FAQ
Orders
Q: How long does it take to process my order?
A: All orders are processed and shipped within 1-3 business days from the date of purchase. Orders placed before 3:00 PM Central Time will be processed the same day. Orders placed after 3:00 PM Central Time will be processed on the next business day. We do not process orders on weekends or public holidays.
Q: Can I modify or cancel my order?
A: If you wish to modify your order, please contact us within 24 hours of placing your order at info@enriqueshats.com. After 24 hours, your order may have already entered the processing stage and may no longer be modifiable. In this case, you would need to follow our return process to make any changes.
Q: How will I know my order has been confirmed?
A: Once your order is placed, you will receive an email confirmation containing your order details. After your order has been processed and shipped, you will receive a shipping confirmation email with a tracking number.
Q: What if my order is delayed or lost?
A: We are not liable for shipping and delivery delays caused by factors outside our control (carrier delays, weather conditions, natural disasters, incorrect addresses, etc.). If your package has not arrived within the estimated delivery window, please contact us at info@enriqueshats.com. We will work with the shipping carrier to locate your package. If a package is confirmed lost by the carrier, we will work with you to resolve the issue, which may include reshipping the order or issuing a refund.
Shipping & Delivery
Q: What shipping methods do you offer?
A: We currently offer Standard Shipping within the United States only. Delivery time is estimated at 4-7 business days after shipment.
Q: How much does shipping cost?
A: We offer free standard shipping on all orders within the United States.
Q: Can I track my order?
A: Yes, once your order has been shipped, you will receive an email with a tracking number and a link to track your package. You can also track your order by logging into your account on our website. If you have not received your tracking information, please contact us at info@enriqueshats.com.
Q: Do you ship to P.O. boxes or military addresses?
A: We may not be able to ship to P.O. boxes or military addresses (APO, FPO, DPO) for certain items. Please contact us before placing an order if you need shipping to these addresses.
Q: What if my shipping address is incorrect or incomplete?
A: Please ensure your shipping address is complete and accurate before placing your order. We are not responsible for packages that are delayed or not delivered due to incorrect or incomplete addresses provided by the customer. If an order is returned to us due to an incorrect address, we will contact you to confirm the correct address. Additional shipping charges may apply for reshipment.
Q: Which shipping carriers do you use?
A: We work with trusted shipping carriers including USPS, UPS, and FedEx to ensure reliable delivery of your orders.
Payment
Q: What payment methods do you accept?
A: We accept the following payment methods: Credit Cards (Visa, Mastercard, American Express, Discover), Debit Cards (with Visa or Mastercard logo), and Digital Wallets (PayPal, Apple Pay, Google Pay). All payments are settled in US Dollars (USD).
Q: Is my payment information secure?
A: Yes. All payment transactions are processed through SSL (Secure Sockets Layer) encrypted connections. We do not store your complete credit card information on our servers. All payment information is processed in accordance with PCI DSS (Payment Card Industry Data Security Standard) requirements.
Q: Why was my transaction declined?
A: Transactions may be declined for the following reasons: suspected fraud or unauthorized activity, invalid or expired payment information, insufficient funds or credit limit reached, violation of our Terms of Service, or technical errors or system issues. If your transaction is declined, please contact your bank or our customer service team for assistance.
Q: When will I receive my invoice?
A: After order confirmation, we will send an electronic invoice to your registered email address. Invoices will include a detailed breakdown of charges, applicable taxes, shipping costs, and total amount paid.
Returns & Exchanges
Q: What is your return policy?
A: We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return. Your item must be in the same condition as received — unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Q: How do I initiate a return?
A: To start a return, please contact us at info@enriqueshats.com. Once your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Q: Who pays for return shipping?
A: Unless the item is defective, damaged, or incorrect, the customer is responsible for return shipping costs.
Q: How long does it take to process a refund?
A: We will notify you once we've received and inspected your return. If approved, you'll be automatically refunded on your original payment method within 10 business days. If more than 10 business days have passed since approval, please contact us at info@enriqueshats.com.
Q: What items cannot be returned?
A: The following items cannot be returned: items that have been washed or manually damaged.
Q: How do I exchange an item?
A: The fastest way to exchange an item is: (1) Return your current item following the return steps above. (2) Once your return is accepted and processed, place a new order for the item you want. This ensures you receive your desired item without waiting for the refund to process.
Q: What if I received a damaged or defective item?
A: Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate and make it right.
Account
Q: Do I need an account to place an order?
A: You may be asked to provide certain information such as your email address, billing, payment, and shipping information to place an order. You are solely responsible for maintaining the security of your account credentials and for all of your account activity.
Q: Can I transfer or sell my account to someone else?
A: No. You may not transfer, sell, assign, or license your account to any other person.
Q: How do I reset my password?
A: Please contact us at info@enriqueshats.com for assistance with resetting your password.
Privacy & Security
Q: How do you use my personal information?
A: We use your personal information to provide you with our Services, including processing payments, fulfilling orders, managing your account, sending marketing communications (which you can opt out of at any time), detecting fraud, and providing customer support. For more details, please review our Privacy Policy.
Q: Do you use cookies?
A: Yes. We use cookies and similar tracking technologies to collect and store information about your interactions with our website. Cookies help us remember your preferences, understand how you browse our website, deliver personalized content and targeted advertisements, and improve your shopping experience. You can manage your cookie preferences through your browser settings.
Q: How do I opt out of targeted advertising?
A: Depending on where you reside, you may have the right to opt out of the sale or sharing of your personal information for targeted advertising. To exercise this right, please contact us at info@enriqueshats.com.
Q: How can I access or delete my personal information?
A: Depending on where you live, you may have the right to request access to, deletion of, or correction of personal information we hold about you. To exercise any of these rights, please contact us at info@enriqueshats.com. We will respond to your request in a timely manner as required by applicable law.
Q: How can I ensure my payment information is secure?
A: To ensure the security of your payment information: (1) Use strong, unique passwords for your account and payment methods. (2) Never share your credit card number, CVV code, or other payment details with anyone. (3) Regularly review your bank and credit card statements to identify any unauthorized charges. (4) Report suspicious activity to us immediately at info@enriqueshats.com.
General
Q: Do you offer international shipping?
A: Currently, we only support shipping within the United States.
Q: What if I have a complaint about my experience?
A: If you have complaints about how we process your personal information, please contact us using the information provided below. You may also have the right to lodge your complaint with your local data protection authority.
Q: How can I contact customer service?
A: If you have any questions or concerns, please contact us:
- Email: info@enriqueshats.com
- Phone: +17087376752
- Mailing Address: 5005 W Cermak Rd, Cicero, IL 60804, US
- Business Hours: Monday to Saturday 10:00 AM - 5:00 PM | Sunday 10:00 AM - 1:00 PM
- Response Time: We will respond to your inquiries within 24-48 hours.