Customer Service

How do I create an account?

Orders may be placed as a guest without creating an account. However the advantages of ordering with a Third Stone account include the ability to move through the checkout process faster, store multiple shipping addresses, view and track your orders within your account and have access to new products and sale items before anyone else.

Which payment methods do you accept?

We currently accept PayPal transactions only. PayPal payments are secure and the funds are debited from your card or PayPal account at the time of your order. All prices are shown in Australian Dollars and all transactions will occur in Australian Dollars, G.S.T will be included on all orders shipped within Australia.

What are your delivery times & do I get a tracking code?

Once an order has been submitted and payment has been made, a confirmation email will be sent to the email address you provided in your order. Please allow 1-3 business days for your order to be processed and shipped. Once your order has been processed and shipped, a confirmation email with tracking information will be sent to the email address provided on your order. Delivery time to metro areas usually takes 24-48 hours and regional areas between 2 – 5 days. Delivery will take place during normal business hours, so we recommend that you use an address where you can receive the order in person and it can be signed for. However, we can deliver to PO Boxes.

How much is shipping & do you ship internationally?

Domestic shipping (within Australia) is free of charge. We do ship internationally and shipping rates are based on your order’s ship to address and shipping method chosen. You will find the shipping rates available for your order after you have provided your shipping information during the checkout process.

What happens if the item I want is out of stock?

Most of our hats are small batch runs so once they are sold out we generally won’t restock them. Some of our most popular styles will be restocked when we can, but this can sometimes take up to 4 weeks. If an item(s) selected on your order is out of stock, an email will be sent to the email address provided on your order so you can consider another product. We do not accept back orders, rain checks or lay-by on website orders. If there is a particular style that you like that is out of stock simply email sales@thirdstone.com.au and we can let you know if we will be receiving any more of that style.

Can I exchange my hat or get a refund?

For more information on refunds and exchanges please visit thirdstone.com.au/refunds

What size hat is right for me?

All of our hats are unisex. Sizing is based upon the measurements indicated in the table below.

Hat Size cm inches
7 1/8 56 22 3/8
7 1/4 57 22 3/4
7 3/8 58 23 1/8
7 1/2 59 23 1/2
7 5/8 60 23 7/8

To pick your appropriate hat size:

  1. Measure around your head with the tape measure starting in the middle of your forehead.
  2. Measure the circumference of your head just above your ears, make sure the tape goes across the middle of that little bump on the back of your head.
  3. Don’t pull the tape too tight when measuring or your hat will be too tight. The hat should be comfortable on your head.
  4. If you fall between two sizes don’t pick the larger of the two, write down the measurement and measure again to get the exact size.
  5. Use the charts below as a guide to what size hat you will need.

How do I care for my hat?

The best way to care for your hat is by spot cleaning it. We suggest spot cleaning your hat with a cloth, dampened with warm water. Please do not use any harsh cleaning chemicals as this may damage the original quality of the hat. Allow the hat to air dry by placing it in an open space. Please do not dry hats by putting in the dryer or using high heat, as this may also damage the quality of the hat.

Your hat will naturally pick up dust and fibres. Use a lint brush to gently brush them off.

If you need to reshape your hat we suggest using a garment steamer, the wool felt has a stiffening agent and once heated by the steam it is able to be moulded back to it’s original shape. If you would like to make your hat floppier/softer steam both the top and bottom of the brim and leave it to rest on a hat mould so that the brim is elevated and is not resting flat.