcel as delivered but you haven't received it, check with neighbours and your local post depot first. If it's still missing after 7 days, contact us and we'll open an investigation with the carrier. We will replace lost parcels where the carrier confirms loss.

Size and fit

Most of our caps are one-size-fits-most with adjustable straps. The Hugo youth cap fits most children aged 4–12. If you're uncertain about sizing, please get in touch before ordering — we're happy to help you choose. Post-purchase size exchanges are not possible due to our made-to-order model.

Statutory consumer rights

This policy does not affect your statutory consumer rights under UK or EU law. Customers ordering from the UK or EU retain all rights to return goods that are defective, not as described, or unfit for purpose.