Frequently Asked Questions
Here you will find answers to the most common questions about our riding models and the ordering process.
We explain step by step how to measure your head circumference correctly, how to receive your fitting ring set and how our individual sizing system works.
You will also find important information about returns, delivery times, production and the construction of our riding models.
If you have any further questions, please contact us at shop@hat-line.com.
General information about our riding models
Are our riding models certified?
No.
Our riding models were developed with reference to the requirements of EN 1384:2017. However, there is no official certification or testing by TÜV or another certification body.
Therefore, our products are expressly not certified riding helmets.
How do I receive my fitting rings?
The fitting rings are automatically sent to the delivery address provided after your order.
They are usually dispatched directly after the order is received and should normally arrive within a few business days.
Can the shell system also be integrated into my own hat?
Unfortunately not. Our system requires a certain amount of space and would usually be too large for an existing hat.
What is the return policy?
Standard products can be returned within 14 days after receipt.
Custom-made products are excluded from the right of withdrawal.
If there are fitting issues, one adjustment is included free of charge. Additional modifications may be subject to a charge.
Return shipping costs are the responsibility of the customer.
How long does delivery take?
Custom-made products:
Production time is approximately 40 business days after all measurements have been fully submitted. Production only begins once all required information has been received.
Standard products / models in stock:
The delivery time corresponds to the duration stated during the ordering process.
Which standards are the riding models based on?
Our riding models have been developed with reference to the requirements of EN 1384:2017.
However, there is currently no official certification or testing by TÜV or another certification body.
Therefore, our products are not certified riding helmets.
Sizes & fitting rings
How do I measure my head?
A general guide can be found here:
www.wikihow.com/Measure-Head-Circumference
For the final size determination, we additionally use our fitting rings.
How does the sizing system work?
Our riding models are individually fitted, which is why we work with special fitting rings.
Sizes range from 52 to 63.
Examples:
- 56N
- 58K
- 60V
The number indicates the head circumference. The letter describes the head shape.
- N = neutral
- K = wider / rounder
- V = oval / longer
How do I receive my fitting rings?
After ordering, the fitting rings are automatically sent to the delivery address provided.
They are usually dispatched directly after the order is received and normally arrive within a few business days.
What happens after the fitting ring measurement?
As soon as we receive your final ring size including the letter, production can begin.
Without a clear size including the letter, production cannot be started.
What if I am between two sizes?
This happens regularly.
In these cases, we can often produce intermediate sizes such as 52.5N or 57.5V.
This can significantly improve the fit.
Do I always need to use the fitting rings?
Not always.
For express cases or on request, we can also produce UNI sizes. However, these do not provide an individually fitted shape.
What happens if the fitting rings are lost?
We will send you a new set free of charge.
For international shipments, delivery may occasionally take a little longer.
Production & delivery time
How long does production take?
Production normally takes approximately 40 business days from receipt of the final fitting ring measurement.
The hats are first handmade by the hat maker and are then completed by us with the protective shell.
Why does production take so long?
Each hat is individually made.
We are a small Austrian manufacturer and do not use mass production.
Are express options available?
In some cases, yes.
For urgent orders, UNI sizes or models already in stock may sometimes be produced or shipped faster.
Please contact us before placing the order.
How long does delivery take?
Custom-made products:
Production time is approximately 40 business days after all required measurements have been submitted.
Standard products / models in stock:
The delivery time corresponds to the duration stated during the ordering process.
Do you ship internationally?
Yes.
We ship to destinations including Europe, Canada, Australia and New Zealand.
Shipping to the USA is currently not available.
How long does shipping take?
This depends on the destination country and the shipping provider.
As soon as your parcel has been shipped, you will automatically receive a tracking link.
We have no influence on carrier, customs or import processing times.
Adjustments & returns
What if my riding model does not fit perfectly?
One adjustment is included free of charge with every riding model.
Please register the adjustment through our adjustment and repair service before returning the riding model.
Return shipping costs are the responsibility of the customer.
Can I use inserts or size reducers?
We generally do not recommend this.
If a riding model is too loose, it should be correctly adjusted instead.
Can the shells cause pressure points or headaches?
No, this should not happen.
Our shells are made to fit comfortably and should not create unpleasant pressure points.
Can my riding model be repaired after a fall?
Yes.
After a fall, damage or when the protective shell needs to be replaced, you can book our repair service.
The repair including a new protective shell costs €50.
Can I cancel my order?
Custom-made products generally cannot be cancelled once they have been ordered from the hat maker or are already in production.
In individual cases, cancellation may be possible as a goodwill exception subject to a cancellation fee.
Do I have a right of return?
Standard products are subject to a 14-day right of withdrawal from receipt of the goods.
Custom-made products are excluded from the right of withdrawal.
Can I order a test model and return it?
We currently do not offer test models.
We are working on providing such an option in the future.
Dealers, trade fairs & other information
Are there dealers or physical stores?
Currently only very few.
Most orders are placed directly through our website.
Do you attend trade fairs?
Not currently.
Trade fair appearances are planned again from 2027 at the earliest.
Where can I find more information?
All current models, colours and available options can be found directly on our website: