Frequently Asked Questions

We have provided answers to frequently asked questions (FAQs) below. The FAQs are grouped by type. Click on these links to go to a particular FAQ group.

Coupons & Discounts FAQs
Managing your Account FAQs
Order Management FAQs
Payment & Security FAQs
Products & Reviews FAQs
Refer for Discount FAQs
Returns & Refunds FAQs
Shipping & Tracking FAQs

Coupons & Discounts

Do you offer coupons in your store?

Yes. We offer different types of coupons and discounts in HatStoreMart.com : Flash Deals and Refer for Discount

How do I use a coupon in your store?

If you have a valid coupon code, you can apply it at the cart page – just below the PROCEED TO CHECKOUT button, there is a field to apply a coupon.

You could also apply a coupon at the checkout page. Right on top of the page, click “Click here to enter your code” , enter the coupon code then click APPLY COUPON.

Sometimes, a coupon code may be applied to your cart automatically depending on the type of coupon.

Can I use multiple coupons in one order?

Generally no. Except specifically stated when you received the coupon, most coupons in HatStoreMart.com can only be used on a one-coupon-per-order basis

How do I create an account in your store?

To create an account, click My Account enter your email and click REGISTER.

Can I login to my account with my Facebook or Google Account?

Yes. To login with Facebook or Google, navigate to My Account then click LOGIN WITH FACEBOOK or LOGIN WITH GOOGLE. You will be taken to Facebook or Google to enter your login details. Once you have entered your login details, you will be returned to HatStoreMart.com and automatically logged into your HatStoreMart.com   account.

How do I sign in to my account?

Click My Account (opens in a new page) then enter your username and password. You could also login with Facebook or Google.

I forgot my password, how do I retrieve it?

If you lose your password, click Recover My Password (opens in a new page) and submit your email address. You will receive a link via email to create a new password.

 

Why am I required to provide my email address?

Your email address helps us provide timely information to you about your order. It also acts as your username, helps you log in and allows you to save items in your cart until you are ready to check out.

What happens when I don’t use my account for a long time. Would it be deactivated?

We’ll be extremely sad when you don’t visit us as often but we will never deactivate your account unless you requested it, or for exceptional cases of customers with a very high repeated order rejection rate.

Order Management

Can I use multiple coupons in one order?

Generally no. Except specifically stated when you received the coupon, most coupons in HatStoreMart.com can only be used on a one-coupon-per-order basis

I am having troubles adding items into my cart. Why?

If you are having trouble adding products into your cart, please ensure that you have made all size and color selections. If you still have problems contact us via live chat (when online) or [email protected]. You could also email us via our Contact Us page.

The product I received is different from the description. What do I do?

If the product you received is different, please Contact Us for resolution. (depending on the product, you may be required to forward a screenshot or video recording of the product). After an investigation, we will let you know of the next line of action.

Other ways to contact us are via live chat (when online) or email [email protected]

The product I received is damaged and (or) defective. What should I do?
HatStoreMart.com assures customers of 100% satisfaction when you buy from us. We are committed to providing you with the best quality products to meet your needs. However, should you be dissatisfied with your purchase, follow the steps below:

  • Contact us within 5 days of receiving your order by sending an email to [email protected]
  • Send details of your complaint (Attaching screenshots or video clips depending on the product and the defect)
  • Our support team will respond to you within 24 hours to proffer a resolution which could be a replacement or refund
How do I order a product in your store?

On the product page, select color and (or) size, then enter the quantity you wish to buy and click ADD TO CART. When you click ADD TO CART you will be redirected to your cart. If you want to continue shopping, click CONTINUE SHOPPING (Left of the page). Or if you have finished shopping then click PROCEED TO CHECKOUT (right of the page).

At the checkout page, enter your credit or debit card information and click PLACE ORDER. It will take some time to process your payment and if your payment is successful, your order will be placed!

At the checkout page, you could also select to pay with PayPal and click PROCEED TO PAYPAL – you will be redirected to PayPal where you will login or enter your credit or debit card details. PayPal will automatically return you to HatStoreMart.com and if your payment is successful, your order will be placed!

How long does it take for you to ship my order?

We target to ship between 2-5 business days, maximum of 7 days. If in the rare instance we are not able to ship your order within this timeframe, we will let you know.

How long does it take for me to receive my order?

We proudly offer FREE shipping to our customers from our warehouses in China. Depending on your country, it takes between 10 and 30 days to receive your order – it may be faster sometimes. To see our shipping delivery estimates visit our Shipping & Delivery page.

Do you accept bulk orders?

Yes! But this may be subject to verification depending on the quantity. There is no limit to the quantity you can order. If you wish to discuss bulk orders or request bulk order discount, email [email protected].

Do you offer discount for bulk orders?

Yes! Bulk orders are treated on an individual basis. We offer bulk order discount based on quantity and cost. There is no limit to the quantity you can order. If you wish to discuss bulk orders or request bulk order discount, email [email protected].

Can I save items in my cart to view later?

If you login to your account and add items to your cart, you will be able to view your saved items later – you will need to login to your account to view saved items in your cart. 

What can I do if my order delivery is delayed?

We ensure that customers orders are delivered within the stipulated time (see Shipping & Delivery for details). If in some exceptional case we are late, we will inform you proactively.

If you have any further questions regarding your late order, please chat with us via our live chat on the website or send an email to [email protected]

Will all items in my order arrive same time?

For logistics reasons, items in the same purchase may sometimes be sent in separate packages, even if you’ve specified combined shipping. 

How do I order a different color or size of a product?

Beside the Color (Choose an Option) drop-down, select the color you wish to order, if the product has a size option, choose the size you wish to order. Finally, in some of our products we give you the option to ship from different countries, select the country you wish for your product to be shipped from – then click ADD TO CART. 

Can I cancel or change my order / How do I cancel an order?

Yes, you can cancel or change your order.

All orders can be cancelled until they are shipped. If your order has been paid for and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Note that for order cancellation or change, the earlier you contact us the better.

If you wish to cancel or change your order email [email protected] within 12 hours of placing your order.

How do I view and Print the invoice of my order?

When you place an order you will receive a receipt within few minutes of completing your order. If you paid with credit or debit card you will receive an email from HatStoreMart.com , with your receipt and invoice. If you paid with PayPal, you will receive your invoice from PayPal. You could also view your invoice from your PayPal account (if you logged into PayPal to pay)

Whether you paid with credit/debit card or PayPal, if you have an account with us, you can login to your account in HatStoreMart.com , click ORDERS, open the order you wish to view or print an invoice for, highlight the entire information in the order then use Ctrl+P to print the invoice.

If you need help printing invoice for an order, email [email protected].

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on HatStoreMart.com .
You are protected when:

  • The item you ordered did not arrive within the time we promised – see Shipping & Delivery for details.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

Payments & Security

How do you ensure my card safety?

Our store is fully secured with the best technologies that guarantee the safety of your credit or debit card. Our store uses SSL (our store has httpS, NOT http – this shows that it is a secure store). SSL ensures that the card details you enter during payment is encrypted (kind of “hidden”).

We use top payment providers – Stripe, PayPal, Apple Pay and Amazon – these are all well-known names that ensure your cards are safe.

Moreover, we do not store your credit or debit card details on our site. All details are managed by our payment processing partners

To read more how we keep your information safe, visit our Privacy Policy page

What payment methods do you accept?

We accept Credit or Debit card and PayPal. Visit our Payment Methods & Currencies page for more details.

What type of Credit or Debit cards do you accept?

We accept Visa, MasterCard, and American Express credit or debit cards. You can pay with any of these cards.

Do I need a PayPal account to pay with PayPal?

No. If you select to pay with PayPal at checkout, you could enter your credit or debit card details and PayPal will process your payment. Please read more in our Payment Methods & Currencies page.

Products & Reviews

How do I search products?

Place your mouse in the search bar on top of the page, start typing a word for the product you are looking for. When you enter two letters of the word, our smart search will display a list of available products based on the word you entered.

How can I check review ratings of a product before I buy?

Scroll down towards the middle of the product page and click the REVIEWS tab. If there are reviews, they will be available here. Note that some products may not have reviews yet.

How do I review a product?

Scroll down towards the middle of the product page and click on the REVIEWS tab. Select a star rating, then enter your review details, upload images (not required), then enter your name and email and submit your review!

How do I add products to my wish list?

Hover over the product and click on the heart symbol. The product will be added to your wish list. The Wishlist (top of any page, beside cart) will show the number of products in your wishlist.

Can I save products in my Wish list?

Yes but you have to create an account and login for your Wishlist to be saved. To create an account or login to your account, click My Account.

 

How do I access products in my Wishlist and buy the product?

Click on the Wishlist on the top of the page If you are logged on to your account, you could also click Wishlist on the left of your account page.

To buy a product in your Wishlist, click SELECT OPTIONS beside the product in your Wishlist – the product details page will load. Add the product to cart and complete checkout as normal.

How do I share product with my friends on Social Media?

Every product page has a list of social media icons just below the ADD TO CART button. Click the socila media icon you wish to share product to share the product.

To benefit from the product you share with your friends, we strongly recommend that you use your unique referral link offered by our Refer for Discount program. You will receive 10% discount for every purchase made by your friends when you share a product using your referral link. Click  Refer for Discount  to read more about our Refer for Discount program.

Are there hidden charges when I order from your store?

There are no hidden costs or charges when you order from HatStoreMart.com . All costs are 100% visible at the end of the checkout process.

I am having troubles adding items into my cart. Why?

If you are having trouble adding products into your cart, please ensure that you have made all size and color selections. If you still have problems contact us via live chat (when online) or [email protected]. You could also email us via our Contact Us page.

The product I received is different from the description. What do I do?

If the product you received is different, please Contact Us for resolution. (depending on the product, you may be required to forward a screenshot or video recording of the product). After an investigation, we will let you know of the next line of action.

Other ways to contact us are via live chat (when online) or email [email protected]

How do I order a different color or size of a product?

Beside the Color (Choose an Option) drop-down, select the color you wish to order, if the product has a size option, choose the size you wish to order. Finally, in some of our products we give you the option to ship from different countries, select the country you wish for your product to be shipped from – then click ADD TO CART. 

The product I received is damaged and (or) defective. What should I do?
HatStoreMart.com assures customers of 100% satisfaction when you buy from us. We are committed to providing you with the best quality products to meet your needs. However, should you be dissatisfied with your purchase, follow the steps below:

  • Contact us within 5 days of receiving your order by sending an email to [email protected]
  • Send details of your complaint (Attaching screenshots or video clips depending on the product and the defect)
  • Our support team will respond to you within 24 hours to proffer a resolution which could be a replacement or refund
How do I order a product in your store?

On the product page, select color and (or) size, then enter the quantity you wish to buy and click ADD TO CART. When you click ADD TO CART you will be redirected to your cart. If you want to continue shopping, click CONTINUE SHOPPING (Left of the page). Or if you have finished shopping then click PROCEED TO CHECKOUT (right of the page).

At the checkout page, enter your credit or debit card information and click PLACE ORDER. It will take some time to process your payment and if your payment is successful, your order will be placed!

At the checkout page, you could also select to pay with PayPal and click PROCEED TO PAYPAL – you will be redirected to PayPal where you will login or enter your credit or debit card details. PayPal will automatically return you to HatStoreMart.com and if your payment is successful, your order will be placed!

Refer for Discount

How do I register for your Refer for Discount Program?

If you have an account with HatStoreMart.com , login to My Account then click the Refer a Friend. Your unique referral link will be shown. You will also be able to send your link to your friends and family using the social media and email tools.

If you don’t have an account yet, create one by clicking this link – My Account – enter your email beneath REGISTER and click REGISTER. You will be logged in automatically while your login details will be emailed to you.

To make it easier for you to refer to your friends, if you are logged into your account, your unique referral link will be displayed below:

When do I receive my discount after referring a customer?

You will receive your 10% discount code via email when the person you referred makes a purchase using your referral link.

How long does the person I referred have to make a purchase?

The person you referred has 30 days to make a purchase, after which the link expires and you will no longer benefit from the referral.

Does my discount expiry?

Yes, you have up till 7 days to use your referral code.

How do I receive my discount code after the person I referred makes a purchase?

We will send you an email with the discount code. You can also view your discount code(s) in My Account page (login required)

Does the person I referred get any discounts?

Yes! 5% discount is automatically applied to their first purchase. All the person needs to do is open the link you sent, makes a purchase while on HatStoreMart.com and 5% discount will be applied to their first purchase.

Can I combine the Refer for Discount code with any other code from your store?

No. Unfortunately, Refer for Discount code policy does not allow you to combine the code with other discount codes in 1 order. You can use the codes in different orders.

Returns & Refunds

Do you accept returns and refunds?

We accept return and refunds subject to our Terms & Conditions. See our Refunds & Returns Policy for details

The product I received is different from the description. What do I do?

If the product you received is different, please Contact Us for resolution. (depending on the product, you may be required to forward a screenshot or video recording of the product). After an investigation, we will let you know of the next line of action.

Other ways to contact us are via live chat (when online) or email [email protected]

The product I received is damaged and (or) defective. What should I do?
HatStoreMart.com assures customers of 100% satisfaction when you buy from us. We are committed to providing you with the best quality products to meet your needs. However, should you be dissatisfied with your purchase, follow the steps below:

  • Contact us within 5 days of receiving your order by sending an email to [email protected]
  • Send details of your complaint (Attaching screenshots or video clips depending on the product and the defect)
  • Our support team will respond to you within 24 hours to proffer a resolution which could be a replacement or refund
How can I get my refund?

If the product you ordered is delayed (have not arrived after 45 days), damaged or not as described, contact us with your complaint within 5 days of order delivery and a 100% refund will be processed to your account. This is subject to our Refer & Refund Policy

Shipping & Tracking

Which Countries do you ship to?

We offer FREE shipping to over 200 countries. For more details, visit our Shipping & Delivery page

Do you provide tracking?

Yes. When we send your shipping confirmation email it will contain your tracking information. You can click the tracking number to get details of your order shipping. You may also track your order via our tracking page

Do you offer free shipping?

Yes. We offer FREE shipping to over 200 countries!

How long does it take for you to ship my order?

We target to ship between 2-5 business days, maximum of 7 days. If in the rare instance we are not able to ship your order within this timeframe, we will let you know.

How long does it take for me to receive my order?

We proudly offer FREE shipping to our customers from our warehouses in China. Depending on your country, it takes between 10 and 30 days to receive your order – it may be faster sometimes. To see our shipping delivery estimates visit our Shipping & Delivery page.

If you still have any question or requires any clarification, kindly complete our Contact Us form or drop us a message in the live chat