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Dr Cap FAQs

Are all the products shown in stock?

Yes, if the stock counter on the detail page indicates that stock is available.

How do I find a specific product?

If you know the name or part of the name of a product then type it into the keyword part of the search top right. Failing that you can use any of the search features including style, size, colour, price range and league to find your cap.

Do you have a catalogue of all your products?

No. This is not possible as our stock is constantly changing; our website acts as a comprehensive catalogue though so feel free to browse through it for as long as you like.

How do I know that my product is genuine?

We only stock genuine and authentic products.

We are the largest independent stockist of New Era Caps in Britain.

Our account can be verified by contacting New Era if you would like more assurance.

How do I know if my cap will fit?

We have put together this New Era Cap Size Guide in order for you to check your head size in centimetres or inches and then to check which cap size you should purchase. In order to measure your head hold the start of a tape measure against your forehead, run the tape around your head back to your forehead. Make a note of where the start of the tape measure meets the tape and this is the size of your head.

My cap is slightly too big/too small - what can I do?

If you wish to adjust the sizing of your cap a little, then you can follow the advice we give in the New Era 59FIFTY Cap Care page. Please note that if you attempt to resize your cap, we will not be able to accept it as a returned item.

How do I care for my cap?

We have a whole page on just that subject: have a read of the New Era 59FIFTY Cap Care section.

What if I can't find the product I want?

Send us a message and we will do our best to match your requirements. Make sure you leave as much information about your requirements as possible in the comments box.

Alternatively call our hotline 07766 899210 11am – 5:30pm Monday - Saturday

How do I make a purchase?

Firstly find the product that you like by using one of the search facilities, then click to view ‘more details’ for your chosen item. Select the size of the item that you require (only the sizes available for this item will be displayed). Now select how many of the product that you would like to order (default is one) and click the orange ‘ADD TO BASKET’ button. You will now enter the shopping basket and checkout process, from here you should be guided through purchasing your product.

What types of payment do you take?

We accept all forms of major credit and debit cards. We also accept PayPal accounts.

Is ordering through the website secure?

At Dr Cap we do not handle any of the payment process directly. We use the globally recognised brands WorldPay (owned by RBS) and PayPal (owned by eBay) to process our transactions. This means that your payment details are being processed by one of the largest and most reputable internet payment processor in the world.

Are my card details stored in your system?

No. For your added protection your card details are not stored on our system.

When will I get my product?

We aim to post within 24 hours of receiving your order.

We use 1st class recorded royal mail so somebody will have to be in to take the order and sign for its delivery. If you miss the delivery then Royal Mail usually take the order to the nearest postal depot and will leave a note informing you when you can pick it up or ask for it to be re-sent.

Your items will usually arrive within 2-3 working days of you receiving your dispatch confirmation email.

Royal mail recommend you allow a maximum of 2 weeks before following up orders sent 1st class which haven’t arrived though we would fully expect you to contact us before then if you have any concerns.

Can I change or cancel an order once it has been placed?

Yes. See the Returns, Exchanges and Refunds section below.

How much does delivery cost?

UK Mainland
Free 2nd class postage.

Europe
Postage costs £6.49 and then £1.99 for every item added to an order thereafter.

United States and Canada
Postage costs £7.49 and then £1.99 for every item added to an order thereafter.

Other Worldwide Destinations
Postage costs £7.49 and then £1.99 for every item added to an order thereafter.

What countries do you deliver to?

Currently we deliver to addresses in the following countries:

  • Australia
  • Belgium
  • Brazil
  • Canada
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Netherlands
  • Hong Kong
  • Hungary
  • Indonesia
  • Ireland
  • Italy
  • Malaysia
  • Malta
  • Martinique
  • New Zealand
  • Norway
  • Poland
  • Portugal
  • Romania
  • Russian Federation
  • Singapore
  • Slovenia
  • Spain
  • Sri Lanka
  • Sweden
  • Switzerland
  • Turkey
  • United Kingdom
  • United States

If you want to request that we ship to you in another country then contact us here and we’ll do our best.

Do you offer a money back guarantee?

Yes. See the Returns, Exchanges and Refunds section below.

Can I exchange one order for another?

Yes. See the Returns, Exchanges and Refunds section below.

My order is faulty / damaged – can I return it?

Yes, but only if it is a genuine factory fault. This is unlikely because if there is a fault the product wont be sent out. All orders are quality checked before they are shipped, but if you find that your order is unsatisfactory in any way please contact us as soon as possible on 07766 899210, 11am – 5:30pm, Monday – Saturday in order to arrange for possible refund or exchange.

See the Returns, Exchanges and Refunds section below.

You have sent me an incorrect item – can I return it?

Yes. We will endeavour to get it right second time round!

See the Returns, Exchanges and Refunds section below.

Returns, Exchanges and Refunds

If the item hasn’t been sent we offer a no quibble return policy. Simply email us at sales@drcap.co.uk and let us know as soon as possible in order to stop us shipping your order.

Dr Cap aims to always provide high quality Goods that are fault free and undamaged. On occasion however, goods may need to be returned. Returns are governed by these Terms and Conditions.

If you receive Goods which do not match those that you ordered and you would like a refund or replacement, unless accompanied by an explanatory note detailing the changes, stating reasons for the changes and setting out your options, then we must receive written notice of your intention to return the item within 7 working days beginning with the day after the day on which the item is delivered (or begining the first working day after Christmas day if the item was purchased as a gift during November or December). Dr Cap is responsible for paying shipment costs. You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods. Refunds and replacements will be issued upon our receipt of the returned Goods. You will be offered an exchange or credit note if we receive written notice of your intention to return Goods to us after 7 days but before 14 working days beginning with the day after the day on which the item is delivered (or begining the first working day after Christmas day if the item was purchased as a gift during November or December). If we receive written notice of your intention to return Goods to us after 14 working days beginning with the day after the day on which the item is delivered neither refund nor exchange nor credit note will be offered (or begining the first working day after Christmas day if the item was purchased as a gift during November or December).

If any Goods you have purchased have faults when they are delivered to you and you would like a refund or replacement, then we must receive written notice of your intention to return the item within 7 working days beginning with the day after the day on which the item is delivered (or begining the first working day after Christmas day if the item was purchased as a gift during November or December). Dr Cap is responsible for paying shipment costs. Goods must be returned in their original condition with all packaging and documentation. Upon receipt of the returned Goods, the price of the Goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the Goods.You will be offered an exchange or credit note if we receive written notice of your intention to return Goods to us after 7 days but before 14 working days beginning with the day after the day on which the item is delivered (or begining the first working day after Christmas day if the item was purchased as a gift during November or December). If we receive written notice of your intention to return Goods to us after 14 working days beginning with the day after the day on which the item is delivered neither refund nor exchange nor credit note will be offered (or begining the first working day after Christmas day if the item was purchased as a gift during November or December).

If Goods are damaged in transit and the damage is apparent on delivery, you should sign the delivery note to the effect that the goods have been damaged. In any event, if you would like a refund or replacement, then we must receive written notice of your intention to return the item within 7 working days beginning with the day after the day on which the item is delivered (or begining the first working day after Christmas day if the item was purchased as a gift during November or December). Dr Cap is responsible for paying shipment costs. Upon receipt of the returned Goods, the price of the Goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the Goods.You will be offered an exchange or credit note if we receive written notice of your intention to return Goods to us after 7 days but before 14 working days beginning with the day after the day on which the item is delivered (or begining the first working day after Christmas day if the item was purchased as a gift during November or December). If we receive written notice of your intention to return Goods to us after 14 working days beginning with the day after the day on which the item is delivered neither refund nor exchange nor credit note will be offered (or begining the first working day after Christmas day if the item was purchased as a gift during November or December).

You have a statutory right to a “cooling off” period. This period begins once you have recieved your dispatch email and ends 7 working days beginning with the day after the day on which the item is delivered (or begining the first working day after Christmas day if the item was purchased as a gift during November or December). If you change your mind about the goods within this period, please give us written notice of your intention to return the item within 7 working days beginning with the day after the day on which the item is delivered (or begining the first working day after Christmas day if the item was purchased as a gift during November or December). Goods must be returned in their original condition with all packaging and documentation. You are responsible for paying shipment costs if Goods are returned for this reason. If we receive written notice of your intention to return Goods to us after 7 working days beginning with the day after the day on which the item is delivered neither refund nor exchange nor credit note will be offered (or begining the first working day after Christmas day if the item was purchased as a gift during November or December).

You must return the goods to Dr Cap if you cancel the contract. If you wish to return Goods to Dr Cap for any of the above reasons, please email us at sales@drcap.co.uk to make the appropriate arrangements.

Dr Cap reserves the right to exercise discretion with respect to any returns under these Terms and Conditions. Factors which may be taken into account in the exercise of this discretion include, but are not limited to:

  • Any use or enjoyment that you may have already had out of the Goods;
  • Any characteristics of the Goods which may cause them to deteriorate or expire rapidly;
  • Any discounts that may have formed part of the purchase price of the Goods to reflect any lack of quality made known to the Customer at the time of purchase.
  • Such discretion to be exercised only within the confines of the law.

All orders are quality checked before they are shipped, if you find that your order is unsatisfactory in any way please email us as soon as possible at sales@drcap.co.uk in order to arrange for possible refund or exchange.

For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 50 GBP. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error (an 'Incorrect' item), or if the item is damaged or defective.

How do I return an order?

Return orders to Dr Cap, PO Box 7519, Kettering, NN16 6JA, UK

Please make sure that you state your name, when the cap was purchased and why it is to be returned. Also include all email correspondence with us regarding this order and proof of delivery.

We will not offer refunds or exchanges on caps that have been worn or altered in any way whatsoever.

How will I know you have received my order?

When you place your order you will be sent a confirmation email of the items that you have ordered. We will be alerted to your order and will begin to process it as soon as possible. After we have posted your order you will receive another email, this is the dispatch email. Do not delete these emails as you may need them if you need to return or exchange your order for any reason.

I’ve forgotten my password - how can I retrieve it?

On the Login screen there is a 'forgotten password' option. You can request your password by providing your Username and the password will be sent to the email address you provided during registration.

How do I subscribe to your E-mail Newsletter?

That’s easy, just go to the email sign up page.

How do I opt-out of the E-mail Newsletter?

To opt-out of our email newsletter, simply click to unsubscribe in the email we sent you.

My contact details have changed - how can I change these?

When you place your next order, simply update the contact details or alternatively you can login and access ‘your account details’ top left.

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