Return Policy
We genuinely care about our customers. If there’s an issue with your order/product, we’re happy to offer assistance.
Returns & Exchanges Policy
We stand behind the quality of our products and aim to provide a fair and consistent return process for all customers. Please review the policy below before initiating a return.
Return Window
• Returns must be initiated within 30 days of delivery
• Return requests submitted after 30 days will not be accepted
• Initiating a return does not guarantee approval
Once a return is approved:
• Items must be shipped within 7 days of return approval
• Tracking must show carrier acceptance within this window
• Returns shipped after this timeframe will be denied
Return Eligibility
To be eligible for a return, all of the following conditions must be met:
• Item is unworn and unwashed
• Original tags are attached
• Original packaging is included, intact, and undamaged
• All protective materials are present including boxes, tissue, inserts, and the original cardboard liner inside the hat
• Item is free from odors, stains, creasing, damage, or signs of use
If any of the above conditions are not met, the return will be denied.
Non Returnable Items
The following are NOT eligible for return, refund, or store credit:
• Worn or washed items
• Items missing original tags
• Items returned without original packaging
• Items returned with damaged or destroyed packaging
• Items missing inserts, liners, or the cardboard liner inside the hat
• Final sale items or limited releases marked as non returnable
Return Inspection & Denials
All returns are inspected upon arrival.
If a return does not meet eligibility requirements:
• No refund will be issued.
• The customer may pick up the item in store or have it shipped back at their expense
• Customers will be notified and have 14 days to claim the item
Unclaimed items after 14 days will be forfeited and may be donated or discarded.
Return Shipping
• Customers are responsible for all return shipping costs
• Original shipping fees are non refundable
• We are not responsible for lost or damaged return shipments
Exchanges
Exchanges may be accommodated for eligible returns based on availability. All exchange items must meet the same return eligibility requirements.
Defective or Incorrect Items
If you receive a defective or incorrect item, please contact us within 48 hours of delivery with photos so we can resolve the issue.
In Store Returns
Returns may be done at our storefront during normal business hours. Items left outside the store or unattended will not be accepted.
Policy Enforcement
This policy is enforced consistently to ensure fairness to all customers. Exceptions are not guaranteed.
CLICK HERE TO START YOUR RETURN
REDO PACKAGE PROTECTION:
- By selecting Redo Package Protection at checkout, your order is protected from being lost, stolen, damaged or shipped incorrectly (Unless the incorrect shipping is a result of customer providing wrong shipping information)
- The Redo Package Protection cannot be removed from an order once the order has been placed.
- If you choose not to purchase Redo Package Protection, your package will not have shipping protection.
Defective or Damaged Items
In the rare event that you receive a defective or damaged item, please contact our customer service team immediately at wgteam@woodngrail.com. The damage or defect must be disclosed within 48 hours of confirmed delivery. For qualified items, We will work with you to resolve the issue as quickly as possible, whether through a replacement, repair, or refund. Only items that have not been worn will be eligible.
Final Sale Items
Please note that certain items may be marked as final sale and are not eligible for return. These items will be clearly labeled on our website at the time of purchase.
Contact Us
If you have any questions or concerns about our return policy, please don't hesitate to contact our customer service team at wgteam@woodngrail.com. We are here to assist you and ensure your satisfaction with every purchase.