Submit Return
Tilley offers refunds on new, unwashed, unworn, items within 30 days of the date of purchase. Items must be in their original state with tags attached. Clearance items, underwear, socks, and masks are ineligible for return.
Gift receipts and holiday season: items purchased any time between November 1st - December 31st can be returned until January 15th . Items returned with a gift receipt will be eligible for store credit in the form of a gift card. Refunds will be issued via the original method of payment.
No refunds can be processed without a valid receipt or gift receipt. Only merchandise bought at Tilley stores or Tilley.com can returned in store.
Looking to submit a Guarantee for Life claim? Please visit here.
RETURNS – How To
Returns just got a whole lot easier thanks to our new online return portal. Requesting a return is now quick and simple, you just need your Tilley order number and postal code!
We have provided a step-by-step guide below to show you how to complete a return, but if you still have any questions about this process, you can always email our Customer Service team who can help you out at tilleyca@tilley.com
STEP 1 – Request your Return.
-
Locate your Tilley order number (Looks like this: CA#####)
-
You should find this in either your order confirmation or shipment email.
-
If you placed your order using your Tilley account, you can also find it in the “Order history” section.
-
Click on the “REQUEST A RETURN” button Below.
-
Enter the Order number and the delivery Postal code and click “START A RETURN”.
STEP 2 – Select the Item(s) to return
-
Click on the item you want to return.
-
Eligible items will appear in white.
-
Ineligible items will be greyed out (last chance, underwear, masks, etc.)
-
Select the Reason you wish to return the item. Based on the reason, you may be requested to provide more information if you wish.
-
Repeat this step for all items from this order you wish to return.
-
Note: items from different orders will need to be returned on separate requests.
STEP 3 – Credit Method
-
Original Payment Method: a refund will be processed back to the original method of payment for this order.
STEP 4 – Review your Request and Submit.
-
If you are happy with your return request, click “SUBMIT RETURN”
-
You will receive a confirmation email shortly thereafter along with your return shipping label.
-
Print the label and attach it to your package. You will now have 28 days to drop off your package at your local FedEx drop point.
Once your package has been successfully delivered to our warehouse, you will receive a confirmation email, along with refund. Please allow up to 10 business days for refunds to appear back in the original account.
Tilley Return Policy – Loop
Tilley offers refunds on new, unwashed, unworn items within 30 days of the date of purchase. Sorry, no returns will be accepted on last chance items, masks, face shields, underwear or socks. Please note original shipping fee is nonrefundable.
Please note that we no longer offer exchanges as a return option.
Tilley will provide a FREE return shipping label to customers within the US and Canada for all returns. Customer will receive the full refund to their original form of payment.
Once your refund has been processed, please allow up to 10 business days for the funds to be available in your account
Please keep in mind that once you submit an order, it cannot be combined, modified, or cancelled. We kindly request that you thoroughly review your order before submitting it.
At Tilley, we strive to ship your orders as quickly as possible. Order processing and packaging take place from Monday to Friday during standard business hours. Our goal is to process all orders within 2 business days of the order date. However, during peak periods of high volume, such as free shipping promotions, Fathers Day, Black Friday, Cyber Monday, and holidays, processing times may extend up to 5 business days. Please factor in additional time for your order to ship based on the shipping option you have chosen.
We exclusively utilize FedEx Ground for shipping all orders, which typically takes 5-7 business days for delivery. We recommend using FedEx Ship Manager to conveniently schedule your delivery.
During high volume periods, we advise allowing extra time for processing and shipping. We kindly request your patience and understanding during these busy times.
SHIPPING & HANDLING
Shipping and handling times are calculated based on when your order departs from our warehouse. Please refer to the following information regarding shipping costs and postal service options:
| PURCHASE TOTAL |
SHIPPING COST |
POSTAL SERVICE |
| $99.00 & more |
FREE |
FedEx Ground (5 – 7 business days) - (No PO Box Delivery) |
| $0 - $98.99 |
$15.00 |
FedEx Ground (5 – 7 business days) - (No PO Box Delivery) |
If you need assistance with managing your shipping, you can visit the FedEx website to learn more about their services.
Should you have any further questions or inquiries, please feel free to contact us via email tilley@tilley.com or call 1-800-363-8737. We are here to assist you.
PORCH PIRACY
With the growing popularity of online shopping, the number of packages delivered to homes is increasing daily. Unfortunately, this rise in deliveries has also led to an increase in missing or stolen packages, raising concerns about package security.
Tilley takes responsibility for your package until FedEx confirms its delivery to the provided location. However, if your package goes missing or is stolen after confirmation, Tilley cannot be held accountable for replacing it.
To address these concerns, we recommend using FedEx Delivery Manager®. This tool empowers you to request alternative delivery options, such as scheduling deliveries when you are available or selecting a nearby location for secure package pickup instead of leaving it on your porch. FedEx Delivery Manager offers convenient and secure package management nationwide.
INTERNATIONAL SHIPPING
For international shipping, please visit our US website. Please note that all orders are shipped from our warehouse in Ontario, Canada. It is important to be aware that Tilley is not responsible for any duty, taxes, or fees imposed by the importing country.
Thank you for choosing Tilley, and we appreciate your understanding and cooperation regarding our shipping policies and procedures.
Some Tilley hats are Guaranteed for Life against normal wear and tear, imperfect workmanship, or faulty material. If your hat experiences any of these issues, please submit your request by selecting and completing the “Guaranteed for Life” form below. Next steps will be provided within 5-7 business days.
TERMS & CONDITIONS
Only hats 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. All qualifying replacements are subject to a non-waivable handling fee.
Note: Tilley Endurables only accepts Guaranteed for Life requests through Tilley.com. 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.
Packages sent without prior authorization 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 replacement under the Guaranteed for Life policy.
Note: If your Original Order Number is unknown, please leave blank.
