Ordering a hat from outside the UK is simplest when you think of delivery as four separate stages: Christys’ processing and dispatch, tracked carrier transit, destination-country customs clearance, and final delivery. The delivery charge shown at checkout covers the applicable Christys delivery charge, but it does not create a universal promise about customs costs or release times.
This guide explains what to expect at each stage, what to do if a carrier contacts you, and where the current Shipping Policy and Refund Policy fit into the journey. Customs rules change by destination, so check your country’s official guidance before ordering.
Before ordering: processing, delivery service and the checkout total
Once payment has been confirmed, stock items are usually processed within 1–2 working days. Handmade products take 7 working days to be made and packed. Orders placed over a weekend or public holiday are processed on the next working day. These are processing times before dispatch, not delivery times.
For Europe, the current Shipping Policy says orders are sent by DHL Economy tracked service, with typical delivery to most European destinations within 3–4 business days after dispatch. Worldwide orders outside Europe are sent by DHL Express tracked service, with typical delivery to most destinations within 2–3 business days after dispatch. Delivery charges are calculated automatically once your delivery address is confirmed at checkout.
The post-dispatch windows are useful planning guidance, not guarantees. A parcel may still need customs clearance, and customs delays are outside Christys’ control. Keep the order confirmation, delivery address and dispatch notification available: they are useful if you need to check tracking or answer a carrier query.
The checkout grand total does not include additional import duties required by the destination country. Under the Shipping Policy, the customer is liable for applicable import duties, customs charges and local sales taxes. These fees vary by country and may be charged when the parcel reaches its destination. For a fuller explanation of landed costs, read International shipping costs and customs: a plain-English guide.
After dispatch: tracking, customs contact and practical next steps
Tracking is included for both international services. Start with the tracking reference in your dispatch confirmation and use the carrier’s official tracking page for shipment-specific updates. A status such as “customs clearance”, “awaiting payment” or “additional information required” usually means the destination carrier or customs process needs attention before delivery can continue.
If the carrier requests payment or documents, first check that the request matches your tracking number, delivery address and shipment details. Do not rely on an unexpected payment link alone: open the carrier’s official website independently, enter the tracking number there, or contact the carrier through its published customer-service channel. You can also check the relevant destination customs authority for the country’s current import requirements.
If tracking appears to stop, check the official carrier record before contacting Christys. If a European order has not arrived within 7 working days after dispatch, or a worldwide order has not arrived within 10 working days after dispatch, contact Christys with your order number. These are the policy’s contact thresholds for guidance after dispatch, not guaranteed delivery dates.
A customs hold does not necessarily mean the parcel is lost. It may be waiting for payment, an importer response, identity or invoice information, or a routine clearance decision. Respond promptly through the verified carrier channel, keep copies of anything submitted, and ask the carrier what will happen if the requested information or payment is not provided by its deadline.
If fees are not paid: returns and refunds
If you refuse to pay the fees requested for release, the Shipping Policy says the order will come back to Christys and the cost of shipping will be deducted when refunding. For a deeper explanation of customs charges, delays and refused deliveries, see International customs charges, delays and refused deliveries.
The Refund Policy says refunds are credited to the original account or card less any taxes or import duties incurred. Express shipping charges are not refunded; where express delivery was chosen, only the standard shipping amount is refunded. After Christys receives the returned item or parcel, processing can take up to 10 working days. Separate return conditions may also apply, including the requirement that returned items are unworn, clean, in saleable condition and in their original packaging, so read the full policy before sending anything back.
Frequently asked questions
Does the delivery charge include customs? See the checkout and customs explanation above: destination-country import duties, customs charges and local sales taxes may be payable by the customer. The current Shipping Policy remains the reference point.
Why can’t Christys give one exact customs price? Charges vary by destination and current local rules, so check the relevant customs authority for guidance on your shipment.
Are delivery times guaranteed? No. The post-dispatch windows earlier in this guide are typical planning guidance; customs clearance can add time.
What should I do if a payment request looks suspicious? Verify it through the carrier’s official tracking page or published customer-service channel using your tracking number. Do not use an unexpected payment link simply because it carries the carrier’s name.
What should US customers make of the under-$800 note? The current Christys Shipping Policy states, “USA orders under $800 are not subject to Duty”. This is not universal tax, customs or legal advice and does not guarantee that every other import-related charge is absent. Confirm the position for your shipment with the carrier and relevant US authorities.
When should I contact Christys? Check official tracking first, then follow the post-dispatch contact guidance in the earlier section if your parcel has not arrived. Include your order number.
Before ordering, check the current Shipping Policy, confirm the delivery address and service shown at checkout, and allow for destination-country charges that are not included in the grand total. Keep your order number and dispatch tracking reference accessible while the parcel is travelling.
The practical distinction is simple: processing happens before dispatch; transit happens with the carrier; customs clearance is handled in the destination country; and final delivery follows release. Planning for each stage helps you enjoy the craft and character of a Christys hat without mistaking a typical delivery window for a customs guarantee.
