New Era Cap Returns Policy

★
I am waiting a month for a refund
I am waiting a month for a refund. My return package has been delivered to them three weeks ago yet they don't want to refund me. Please avoid... I am waiting a month for a refund. My return package has been delivered to them three weeks ago yet they don't want to refund me. Please avoid Read more

K K

★
I still have not yet received my money back from a month ago that I sent back the items! Ridiculous
It was a terrible experience with New Era. I ordered a teen size, but they sent me a child size instead. When I called them, they admitted it was beca... It was a terrible experience with New Era. I ordered a teen size, but they sent me a child size instead. When I called them, they admitted it was because they were out of stock-meaning they just send whatever they have instead of what the customer actually ordered. I requested a return and refund, and after shipping the item back, I followed up with their customer service. Their response: "Your parcel has reached the ReBound warehouse in the UK and will be shipped to our warehouse in Belgium within the next few days. As soon as your parcel reaches our warehouse and gets scanned, a refund will be issued automatically. This can take up to 28 days from the date you sent your parcel to us processing the refund." It's absolutely ridiculous that in this day and age, a refund should take up to 28 days! I will never purchase from New Era again. Read more

WY

★
Too bad you can't pick a 0 rating! Worst support ever!
Too bad you can't pick a 0 rating. Now, I am particularly talking about their customer service. It is basically non-existent, and if someone does writ... Too bad you can't pick a 0 rating. Now, I am particularly talking about their customer service. It is basically non-existent, and if someone does write back, it's as if they didn't even read the email. I am actually blown away by how bad the support channel is with New Era. I mean you have to almost be TRYING to set a record for the worst support. I love my LA sweater that I ordered, but issues with exchanging, and trying to contact support for questions related to the item and the exchange/return process. It's really quite sad, and I wish they would improve their customer service. It's been 4 or so years now since Covid and all that, and they still have a voicemail explaining that Covid is why their customer service by phone is not a thing Read more

Noah R.

★
Not honoring their policies
Tried to return a defective hat, but I was not able due to an issue on their site. Contacted customer service several times about it but never got a r... Tried to return a defective hat, but I was not able due to an issue on their site. Contacted customer service several times about it but never got a response. Filed a dispute with my credit card company but they decided that the verdict is I did not return the items within the timeframe. If they could respond to the credit card company then they could have responded to customers. Read more

Gx Ma

★
Bad experience customer service
On January 8th of 2025 new era received my return due to wrong size fitting , they approved my refund but i never received my refund back poor custome... On January 8th of 2025 new era received my return due to wrong size fitting , they approved my refund but i never received my refund back poor customer service due to the fact that is almost impossible to contact customer service for any question i definitely will never buy anything from them Read more

Jerry Ramirez

★
They sent the cap and it didn't...
They sent the cap and it didn't fit.While they did send me the refund info, I was not able to return the cap. They said 60 days had past and now I cou... They sent the cap and it didn't fit.While they did send me the refund info, I was not able to return the cap. They said 60 days had past and now I could not return it. This was totally not true.Once I confronted them about this and offered proof, they refused to answer anymore emails. Guess I ate that $45.00.A total rip off company. Order somewhere else and pass it on. Read more

Kara Kerr

★
Takes forever to refund you
Takes forever to refund you, but they have no problem sending you multiple emails a day trying to take my money again but takes 10 days+ to send me my... Takes forever to refund you, but they have no problem sending you multiple emails a day trying to take my money again but takes 10 days+ to send me my money after a return. This company does not care about it's customers or their money. I still do not have my refund, they have had my return since 11/27. I understand holidays delays, it does not take a week to refund me. These are $50 hats not hundreds of dollars here. But the lack of urgency in processing my refund versus their marketing team trying to get more of my money shows a complete lack of care to their customers Read more

Matthew Voytilla

★
Back to brick and mortar
Horrible online experience all the way through. Missing rewards points. Unable to return ill fitting cap. No real follow up from customer service. Bac... Horrible online experience all the way through. Missing rewards points. Unable to return ill fitting cap. No real follow up from customer service. Back to brick and mortar. Read more

Hats for the headless

★
I want to exchange a cap and cs still...
I want to exchange a cap and cs still hasnt replied 6 WORKING DAYS LATER. The cap was 37 euros and the cost to return it is 20 euros. SUCH A JOKE... I want to exchange a cap and cs still hasnt replied 6 WORKING DAYS LATER. The cap was 37 euros and the cost to return it is 20 euros. SUCH A JOKE Read more

Alex

★
Hat was too big
Hat was too big. Submitted return and they will only refund 35 dollars of the original 47 dollar order. Multiple sites had same price. Pick a differen... Hat was too big. Submitted return and they will only refund 35 dollars of the original 47 dollar order. Multiple sites had same price. Pick a different one just incase you need to return the item. Read more

Steven Hedgecorth

★
I should have read the reviews before...
I should have read the reviews before ordering. Shipping time and estimate has been awful. 2.5 weeks later and only just been dispatched AFTER contact... I should have read the reviews before ordering. Shipping time and estimate has been awful. 2.5 weeks later and only just been dispatched AFTER contacting customer care. Unhelpful regarding the situation as cap was ordered as a gift for a holiday which we won't receive the item in time for and NOW as we are away a full month will also be unable to return within the 28 day returns policy. (Live in an apartment and so the concierge will take in the parcel for us when it finally arrives). Extremely unhelpful and advise against ordering from them. Read more

Dee

★
Absolutely horrible customer service.
Absolutely horrible customer service.. no way to speak to anyone.. it says due to health crisis no one there to speak with.. they need to get with the... Absolutely horrible customer service.. no way to speak to anyone.. it says due to health crisis no one there to speak with.. they need to get with the times, that was over 4 years ago!!! NO CHAT either.. then they say may take up to 4 days to return email... HORRIBLE NEW ERA!! HORRIBLE !!! will NOT be returning!! Read more

Kim Rossi

★★
Hats yes - Customer service NO
The hats are nice, I'll give them that. But if something happens where you want to exchange, forget it. You have to return and re-order losing whateve... The hats are nice, I'll give them that. But if something happens where you want to exchange, forget it. You have to return and re-order losing whatever discounts or free shipping you originally received. Also, the return process is terrible. Returning is pretty easy, getting the refund takes way too long. It took almost 3 weeks for my refund to post to my account after they received the merchandise. Then there is no customer service to speak of. You can't speak to anyone and the only form of communication is the "help" button or email. Then you get a canned response saying you have to wait for an actual response. Then the actual response is also a scripted/canned response that doesn't actually answer your questions and basically just told me to wait longer for my refund. I am still waiting on a 2nd refund. We are at 10 business days for this refund and all I can do is wait and hope since there is no one I can actually contact about it. The hats are nice, but they are too expensive for this lack of customer service. Do better. Read more

Amy

★
Shipped me a hat in a flattened and...
Shipped me a hat in a flattened and ripped open box. All wet and stinky with no way to return it and they want me to go buy a box instead of sending a... Shipped me a hat in a flattened and ripped open box. All wet and stinky with no way to return it and they want me to go buy a box instead of sending a replacement with a box a can use. This along with the fact they don't make Tampa bay in low profiles anymore make this company a pathetic company! I'm done with these pathetic losers Read more

Bruce janssen

★
Hat Return
Ordered a hat, shipping charges are ridiculous. Took at least 2 weeks to receive. Hat was too small so started return process next day. No phone numbe... Ordered a hat, shipping charges are ridiculous. Took at least 2 weeks to receive. Hat was too small so started return process next day. No phone number, everything they email. Absolutely NO customer service. I sent hat back, received email after about a week saying I would get a refund for hat, not shipping charges. It has been over 3 weeks and nothing. Have emailed several times with NO response. I thought this was a legit company but after reading these reviews, I think I've been scammed. Look elsewhere for product. Read more

Clarence

★★
Dishonest policies
ChatGPT In summary, New Era has unlawfully deducted money from my bank account. Caution is advised. Further details: I've spent hundreds, potentially ... ChatGPT In summary, New Era has unlawfully deducted money from my bank account. Caution is advised. Further details: I've spent hundreds, potentially thousands of dollars on New Era products, generally of acceptable quality. However, there have been instances of dishonesty regarding their policies. Recently, after paying for an order, they issued a receipt for $14 more than authorized. Despite my request, they have refused to refund the excess. The only option they provide is a physical return (meaning I strip the box of labels, print new ones, and return the item). Additionally, I tried to cancel an order previously within an hour of placing it, but was informed it had already shipped. However, their own website showed it didn't ship for another week, and it took nearly two weeks for delivery. It's evident that New Era prioritizes procedures over customer service, and their policies regarding returns, refunds, and cancellations are unnecessarily stringent. Read more

Matt Brass

★
Company can't seem to get their items...
Company can't seem to get their items shipped, customer service is almost non-existent, cannot change or cancel orders...if you are lucky enough to ev... Company can't seem to get their items shipped, customer service is almost non-existent, cannot change or cancel orders...if you are lucky enough to ever receive your order you can return it at your expense...oh and they won't credit your refund, you will need to dispute this payment with your payment company, credit card, bank account, etc Buy from Lids, MLB, NBA, NHL, etc directly, Newera.com takes the fun OUT of ordering hats. Read more

JohnBlowHard

★
My USMC son bought a hat for me that...
My USMC son bought a hat for me that hE did not reliaze I had. He was supposed to return it but was deployed overseas. When he got back he reliazed th... My USMC son bought a hat for me that hE did not reliaze I had. He was supposed to return it but was deployed overseas. When he got back he reliazed that he forgot to send it. Now New Era will not exchange it for him because it was past 60 days. Nice way to treat our service folks. No response from New Era except NO. Read more

Daniel Roell

★
I ordered and received a cap in...
I ordered and received a cap in December. It was too small. I requested a return label multiple times to no avail. I'm disputing the charge. Do not or... I ordered and received a cap in December. It was too small. I requested a return label multiple times to no avail. I'm disputing the charge. Do not order from this company. Read more

LW

★
Charging $7.99 to return a hat
I ordered a New York Yankee SnapBack. The hat fits like it's almost a youth SnapBack. I have tons of new era SnapBack hats that I've bought elsewhere ... I ordered a New York Yankee SnapBack. The hat fits like it's almost a youth SnapBack. I have tons of new era SnapBack hats that I've bought elsewhere and fit really good. Now I want to return the hat but New Era is charging me $7.99 to return it. This is my first time buying directly from New Era and it will be my last. Read more

Emerson Siapo

★
Charging me $7.99 to return a hat
I ordered a New York Yankee SnapBack. The hat fits like it's almost a youth SnapBack. I have tons of new era SnapBack hats that I've bought elsewhere ... I ordered a New York Yankee SnapBack. The hat fits like it's almost a youth SnapBack. I have tons of new era SnapBack hats that I've bought elsewhere and fit really good. Now I want to return the hat but New Era is charging me $7.99 to return it. This is my first time buying directly from New Era and it will be my last. Read more

Emerson Siapo

★
Horrible customer support/service
We usually only use LIDS or FANATICS for our hats/sports merchandise but due to not finding the 7 hats we needed for gifts we had no choice but to loo... We usually only use LIDS or FANATICS for our hats/sports merchandise but due to not finding the 7 hats we needed for gifts we had no choice but to look elsewhere. We made our first 2 orders for Christmas 2023 and were charged $30.00 for a Christmas ornament that we did NOT order or want. We sent it back asap, accordingly to the website return instructions and still NO credit has been issued to us. We have emailed customer support several times and have only received a generic emails, informing us that we will hear back within 4 days. Well, that never happened and we are still waiting to hear back or see our credit since December. BUYER BEWARE; double check invoices for added and unwanted merchandise, prepare to be ignored by customer support and proceed with caution returning any items with this company. Read more

Shawna Van Dyke

★
I purchase a New Era Cap but it was too...large.
I purchase a New Era Cap but it was too large. I logged into their Return Portal and entered my email and order number. The portal kept indicating I h... I purchase a New Era Cap but it was too large. I logged into their Return Portal and entered my email and order number. The portal kept indicating I had the wrong order number. I attempted this several times making sure I had the right order number. I email New Era Caps several times getting a reply telling me to go to the Return Portal. The site also stated that their phone service is Suspended so I was unable to talk to anyone. Totally frustrated with this and will never order from them again. Read more

Kerry Paton

★
Customer service and communication horrible
I ordered a cap for my wife. It was a vintage fitted and on Christmas morning I discovered that I ordered the wrong size. We ordered another hat with ... I ordered a cap for my wife. It was a vintage fitted and on Christmas morning I discovered that I ordered the wrong size. We ordered another hat with the correct size and then I went through the process to return the one that did not fit. I never received a shipping label for the return. I contacted service by email as that is the ONLY way to get a hold of anyone. I contacted them 4 times. I still have not received any response. The customer Service and communication is terrible. I would not order from this company. Better off to go to a physical store. Read more

April Day-Odonnell

★
Stay away from these thieves
Stay away from these thieves! I wish I would have read the reviews before placed my order, I paid 15 dlls for the 2-4 days ground shipping cause I nee... Stay away from these thieves! I wish I would have read the reviews before placed my order, I paid 15 dlls for the 2-4 days ground shipping cause I needed the items fast, I received the order after 15 days and I send it back cause no longer needed, I was aware of the 7.95 charge for the shipping return that would be deducted from my refund and on top of that they took another extra 35 dlls for no reason. Read more

Maria Luquis

★★★★★
Just ordered 2 New Era hats and could...
Just ordered 2 New Era hats and could not be happier. I decided not to buy footed caps because of sizing. The hats are good quality and arrived at pro... Just ordered 2 New Era hats and could not be happier. I decided not to buy footed caps because of sizing. The hats are good quality and arrived at promised. I see a lot of reviews regarding having to pay for returns. I am not sure how much ch”these people by things on line but there are a lot of companies that charge to return items. Here again is the reason I did not purchase a fitted caps. As for the tracking complaints don't blame New Era that is a FedEx issue. Once the label is made to he responsibility is on FedEx. After I received my hats FedEx said was in shipment. Read more

D. Cortina

★
Never buying New Era Again
I dunno why this company is so popular. It's a shame they basically have a monopoly in the sports hat world. How much are they making already and can'... I dunno why this company is so popular. It's a shame they basically have a monopoly in the sports hat world. How much are they making already and can't pay for return shipping? They care about profits and not the customer. No customer chat or phone line, delivery takes forever, and the quality of hats has taken a nosedive in recent years. Not worth the price. I'll never own a new era hat again. Read more

Jake

★
Hard Pass in the Future
What kind of company doesn't allow for exchanges, or doesn't cover the cost of shipping for the return? Their hats are always a crapshoot in sizing, s... What kind of company doesn't allow for exchanges, or doesn't cover the cost of shipping for the return? Their hats are always a crapshoot in sizing, so unless you go to a physica location, you have to pay like $16+ just to find the right fit. What's more is that you can only use the promo codes once, so if your hat doesn't fit, sorry, return shipping AND you have to pay full price plus shipping for the next hat. I'll never be ordering from them again. Read more

Jake

★
They don't care
I was excited to get the new fitted cap I ordered. I have many fitted caps from New Era and never had a problem before. This one was mislabeled. It di... I was excited to get the new fitted cap I ordered. I have many fitted caps from New Era and never had a problem before. This one was mislabeled. It did not fit on my head. I measured the circumference and it was too small, compared to my other caps of the same size. The only option was to return it and incur an $8 return fee. There was no exchange option. I sent it back using their system and told the company about the problem. They told me there was nothing they could do. That was my last cap from New Era. They are too big to care about getting it right. Read more

MR RICHARD LIERZ

★
Hats are made in China where they have...
Hats are made in China where they have zero quality control measures - BEWARE - DO NOT buy online, only buy in person so you can try them on! I ordere... Hats are made in China where they have zero quality control measures - BEWARE - DO NOT buy online, only buy in person so you can try them on! I ordered 2 71/2 hats that were 3/4" size difference between the two. I was charged for the return; UNACCEPTABLE! Read more

Revy

★
STAY FAR AWAY!! KEEP YOUR TAXES AND STILL CHARGE A RETURN FEE! REALLY
I ordered 3 hats that came out to 84 dollars after taxes. The color of the hat was not the same as in the picture. So I was going to return the items ... I ordered 3 hats that came out to 84 dollars after taxes. The color of the hat was not the same as in the picture. So I was going to return the items but they were only going to refund me 65 dollars. Meaning they were going to keep the tax that I had to pay for the hats and they was going to charge me 8 dollars for shipping and handling. How are you going to keep someone taxes that they paid on an item and still charge shipping? In that case new era should not charge return shipping fees since they are already going to keep the taxes! STAY FAR AWAY Read more

Ant JP

★
Hat I ordered doesn't fit correct and...
Hat I ordered doesn't fit correct and want me to pay to return. Quality control is bull . They charge you 50 plus dollars for a hat and it takes 5 day... Hat I ordered doesn't fit correct and want me to pay to return. Quality control is bull . They charge you 50 plus dollars for a hat and it takes 5 days just to process and then however long it takes to finally get it. Read more

Kyle Bowman

★
Do not order from this company
Do not order from this company! And if you do make sure the size is correct . I ordered a hat for my grandson. It was too big. I returned it. They sai... Do not order from this company! And if you do make sure the size is correct . I ordered a hat for my grandson. It was too big. I returned it. They said they received my return two month later I still have not received my refund. Their customer service is horrible and the only way you can speak to someone is through email which they do not respond back! I reached out to my bank and I'm disputing the charges. Read more

Cheri

★
Be careful
Whatever you do, do not purchase from these people. No phone contact, no refund until after you receive an item, even if you cancel within 5 minutes, ... Whatever you do, do not purchase from these people. No phone contact, no refund until after you receive an item, even if you cancel within 5 minutes, like I did. They will tell you, you have to receive the item, then return it for a refund. No tracking number exists. WHAT A SCAM. WATCH OUT FOLKS. BE CAREFUL. Read more

David West

★
Website is useless
Website is useless. And workers are clueless. Ordered an Angels hat and received a dodgers hat for some reason. I guess workers can't tell different b... Website is useless. And workers are clueless. Ordered an Angels hat and received a dodgers hat for some reason. I guess workers can't tell different between the two teams. Ordered a red angels hat and received a blue dodgers hat. Instead of them fixing the problem and sending me the correct hat I had to return this hat, which was a pain in the butt and order all over again. Idk why they just can't send the correct item without me having to order again. I won't order again and will never buy from their website again. Expensive hats for no reason. They use to cost $25 when I bought them as a kid. Read more

Chris Free

★
Horrible customer support. Over two weeks to arrive. Charges for returns.
No phone customer service support. Email support takes two days. Took over two weeks to arrive with no predicted arrival date while making purchase. T... No phone customer service support. Email support takes two days. Took over two weeks to arrive with no predicted arrival date while making purchase. Their interface never asked me where I wanted it shipped! Only asked payment info then voila! The purchase confirmation pops up with an address I never entered and they never asked for - and it was incorrect! Wrong city! How on earth?? Inquiring about this issue via only option of email, customer service was arrogant dismissive and unhelpful. Plus They charge you to return items. Arrogant antiquated out of touch online shopping experience. I never ever waste my time writing reviews. This pissed me off so badly I felt compelled to do so. This was supposed to be a Christmas gift. Arrived seven days after Christmas Eve. Just a shitshow. Not even confident my refund will be processed in a timely manner or correctly. Zero faith or good things to say. So regretful about wasting my time and energy with this place. Read more

Hk