Frequently Asked Questions (FAQs)
1. After adding a product to cart click on the checkout button to enter.
2. Enter your contact details and billing address.
3. Continue to payment method.
4. You can choose to pay via PESAPAL or Cash-On-Delivery(C.O.D)
*Follow the instructions given and "complete order".
*COD Only eligible to orders within Nairobi
*Orders are dispatched 6 hours after payment during our working hours.
Click here to check our working hours.
SHIPPING
In Kenya we offer free deliveries.
We Also ship to all African countries at a very reasonable fee.
Order processing takes approx. 6 hours after payment. Delivery takes 12 hours in Kenya and 2-7 days to the rest of African countries.
REFUND POLICY
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Returns
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (if not get a steady box). We may reject a product if packaging is considered unhygienic.
To complete your return, we require a receipt or proof of purchase
NO Refund or Exchange
If any item is not in its original condition, damaged or missing parts for reasons not due to our error
or returned more than 7 days after delivery
Refund (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@crediblehats.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@crediblehats.com and send your item to: Moi Avenue Nairobi KE 00100.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should send your product to: Credible Hats. Moi Avenue Nairobi KE 00100
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over KES 5,000, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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HOW DO I MEASURE MY HAT SIZE?
1. Place a string or tape around your head about 1/8" above your ear, across the mid-forehead, completely circling your head.
2. Hold the tape/ string firmly, but not too tightly. Basically, you need to measure your head exactly where the hat will sit.
3. If your measurement falls between sizes, choose the next largest size.
Check the chart below for clarification.
At the moment, we do not ship outside Africa.
HOW DO I CONTACT CREDIBLE HATS?