FAQ- Frequently Asked Questions

I'm not sure about my size

• We strongly advise you to measure your head circumference with a tape measure, and if possible, ask for help to get an exact size.

• For more precise information, here's a link to our size guide page.
• For some brands, it's advisable to go one size up or down, for example the American brand Stetson, which is about 1 cm larger. These tips should be taken into account when ordering, but may not be suitable for everyone.

How do I use a promotional code?

• When you've added products to your basket and want to place an order, you can add a promotional code. Simply note the code in the "Discount coupon or gift card" section and click on the thumbs-up. It will automatically be added to your basket.

• If it doesn't work, you may have made a mistake, or it may no longer be valid or usable on certain products.

When will I receive my order?

• As soon as we receive your order, it will be processed as quickly as possible, between 24h-48h. You will receive an e-mail as soon as your order has been dispatched, giving you all the information you need, such as your order number and parcel tracking.
• You can also access this information by logging into your Chapellerie Traclet account.
• Delivery times depend on the carrier chosen at the time of order.

LaPoste Colissimo: Delivery between 48h/72h.

Chronopost: Delivery within 24h for orders placed before 14h.

Tnt Express: Delivery within 24 hours for orders placed before 2pm.

• Chapellerie Traclet is not responsible for delivery delays. Once the parcel has been handed over to our carriers, its delivery depends on their services.

I have not received any emails regarding my order.

• Be sure to check your inbox for spam. Our e-mails may be treated as junk mail.
• You can also check emails received and exchanged with our team, on your Chapellerie Traclet account.
• Log in to your account using your e-mail address and password.

• Once you're logged in, you'll have access to all the information you need.

I still haven't received my order, what should I do?

• Make sure that your product does not indicate a longer manufacturing or delivery time. This information is displayed on the product sheet when you add your product to your basket, as well as when you place your order and when you receive confirmation by e-mail.

How do I make a return and/or exchange?

• Returns are only possible for items that are not on sale. Items must not have been used (washed or worn) and must be in their original packaging with all labels attached.
• For an exchange, you have 100 days to send it to us.
• For a refund, 14 days from receipt of your order, if this period is exceeded, you can receive a credit note. 
• To return a product, simply print out our returns form, indicating your order number, your contact details, the reason for the return and whether you would like an exchange, credit note or refund.

Printable return form

Return address :

Chapellerie Traclet
14 Impasse Bardin
42300 Roanne

• Please note that any package returned without a printed returns form will not be processed!
• Return shipping costs are at the customer's expense. Unfortunately, we are not yet able to offer our customers free returns, but for purchases made via Paypal, returns are handled by the same platform. For more information, click here.
• When we receive your returned parcel, an e-mail will be sent to you to acknowledge receipt. If you have opted for an exchange, we will return the item at our expense. If the item you wish to exchange is more expensive, please enclose the difference by cheque with the parcel. If this is not the case, we will refund the difference (excluding postage).
• For a credit note, the amount of the order (without shipping costs) will be transferred to your Chapellerie Traclet account. You can use it whenever you like and on any product when you place your order. You can use it on our website as well as in-store.