FAQs

 
Return and Exchange Policy

Items bought on KeithandJames.com will gladly be EXCHANGED ONLY within 21 days from the receipt of original order. All merchandise must be received back in its original form inclusive of dust bag. Items must not be worn, altered, damaged, free of any stains, odors, pet hairs, or distinct smells including deodorant and perfume. 

 

How to Exchange your order:
1. Please send an email to orders@keithandjames.com with "Return Label” and your order number in the subject line. i.e. Return Label - Order# 0000
2. In the body of the email notate the name in which your order was placed and the item you would like in exchange for the item being returned.
3. Once your request has been received, a return label will be emailed to you.
4. Upon returning your item, please include the original packing slip filled out completely stating which item you would like in exchange before shipping your package.
5. If there is a price difference between the original purchase and the exchange, you will be contacted when your return has been received.

Require more assistance? We are happy to help! Simply send us an email at orders@keithandjames.com. You may also text or call 404.583.7890. A response will be made within 24-48 business hours.

 

Shipping and Delivery

  • Orders are processed Monday through Friday (excluding holidays).
  • We offer worldwide international shipping. Shipping costs are calculated based on geographical location of delivery address and total weight of parcel. Please follow checkout options to receive your calculated rate and estimated delivery time. International orders roughly require 3-5 business days to arrive once your parcel has left our fulfillment center. Electronic signatures will be captured upon all DHL deliveries.

Note: Please note customs fees may apply according to local legislation. Keith and James does not enforce these fees, therefore we are not able to waive fees upon delivery. Failure to pay customs fees will result in the parcel being sent back to us in which the shipping and handling fees are non-refundable. Please check with your local courier for more information on how COVID-19 directly effects your shipments with us. 

  • Items will ship within 1-3 business days after being placed. If multiple items are ordered, they may arrive through multiple deliveries. Once your order ships a confirmation email will be sent to you to with detailed tracking information. You can also find your shipping details by logging into your account. Please note that while we do not foresee any delays after the parcel has shipped these events may occur. Please contact us in the event our carrier is delayed and we will be happy to help locate the parcel for you. All items will have a signature confirmation to ensure delivery of Keith and James products to a responsible party. Signature Confirmation helps our clients track and confirm packages by letting them know the date and time their shipment has been delivered AND who received it.
  • The estimated delivery date in checkout is based on the delivery address provided. Most orders getting shipped to East Coast or Mid West states have standard 2-day shipping. Orders getting shipped to West Coast typically deliver in 3-4 business days. 

Note: Please verify the shipping address and contact details provided are correct. Keith and James is not responsible for lost and/or stolen items. We will be happy to file a claim with the corresponding shipper of your package.

Require more assistance? We are happy to help! Simply send us an email at orders@keithandjames.com. You may also text or call 404.583.7890. A response will be made within 24-48 business hours.


Size Chart

How To Measure For Your Keith and James Fedora:
1. Measure Your Head Circumference.
2. To measure your head circumference, use a device that cannot be stretched, such as a flexible metal tape measure, sewing measuring tape or a string, and wrap around above the ears and across your eyebrows.
3. A finger should be placed under the tape so there is a little room. This will provide your head circumference.
4. If you fall between measurements go for the next size up. Record your measurement in centimeters, for the highest accuracy. If you used a string, match it to a measuring tape.
5. Find Your Hat Size with the corresponding size on our chart above.

 

Product Care 
Wool and Fabric Care:

  • For wool and other fabric fedoras, begin by removing dust with a soft-bristled clothes-brush; always brushing with the nap of the fabric. You can also use a lint roller to remove fuzz and dirt. Use it gently to prevent misshaping the hat. For straw, simply wipe with a damp, white cloth to remove dust.
  • If you get caught in the rain and your hat becomes wet, shake off excess water. Allow to air dry away from high heat or direct sunlight. If possible, use a hat form or large jar to support the hat to keep the brim from flattening and the top or "pinch" of the hat from becoming misshapen.
  • If you perspire heavily while wearing the hat, carefully wipe down the inside and outside of the hat with a damp cloth to remove excess body salts. Turn the hatband out and allow the hat to dry completely between wearings. If salt stains form on the felt, dip a white cloth into an equal mix of distilled white vinegar and water. Spot clean the salt stains and then allow to dry completely. Use a soft brush to restore the nap of the felt.

DO NOT use liquid cleaners on the hat.

Fedora Care:

  • Store your fedora in your Keith and James dust bag or a covered hat box to prevent dust from settling onto the hat. If your hat is not on a flat surface store it upside down to prevent the brim from becoming misshapen, this is especially important during traveling.
  • To help preserve the shape of a fedora, always grasp it by the brim. Make sure your hands are as clean as possible each time you touch the hat. 
  • If your fedora gets crushed, place it on a hat form or over a rounded jar. Use a handheld clothing steamer or hold over a kettle of boiling water to steam the hat until slightly damp. Reshape the hat to the original condition and allow to air dry away from direct heat.
  • If you decide that your fedora needs a refresh or you would like to treat a stain, contact a professional dry cleaner that specializes in the care of wool for possible options.

 

Locations

Keith and James - Beverly Hills 
479 N Rodeo Dr
Beverly Hills, CA 90210
Phone: (310) 734-7801

Keith and James can also be found at:

Neiman Marcus

Moda 404 Boutique
3145 Peachtree Rd NE
Atlanta, GA 30305