Official Store Policy

Return & Refund Policy

Last updated: September 2026

⚠️

Important: Strict No-Return Policy

Due to the delicate handcrafted nature of our pieces—each featuring over 1,200 individual hand-set glass mirror tiles—and strict hygiene standards for event headwear, we do NOT accept returns, refunds, or exchanges for change of mind, personal preference, event cancellations, or sizing misjudgments.

✓ EXCEPTION: We accept returns and provide immediate replacements or full refunds ONLY for products that arrive damaged or broken in transit, provided the mandatory unboxing video criteria is met.

Mandatory Requirement for Damage Claims

📹 Unboxing Video Policy (Required)

Because transit carriers require rigorous proof to validate parcel damage insurance, every customer MUST record a continuous unboxing video from the moment the package is received.

1 Show Unopened Box & Label

Begin the recording showing the intact, sealed exterior box. The white shipping label and tracking barcode must be clearly visible and legible in the video before cutting tape.

2 Continuous One-Take Uncut Video

Open the parcel in real time without cutting, pausing, or editing the video. Lift the hat out of its protective transit cage while keeping the camera rolling.

3 Zoom In on Any Damage

If you notice any broken mirror tiles, crushed brim structures, or detached elements, show them clearly to the camera within the same continuous video clip.

4 Submit Within 48 Hours

Damage claims must be emailed to us within 48 hours of delivery timestamp as recorded by the carrier (USPS). Claims filed after 48 hours cannot be accepted.

⚠️ Crucial Notice: Photos alone without a continuous unboxing video are not sufficient to file a damage claim with our courier transit insurers. Please ensure your camera is recording before breaking the box seal!

How to Submit a Damage Claim

If your hat arrived damaged and you have your continuous unboxing video ready, follow these simple steps:

Email our concierge at support@cowboydiscohats.com with the subject: "Damage Claim - Order #[Your Order ID]".
Attach or link your unboxing video file (via Google Drive, Dropbox, or iCloud link if file size exceeds email limits).
Attach 2–3 clear still photos highlighting the damaged areas.

Our concierge team reviews all damage claims within 24 business hours. Once verified, we will immediately dispatch a complimentary brand-new replacement via expedited priority courier or issue a 100% full refund to your original payment method.

Spare Mirror Tiles Included in Every Box

Because real glass mirror hats have over 1,200 tiny tiles, each hat ships with a complimentary packet of spare backup mirror tiles and optical microfiber cloth inside the hat cage. If a single tile has loosened during transit or high-energy festival dancing, it can easily be secured with a small dab of clear flexible craft adhesive.

Sizing Assurance Before Ordering

To prevent sizing disappointment, all of our hats feature an internal elastic drawstring cinch sweatband engineered to fit heads between 56cm and 60cm circumference (US sizes 7 to 7 1/2). Please measure your head circumference above your eyebrows before placing your order or consult our Size Guide.

Have questions about an existing order?

Our customer support concierge is here to help 7 days a week.

Email Concierge: support@cowboydiscohats.com