Welcome to the Crossbow FAQ — your go-to guide for all things leather care, product details, shipping, returns, and more. Whether you're new here or a longtime fan, we’re here to make sure you get the answers you need, fast and clear.
Frequently Asked Questions
ORDERs
ONLINE
We accept returns or exchanges on full-price items within 14 days of delivery, provided the items are: unworn and unused, and in original condition with tags attached.
Custom and sale items are final sale and not eligible for return or exchange.
IN STORE
We offer exchanges on eligible in-store purchases. All custom pieces, vintage items, and sale merchandise are considered final sale and are not eligible for return or exchange.
Please bring your item(s) and receipt to the same location where the purchase was made. Our team will assist with processing your exchange.
Please visit our Returns Portal to initiate your request. Once your return is approved, we will email you a prepaid return shipping label along with instructions for sending your item back.
Returns shipped without prior approval will not be accepted.
We do not offer returns on customized products.
Yes, please email hello@shopcrossbow.com, and we will respond to help within 48 hours.
Leather
How to keep your Crossbow products in excellent condition.
Our handmade leather goods are built to last and will grow more beautiful with age. To care for them, keep the leather clean with a soft cloth and condition it every few months to maintain flexibility using a simple leather lotion or conditioner.
Store items in a cool, dry place away from direct sunlight. Over time, natural oils from your hands and everyday use will create a unique patina — and deepening of color that reflects your personal story. With simple care, your belt, wallet, or bag will endure and tell a story that can’t be replicated.
Our leather goods are crafted to last, and we stand by the quality of our workmanship. We are pleased to offer repairs for issues that arise from normal use, such as stitching coming loose, hardware failure, or other craftsmanship-related concerns.
Please note that repairs do not cover accidental damage, misuse, neglect, or mistreatment — for example, exposure to water, ink stains, overloading, or improper storage. Natural changes such as scratches, softening, and the patina that develops over time are part of the beauty of genuine leather and are not considered defects.If you believe your item requires repair, please contact us with details and photos, and we’ll be happy to assess the best way forward.
HAT
Have a question about your Crossbow hat? We’ve rounded up the answers to the most common ones below.
We recommend using a hat brush to clean your hat regularly. Avoid leaving your hat in hot spaces, such as your car. Always store your hat upside down, making sure the brim doesn’t touch any surfaces. You can hang it on a wall or hook, or keep it upside down in its hat box for best preservation.
Please email us at hello@shopcrossbow.com and we will assess your hat fitting questions.
Custom hats are not currently available online, but you can email us at hello@crossbow.com or visit one of our stores to order a custom beaver hat. You can also shop our pre-shaped wool styles, like the Idarado Hat and more, available online.
Shipping
Use this section to welcome customers to your store, say a bit about your brand, or share news and seasonal promotions.
We’re a small team and hand-pack each order with care. Please allow up to 48 hours for your order to ship.
We ship via USPS or UPS — you can choose your preferred carrier at checkout.
We do not ship internationall at this time.