Q. What products do you sell?

A. We only sell extra large hats that comfortably fit those of you with larger than normal head sizes, including baseball caps (both single colour and two-tone colour ranges), bucket hats, and polar fleece beanies.

Q. What size are your hats?

A. Our hats are specifically designed to comfortably fit those of you with larger than "normal" head sizes. To find out the actual size range that our products will fit, please visit our Hat Sizes page.

Q. Where can I buy your products?

A. At this time you can only purchase our hats online. We are considering our options about whether or not to establish a relationship with a like-minded retail outlet which would have a presence in most of the capital cities in Australia.

Q. How do I care for your hats?

A. We recommend that you hand-wash our hats in warm water with some washing powder, and allow them to drip-dry. This will retain the shape of the hat better than if you were to machine wash the item.

Q. Are you planning to extend your product range?

A. Yes. We hope to firstly extend our product range by introducing a "Logo Caps" Category before the end of 2008. We are hoping to receive Feedback from our customers so that we can create a suitable range of logos.

Q. What if I want a colour that is not available on your website?

A. Please Contact Us and let us know of any different colours you may wish to buy. We would be more than happy to introduce new colour ranges should there be a demand for them.

Q. Why do you offer free logo branding on your products?

A. We offer you the choice of our own logo embroidered on all of our products or a plain version of the same item for the same price. We simply want our brand to become well known, so we offer this free branding in the hope that more people get to know about us.

Q. What does your logo represent?

A. Our logo represents an outline of the Australian Mainland (in our National Colours) which incorporates a sporting figure wearing a "Big Aussie Hat", and a star to represent the island State of Tasmania (from the Southern Cross on our Flag).

Q. How do I make an order?

A. Firstly you browse our product range and "Add" any products you wish to buy to your "Shopping Cart". When you are ready to "Checkout" you will be either asked to login (if you are an existing customer) or establish a new account with us. Creating a new account is quite simple, but it is necessary so that we know your contact details for any current and future purchases that you may make.

Q. Can I track my order?

A. Yes. Our website allows you to track any current orders to find out what is happening. You simply need to login to My Account page and all your current & previous Order details will be available.

Q. What if I forget my password?

A. Click on the Forgotten Password page and submit your email address, and from this you will receive a NEW password. Please note that we are unable to send your EXISTING password via email due to security reasons, but feel free to change it back to the original password when you log back in.

Q. Do you have a minimum or maximum number of hats I can order?

A. No. You can order a single hat or you can order 1,000 hats! We will cater for any orders you would like to make. If you wish to order more than 20 hats, we would be very happy to negotiate a discounted wholesale rate. Please Contact Us directly if you are interested in buying a large number (>20) of hats.

Q. What if there is a problem with my order?

A. We have tried to do everything in our power to ensure that there are no problems, however there may be isolated cases where something goes wrong. In this situation please Contact Us as soon as possible and we will do everything to ensure a satisfactory outcome.

Q. What happens if I order an item that is not available?

A. Our policy is to ensure that all products listed on our website are actually in stock at the time you make an order. Therefore it is unlikely that you will ever order a hat that is not available. However, if unusual circumstances occur whereby we are unable to immediately dispatch your chosen item, we will do everything we can to ensure that you receive it as soon as possible.

Q. What payment methods do you accept?

A. You can choose either of the following methods to pay: 1) Direct credit card payment (VisaCard, MasterCard, American Express or Diners Club Cards accepted) via our secure server (provided by our Payment Gateway provider e-Path) 2) PayPal 3) Internet Banking 4) Direct Deposit at your local St George branch 5) Money Order or 6) Bank Cheque.

Q. How do I pay by Credit Card directly through your site?

A. After you choose to "Checkout" you will be prompted to follow our quick & easy 4 step Order process. Step 2 is called "Payment Information" whereby you will select your preferred method of payment. Simply click on "Credit Card" option > Continue and you will be briefly directed to the e-Path secure server to input your credit card details. Our exclusive secure e-Path system utilises full strength SSL to protect the connection between you and our own e-Path payment gateway.

Q. Is it secure to pay by Credit Card through your website?

A. Definitely. We use the highly secure e-Path system which utilises full strength SSL to protect the connection between you and our own payment gateway. More information is available in the Website Security FAQs.

Q. How do I pay using Paypal?

A. Choose "Paypal" payment option when during the "Checkout" process. You will be redirected to the Paypal website where you must login and make payment.

Q. How do I pay by Internet Banking?

A. This payment option is only available to Australians. You must have already setup an internet banking facility attached to your normal bank account. Typically this type of facility will have a "Pay Anyone" option which will allow you to transfer funds to our own bank account. Details of our bank account will be provided during the Order process. Please provide your name or Order Number as a reference.

Q. How do I pay by Direct Deposit?

A. This payment option is only available to Australians. In order to make a Direct Deposit you can visit your local branch of the St. George Bank and complete a deposit slip and pay over the counter. You will be provided all of our necessary bank account details via email once you have lodged your order online. After we receive this payment into our account, we will post your hats immediately.

Q. How do I pay by Money Order?

A. This payment option is only available to Australians. Money Orders can be purchased from your local Australia Post Office. Please forward the Money Order to our postal address which will be provided to you in the email sent as confirmation of your Order. After we receive this payment into our account, we will post your hats immediately. We are unable to accept International Money Orders due to the excessive fees charged by Australian Banks for processing this type of payment.

Q. How do I pay by Bank Cheque?

A. This payment option is only available to Australians. Bank Cheques can be purchased from any bank branch in Australia. Please forward the Bank Cheque to our postal address which will be provided to you in the email sent as confirmation of your Order. After we receive this payment into our account, we will post your hats immediately. We are unable to accept International Bank Cheques due to the excessive fees charged by Australian Banks for processing this type of payment.

Q. Do I have to pay tax?

A. All orders shipped to Australian destinations are subject to 10% GST, which have already been added to the prices you will see online. All orders shipped outside Australia are GST free.

Q. Where will you deliver your hats to?

A. We will gladly dispatch our Big Hats to absolutely any of the 195 Countries (that we know of) on earth.

Q. How much does shipping cost?

A. The "Easy Shipping Costs" box on the home page explains the following cost structure:

Australian Destination: If you buy 1 or 2 hats you will be charged a flat rate of $6 AUD. If you buy 3 or more hats you will receive FREE SHIPPING.

International Destination: If you buy 1, 2 or 3 hats you will be charged a flat rate of $12 AUD. If you buy 4 or more hats you will receive FREE SHIPPING.

Q. When will my item be shipped?

A. Once we have received payment we will dispatch all deliveries within 48 hours. You will receive an email notifying you that your goods have been dispatched via Australia Post.

Q. When will my item arrive?

A. We would expect that you receive your hats within 3-7 days (inside Australia) or 7-12 days (outside Australia.

Q. Can I insure my shipment?

A. Yes you can insure your items, however we do not at currently have an option available to do so via our current "Checkout" process. Therefore if you wish to insure your items please Contact Us and we would be happy to provide you with with a quote for this service (the price varies depending on the destination). You should however be aware that Australia Post is a very reliable postal service, and parcels rarely go missing in transit using their Standard Air Mail service. The choice however is yours.

Q. What happens if my delivery does not arrive?

A. If your delivery does not arrive say 3 weeks after you receive your email confirming that the goods have been dispatched, please Contact Us.

Q. How much do your hats cost in my own currency?

A. There is a "Choose Currencies" drop-down list located at the top of our Home Page. We have available 147 different currencies to choose from, so you easily see how much our products cost in your own currency.

Q. How often do you update the currency exchange rates?

A. This is a manual process which we undertake once every 24 hours.

Q. Will the price I see in my own currency be exactly the final price I pay?

A. Probably not. The exchange rates we provide on our website can at best be considered a close estimate of the final cost in your own currency. The final amount paid however will be in Australian dollars, so the eventual amount that you will pay depends on the exchange rate used by your chosen method of payment. You can however expect the amount shown to be close to the amount you will pay, so long as there have been no major exchange rate fluctuations since we last updated the rates on our website.

Q. Is your website secure?

A. Yes.

Q. Can I safely use my credit card to make payment?

A. Yes. We use the highly secure e-path gateway.

Q. What is this "Other Products Online" all about?

A. As a Resource for those of you with extra-large craniums, we have researched & added links to Other Big Head Products that we have found on the internet..

Q. How many big heads are there?

A. Whilst there are no exact statistics regarding how many big heads in the world, there is online research to suggest that as much as 10% of the population have a head size larger than normal.

Q. How big is my head?

A. Please go to our Hat Sizes page where you can view our information suggesting How to Measure your Head Size.

Q. What if I am not happy with an item/s that I have bought?

A. Here at Big Aussie Hats we believe that no-one should have to pay for a product that they are not completely happy with. For this reason we have decided to provide all customers with a "100% Money Back Guarantee" on all our products, with no questions asked. This means that if you are not full satisfied with the hat/s you receive from us, simply return them and we will give you a full refund (less the original postage cost).

Q. How do I return a hat that I am dissatisfied with?

A. Please post the item/s back to us within 21 days of receiving the email confirming delivery. Our address is Big Aussie Hats, PO Box 326, Lake Cathie, NSW, 2445, Australia. We would also appreciate if you would print out and fill in our standard Returns Form (pdf) to be included with the hat/s.

Q. Can I exchange an item?

A. Yes. Simply return the item you do not want, including a Returns Form (pdf) with the item, and clearly indicate that you would prefer a different item rather than a refund.

Q. Can I request how an item will be refunded?

A. Not if your original purchase was made via the Paypal website (either by Paypal transfer or Credit Card). In this case we must make any refunds via the Paypal website in order for us to receive a refund for the Paypal fee that was deducted from your purchase cost.

Q. Will you give my personal information to anyone else?

A. No. We will never, ever, ever give your personal information (name, contacts details etc) to anyone under any circumstances, expect in the very unlikely event that we are required to by law.

Q. Where can I find out more information about how you deal with my personal details?

A. Please click on our Privacy Policy page to find out more details regarding this issue.

Q. What is your policy regarding Feedback/Contact from customers?

A. We welcome and feedback or questions that anyone wants to send us. In fact, we actively encourage any communication that will help us improve our offering to customers, no matter how small or trivial an issue might seem to you. Please let us know exactly what you think at all times.

Q. What options are available for providing Feedback or making Contact?

A. Please go to our Contact Us page where you will be able to email us directly, mail us directly, or submit details via our Web Form.

Q. How long will it take for you to respond?

A. We will try to contact you immediately where possible, however our general policy is that we never take any more than 24 hours for a response.