Let’s Talk About Our Return Rate (And Why I’m Not Okay With It)

Hey Hairbrella Fam,

If you’ve been on this journey with me, you know the Hairbrella Swim Cap launched in the summer of 2023 after years of dreaming and testing. For me — someone who grew up with thick, hard-to-manage hair — this product was deeply personal. I’d missed out on pool days and waterpark fun because I was worried about my hair, especially with church or work the next day. I wanted something better.

This was a photo of one of my first makeshift prototypes I made on my kitchen table with  and old swim cap, shoe laces and safety pins. 😆

Our Return Rates Are Improving — But I’m Not Done Yet

Since launch, we’ve sold over 180,000 swim caps and our return rate has been steadily dropping:

2023: 2.72%
2024: 2.37%
2025 YTD: 1.08%

That’s well below the industry average — which is fantastic progress — but honestly, it’s still not good enough for me. We’re always working to make sure everyone who wants to swim without worrying about their hair can.

Updates You Might Remember

Some of the improvements we’ve made so far:

• The Classic design with an upgraded band for a better, more adjustable fit

• The Swim Cap Sport, designed specifically for lap swimmers to reduce drag

• The Kids' Size, created to better fit our littlest swimmers — because a lot of the hair drama isn’t even about our own hair, it’s about our kids’!

The Last 1% — What I Learned

This year, I’ve been focused on understanding that last 1% — the folks for whom the swim cap didn’t quite work. I’ve collected your feedback and head size info to figure out why.

Here’s my personal “aha” moment: the other day I did a demo wearing the XL swim cap. Normally, I wear the Classic — even with braids — because it fits snug and my hair fills it just right. But this time, I wore the XL because I didn’t have the Classic handy.

And for the first time since our prototyping process before launch… my hair got wet.

How The Swim Cap Fits

Here’s the science behind it: if your hair doesn’t fully fill the cap or you haven’t pushed out enough air before swimming, that trapped air creates pressure that wants to escape once you're underwater. And if there’s even a small gap anywhere along the seam — especially around the circumference of your head — water will find its way in.

The less your cap is filled out — whether because your hair isn’t voluminous enough or your head is on the smaller side — the more vulnerable it is to that internal pressure causing a leak.

Think of it like jumping into a pool with a loose t-shirt. The air trapped between your body and the shirt rushes to escape — and water rushes in to replace it, ballooning the shirt outward. The same thing can happen if your swim cap isn’t snug enough around both your hair and your head.

That’s why a proper fit matters — it needs to be filled out and sealed in, not just "tight."

For a small percentage of you:

• You might pick the XL because of bigger hair, but if your head size is average or smaller, the XL might not tighten enough to seal properly.

• Some with smaller heads find the Classic too loose, and the Sport and Kids' sizes too small for their hair volume.

What’s Next: New Sizes & Your Help

We designed for the majority, and that’s worked well for most of you. But the last bit of trouble comes down to the unique mix of head size and hair volume.

So here’s what’s coming:

• A new size between Classic and XLfor average heads with big hair

• A smaller size for smaller heads needing more coverage than kids’ sizes

• Updated size charts to help you find your best fit

• And a call for your help to test these new sizes

Ready to Dive In?

Here’s Your Chance💦

The truth is, the vast majority of you — over 98.92% — love the swim cap and enjoy worry-free swimming. If you’ve been on the fence, now’s the perfect time to try it for yourself.

F or those who haven’t tried it yet:
I’m offering 50% OFF to anyone ready to give the Hairbrella Swim Cap a chance. In return, I kindly ask that, in Scout’s honor, you fill out a very brief form when you order — telling us your head circumference, approximate hair length or volume, and the size or product you choose. This info is incredibly helpful to understand how our customer base breaks down and to make better fits for you.

For those who’ve already tried it and may be part of the 1%:
I’d love to send you one of our new sizes to test for free and get your feedback. You can sign up here to be part of this exclusive testing group.

Note: To join the testing group, you must have previously purchased and returned a Hairbrella Swim Cap. This requirement will be included on the signup form.

Whether you’re new or a tester, I’m asking for your help to share your experience — leave a review, record a quick video, or send suggestions. The more data we get, the better we can make the perfect swim cap for every head and hair type.

Thanks so much for being on this journey with me. I won’t stop until every single one of you can swim worry-free.

— Tracey

PS - One More Thing — A Quick Tip

Please remember to leave your ears out and blow the air out of the cap before swimming. That little trick helps create the perfect seal and keeps water out. We hadn’t emphasized this enough before!