My order was delivered incomplete.


How can I pay for my order?

You can pay for your order either by credit card or PayPal. There are no further costs to you for either of these options. If you select credit card as your payment method (MasterCard, Visa or American Express), the validity of your card will be checked during the order process. With credit card payments, your account will be charged when the order is confirmed. Your credit card data is not stored but collected and processed directly by our payment service provider B+S Card Service GmbH. Alternatively, you can pay in advance (bank transfer) or use the online payment service PayPal to conveniently pay for your order using your PayPal account.

What does the seal which certifies us as an online shop “officially licensed through Stetson” actually mean?

We are an officially licensed partner of Stetson and therefore we have the exclusive rights to offer the complete Stetson range on the European market. As a Stetson retailer, we are committed to meeting a variety of standards with regard to integrity, data protection, price transparency, delivery reliability and customer service.

An item I would like to order is not available in my size. What does this mean?

Unfortunately, only the sizes that can be selected when choosing the size of the item are available to be delivered. Other sizes are unfortunately not available if they do not appear when choosing the size.

How do I determine my hat size?

You can easily determine your head or hat size by wrapping a tape measure around your head above your eyebrows at forehead level. The measurement in centimetres obtained using this method is your hat size. If you do not have a tape measure to hand, we recommend simply using a piece of string or a ribbon and then measuring that with a ruler. You can find more information on hat sizes here.

Unfortunately I did not receive an order confirmation by e-mail after I completed my order. What can I do?

If you did not receive an order confirmation, we ask that you either contact us via our email address [email protected] or call us from within Germany on 0800 STETSON (7838766) free of charge. If you are calling from outside Germany, you will find freephone numbers for a variety of countries on the left side of this page; other than that you can call us from any country on +49 251 322654249 (within or outside of Germany, but this is not a freephone number, you pay the usual charges for calling a German number).

Why does my ordered item look different from the corresponding product photo?

Our graphics department always do their best to photograph all items in the highest quality and to indicate all of the product details. In addition, our product description will allow you to find out the specific item properties and characteristics. There may be exceptional cases where, for example, the structure or colour pattern of a material appears different to that of the original. In such an event, our 100-day return policy will give you sufficient time to send the item in question back to us if you are not completely satisfied.

Delivery & shipping

How much does shipping cost?

Delivery to UK for orders over £80 is free of charge. £7.50 will be charged for delivery on orders amounting to less than £80. Shipping expenses will be calculated in the final phase of the order on the basis of the total amount of the order. You have a 100-day right of cancellation of the purchase. There is no minimum order when ordering with Stetson.eu.

How long are the delivery times and how will my order be delivered?

All items in stock are ready to ship within 24 hours. This means that we hand over the ordered item to our logistics partners DHL, DPD or UPS within 24 hours. Delivery times depend on the recipient country. Please check our shipping table. When you log into your customer account, you can check the current status of your order at any time. You will receive a tracking link from us in the shipping confirmation e-mail which you can use to conveniently track the delivery status of your order.

What happens if I am not at home at the time of delivery?

If you are not at home at the time of delivery, the courier will leave a notification in your letter box containing information about whether and when the package will be redelivered or whether the package can be picked up from a package depot near you. Depending on the shipping company, you may also be able to arrange a new delivery date.


How can I return goods?

You can return goods without providing a reason within 100 days. Please return the goods to the address of the seller:

Willy-Brandt-Weg 36
48155 Münster

You will be reimbursed using the originally selected payment method. Returns are processed within 1-2 working days after the goods have been received. You will be refunded within an additional 1-2 working days.

Customer account

How can I subscribe to the Stetson.eu newsletter?

On every page of our online store, you can find a button at the bottom of the page to subscribe to the newsletter. Once you click this button, a field appears where you can enter your email address and sign up for the newsletter without any fuss.

What can I do if I forget my password?
Click here, if you have forgotten your password.
My name/address has changed.

You can change your name and your address quickly and conveniently under “My account”. You can also save additional delivery addresses in your personal address book.

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