How it gets to you, and how it comes back

We dispatch from Spain to the destinations listed below. Orders are prepared within two business days of the order confirmation, Monday to Friday, excluding Spanish public holidays.

Transit times are estimates from the carrier and start after dispatch, not after ordering. Whatever the estimate says, the contractual maximum is 30 days from the conclusion of the contract unless we agree something else with you in writing.

Our goods are ordinary textile headwear and are not subject to product-specific export control. However, we cannot ship to any destination where doing so would breach sanctions or export controls applicable to us as a Spanish company, including European Union restrictive measures, and we cannot ship to addresses in territories our carriers do not serve.

We do not ship to freight-forwarding addresses where the final destination is not disclosed. If an order cannot lawfully be shipped, we cancel it and refund it in full within 14 days, and we tell you why.

You are responsible for ensuring that importing the goods to your address is lawful where you are.

All prices are in US dollars. For deliveries within Spain, IVA at 21% is included in the amount shown before you confirm payment. For deliveries elsewhere, any import duty, VAT or handling fee applicable in the destination country is shown at checkout before you confirm, so the amount you see is the amount you pay.

If your bank charges a foreign currency conversion or cross-border fee, that is between you and your bank and is not something we can see or refund.

You receive a tracking link by email when the parcel leaves us. If the tracking has not moved for five business days, write to support@costaysoler.shop with your order reference and we open a case with the carrier the same day.

If a parcel is confirmed lost, we send a replacement at our cost or refund you in full — your choice. We do not ask you to claim against the carrier yourself; the contract is with us.

If a parcel arrives damaged, photograph the outer packaging before opening it if you can, and send us the photographs. That speeds the carrier claim up but it is not a condition of your refund.

You can cancel an order at no cost at any time before it is dispatched. Write to support@costaysoler.shop with the order reference, or call +34 1608015921. If the parcel has not left, we stop it and refund the full amount, including shipping, within a maximum of 14 days and normally within three business days.

If it has already left, the order becomes a return: see the next section, or use the 14-day right of withdrawal.

There are no subscriptions, memberships, recurring charges or stored balances on this site. There is nothing to cancel beyond an individual order.

1. Tell us within 14 days of delivery. Email support@costaysoler.shop with your order reference, or send the model form on the withdrawal page. No reason is required.
2. We send a return reference by email, usually the same business day, always within two.
3. Pack the hat as you received it. It does not need the original packaging, but the hat should not be squashed flat in an envelope. Put the return reference on a slip inside.
4. Send it to COSTA Y SOLER SL, Avenida de la Marina Alta, 141, 03740 Gata de Gorgos, Alicante, Spain — within 14 days of telling us. Use any carrier; keep the proof of posting.
5. We confirm receipt and refund you. You bear the direct cost of return postage; we do not charge a restocking fee.

Trying a hat on to see whether it fits is exactly what you are entitled to do and never reduces your refund. We only reduce a refund where the hat has been handled beyond what is needed to establish its nature, characteristics and functioning — for example, worn outdoors and returned soiled — and if we do, we tell you the amount and the reason in writing.

• Amount. The price you paid for the returned items, plus the standard delivery charge if you return the whole order. If you chose an upgraded delivery service, we refund the standard rate.
• Part of a set. The individual catalogue price of the returned hat, less its proportional share of the set discount. A worked example with numbers is in the conditions of sale, and the same calculation is printed on your refund note.
• Method. Back to the same means of payment you used. We cannot refund to a different card or account.
• Timing. Within 14 days of being told you are withdrawing, and normally within three business days of the hat arriving back. Your bank may take a further few days to show it.
• Cost to you. None. Refunds are never subject to a fee.

A fault is not a return — it is a guarantee claim, and the rules are better for you. Every hat carries the three-year legal guarantee of conformity under Spanish law, with the first two years presumed to be our responsibility.

Write to support@costaysoler.shop with the order reference and a photograph. We pay the return postage on guarantee claims, and you choose between repair and replacement. Full detail on the guarantee page.

If a charge on your statement looks wrong, please contact us first at support@costaysoler.shop with the order reference. Almost every disputed charge is a duplicate authorisation that drops off by itself, a delivery that arrived after the statement, or a refund already in flight, and we can resolve it in one reply.

Where a payment dispute is raised with your bank or card issuer, we respond to it with the order record, the delivery confirmation, the policy text you accepted at checkout and our correspondence with you. We do not contest a dispute where the goods did not arrive or where our own refund was late.

If a dispute is decided in your favour, no further action is needed from you. If it is decided in ours and you still believe the charge is wrong, you keep every route in the conditions of sale: the official complaint forms of the Comunitat Valenciana, the Junta Arbitral de Consumo, and the European online dispute resolution platform.