Lift Down

Hi Tom, Thank you for the honest write up, and I'm glad Marielle got the refund sorted quickly. On the bag, you're right, and we've already made the change. Earlier this week we moved to boxes only. It costs us about 50% more to deliver your orders that way, and we've kept shipping charges to the UK, Europe and Australia exactly where they were. On your note about multiple manufacturers, we only use one manufacturer for the Classic Cap, and every customer worldwide gets the exact same cap. Yours just shipped from our warehouse in China rather than the US. That is what keeps your shipping at $7 instead of the roughly $30 it would cost to send from the States. Same cap either way. On fit, the Classic Cap is unstructured with no buckram, so it sits softer and less rigid than a structured cap. We make three sizes, Small, Regular and XL. If Regular left extra material sitting up top on you, Small is very likely the one you wanted. I'd be glad to send you one at no cost if you're open to trying again, just let our support team know [email protected] - Tarrik

Hi Chloe, Sorry about the packaging. That's fair, and we're in the middle of moving non-US orders over to proper boxes while trying to do it without pushing up the $7 shipping cost. On origin: Lift Down is a US company based in New York, and the Classic Cap is our own design. We manufacture overseas like nearly every hat brand, and we fulfill international orders through a partner in China. That's what lets us offer shipping roughly 75% cheaper than shipping from the US, and it's what makes it possible for us to serve customers in Australia at all. Our US and international customers receive the exact same product, it's just stored in a different fulfillment center. On the comparison: these aren't blanks pulled off a catalog. The Classic Cap is our own pattern, made in three real head sizes rather than one adjustable fit, which is the reason the brand exists in the first place. Two weeks to Australia is longer than we'd like. We'd like to make this right, and our team will be in touch. - Tarrik

Hi Ken, We understand mistakes happen when placing an order, like adding more items than you meant to. We're more than happy to help you return the extra cap and get it refunded. Just reach out to our support team at [email protected] and we'll get back to you right away with return instructions. We can send over a copy of your invoice at the same time. - Tarrik

Hi Steve, Our caps are put together by hand, and what you received didn't meet our standards. A recent small production batch was scrapped for that reason, but part of it was shipped to our fulfillment center by mistake. We're in contact with the affected customers now, and yours sounds like one of them. Email [email protected] and we'll replace it or refund you, your choice. On the softness, that part is intentional and it's stated in our product description. The Classic Cap is unstructured and pre-shaped so it wears broken in from day one rather than stiff. We also show photos of models wearing the caps so customers can see how it actually sits on the head before ordering. - Tarrik

Hi Mark, Sorry to hear about this. We can say with full confidence that it did not originate with us. Our checkout runs entirely on Shopify Payments, which is PCI DSS Level 1 certified. Card details are encrypted and tokenized by Shopify at the moment of entry, and we never see, handle, or store your card number at any point. We'd recommend raising this directly with your card issuer. They can trace where the number was actually used and reverse any fraudulent charges. Most issuers also offer zero liability protection on unauthorized transactions. If there's anything you need from us for that process, such as your order confirmation or transaction details, just email us and we'll get it over to you right away. - Tarrik

Hi Christopher, Sorry about the packaging. We're in the middle of transitioning to boxes and are working to do it while keeping shipping at $7 rather than passing the cost on. On origin: we ship from a fulfillment center in China, but these are our own proprietary products, designed by our team in the US. They have nothing to do with the companies you mentioned. Shipping from there is what lets us charge $7 instead of the roughly $30 it would cost to ship from the US. Our US and international customers receive the exact same product, it's just stored in a different fulfillment center. Separately, we will always replace or refund a customer who receives something damaged. If your cap arrived damaged we'll replace it right away, no return needed. Our team has been trying to reach you to offer exactly that and hasn't heard back. The offer is still open. - Tarrik

Hi Kate, Hi Kate, thank you for taking the time to write this, and I'm sorry the cap missed the mark. A dirty postage bag with no receipt is not how anything should arrive, and that one is on us. We're actually in the middle of moving non-US orders over to proper boxes, and we're working to do that without pushing up your shipping cost. On the fit and the return, I don't want you paying to ship anything back to the US. Please email us at [email protected] with your order number and we'll sort either a replacement in the right size or a full refund, return postage covered, whichever you'd prefer. We'd genuinely like the chance to make this right. - Tarrik

Hi Janie, Thanks for the feedback, and sorry the cap didn't fit. We have a self-serve return portal that generates your label automatically. We'd love to hear what made the process inconvenient for you, so we can share it with our website development team. On the shipping cost, returns are expensive to run, and what we charge back covers only part of what it costs us, not an elevated rate. Making returns more economical is something we keep working on. Email us at [email protected] with your order number and let us know where the process fell short. - Tarrik