In the Hartford York Frequently Asked Questions (FAQ) section, we try to answer any questions you might have about hats and how the HartfordYork.com works. And we hope to answer some questions you never knew you had!

This includes order and shipping information, hat size and hat care facts, as well as a small glossary of terms for those of you who don’t know a porkpie from a cloche.

Questions About Orders
Your Hat Size
Hat Styles
Hat Care and Storage

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Questions About Orders

How do I order?
When you come across a Hartford York product you wish to order, choose a size and color (if applicable), and click on the ORDER NOW button.

You may then proceed by choosing the “Continue Shopping” or “Check Out Now” button.

At any time you can click on the “View Cart” button (upper right) to see what’s in your cart. This will show you each product you have chosen to order, and the quantity of each item. You can remove a product by clicking on “Remove” box. If you want to change the quantity of a product, simply type over the existing number and then click “Update Cart”.

Once you’re ready to check out, complete all required fields in the “Shipping Address” form, then click “Continue Checkout”.

Review the “Order Totals” page and click “Continue Checkout”.

Complete the required fields in the “Billing Address” form - making sure that the billing address you enter is identical to the billing address associated with the credit card you’re using.

Then click on “Continue Checkout.”

Review all the information on the “Confirm Order Information” screen, then click on “Submit Order”.

You will see an online receipt. Please print this out for your records. You will also receive an email confirmation within 24 hours.

Why won't my order go through?

Some of the most common reasons why orders do not go through successfully are:

- There are no items in your shopping cart.
- Shipping and/or billing information is incorrect.
- Credit card number and/or expiration date is incorrect.

I get the message "URL Missing." What does that mean?

A “URL Missing” message means that the web page you tried to access is not where the link says it is. This can happen for several reasons.

If you receive a “URL Missing” error, please send an email to Customer Service, describing which page you tried to access and also the previous page that referred to this broken page. Our technician will fix the problem as soon as possible.

I'm getting the error message "Missing Required Fields" when entering my shipping and billing info.

If a field has red text above it, it means you must type in valid information for your order to be successfully processed.

Why won't it accept my credit card info?

You may not be entering the number correctly. Make sure not to type any spaces, dashes or any other extra characters in the credit card number. Check that you have chosen the correct expiration date. The credit cards we accept are Visa, MasterCard, American Express, and Discover.

Why does it say I have an invalid email address?

When entering your Shipping information, you must include a valid email address in this format: username@domain.com. You must repeat the email address in the next part of the form to confirm it. If the second entry is different from the first one, you will get an error message.

Did you receive my order?

When you submit an order, you will receive an email order confirmation within 24 hours. If you don't receive it, or aren't sure your order went through, email us at order@hartfordyork.com with your order information, and someone will get back to you within 48 hours. Or call toll free, 1-800-936-5646.

I need to change my order. How can I do that?

If you need to change your order, let us know by email at order@hartfordyork.com. Include your order information and the changes you want, and someone will get back to you within 48 hours. Or call toll free, 1-800-936-5646.

How soon will my order arrive?

It typically takes 5-7 days for door-to-door delivery, but overnight shipping can be arranged. We have an enormous inventory and can generally ship your order within 24 hours. If the item you request is not immediately available, we will contact you by phone or email within hours of receiving your online order. Please refer to our Shipping Information page for further details.

How much does shipping cost?

Please see our Shipping Information page for details.

Do you ship internationally?
Yes. Hartford York ships from California to any point on the globe. For orders originating outside the U.S., Hartford York accepts payment only by American Express. To place your order, please complete the transaction using the standard shipping option, FedEx Home Delivery, and we will reply via email within 24 hours with actual international shipping rate quote. Once you accept the quote, we will charge the additional fee to your American Express card and complete your order. How secure is my information when I order from Hartford York? Hartford York encrypts all information contained in our order forms using what is called SSL (Secure Socket Layer) Technology, which transmits information in an encrypted (coded) format, which is only decoded when it arrives at Hartford York. This is a standardized web technology and it ensures that your contact and credit card information remains private and secure. If you are still nervous about sending such information over the web, please call us toll- free at 1-800-936-5646 and we can take your order by phone. What is your privacy policy? We do not share your information with anyone. Ever. Period. Please refer to the Hartford York Privacy Policy on our Privacy page.

Do you allow backorders?

Certainly - as long as the item has an "expected date" in our database. We typically ship backorders within 30 days and during the Holiday Season will communicate clearly with you on Estimated Ship Dates of backordered items.

Please note that we do not charge for any items until they are shipped, unless one order contains both shippable and backordered products. In this case the entire shipping and handling fee associated with the order is charged with the first order. Of course, subsequent backorder shipments go out without any additional shipping and handling
fees.

Do you sell gift certificates?
Yes we do. Hartford York Gift Certificates start at $20 each. Gift certificates can be purchased online and may be used for the purchase of items via telephone, fax, email or mail order.

What is your guarantee?
All of our products are 100% guaranteed. If you are not completely satisfied with any of our products, simply return them for a replacement or refund (less shipping charges)
within 30 days. NO QUESTIONS ASKED.

What is your return policy?
If you wish to return a product, complete the questionnaire included in our packaging and send it back, along with the product or products, using the enclosed return mailing label. To better accommodate you through the Holiday Season, our extended return/exchange deadline for items purchased after October 1, is January 31 of the new year. See the Hartford York Customer Service page for further details.

I have a question about my order that isn’t answered here. What should I do? Call us. If you have any questions at all, or any difficulties navigating our site, placing an order, or sending us an email, please call us anytime, Toll Free, at 1-800-936-5646. See our Customer Service page for more information.

Your Hat Size

What is my hat size?

All you need to determine your hat size is a cloth tape measure. Please see our Hat Sizing Chart (which goes from Small to 3X) for details.

Remember that hats, as a rule, don’t stretch and may even shrink over time. It is always preferable to go up to the next size if you need to round off. If the hat is slightly loose, you can insert pieces of material or felt hat pads under the inner leather band to adjust the fit perfectly.

Hat Styles

What hat style is best for me?

The best rule of thumb here is – if you like the hat, it’s probably your style. Obviously, you’ll want a color that enhances your skin tone and outfit.

Your body size and shape can help determine the style best suited to you. For instance, a generous brim adds a sense of balance to a larger person’s silhouette, while a higher crown adds height.

Face Shapes

If you have a round face - try to draw the eye up and away from the face with generous brims, interesting trims and higher crowns. For height, remember that self bands tend to make crowns appear taller.

If your face is oval - go slightly asymmetrical (self-shaped brims are great), with a tapered, moderate crown and use trim to move the eye up.

If you have a square face - you can soften your jaw line with a more rounded hat while wearing a wide brim counters face width.

If your face is generally large - you can draw attention to the hat with wide brims, but ensure that trimmings are understated.

If you have a small face - avoid overlarge crowns and brims.

Hat Care and Storage

Hats are made from a variety of materials, including straw, natural fibers like palm leaves, natural and faux furs, wool, cotton and cashmere.

Generally, the best way to keep your hat from getting dirty is to brush it regularly and also to store it properly when it’s not being worn (either upside down in a hat box or loosely wrapped in plastic). Another preventive measure is to occasionally turn down the sweatband to air dry.
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If you have any questions that haven’t been addressed here, send them on to Steve Singer, using our handy form: [ Contact Us ].