Tilley Endurables UK Arvostelua 

Appalling customer service. Issue with sizing with one hat ordered. We had received free gifts and were insistent they be returned even though I was ordering a replacement (and would return the gifts if we didn’t keep the replacement). So they would get the same overall order value but we miss out on the goodies. That, and their attitude, resulted in entire order being returned and we will not be buying from them again. Let’s see how long the refund takes to hit the bank account!!

Very disappointed with Tilley and its “Guaranteed for Life” promise.

I bought my Tilley hat in 2019 and wore it for approximately 5,400 km of Camino hiking over seven years — Francés, Norte, Via de la Plata, Inglés, Fisterra, Muxía and several others.

In 2026, the hat was unfortunately lost during my Camino. I contacted Tilley, hoping that a seven-year customer relationship and thousands of kilometres of genuine outdoor use might lead to a reasonable goodwill solution.

Instead, I was told that the lifetime guarantee could not apply because I could not provide photos of a hat that was lost. I understand the policy, but I find the way this was handled extremely disappointing. After all those years and kilometres, the goodwill offered was just 20% off a replacement.

For a company whose reputation is built around durability and a “Guaranteed for Life” promise, I expected much more customer-focused treatment.

I used to recommend Tilley enthusiastically to fellow hikers. I no longer can. Based on my experience, I would advise outdoor customers to look very carefully at the actual limitations of the “Guaranteed for Life” programme before relying on it.

A very disappointing end to what had otherwise been a long and positive relationship with the brand.

7-10 days to dispatch
Promised free delivery on any order then withdrawn
Sizing small
Useless customer service

Avoid using. If you want one of their hats buy through another retailer

Awful customer service .. never answer phone.. took order , said 10 days until dispatch, my payment lapsed snd was returned to me, then they somehow took the money .. I got no hat, they have my money and I cant get response .. stressful.. avoid 100%

I purchased a Tilley hat eleven years ago, and wear it regularly during the summer, especially when golfing. It is comfortable and gives good protection. Their promise is to guarantee the product for life, and this is exactly what they have done, as mine began to come apart and after contacting them and sending photos, they have honoured the guarantee and have replaced the hat. The only cost to me is small handling charge.
An excellent Company, making a great product and honouring the promises to their customers.

Its ridiculous how long it takes to receive the refunds for returned goods! Confirmation email says upto 5 working days , its been nearly a month,. I am currently waiting a second refund for a returned item and the email says upto 10 working days .. I'm not holding my breath!
However ,.
Items arrived fairly quickly and via Royal mail,.
unfortunately they didn't fit, hence the return and second order which sadly also didn't fit, but thats not Tilleys fault , I do however look forward to my eventual refund.

The hat was ok...

The customer service was woeful.

My lovely son bought a hat for me as father's day present, but it was the wrong colour for me.

The customer services team would not simply swap the hat.
My son would have to send the hat back and they refund him. Then either he or I would have to raise a new order for the new colours.

You want a hat, go somewhere other than Tilley.

Purchased a hat from the online store, using their sizing guide and images to determine which style and size would be best. Hat arrived pretty swiftly but was too big, even allowing the the "Tilley 2 fingers" suggestion, just swamped my head. Product itself look premium and well made but not for me.
Return was initiated via their website, on which I noticed a number of broken links that lead nowhere which I pointed out to them [no sense directing customers to an FAQ if the FAQ links don't work], and I obtained a prepaid label for return.
My return was acknowledged with a 5-10 day turnaround time for processing. This took significantly longer and from return to actually receiving my refund has taken more than 3 weeks.
Looking at recent the reviews, many of them note the poor customer service, the lack of a phone line, the changing processing timeframe [after chasing my 5-10 days I was told it was now 15-20!] and the pace of reacting to customers. This is likely due to peak demand but a premium product really needs a corresponding service level, else the overall effect is one of being taken advantage of. Requiring so long to process a return and refund money spent points to wider cashflow issues IMHO.
As others have noted, hats are sold in stockists and I would suggest if you want one, buy from them as returns, sizing and queries can be handled more quickly.

For a start the customer service is appalling. 24/48 reply time. In this day and age is utterly ridiculous.

10/12 days delivery. Ok. Not ideal. But all items arrived well packaged.

Due to items ordered being too small there was no option to do an exchange with in the package or online. So the entire ordering process would have to start all over again? (Another ten to twelve day wait) but my real bug bear is I’ve been waiting now fifteen days for my refund I’ve messaged them through Facebook (24/48 hour response time AGAIN) I’ve also emailed them and get an automated email back telling me the response could be up to FIVE DAYS? I only wish this awful company were as slow at taking my money as they are sending it back. Steer clear. Do not use. Absolutely awful.

I placed a Hat order on 19 July for my husband’s’Big Birthday’ on 28 July… it’s now 25 July and my order has still not even been dispatched!

I have tried calling Tilley for assistance, but it’s just an automated message and nobody ever answers! I have also emailed and contacted them via their ‘contact form’ on their website to no avail… they are not interested in the fact that it’s for a big birthday and merely say dispatch times are 7-10 days!

There is absolutely no customer service or customer care whatsoever… THEY DON’T CARE ONE BIT - I would call it ‘CUSTOMER NEGLECT’

If I had known how difficult and time consuming Tilley would find it to pop a Hat in a box and post it, I would never have placed my order!

My husband is going to be very disappointed on his birthday to have an I-O-U for a hat which he will receive whenever Tilley decide to actually lift a finger to post it!

Poor delivery updates.

After placing the order I was advised delivery would be between 7 and 10 days (why so long for an in-stock item that is supposed to be in the UK?).

When I didn’t get any updates I emailed them as requested, just to receive a reply saying they would reply within 5 working days!

Poor customer support!

I purchased 2no. Tilley LMT 5 hats, one each for my wife and myself. My wife's fitted fine, mine was to large and I returned it to Tilley.
Tilley acknowledged the return of the hat and stated that it would take upto 5 business days for the refund to be processed. When writing this it is 9days and still no refund.
I have telephoned, messaged and emailed without any response from Tilley.
The customer service is appalling, their telephone number is a waste of time. You are always met with a message that the person at that extention is not available.
I do not recommend purchasing anything from Tilley, especially on line.

Great hats. I own 4 now & the latest being an Airflow LM08. Their hats are quality but the shipping time is HORRENDOUS. My most recent order is 10 days old and hasn’t even shipped yet. Oddly - their returns process is quicker than actual shipping. Where possible, I’ve purchased Tilley from other outlets as I know it will be quicker to get them. But for hat lovers - this brand is brilliant.

To start on a positive note, the quality of the Tilley Airflo hat is excellent. Unfortunately, that is where the praise ends.

I ordered my hat on 25th May. The website stated they "strive to ship orders as quickly as possible," but their baseline policy of 7–10 business days for dispatch is already incredibly slow by modern standards. It actually took 12 business days just to get a dispatch confirmation.

When the order finally arrived, things got weird. One hat was fine, but the secret pocket of the second hat was stuffed with a pair of toddler socks (and worn b y a toddler, at that!). Clearly, this hat had been previously returned and worn by someone else without being inspected.

I immediately returned the soiled hat (and the socks) on 12th June. I was told to allow 5 business days for processing, but the refund actually took 11 working days to hit my account.

Meantime, no acknowledgement or apology for sending me the socks stuffed into the hat. So much for the inspection system.

MY ADVICE TO FUTURE BUYERS:
BUY LOCAL: I found a stockist 35 miles away, drove over, and got a replacement the same day. Save yourself the online hassle and buy from a local dealer instead.
WATCH THE SIZING: Tilley's online size guide was inaccurate for me. I ended up needing a size smaller than what their guide suggested, so trying them on in person is highly recommended. Unless you want a slow delivery and a free pair of used toddler socks, do not buy direct from their website!

I know Tilley products are fantastic but ordering an item from their online store is a miserable experience.

I placed an order 11 days ago and it still hasn't been despatched. They tell me they're having a higher volume of orders than usual but can't tell me when my item will be despatched, but how long can it possibly take to put a single item in a bag and mail it?

If you read the small print on the website it says "orders despatched within 7 to 10 working days" or something to that effect, which for a company like Tilley & in this day and age, is diabolical.

I won't use the online store ever again. I may not buy a tilley product again. I needed this item for a trip and thought ordering 14 days in advance would be ample time. How silly of me!

I have been using Tilley hats for over 30 years and, as my favourite style has become very faded, I decided to purchase the exact same again: the T4MO-1 Airflo Hikers Hat. I was a little sceptical on seeing that it is now made in China but, given the reputation of Tilley, I assumed the quality and fit would be the same as my original Hikers Hat which was made in Canada. How wrong I was. On receiving the new hat, I am hugely disappointed that it is not identical to the original. The colour and quality are both good, but the fit is awful. Although I purchased the same size, the new hat is a lot larger, and the crown nowhere near as high, so it doesn't sit well. I am therefore returning this item, as not at all happy with it.

I ordered a hat plus some other accessories and was informed the delivery would be 7-10 day. I contacted them as it is now 10 days and they said they’re waiting for deliveries. This is not what they said on their website. If you receive a confirmation that delivery is 7-10 days then you should expect it within that time. They are trying to fob me off. It’s unacceptable I won’t use them again. Avoid at all costs.

Plenty of choice although the airflow range is my favourite style. Sizing guide very useful for the perfect fit. Easy to order and quick to arrive. I now have several colours but my first purchase is still going strong twelve years on.

Nice hat good sun protection

Quality of product is excellent, fit is perfect and style is forever