FAQ's

Our most commonly asked questions to do with product, orders and delivery

FAQ's

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Product FAQs

How do I know if the cap I want is in stock?
Anything out of stock will display a label telling you so, you can also refine products on a listing page to only show items that are available.

Can you tell me if you're getting an item back in stock?
We do restock certain styles on a regular basis but cannot guarantee all styles/sizes will become available. The best way to be sure is to send us information on the product and we can let you know when we might expect more back in. Due to the huge range of caps we offer, we are confident however, that we will have something in stock to suit your requirements

Do you have a catalogue of all your products available?
We release new styles constantly throughout the year and therefore do not have a printed catalogue available to customers. Customers who wish to be kept informed of new styles should subscribe to our Email Newsletter

How do I subscribe to your E-mail Newsletter?
Our Newsletters are emailed to subscribers when we have something exciting to tell you. This gives you the chance to be the first to hear about our latest styles. Subscription is free. When you place an order, we also give you the opportunity to opt-in to our newsletter. We respect your privacy and will not pass on your details to any other companies or organisations and will only use your email to send you the newsletters. You can also unsubscribe at any time. For full details read our Our Privacy Policy

How do I opt-out of the E-mail Newsletter?
To opt-out of our email newsletter, simply click on the ‘Unsubscribe’ link at the bottom of the email we sent you. You will then be instantly unsubscribed and will receive no further E-mail Newsletters unless you choose to re-subscribe to them. If you have an account with us, you can also update your mailing preference in the My Account area

Do you sell plain 59FIFTYS without any team logos?
Yes we sell ‘blank’ 59FIFTYs, we also have snapbacks and other silhouettes available in this style,  we refer to them as “New Era Flag” or "New Era Cotton Snap"

Can you make custom caps to my own design?
Our New Era by You custom cap tool offers you lots of different ways to customise your own New Era 59FIFTY or 9FIFTY cap. Visit www.NewEraByYou.com to make your custom cap

I’ve lost the Visor Sticker on my cap - can I get another one?
Our Visor Stickers are part of the branding that tells everyone you’re wearing a genuine, authentic New Era 59FIFTY. Sometimes you may find the sticker on the upper or lower peak, depending on the design and fabric of the cap. The stickers are fixed to the cap’s peak during the manufacturing process. We do not keep spare stickers and are unable to supply stickers if yours has been removed

How do I know if my New Era Cap is Genuine?
Firstly, ordering your cap from the official New Era Cap website or a New Era Cap store ensures its genuine authenticity. We advise you not to purchase from unofficial sources, particularly auction websites, due to the large quantity of counterfeit New Era products in circulation. We are working continually to remove inferior counterfeit products from circulation. Find out more about Brand Protection

Order FAQs

What types of payment do you take?
As well as PayPal, we accept Visa, Visa Electron, Mastercard and Switch/Maestro debit and credit cards. Look for these symbols on your card - if your card has one, then you can use it

Is ordering through the website secure?
Yes, our website is available in HTTPS (Hypertext Transfer Protocol over Secure Socket Layer). This means you are buying from us via a secure connection.  All payments processed are PCI compliant so you can buy with security and comfort

Are my card details stored in your system?
No. For your added protection your card details are not stored on our system. You will need to enter your card details each time you purchase from us

Can I ship my cap to a different address?
Yes you can. You must still enter your billing address which will be authenticated when you place your order. If your delivery address is not in the same country as your billing address, you may find that the currency of your order changes to reflect that delivery country. Also, due to licencing restrictions, not all products are available to be delivered to all countries, but don’t worry, the basket will tell you if the item in your basket has licencing restrictions in that delivery country

I tried to place an order and it was
unsuccessful - why?
Make sure enter your card details correctly. We require the card number (the long number that runs through the middle of the card), the expiry date and the CVN (The Card Verification number - the last three digits on the reverse of the card). If you have a Switch/Maestro card, your card may also have a Card Issue Number and/or a Issue Date. If your card has these, you must enter them exactly as presented on the card.

Other reasons for an unsuccessful order might include: Card expired, Card not authorized by the issuing bank, Address not successfully verified etc. For security reasons we cannot disclose the exact reasons for an unsuccessful order

Please note that we use advanced fraud screening software to identify and stop fraudulent purchases. This is for your own protection. We work closely with the Police to prosecute criminal activity

I’ve forgotten my username and/or password - how can I retrieve these?
Go to My Account . You can retrieve these easily by using our “forgotten password” tool which will email you a reminder, phew!

My contact details have changed - how can I change these?
Log in to your My Account at any time and update your details, including your address and telephone number

What happens if an item I order is not in stock?
On the rare occasion that we are unable to supply a cap that you have ordered, we will notify you by email. We may offer an alternative product or we can provide a full refund

 

Shipping FAQs

Why do you only ship to certain countries?
Due to licensing restrictions, we can only deliver to certain countries. We are unable to ship goods outside of these countries

How much does delivery cost and how long does it take for my goods to arrive?
Shipping costs and delivery timescales can be found in Shipping Information. They vary depending on what kind of delivery you choose and what country the order is being shipped to

Can I track the status of my delivery?
Yes, providing the order is on a tracked shipment you can login to My Account and view the status of your orders. Shipped orders will contain the tracking number that can be used on the carrier's website to track the delivery. You should also receive an email with this tracking link when the goods are dispatched

Can I change or cancel an order once it’s been placed?
Please note that our operation is fully automated so once an order is successfully placed online, it will immediately process through our systems and into our warehouse for processing for dispatch. We therefore cannot guarantee that we can amend or cancel orders once they have been placed.

What is my order reference number?
In all correspondence with us, please quote the ‘Web Reference Number’. This is your unique order number, and begins with WEB..... We will give you this order number on the confirmation page when you place your order, as well as on the Order Confirmation Email we send you. You may also log into your account to view your transactional history where you will be able to locate the order number.