Have Questions?
You’ll find answers to our most common questions below, including how custom orders work, shipping details, and return information. If you don’t see what you’re looking for, feel free to reach out — we’re always happy to help.
We're happy to create custom hats tailored to your specifications. Here's how the process works:
Select a hat and chose your heat transfer patches. Once you've added your choices to the cart, you'll find a spot to tell us how you'd like your heat transfer patches to appear on your hat. Be specific! We want to bring your vision to life!
Prefer to leave the design process up to the professionals? No problem- simply right "surprise me" and we will ensure your unboxing moment is everything you want it to be.
Once you place your order, we'll create a mock-up for your review. Please give us 24-48 hours to create your custom design. We won't start production until you have signed off on the final look.
Custom orders typically take 3-5 business days to complete.
For custom order inquiries, please email us or use our contact form.
Have a quick question? From sizing and fit to customization details and order changes. If you’re unsure about something, this is the best place to start.
Are your hats made in-house? Yes, all hats are customized in-house with care and attention to detail.
Can I make changes to my order after placing it? Because our hats are made to order, once you have signed off on your mock up design & production has started, we’re unable to make changes.
Will the patch look exactly like the photo? We do our best to represent colours and textures accurately, but slight variations may occur due to screen settings and the handmade nature of our products.
Do you offer bulk or group orders? Yes — please contact us for bulk order inquiries.
How long does it take to receive my order?All hats are made to order. Please allow 5-7 business days for processing before your order ships. Shipping times vary depending on your location and shipping method selected at checkout.
Are custom hats final sale? Yes, all custom hats are final sale. Please review your order details carefully before checking out.
Customization-Specific Questions
Can I request a custom patch or logo? Yes! Please contact us before placing your order to discuss custom patch options. Please note- These do affect production and shipping times.
Do you send proofs before making the hat? A mock-up design is a part of our process, we will send you a photo of your hat and pinned patches prior to it being heat pressed via email.
Product & Fit Questions
What size are your hats? Most of our hats are adjustable and fit the majority of adults & kids. Specific sizing details can be found in each product description.
What materials are your hats made from? Materials vary by style and are listed on each product page.
Care & Longevity
How do I care for my hat? We recommend spot cleaning only and avoiding the washing machine to maintain the shape and patch quality.
Are the patches permanent? Our heat transfer patches are applied for durability. With proper care, they’re made to last but they naturally can lift with time & different element exposures, you can press the patch again using a standard iron and covering the patches with a piece of parchment paper, ensure you only hold the iron in place for 20 second intervals and allowing the hat to cool between presses.
Returns, Issues & Support
What if my hat arrives damaged or incorrect? Contact us within 7 days of delivery and we’ll make it right.
Do you accept returns or exchanges? At the Lidsmith, every hat is made for you- chosen, pressed and finished by hand. Because of that our policies look a little different then your big box stores and we want to be fully transparent before you order. Please refer to our Returns & Exchanges page for more details.
At Lidsmith, every hat is made with care and attention to detail. Please review the information below to understand how shipping and delivery works.
Where do you ship from? Orders ship from [Sooke, BC / Canada].
Do you ship internationally? We currently ship within Canada & the United States. If you are located outside these regions and are interested in placing an order, please contact us before purchasing to inquire about shipping availability.
Shipping Methods & Delivery Times
Shipping times are estimates and begin after your order has been processed.
Estimated delivery times:
Canada: 3–10 business days
United States: 5–12 business days
Delivery times may vary depending on your location, carrier delays, weather conditions, or peak shipping seasons.
Will I receive tracking information? Yes, tracking details will be sent once your order has shipped.
Shipping Rates
Shipping costs are calculated at checkout based on:
Destination
Order size and weight
Any promotions or free shipping offers will be clearly displayed on the website when available.
Customs, Duties & Taxes (U.S. Orders)
For U.S. orders:
Customs duties, taxes, or import fees (if applicable) are the responsibility of the customer
Lidsmith is not responsible for delays caused by customs processing
Incorrect Shipping Information
Please ensure your shipping address is entered correctly at checkout.
Lidsmith is not responsible for:
Orders shipped to an incorrect address provided by the customer
Packages returned due to incorrect or incomplete address details
Additional shipping charges may apply for reshipment.
What happens if my package is delayed or lost?
Lidsmith is not responsible for:
Delays caused by the shipping carrier
Packages marked as “delivered” by the carrier but not received
If your order arrives damaged, please contact us within 48 hours of delivery with photos so we can assist you.
Questions?
If you have any questions about shipping or delivery, please reach out to us through our Help Centre and we’ll be happy to help.
At Lidsmith, each hat is made to order with care and attention to detail. Because of the custom nature of our products, please review the policy below before placing your order.
Custom & Made-to-Order Items
All Lidsmith hats are custom-made. For this reason:
All sales are final
We do not accept returns or exchanges for:
Change of mind
Incorrect size selection
Colour or style preference
Customization details approved at checkout
Please double-check all customization details before completing your purchase.
Damaged or Defective Items
If your item arrives damaged or defective, we want to make it right.
Please contact us within 48 hours of delivery
Include your order number and clear photos of the issue
Once reviewed, we will offer a replacement or appropriate solution
Items reported outside this time frame may not be eligible for resolution.
Incorrect or Missing Items
If you receive the wrong item or something is missing from your order:
Contact us within 48 hours of delivery
Provide your order number and photos if applicable
We will correct the issue as quickly as possible.
Sale & Promotional Items
All sales or promotional items are final sale and are not eligible for returns, refunds, or exchanges.
Questions or Concerns
If you have questions about your order or this policy, please contact us through our Help Centre. We’re always happy to help and want you to love your Lidsmith hat.
We’re here to help 👋
Whether you have a question about an order, need help with a custom design, or just want more information before purchasing, we’d love to hear from you.
How to Reach Us
The fastest way to get in touch is through our Help Centre, where you’ll find answers to common questions about orders, shipping, and custom hats.
If you still need assistance, you can contact us directly by emailing thelidsmith@gmail.com
We aim to respond to all inquiries within 1–2 business days.
Before Reaching Out
To help us assist you as quickly as possible, please include:
Your order number (if applicable)
Any relevant details about your question or request
Photos, if you’re contacting us about an issue with your order