Tilley Endurables Opiniões 

Tilley-UK: A Criminal Organisation?

BE WARNED: Sent Tilley an email and they immediately started sending me SPAM.

I'm receiving multiple SPAMs every day and they won't stop. Just carry on for ever and ever.
* the UNSUBSCRIBE link doesn't work.
* telling them to stop doesn't work
* I send back every SPAM but no progress.
* So each one now gets reported to the ICO: Information Commissioners Office.

Under UK data protection and e-privacy laws, organizations must not send communications unless the recipient has consented.

If my interpretation is correct, that makes Tilley-UK a criminal organisation.

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.

I tried ordering 2 hats as a wedding gift. After months of back and forth phone calls and emails, after they messing up my delivery address, the hats never showed up. The wedding passed and they refunded me instead. NEVER order Tilley hats online. Always go to a store that sells them in person instead.

I've worn Tilley hats for more than 20 years and have always recommended them without hesitation. That history is exactly why this experience with the TWS1 All Weather Hat was so disappointing, and why I think other customers deserve a clear warning before they buy.

The first time this hat got wet, it stained. Not a light watermark that faded — a visible, uneven discoloration that set into the fabric. I assumed it was a one-time issue and kept wearing the hat normally, but the staining got worse with each subsequent wearing rather than better. I tried to clean it using the methods Tilley itself recommends for its hats, and none of it made a difference. For a hat marketed with a DWR (Durable Water Repellent) finish and sold as suitable for paddling and all-weather outdoor use, staining on first contact with water is a significant quality failure, not normal wear.

Within days of receiving the hat, I tried to return it. I was told it could not be returned because it had been worn. I want to be direct about why that policy is unreasonable as applied here: you cannot evaluate a hat's water resistance, fit, or performance without wearing it and exposing it to the elements it's explicitly marketed for. A "wear it to find out if it works, but we won't take it back once you do" policy puts the customer in a no-win position, especially when the defect only reveals itself through normal use.

What makes this harder to accept is Tilley's own "Guaranteed for Life" promise — the cornerstone of the brand's reputation and a major reason I've trusted these hats for two decades. That guarantee means very little if a hat can't even clear a basic return window without a defect being blamed on the customer for using it as intended. I did not misuse or abuse this hat. It stained the first time it got wet, and it never recovered.

To be clear: this review is about the TWS1 specifically and how this situation was handled, not about my history with the brand overall, which was excellent until now. I'm sharing this so other prospective buyers go in with their eyes open — inspect and water-test this hat immediately after purchase, keep all packaging and documentation, and understand that "worn" can apparently be used to deny a return within days of purchase, lifetime guarantee notwithstanding. I hope Tilley addresses both the product defect and the policy gap that left a long-time customer with a stained hat and no recourse.

Despite the high price and promised lifetime warranty on hats, the grommets on the hat are NOT rust proof and they likely will rust. Because they are cheap, and low quality, they will rust and stain your hat. Tilley will then let you know that rusted grommets are excluded from warranty.
Very dishonest business.

My Tilley hat disintegrated after about twenty years. I had a lifetime guarantee saying all I had to do was go to any Tilley store and it would be replaced. Give them the old one and get a new one. I used to brag about it.
WELL...NOT SO!! IT SEEMS THE RULES HAVE CHANGED!!!
Now I have to bundle it up and send it in and I think I have to pay for the new one to be sent to me. So much for the ease of replacing my hat.
It's easy to give a lifetime guarantee since you don't have to honour it for decades and you can change the rules in the meantime, it seems.
MY LIFETIME GUARANTEE WAS NOT HONOURED.
I WILL NEVER BUY ANYTHING TILLEY AGAIN.
I'm sure they don't care.

I registered to get my 20% off first order discount code. Received the mail and spent a couple of days going to the website deciding on a hat to purchase. These are expensive hats so I wanted to make sure I had chosen the right one. So a few visits to the website and then finally decided to go for it. Discount code did not work as not recognised. So I have waisted a couple of hours choosing and trying to purchase a hat. Going to a different company whose website works!

The hat I liked was nice. I tried to buy it on the Tilley website. They advertised a 20% discount and at the same time, offered free shipping. Once I applied the discount, the free shipping went away at check-out because I fell beneath the threshold. Wasted alot of time and got frustrated. This just made me mad and is so misleading. The hat was nice and the problem is systemic so the support could not help. Will never buy from them. Hours wasted over a hat.

I paid AUD 129.00 3.5 years ago for a Tilley LTM5 Airflow hat and have used it less than a dozen times. I recently noticed that all the grommets were developing corrosion. One of the reasons I bought the hat was that it had a lifetime warranty so I contacted Tilley about this on 02/07/2026. However, they said corrosion of the grommets was not a warranty item. I paid about 3 times as much for this hat than I have previously paid for a sun hat but I was swayed to buy it by the lifetime warranty and the fact the company was Canadian, which I assumed would mean quality. I would have thought that at the price they could stretch to stainless steel or a similar corrosion-resistant material for the grommets. The corroded grommets are sufficiently unsightly that I don’t wear the hat anymore. This has been a disappointing purchase.

I purchased my first Hat through one of there agents which was fine ! I purchased another hat which is faulty but Tilley blaming there agent not there manufacturing process . Sad I offered to pay to transp both ways for them to look at it but done my off !!! Lifetime quarantee ? Seems not !!!

So disappointed with what this company has become. Been a huge fan for 20+ yrs but I will no longer consider these guys in the future.

I reached for a warranty claim 11 days ago. In addition to a guy named Ray in customer service not following up with me after I responded to his email 3x, I was transferred to Clarisse a couple days later. She too was very slow with follow up, and because of the laziness, I had to change the shipping address. Even so, once the order was fulfilled, which was a week later, they still screwed up the shipping address. I canceled the purchase and will shop elsewhere.

It’s a shame that in this day and age that a once great company like Tilley has fallen so far. This was a 2-3 days maximum process.

Unable to get any customer service. No live chat for over an hour and waiting on hold for 45 mins still no one is responding. Tried email, no one is responding. In addition, my order was supposed to be sent in 1-2 business days but it has been 6 business days and it hasn't been sent yet. Horrible

I have owned Tilley hats for over twenty years and gladly paid the premium price. I have two winter hats and a summer version. The Canadian made hat was indeed in a league all its own.
I took advantage of the lifetime warranty to replace my summer hat that had started to fray around the rim. The replacement, made in China, does not fit properly and one needs to keep the back of the chin strap hanging on the back of the neck otherwise it feels like a lump on the head.
If you are looking for the Tilley experience of old, you will be disappointed.

Their sizing is messed up, dont follow their sizing chart or guide. Apparently youre supposed to be able to fit two fingers and have a loose fit. Nowhere on the size guide that is explained or written. I have a size 7 1/8 head, I order the 7 1/8; why make it complicated with oh no you have a 7 1/8 then you need to order a 7 3/8... like wtf, for real, why so complicated?! I wouldn't buy from them again, or at all for that matter. The hats look good but but with this tight fit it might give me a headache in the long run, or at the very least not perform as intended with moisture and air flow. So now I have to go thru the hassle of exchange for something they forgot to tell me. Not a great experience... good luck if you still want one.

I purchased a hat a few years ago, but unfortunately, the metal button used to secure the attachment has rusted. I reached out to your company, but I was informed that it would not be replaced or repaired. I must express my disappointment with this level of customer service, as I expected better support for your products. As a result, I have decided not to place any further orders with your company. This experience does not align with the expectations set by your advertisements.

Un service après vente exceptionnel. J’avais une problématique avec de la marchandise achetée en ligue en solde. Ils ont été très compréhensif et m’ont proposé un arrangement des plus satisfaisant. Vraiment je recommande très fortement cette entreprise.
Merci Tilley

I was given A Tilley Endurable hat as a gift. The front visor was bent downward at almost a 45* angle when worn. I contacted Tilley customer service and although the original tag was still on the hat and I had received it as a gift, they would not accept the hat back for exchange. They tout a lifetime warranty but you better not try to use it.
Poor customer service.

Total service failure: Tilley Clothing and FedEx logistical incompetence.

I am profoundly disappointed by the delivery experience following my recent purchase from Tilley Clothing. Despite the brand's premium reputation, the choice of FedEx as a delivery partner has resulted in a complete breakdown of service, and a subsequent abdication of any support from Tilley's customer "service".

My order Order # AU19908 / Tracking 398231237233 has been characterized by multiple failed delivery "attempts", complete lack of alternative pick up options, "cancel it then" abandonment by Tilley (with no offer of a refund), disappearance into FedEx "systems" then mis-scans at FedEx depot telling me my address was wrong, incorrect FedEx support telephone numbers from Tilley and finally multiple calls to the local FedEx depot to try and resolve matters. As it stands there is still no resolution.

Tilley appears to have outsourced their responsibility to a partner that is either incapable of, or indifferent to, basic efficiency. I have no confidence in their ability to fulfill orders to Australia reliably. I strongly advise prospective customers to seek alternatives until Tilley can guarantee a competent logistical chain.

Bought a Tilley Boonie hat in Jan 2026. The Chinese manufacturing shows. What a piece of junk. Tilley support was useless. I wore it once and it fell apart. Now it’s used and they won’t take it back plus they want me to pay the shipping. I guess I’m trying the glue gun or pitching it. Junk. Don’t waste your $$$. This is defined what happens to what was once a decent company when they outsource.

19 days after order placed, no updates to status and remains unfulfilled. Shoudl have bought from other companies - now missed the sale price and have no hat.

Avoid using Tilley online direct. Dreadful.