Frequently Asked Questions

Hat Questions

Go to our hat registration page and fill out the form to register your new Tilley hat. You must register your hat within 90 days of purchase.

What you need to register:

• Name, mailing address, and email address

• Your hat style, colour, and size information. These details are on your hat hang tag.

• The name of the store you purchased your hat, the date of the purchase, and the transaction/reference number on the receipt. If you purchased from Tilley.com, you will need your order confirmation number.

The Tilley hat fits more comfortably than other hats. It’s designed to be worn low on your head and slightly loose. It should be held on by gravity, not by painful pressure on your forehead. When it’s windy, use the cord.

• Spread the knots on the back cord as far as possible.

• Gently pull on the front cord until the back cord is taut (stretching from eyelet to eyelet).

•With the back cord behind your head, put the hat on and adjust the back cord to the desired tightness.

The wind cord allows you to wear your Tilley hat comfortably, yet securely. In light winds, place the double section of the cord snugly behind your head. In heavy winds, also place the single cord under your chin.

To tighten the back cord, slide the knots away from each other.

Slide the knots towards each other until they’re about two inches apart. With a flick of your wrist, plop the cords into the crown. You can also tuck part of the cord into the pocket in the crown.

When the hat is dry, simply re-stretch it by putting your knee in the crown and pulling firmly on the opposite side. Although we have pre-shrunk the hat, the cotton and hemp will always contract and expand, much like denim jeans. Whenever you'd like the hat a bit looser - on those hot, muggy days for instance - take it off and give it a quick re-stretch.

It is a combination of features, but primarily it's the floatation device in the crown of the hat, and sometimes also in the brim.

Each hat is a bit different and some hats are not washable - so always check the label in your Tilley hat. Most Tilley hats have their care instructions printed on the woven label in the crown. Care instructions are also found on each product page on www.tilley.com.


Your best defense against sweat stains is frequent cleaning. Please care for your Tilley hat as noted on its label, and do so regularly to keep sweat stains at bay.

There is no universally applicable way of getting sweat stains out once they occur. Perspiration is composed of many chemicals, and the composition of each person’s sweat is unique. However some Tilley fans have success with Palmolive® dish detergent and warm (not hot!) water. Once the hat is wet, pour the detergent directly on the stained area and use a soft brush, even a toothbrush, to scrub the area. Rinse in cool water, reshape, and let it air dry.

Do not bleach or use a detergent with any type of whitener. This will damage the fabric of your hat and results can be very unpredictable. Bleaching a Tilley hat will invalidate the Tilley hat guarantee.

There sure is, please download our Owners Manual for your continued use and reference.

Sun Protection Questions

Most Tilley fabrics have been tested and rated for the UV protection factor given for fabrics. The UPF rating factor is listed in the product page. Most Tilley fabrics have been rated UPF 50+, the maximum rating given. If no UPF rating is listed, it means the fabric is too sheer to provide at the minimum a good UPF rating.

UPF stands for Ultraviolet Protection Factor. A UPF rating is granted to apparel or gear that has been tested and proven to block a certain amount of ultraviolet radiation. UPF is similar to SPF, except that UPF means UV testing was conducted with equipment rather than on people's skin. SPF rating only applies to lotions applied directly to the skin, not fabrics.

Fabrics are assigned a UPF rating number and a protection category depending upon how much UV radiation they block out.

• UPF 15-24 is “GOOD” UV protection, blocking out at least 93.3% UV radiation.

• UPF 25-39 is “VERY GOOD” UV protection, blocking at least 96% of UV radiation.

• UPF 40-50+ is “EXCELLENT” UV protection, blocking 97.5% or more UV radiation.

• UPF 50+ is the MAXIMUM rating given.

We don’t recommend that. While the fabric of most Tilley hats is rated UPF 50+, some sun can still come through the 3/4" mesh & the grommet holes. This is all relative to where the sun is positioned in the sky (the time of day), as well as how much sun is being reflected from the surface of water, sand, snow, pavement, etc. The UV rating refers to the ability of the fabric to block the sun, not necessarily how much protection the person under it receives.

In addition to wearing a Tilley hat and UPF rated clothing, we strongly recommend the use of sunscreen with a minimum SPF rating of 30, as well as wearing sunglasses with UV filters.

Return Questions

With the exception of clearance items, underwear, masks, and face shields, Tilley offers refunds on orders placed within 30 days of the date of purchase. Please review our policies and complete the returns form with all the required information.

We will respond to your request by email with next steps within five business days.

Some of our hats come with a Guarantee for Life. This is printed in the woven label inside the hat. We’ll repair or replace your hat if it is damaged due to:

• normal wear and tear

• poor workmanship

• faulty material 

Your Tilley hat will not be freely repaired or replaced in the case of:

• misuse and improper care

• fading

• staining

• grommet patina

• shrinking

• frayed wind cords

Tilley customer service department reserves the right to determine what constitutes normal wear and tear, poor workmanship, faulty material, misuse and/or improper care.

If the reason for your return is due to normal wear and tear, faulty material, or poor workmanship, please fill out the form on the return page. We will review your information and provide you with next steps by email within five business days. 

If the hat is damaged from improper care or abuse (mold or mildew included), it will not be repaired or replaced. Colour fading, stains, grommet patina, and frayed wind cords are all signs of a well-worn and well-loved hat and do not signal a defective hat. If you think your hat has experienced shrinkage, you can stretch it back by placing it over your knee and giving a good pull.

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

Some Tilley garments are covered under our Guaranteed for Life policy, which will be noted on the item’s label. Please use the refunds form and provide all the required information.

Some Tilley socks are covered under a one- or three-year hole-free guarantee, with proof of purchase. Please indicate the date of purchase when you submit your request using the refunds form and provide all the required information.

A member of the Tilley team will be in contact with you by email within five business days with next steps.

Hat & clothing replacements can take 4 – 6 weeks to process. We promise we are working hard to unite you with your apparel so you can continue your adventures.

Do you still have questions? Contact us at 1-800-363-8737 or tilleyca@tilley.com