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Frequently Asked Questions

COVID-19

At the moment, we are still dispatching all orders as per usual. Every order is picked and packed from our own warehouse here in Newcastle (NSW, Australia). We have implemented a range of extra measures to ensure the health of our team and you is not compromised at any time.

We will be dispatching orders as per usual (mostly on the same or next business day).

There have been delivery delays experienced by some customers both domestically and internationally - due to the high volume of parcels currently in the network, social distancing restrictions, limited flights and so on.

International customers have been affected more than our domestic customers. We have opted to use Australia Post Standard service for all international orders - you can find out more about estimated delivery periods here. We are currently looking into other options to get international delivery back to somewhere in the normal timeframe.

Due to the majority of our goods being made by our mates in China and Indonesia, we are already experiencing challenges when it comes to getting stock to Australia - due to many international routes being restricted. 

We are still anticipating the arrival of new stock, however, this may put our schedule a bit out of whack.

MY ORDER

It happens! Swing us an email ASAP, either directly at info@eatyourwater.com.au or fill out the contact form on contact us page. We pack orders pretty quick, so you need to be quick..

As a rule of thumb, we pack and dispatch orders either on the same day or next day (business days only - excluding public holidays).

While this happens 98% of the time, on our busy days (such as our birthday sale, new releases and Black Friday) small delays may occur - nothing too bad though. 

Once your order has been shipped, you will receive a shipping confirmation which has your tracking information inside. 

If you cannot find your shipping confirmation email, please check your spam/junk folder. If it isn't inside there and it has been more than 3 business days since you placed your order, fill out the contact form here and we can help you locate it.

This can happen on the rare occasion. First thing we suggest for you to do is:

1) Have a really good look around your address. Sometimes postmen leave packages in odd locations.

2) Ask other residents at your address if they have seen your package.

If you have no luck, get in touch with us via our contact us page. We will help get to the bottom of it.

We understand sometimes things don't fit quite how you imagined. Therefore, we do accept both returns and exchanges under some circumstances.

Head to our Exchange + Returns page to find out if you are eligble.

SHIPPING

Head to our shipping page to find out our shipping costs and delivery times.

Yes. We currently ship to New Zealand, the United States of America, Canada and the United Kingdom.

Possibly for international orders. All applicable duties and taxes are the responsibility of the customer. If you are looking for direct information regarding duties and taxes for your country, we recommend contacting the relevant authority for that location.

PAYMENT

We currently accept payment via Credit Card, PayPal, Zip and Afterpay.

Three forms of accelerated checkout are also available, these include Shop Pay, Google Pay and Apple Pay. 

All orders are charged in AUD (Australian Dollar) during checkout.

Product

We understand it is frustrating when you find a product you really love, only to find it is out of stock. A lot of our products do sell out quickly - as you can only get them through our website.

We do restock a handful of our products, which will come back in stock when we have a new release. 

Our sizing is pretty stock standard, but with our own tweak. For a closer look at our measurements, head to our sizing charts page.

We have worked on perfecting our caps for years and we reckon we have found the sweet spot to fit 95% of heads. 

The idea is we give you the power to make it work how you want it to work. Whether you prefer a flat brim or curved brim, whether you prefer the shallow fit or a deeper fit. Everything has been made to give you the ultimate freedom when it comes to your lid.

Trust me, this is coming from an avid hat wearer, who has converted people who swear by 'not suiting hats' to living in them.

We recommend to mix a small amount of regular detergent in warm water and soak your hat for a little while. Once this is done, hang it out to dry (preferably in the shade).

You can put it through a machine wash, however this may cause damage to the stitching and may cause the hat to shrink. Rare, but possible.

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