FAQ

General Informations

My hat doesn't fit, what now?


Since we customize most of the products specially for you, we ask you to measure your head circumference really well. A hat that is too big can made be slightly smaller. To make a small hat bigger is unfortunately not possible.
If your hat or cap does not fit despite an exact measurement, just write us and we will find a solution.
We want you to have fun and be happy with our products and will always try to achieve that.
So far we've always accomplished it!




Something broke, what should I do?!


We give 1 year warranty on all our products, that everything is as it should! Damage caused by wanton and negligent handling as well as ordinary wear and tear are excluded.
So if there's an open seam somewhere, don't panic! ... send us the piece and we will take care of it as soon as possible and return it to you free home.
Even after the year's guarantee, we will maintain your loved ones. We support all your needs, repair, restore and patch together again; so you can enjoy your product as long as possible!




Can I return stuff or change it?


Since most of our products are custom made, we ask you to consider that when your purchase. Custom-made products are generally excluded from the right of return, but we do make exeptions from this rule in individual cases.
Exempted from this are already finished products such as unique pieces, here the EU online shop right of withdrawal of 2 weeks is valid anyway.




What are the return terms and conditions?


Exchange:
If something does not fit and you want to change it, you have 2 weeks to let us know. The deadline to notify us begins, once you received the goods.
If the error with the fit lies on our side, we of course take over any additional shipping costs.
In all other cases, the payment of all additional shipping costs is on the side of the customer.
Return:
For already finished products such as one-off items, you can generally withdraw from your purchase for 2 weeks as long as the item is in perfect condition and was not carried further than you could have done in our store.
The deadline to tell us this is also 2 weeks after receipt of the goods.
The assumption of the shipping costs for pure returns are on the customer side.
Please Note our updated policy concerning reimbursement for returned products: In case of a return, we will withhold 5,00€ per returned product and reimburse the remaining purchase price minus any costs incurred by free shipping.This change in policy is due to an increasing number of orders that appear to have been made simply for trying numerous products on and then returning them. We are a small business and cannot stem return costs as easily as a big store or online platform! (This will NOT apply to products that are being exchanged as well as already made unique pieces! This is because we specifically produce your hat/bag/etc upon your order instead of simply sending them out of a warehouse.) We do understand that with an online purchase, the risk for a product not fitting as expected or a discrepancy in color accuracy is higher than when bought IRL, we do our best to portrait and describe each product as accurately as possible. When in doubt, just drop us a line and we are happy to assist you! In case of a complaint or exchange, the task of return must be done within 7 working days of notification. Please always send returns with tracking. We assume no liability for missing shipments. The dispatch from our side always takes place with tracking. Germany-wide we ship with DHL and internationally with Deutsche Post consignment.
If you want express shipping, just let us know and we'll take care of it. Additional costs are in this case of course on your side.





Customer Service

How long does the production take?


We will process your order as soon as possible. Usually we need 3-4 days.
However, as our order lists are often a bit longer, the production can take up to 7 business days. Thanks for understanding.

We make each piece specially for you and work the orders chronologically.
When you order, you can ask for the estimated processing time and inform us about possible ultimates.




Can I bring my own fabrics?


You can, of course, also bring or send us your own fabrics so we can make you the product of your choice.
Just take care that the fabrics are not super-thin or much too thick. Cotton and natural materials are always better than plastics.
If you are unsure, just clarify with us shortly, we're happy tohelp you with it.




I like a product but would like to have another fabric or some extras?


No problem! Just write or call us and we will discuss everything together. If the fabric is in stock and the extras are not too special, there is nothing to prevent it.




How do I measure the size of my Head?


A flexible measuring tape as is customary for sewing is best suited to measure the head circumference. In case of need, however, a piece of twine can also be used (these can be simply lead around the head and then measure with a normal measuring tape / ruler).

Then you should face a mirror. Fix the front end of the measuring tape in the middle of the forehead, just below the hairline. Then, put it just above the ears once around the head. The tape measure should not be too tight - but do not leave too much air, otherwise the tape will slide down.

The measured value corresponds to the hat size. If you want to be safe, you can expect an extra 0,5 cm. You can make a hat slightly smaller, bigger is not so easy ...




Do you repair Hats?


Hats which do not come from our workshop, we usually do not repair.
If the closing of your beloved cap is broken, or your hatband falls off your hat, you are welcome to contact us.
For small repairs we will help you, cheaply and fast!





 

Payment & Shipping

How can I pay?


You can pay by: -Paypal -direct transfer -credit card -sofortüberweisung
If you pop by in our storen in Berlin, you can also pay cash. Card payment is currently not possible.




What are the costs for shipping?


The exact shipping costs will be listed in your shopping basket before completion of the order.

We ship exclusively with DHL or Deutsche Post including insurance and shipment tracking.


Germany:
0-99 Euro: 4.90 Euro Free shipping from 150, - Euro

all other destinations : 0-100 Euro: 7.50 Euro 100-250Euro: 9.90 Euro Free shipping from 250, - Euro




How long does the shipping take?


Approximate shipping time for DHL:

Germany: 1-3 business days
Europe (EU): 2-5 business days
Europe: 2-7 business days
World: 3-12 business days

If this takes too long, we can also send your package by express. In this case, additional costs are on you.




Can I track my order?


Once we have sent your order, you will receive a shipping info email with the appropriate tracking number.
So you can keep track of your package until it's at your doorstep.
We only ship with insurance and shipment tracking.





Return Policy

My hat doesn't fit, what now?


Since we customize most of the products specially for you, we ask you to measure your head circumference really well. A hat that is too big can made be slightly smaller. To make a small hat bigger is unfortunately not possible.
If your hat or cap does not fit despite an exact measurement, just write us and we will find a solution.
We want you to have fun and be happy with our products and will always try to achieve that.
So far we've always accomplished it!




Something broke, what should I do?!


We give 1 year warranty on all our products, that everything is as it should! Damage caused by wanton and negligent handling as well as ordinary wear and tear are excluded.
So if there's an open seam somewhere, don't panic! ... send us the piece and we will take care of it as soon as possible and return it to you free home.
Even after the year's guarantee, we will maintain your loved ones. We support all your needs, repair, restore and patch together again; so you can enjoy your product as long as possible!




Can I return stuff or change it?


Since most of our products are custom made, we ask you to consider that when your purchase. Custom-made products are generally excluded from the right of return, but we do make exeptions from this rule in individual cases.
Exempted from this are already finished products such as unique pieces, here the EU online shop right of withdrawal of 2 weeks is valid anyway.




What are the return terms and conditions?


Exchange:
If something does not fit and you want to change it, you have 2 weeks to let us know. The deadline to notify us begins, once you received the goods.
If the error with the fit lies on our side, we of course take over any additional shipping costs.
In all other cases, the payment of all additional shipping costs is on the side of the customer.
Return:
For already finished products such as one-off items, you can generally withdraw from your purchase for 2 weeks as long as the item is in perfect condition and was not carried further than you could have done in our store.
The deadline to tell us this is also 2 weeks after receipt of the goods.
The assumption of the shipping costs for pure returns are on the customer side.
Please Note our updated policy concerning reimbursement for returned products: In case of a return, we will withhold 5,00€ per returned product and reimburse the remaining purchase price minus any costs incurred by free shipping.This change in policy is due to an increasing number of orders that appear to have been made simply for trying numerous products on and then returning them. We are a small business and cannot stem return costs as easily as a big store or online platform! (This will NOT apply to products that are being exchanged as well as already made unique pieces! This is because we specifically produce your hat/bag/etc upon your order instead of simply sending them out of a warehouse.) We do understand that with an online purchase, the risk for a product not fitting as expected or a discrepancy in color accuracy is higher than when bought IRL, we do our best to portrait and describe each product as accurately as possible. When in doubt, just drop us a line and we are happy to assist you! In case of a complaint or exchange, the task of return must be done within 7 working days of notification. Please always send returns with tracking. We assume no liability for missing shipments. The dispatch from our side always takes place with tracking. Germany-wide we ship with DHL and internationally with Deutsche Post consignment.
If you want express shipping, just let us know and we'll take care of it. Additional costs are in this case of course on your side.





Address

Captn-Crop

Reuterstr.52

12047 Berlin

Germany

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Opening Times

Tue-Fr

15.00-19.00

Sat

14.00-18.00

Stay in Touch

Tel

+49 175 6296989

Email

captncrop@gmail.com

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* Alle Preise inkl. gesetzl. Mehrwertsteuer zzgl.  Versandkosten und ggf. Nachnahmegebühren, wenn nicht anders beschrieben

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