Returns and Exchanges

To ensure the safety of our staff and community, we have minimized personnel in our shipping and customer service departments. You may experience delays in shipping/deliveries as a result.
Returns & Exchanges will experience processing delays until further notice. We have extended our Returns/Exchanges window indefinitely to accommodate for any response delays you may experience.
Our priority continues to be the health and wellbeing of our staff and community, and we’re committed to taking every action necessary to prevent the spread of Covid-19. We appreciate your patience during this unprecedented time. We are here to help you and will continue to do so as long as possible.

Tilley offers refunds or exchanges on orders placed within 30 days of the date of purchase. Please submit your request by selecting the type of return you wish to complete and completing the form with all the required information. Please note customers are responsible for return shipping costs.


Most Tilley hats are Guaranteed for Life against normal wear and tear, poor workmanship or faulty material. If your hat experiences any of these issues, please submit your request by selecting the type "Guaranteed for Life" and completing the form with all the required information.

Some Tilley garments are covered under our Guaranteed for Life policy. Please look at the label in your garment to see if your item qualifies.

Some Tilley socks are covered under a 3-year guarantee, with proof of purchase. Please indicate the date of purchase in the Reason for Repair/Replacement.

Shipping & Handling
While your replacement hat is itself free of charge, we do require a shipping & handling fee be applied for all hat Guaranteed for Life repairs or replacements.

  • Hats and clothing are £6.00 per item for UK addresses, and £15.00 per item for European addresses
  • Socks are £3.00 per pair for UK addresses, and £6.00 per pair for European addresses

Effective August 1st, 2020
Tilley will only accept Guaranteed for Life requests through Any requests submitted outside of the electronic portal will not be accepted. Should you have any questions, please contact the Tilley Customer Service Department by email at or by phone Monday to Friday 9.00AM to 5.00PM GMT at +44 (0) 1326 574402. Excluding UK Bank Holidays.

We will review your request and send you an email with next steps within 5 business days. Upon approval, you will receive a return authorization RMA# (Number) which is required in order to complete your request. Please do not send your package to us without a return authorization RMA# (Number) as it will be returned to sender and we will not be responsible for return shipping fees.

Once your package is received with authorization, please allow up to 2 weeks for your request to be completed.

For assistance or questions, please call the Customer Service team at +44 (0) 1326 574402. Our hours of operation are Monday to Friday 9.00AM to 5.00PM GMT.


New, unwashed, unworn items must be returned for refund or exchange within 30 days of the original purchase. Refunds will be tendered to the original payment method. E.g. If a Gift Card was used to purchase items than refunds will be issued back to a Gift Card. Refunds will not be issued for original shipping costs.


Only hats and select clothing items with the designated “Guaranteed for Life” label will be considered for replacement. Customers must provide photos to identify the eligibility of the item, as well as proof of destruction of the item upon request once approval is granted. Customers are responsible for all shipping fees. Your hat will be replaced with the same model, or a designated replacement style as selected by Tilley, in the case of a discontinued model.

Shipping & Handling
A $20 shipping & handling fee applies for all hat Guaranteed for Life repairs or replacements. For socks, a $8 shipping & handling fee applies.

In the event of replacement, Tilley will exchange the existing item with the same model/colour and size. Should the item be discontinued, Tilley will replace the item with the nearest comparable model, and will provide notice upon approval.

Packages sent without RMA# (Number) clearly identified on the exterior of the package will be refused and returned to sender at the shipper’s cost. Processing times may vary due to increased volumes in peak seasons and are contingent on the provision of all required information from the customer. Requests will not be shipped until all requirements are met by the customer. Tilley will not be held responsible or liable for any lost or stolen packages in transit. Please contact your carrier to settle any shipping issues.

Tilley reserves the right to determine if an item qualifies for a repair or replacement under the Guaranteed for Life policy.