Frequently Asked Questions

 

 What should I do if the brim of my hat starts to curve?

If the brim of your hat starts to curve you can flip the brim up and run your hand around it in a circular motion, until it retains its flattened shape.

What should I do if I get my hat wet?

We don’t recommend getting your hat wet, but we understand mistakes happen. If your hat does get wet, flip the brim up and allow to air dry in a sunny spot without too much humidity. Once dry run your hand around the brim in a circular motion to keep the shape.

I received the incorrect hat, what should I do?

We’re sorry for sending you the incorrect hat. We want to get you your original order right away! Please email us at lociandfriendsco@gmail.com with your order number and a picture of the hat you received. We will get back to you with any questions and will send you your correct hat.


How much does shipping cost?

All orders shipped in the U.S are free.

International Shipping is $49 for most countries.

Media Inquiries and Ideas

Do you want to get in touch for a media inquiry or to share a great idea? Shoot us an email at lociandfriendsco@gmail.com and include the subject line, Media Inquiry or Brilliant Idea!

It looks like I have been charged multiple times for my single order.

Sometimes if you had to try multiple times for a payment to go through, or if you tried one payment method and then switched to another, your payment system will show multiple charges.

The additional charges will disappear once the purchase has been processed. If you are still concerned that you may have been charged multiple times, please email us at lociandfriendsco@gmail.com.

 In that email please include:

• Your order number(s)
• A description of what you are seeing on your statement

I'm having technical issues trying to place an order on the website.

We’re sorry to hear about the technical issue you are experiencing on the website. Please send us an email at lociandfriendsco@gmail.com with the issues you are experiencing.

Please include:

• The technical issue, and what it is preventing you from doing
• Your name
• Contact information

Straw Hat Irregularities vs Defects

We pride ourselves on offering high quality hand-woven straw hats. Each hat is unique, just like the person weaving it. While some may deviate from others, they still have the Loci and Friends brand essence.

Here are traits that are common irregularities:

• Small holes in the weave of a hat
• Individual broken straws that can be trimmed

Here are the traits we look for in a hat containing defects:

• Holes that you can fit your pointer finger through
• Groups of broken straw that are forming a hole you can fit your pointer finger through
• Deformation due to a hat being squished
• Large cracks at the top of the hat
• Crooked patches

What is the hat size?

• 5" Brim.
• 5" Crown Height
• Fits 55 to 59 (CM)
• Fits 21.5 To 23.5 (IN)

How long does shipping take?

1. Standard Shipping arrives in 2-7 business days depending on location. Please allow 1-2 business days to process.

2. FedEx Priority Shipping arrives in 1-5 days, weekends included, depending on location. Please allow 1-2 business days to process. No PO Boxes.

3. FedEx Express Shipping arrives in 2 business days. Orders will ship out same business day if placed by 1 pm PST. No PO Boxes.

4. International Shipping varies depending on location, please contact lociandfriendsco@gmail.com for a specific quote.

Orders placed during the weekend or over holidays may take additional processing time.

Please note, Loci & Friends Company does not guarantee specific delivery times. Shipping times are estimated and may vary depending on order processing time and the distance of the shipping address from our warehouse in Orange County, California.

How do I change my order?

You must cancel or make changes to your order within 1 hour of placing it via your order confirmation. Between the hours of 9am - 5pm (PST) please email us at lociandfriendsco@gmail.com

When will my order ship?
All orders are shipped within 24 - 48 hours from order confirmation time Monday – Friday, 9 am – 4pm PST. Orders placed during the weekend or holidays may take additional processing time.

Once processed, please allow 3 to 8 business days for shipping.

Please note Loci & Friends Company does not guarantee specific delivery times. Shipping times are estimated and may vary depending on order processing time and the distance of the shipping address from our warehouse in Orange County, California.

How can I track my order?

Once your order has been shipped you will be emailed a tracking number. When you receive your tracking number, please allow 24 hours for the shipment to show up on the carriers site.

How do I return an item?

You have 30 calendar days to return an item from the date you received it.

To be eligible for a return, your item must be unused and in the same condition you received it.

When sending your item back for a return, please include:

• Packing Slip or Order Number
• Reason for Returning Item
• You will be responsible for paying your own shipping costs to return your item.

Please send returns to:

Loci & Friends

3107 Calle Quieto

San Clemente, CA 92672

We will notify you when we have received your returned item for inspection. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your credit card. You will only be refunded for the purchase price of the item, not including tax and shipping.

Please allow up to seven days for the credit to appear on your statement.

How do I exchange an item?

To exchange your item for a different style, please treat your order as a return. Once you have returned your item, place a new order for your preferred item.

 You have 30 calendar days to exchange an item from the date you received it.

To be eligible for an exchange, your item must be unused and in the same condition you received it.

When sending your item back for an exchange, please include:

• Packing Slip or Order Number
• Reason for Exchanging Item

Please send exchanges to:

Loci & Friends

3107 Calle Quieto

San Clemente, CA 92672

You will be responsible for paying your own shipping costs to exchange your item.

My hat was damaged in shipping, how do I get a replacement?

We’re sorry about the damages to your hat and want to get you a new hat right away! Please email us at lociandfriendsco@gmail.com, within 15 calendar days of receiving your order.

In that email please include:

• Your Name
• Order Number
• Pictures of the Damaged Box and Hat
• Shipping Address

How do I cancel my order?

You must cancel your order within 1 hour of placing it. Every effort will be made to accommodate the cancellation of your order.

You can view your order status by clicking on the link sent in your order confirmation email. You have the option to edit and cancel within the 1 hour time period.

In the event that a cancellation was submitted, and your order was shipped out after, we will gladly refund the complete balance charged including shipping. However, if the cancellation was documented as received after the order was shipped, we will refund only the item price.

I lost my drawstring ball-clasp, how can I get a new one?

No worries at all, we know it happens. If you have lost your ball-clasp or it broke, send us an email at lociandfriendsco@gmail.com explaining what happened and we'll help get you a new one.

Are the hats waterproof?

As our hats are made of straw, they do not hold up well when brought into contact with water. A splash here or there won’t hurt them, but getting the hat wet will cause the straw to bloat and the under-brim to wrinkle. Once the hat has been in contact with water it is no longer covered under our warranty.

Where / How should I store my hat?

Your hat will hold up best if stored in a moderate climate. Too much humidity can warp the shape of your hat and an environment that is too dry can lead to the straw cracking.

When not in use, we suggest hanging your hat, or leaving it on a flat surface where it won’t get squished. Avoid storing in direct sunlight.


Are you taking on new wholesale partners?

Yes, we bring on new wholesale partners on a case-by-case basis. Please send an email to lociandfriendsco@gmail.com with the name of your business as well as:

• Location
• Type of Retailer
• Other brands you carry
• Website/social media pages

Does Loci and Friends make custom hats?

Unfortunately, we do not make custom designs or patches for our hats.

Are the hats UPF protective?

Yes! Our hats with the under brim liner have been given the highest rating of UPF 50+ for excellent UV protection. Under brim liner offers UV-A protection of 98% and UV-B protection of 99.6%.

My hat is tight, am I able to stretch it?

You are able to create a bit more space in your hat by balling up a towel or something that can put pressure on the band/bowl of the hat. You can leave it in for as long as needed and continue to adjust. The hats are durable, but still need to be treated gently.

We do not recommend steaming or misting your hat to stretch it.