Shipping policy
At Pillar and Brim, we take great pride in the heritage craftsmanship of our bespoke and Western headwear. To ensure your signature piece is handled with the care it deserves during the return process, we adhere to the following shipping reimbursement and tracking protocols.
Returns & Shipping Logistics
At Pillar & Brim, we take the same level of care in our returns process as we do in crafting your custom headwear. To ensure every return is tracked and fully insured, all returns must be processed using a Pillar & Brim-issued shipping label.
How We Handle Return Shipping Costs:
- Our Error: If there is a manufacturing defect or the wrong item was shipped, we will provide you with a prepaid return label at no cost to you.
- Customer Error: If the return is due to a sizing error or a change of heart, we will still provide a return label to guarantee safe transit, but the flat-rate cost of the label will be deducted from your final refund or store credit.
- Independent Shipping Policy: Pillar & Brim will not reimburse or credit any shipping costs for labels purchased independently by the customer, regardless of fault. To ensure you are protected and eligible for a refund, please only use the labels provided by our team.
This policy protects both parties by ensuring tracking and insurance on every shipment. If you have any questions, please contact our support team before shipping your item back.
1. Return Shipping Labels
To maintain strict quality control and ensure every return is fully tracked and insured, all returns must be processed using a Pillar and Brim issued shipping label.
The allocation of shipping costs is determined by the nature of the return:
- Our Error: If we have made a documented error (such as shipping the incorrect item or a confirmed manufacturing defect), Pillar and Brim will provide a prepaid return shipping label at no cost to you.
- Customer Error or Preference: For returns resulting from customer error (including, but not limited to, incorrect size selection, missed design requirements during the ordering phase, or a change of mind), Pillar and Brim will provide the necessary return label. However, the actual cost of the shipping label will be deducted from your final refund or store credit.
2. Independent Shipping Policy
We do not accept or reimburse for shipping labels purchased independently by the customer. Because our hats are high-value, custom-shaped items, we require the use of our preferred carriers and insurance levels.
Any shipping costs paid by the customer to third-party carriers (e.g., USPS, FedEx, UPS) will not be reimbursed or credited under any circumstances, regardless of the reason for the return.
3. Tracking and Insurance
By using a Pillar and Brim issued label, your return is automatically tracked and insured under our corporate policy. This protects you from liability should the item be lost or damaged in transit back to our Nashville hattery. Returns shipped via independent methods that do not arrive or arrive damaged will not be eligible for a refund.
4. Refund Processing
Refunds are issued only after the item has been received and inspected at our facility. Items must be returned in their original shipping condition. Once the inspection is complete, your refund (minus any applicable shipping deductions) will be processed to your original method of payment.
For further assistance with a return or to request your company-issued label, please contact us at https://pillarandbrim.com/.