FAQ
Is my item lost?
Losing an item is always a possibility but before we go down that dark road there’s probably another explanation.
- Your label may be printed but not sent out quite yet.
- Your item hasn’t had its tracking information updated yet or it has yet to be scanned.
- If your item hasn’t reached you within 10 business days, please contact me at roughquestions@gmail.com
When will my item be ready?
Your item should be in your hands at the most 8-10 days from when you purchased it if you chose shipping. If it's not, feel free to contact me.
For local delivery orders I’ll have them ready for drop-off in 2-3 business days. You will also receive an email when your order is delivered.
What if my wool comes off?
I will first ask for pictures to assess the problem.
If your wool comes off, meaning the seams holding the wool to the item are coming loose, I will fix it free of charge, I’m human and mistakes can happen.
If your wool is ripping with the seams intact that is a sizing issue not a sewing issue and I of course will fix it, but you will pay shipping and the cost to sew a new panel on.
Sizing is very important, so if you have questions, please contact me first before buying.
What if my item doesn’t fit?
Online - As long as the item is in the same condition as it left and you contact me within a week of receiving your item, we will get it figured out. Sizing is out of my hands, so the cost of shipping back or dropping off will be on you. From there we can come to an agreement of how to correct the issue.
Custom – Custom orders are made specifically for you, so sizing will need to be verified before orders and will not be eligible for returns or refunds.
What can I get with a custom?
A custom design is made just for you. It can be as simple or as intricate as you want. You get to pick out what fabric you want, item, details etc. Pricing and time will vary and will be discussed once I have an idea of what you’re wanting. Sky’s the limit!
Are hats new?
All hats are brand new, never been worn. If you’re looking for something specific fill out the Customs form at the bottom of the home page and we can make magic happen!
Can I Exchange or Return?
Online - I strive to make quality items but I understand if it’s just not right. I can exchange items for shop credit within 7 days of you receiving your purchase. That means if you your item was shipped, that’s when the tracking states that you received your item. If you aren’t satisfied and if your item is in the same condition as it left, I will gladly give you shop credit once the item has been returned/shipped to me at your cost.
Customs – These orders are made JUST for you, and all sales will be final. Thank you for understanding.
Sales/Discounts – All “on sale” or “discount” items are final sale no exchanges or refunds.
At the end of the day, Rough Rustic will do its best to resolve any issues at hand!
How do I contact you?
Please Email roughquestions@gmail.com
I will get back to you as soon as possible!