Client care
Frequently asked questions
Everything about ordering, shipping, sizing, and returns.
Orders
Can I change or cancel my order?
Yes, within 48 hours of placing it. Email hello@weareborntoroam.com with your order number and what you need changed. Once a hat leaves our facility we are not able to pull it back.
I never received a confirmation email.
Check your spam and promotions folders first. If it is not there, the email address may have been entered incorrectly at checkout. Send us your full name and the last four digits of the card you used and we will find the order.
Where is my order?
Track it at weareborntoroam.aftership.com using your order number. Tracking is emailed to you the moment your hat ships.
Will a sold out style come back?
Most styles restock within 90 to 120 days. Click "Notify Me When Available" on the product page and we will email you the moment it returns. Notified customers hear first, and popular colorways move quickly.
Shipping and delivery
How soon does my hat ship?
Orders are processed within 24 to 48 hours, then shipped by the method you selected. Delivery windows begin after processing, not at checkout.
What are the shipping options?
Standard takes 7 to 10 business days. Priority takes 1 to 2 business days. Overnight arrives the next day when you order before 12pm PST. Holidays are excluded from all three.
When is shipping free?
On every order over $185, shipped within the United States.
Do you ship internationally?
Not at this time. We ship within the United States only.
Tracking says delivered but my hat is not here.
File a claim through AfterShip Protection within 21 days of the tracked delivery date at weareborntoroam.aftership.com/protection. Protection has to be added at checkout for a claim to be filed. If it was declined, we are not able to replace or credit the order.
Returns and exchanges
What is your return policy?
You have 21 days from the day your hat is delivered to request a return or exchange. Every request goes through our portal at borntoroam.loopreturns.com. Requests made after day 21 are not eligible.
Do you give refunds?
No. Approved returns are issued as store credit, which arrives as a gift card you can put toward anything on the site. We do not refund to the original payment method.
What condition does the hat need to be in?
Unworn and unused, in original condition, returned with everything it arrived with. That includes the protective plastic, the dust bag, and any gift with purchase included in your order. Items showing wear, damage after delivery, or missing packaging are denied.
How long does processing take?
Allow 1 to 3 business days after your return reaches us for inspection and processing. We email you as soon as it is complete.
My hat arrived damaged or it is the wrong one.
Email hello@weareborntoroam.com with your order number and photos of the issue, or open a request directly in the returns portal. These are handled ahead of the queue.
Product and sizing
How do I find my size?
Every product page has our sizing tool. It uses your phone to measure your head and returns your size in under a minute, which is far more accurate than guessing from a chart.
What if I am between sizes?
Every hat has an adjustable inner band strap, so a slightly loose fit can be taken in. Size up rather than down when you are between two.
What are your hats made of?
Our straw styles are 100% toquilla straw with a premium satin lining and an adjustable inner band. Materials for every other style are listed on its product page.
How do I care for my hat?
A care guide ships inside every hat box. It covers cleaning, handling, and storage for your specific style, so keep it with the hat and follow it before trying anything else.
Payment and promotions
What payment methods do you accept?
All major credit and debit cards, plus Shop Pay and Afterpay at checkout.
My discount code will not apply.
Only one code can be used per order, and some codes exclude sale items or specific collections. Check the terms that came with your code. If it still will not take, email us before you place the order.
How do I use my store credit?
Your credit arrives by email as a gift card code. Enter it in the discount field at checkout. It does not expire and it can be used across more than one order.
Contact and company
How do I reach a person?
Email hello@weareborntoroam.com. Include your order number and we will come back to you within one business day.
Do you work with creators?
We do. Fill out the form at our affiliate page and our team will review it.
No question matches that. Email us and we will answer it directly.