Hi Matthew,

Thank you for taking the time to share your feedback about the Pilot Hat. We’re sorry to hear that the chin strap didn’t meet your expectations, especially paired with the difficulty of international return costs.

While we hope the hat itself is a good fit and that you’re happy with the quality of the shearling leather and wool, we understand the chin strap design may not be ideal for everyone. It’s made from genuine leather with a metal buckle, which provides strength and durability, but can be a little stiff at first. We’ve found that most customers are able to find a comfortable fit using the multiple sizing holes, but your comments about the buckle and usability are certainly helpful and are being taken into consideration.

As for returns, you're absolutely right — cross-border shipping from the U.S. to Canada has unfortunately become more expensive over the past year, and we understand how frustrating that can be. While we do accept returns and cover the cost of reshipping exchanges, U.S.-based customers must now pay for one-way shipping back to us and declare the contents of the parcel, regardless of size or value. More information is available on our website here:
https://www.sheepskinshop.com/policies/refund-policy

We wish there were a simpler and more affordable option — such as sending pre-paid return labels — but unfortunately, new U.S. customs policies no longer allow for this.

We truly appreciate your honest feedback, and we’re always looking for ways to improve. If there’s anything we can do to help improve the fit or function of your hat, please don’t hesitate to reach out.

Warm regards,
SheepskinShop