I had to cut the neck strap and thread the strap properly through the toggle. The strap is sewn into the hat so there was no other way to do this. Very disappointing since the reason we wanted this hat was so it would stay on in the wind. The hat arrived flat and took some time getting it in shape. The rim was bent up as well. After all this work the hat fits and works. I use it when I am working in the hot sun. I would not hit the two star "I hate it" button but I am not happy with it either. It deserves a two star rating.