Merino Wool Hat - Navy Blue

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Nice product, poor experience

The product is nice quality, but overall poor experience. I purchased the hat as a gift, and I couldn't figure out the difference online between the hat and the beanie. When the item wasn't right, we went to the Spitalfields store to exchange it for something else, but we were turned away as apparently online and in-store are separate organizations. Now I'll probably return for a refund (exchange isn't an option in the returns portal), but I've just seen I need to buy my own return label for £5.5, which seems pretty high considering I ordered the wrong item because the website information doesn't explain the difference in hat styles. I also think the website could be much easier to shop with some changes to the navigation - why do I select organic cotton or recycled wool to see the products? I don't know the catalog well enough to choose so I have to check multiple pages to see what's available. Overall, I think this brand could do a better job thinking about customer experience.