Quick answers to the questions we hear most. Can’t find what you’re looking for? Use the live chat in the corner of any page, email info@brandskyl.com, or call +44 7702 585368 — a real human reads every message.
Ordering
How do I place an order?
Add items to your cart, click the cart icon, and follow the checkout steps. You don’t need an account — guest checkout works fine. You’ll receive an order confirmation email within a few minutes.
Can I change or cancel my order after placing it?
Yes, as long as it hasn’t shipped. Email us at info@brandskyl.com within one hour of placing the order with your order number and what needs to change. Once a tracking number has been issued, we can’t intercept the package — you’ll need to use our standard returns process. You also have a statutory 14-day right to cancel any online order under the Consumer Contracts Regulations 2013, even after it has shipped — see our Cancellation Rights page.
My payment was declined — what should I do?
The most common cause is a billing-address mismatch. Double-check that the billing address on the checkout matches what’s on file with your card issuer, then try again. If it still won’t go through, contact your bank — they often place automatic holds on online orders that they can clear in a few minutes.
Shipping
How long will my order take to arrive?
Standard delivery is 2–5 working days from the day your order ships. Most orders ship the same working day if placed before 1:00 PM UK time. Total order-to-doorstep time is usually 3–6 working days.
How much does shipping cost?
Standard delivery is free on every order, with no minimum spend. There’s no surcharge for the Highlands, Islands, or Northern Ireland.
Where do you ship from?
All orders ship from our UK fulfilment facility. Carriers we use include Royal Mail, Evri, and DPD depending on your address.
Do you ship internationally?
Not yet. We currently ship only to addresses within the United Kingdom.
How do I track my order?
You’ll receive a tracking number by email the moment your order ships. You can also reply to your order confirmation email or contact us if the tracking link isn’t working.
My tracking says “delivered” but I don’t have my parcel — what now?
First, check around entryways, with neighbours, and with anyone who shares your address — couriers sometimes leave parcels in safe places. Most “lost” parcels turn up within 48 hours. If yours doesn’t, email info@brandskyl.com within 7 days of the delivery scan and we’ll file a carrier claim and send a replacement at no charge.
Sizing & product
How do I know what size hat to order?
Most of our hats are one-size-fits-most or come in standard small/medium/large sizing. To measure your head: wrap a soft tape measure around the widest part of your head, just above your ears and across the middle of your forehead. The measurement in centimetres or inches maps to a hat size on the product page’s size chart. If you’re between sizes, size up — a slightly loose fit is more comfortable than a tight one.
What materials are your hats made from?
Materials vary by style. Each product page lists the exact composition (cotton, wool, polyester blend, etc.). If you have a specific allergy or fibre question, email us before ordering and we’ll confirm.
How should I care for my hat?
Most of our hats are spot-clean only. To clean: dab with a damp cloth and a small amount of mild detergent, then air-dry away from direct heat. Don’t machine-wash structured hats — it warps the brim. Store hats on a shelf or hat rack to keep their shape; avoid stacking heavy items on top.
Returns & exchanges
Can I return my hat?
Yes — you have 30 days from delivery to return any item for a full refund, in addition to your 14-day statutory cooling-off period. Items must be in original, unworn condition with tags attached. See our Refund & Returns Policy for the full details.
Is return postage really free?
Yes. Email us and we’ll send you a prepaid Royal Mail return label. There’s no restocking fee.
How do I exchange for a different size or colour?
We don’t process direct exchanges — it’s faster to return your original item for a refund and place a new order. That way you get the new hat right away instead of waiting for the original return to arrive at our warehouse.
How long do refunds take to appear?
Once we receive your return, we inspect it within 2 working days and issue your refund to the original payment method. From there, it usually takes 5–10 working days to appear on your statement, depending on your bank. By law (CCR 2013), we must refund you within 14 days of receiving the goods back.
Payment & account
What payment methods do you accept?
Shop Pay; Visa, Mastercard, American Express, and Discover credit and debit cards; Apple Pay; Google Pay; and Klarna (buy now, pay later). See our Payment Policy for full details.
Is it safe to enter my card details on your site?
Yes. All checkout pages are encrypted with SSL/TLS (look for the padlock in your browser bar). Card payments are processed by Shopify Payments, a PCI-DSS Level 1 compliant provider. Brandskyl never sees or stores your full card number. Your card issuer may also apply 3-D Secure on some transactions, in line with UK Strong Customer Authentication rules.
About Brandskyl
Where is Brandskyl based?
Brandskyl is operated out of West London. We hold inventory in a UK fulfilment facility so orders ship fast and returns are simple. Our postal address is 60 Lovell Road, UB1 3DL, United Kingdom.
How do I reach you?
Live chat: click the chat bubble in the corner of any page — fastest during business hours.
Email: info@brandskyl.com — replies within one working day.
Phone: +44 7702 585368 — Monday–Friday, 9:00 AM – 5:00 PM UK time.
Post: Brandskyl, 60 Lovell Road, UB1 3DL, United Kingdom.
Still have a question?
Email us. There’s no question too small — if you’re wondering about it, someone else probably is too, and your message helps us improve this page.