FAQ
Keeping my payment safe
Samui Carter utilises the Shopify Payments gateway for Visa, MasterCard, and American Express credit and debit card payments.
How long will my order take?
Orders are usually posted within 2 - 5 business days of receiving your order in Australia and up to 2 weeks for shipping international. All postage can be tracked.
What shipping options do you offer?
FREE tracked shipping Australia wide.
Do you ship internationally?
Yes, we do. Please see shipping rates at check out.
Please note that customer is responsible for any local taxes or duties
An item I wish to purchase is out of stock. When will it be available again?
From time to time we will re order a style, but generally once something is sold out its gone!
Follow us on Instagram for restock updates and sneak peeks of new designs before they are released.
PRODUCT RETURNS and EXCHANGES
Proof of purchase must be supplied for all returns/exchanges/repairs.
Any item purchased online must be returned via post.
RETURNS
Samui Carter does not offer returns on goods due to change of mind. If the product is faulty we will happily offer an exchange, credit voucher or refund on full priced items. Faulty returns will only be accepted within 14 working days of goods being received.
Items must be returned in their original, unused condition, with Samui Carter packaging attached. If you are returning via mail please include your name and order number, pack all exchanges safely for the return transport and clearly mark as follows:
Samui Carter
Attention: Online Returns
PO Box 472
Williamstown, VIC 3016
SALE ITEMS
No refund or exchange on sale items will be offered. Faulty items will be accepted in accordance with the ACCC guidelines.
FAULTY ITEMS
In accordance with the Australian Consumer Law we will offer a refund or replacement when an item is faulty or demonstrating a major problem and is unable to be repaired. Samui Carter reserves the right to offer to repair an item wherever possible before a refund or replacement is put forward.
Proof of purchase must be supplied for all faulty claims and all claims must be within 3 months from purchase date, time frame.
We will incur all reasonable shipping costs if the item is deemed to be faulty and will advise the most appropriate method of returning the goods. We will assess the goods when they are received to determine if they are faulty. We will not cover shipping costs or provide a refund for items which are damaged due to mistreatment or normal wear and tear.
Upon receiving the item, if deemed faulty we will send you a replacement in the same colour and size.
In the event that the particular item has sold out and cannot be replaced, a full refund will be issued on the original purchase price. Refunds will only be made to the original purchaser using the card that was used for the original purchase.
SIZING
What size are your hats?
Samui Carter hats are one size. Our sizing is based on the average woman’s head size of 58cms, and all our hats feature an adjustable Velcro strap.
How do I measure my head?
Wrap a tape measure around your head to mimic the natural position of a visor, just above the brow line and ears. Make sure to measure in centimetres!
CUSTOMER CARE
How do I clean my Samui Carter?
Fabric Style (hat or visor):
Simply wipe the material over with a damp cloth. We do not recommend using any chemicals or cleaning aids. Our visors and hats are not suitable for dry cleaning.
Raffia Style (visor):
Care Instructions: DO NOT WET RAFFIA - Raffia is a 100% natural fibre, avoid contact with water. Simply wipe the raffia over with a damp cloth. We do not recommend using any chemicals or cleaning aids. Our visors are not suitable for dry cleaning
How should I store or travel with my Samui Carter?
Place hat upside down in the Samui Carter calico bag and avoid crushing the crown or brim of hat. Of course the best place for your Samui Carter is on your head!
Will the colour change over time?
Natural wear and exposure to sun may lead to colour change from the products original colour.
Is sun protection really that important?
In a word: YES!
A sun hat is the first line of defence against sunburn because they block harmful UV rays. UV rays are nasty little things that can damage your skin – and we aren’t just talking melanomas. The biggest causes of ageing (aside from time itself) include ultraviolet rays, stress and lack of sleep.
So UV rays can cause damage such as wrinkles, spots and pigmentation. Hats can help minimise the risk of skin cancer and melanoma, especially when worn in conjunction with sun block.
Skin cancers account for around 80% of all newly diagnosed cancers and the majority of skin cancers are caused by exposure to the sun. A whopping two in three Australians will be diagnosed with skin cancer by the time they are 70 and in Australia, more than 750,000 people a year are treated for non-melanoma skin cancers.
I am willing to bet that you make sure your kids wear hats when they play outside, so why should you be any different? It’s such a simple step that goes a long way in ensuring that you live a long happy life.