Orders and Delivery
Wrong Item Received?
We are so very sorry that we have sent you the wrong item, clearly we missed our morning coffee!! We understand this is incredibly frustrating. Please email us immediately and we will work our hardest and fastest to rectify the situation.
We pride ourselves on the workmanship of our products and take quality very seriously. If you have concerns over the quality of your item or you think we have overlooked something as we packed your order then please do email us so we can look into it fully.
We ask that our customers are aware that all our hats are finished by hand and as such slight variations may occur between the images on the website and the physical product.
Please also kindly note that all our Panama hats are handwoven from natural toquilla straw. It is a true artisanal craft and slight deviations in the weave are characteristic.
It is also normal for fibres of the straw to work free in some instances. These can be carefully trimmed, as can any single 'hair like' strands (do not pull them), using a small pair of scissors - nail scissors work well.
Depending on your order, we may dispatch your items separately. Please bear this in mind as it is possible the items will be delivered at different times. Each parcel will have it's own Royal Mail tracking number.
If you discover upon opening your parcel/s that you are missing an item that you ordered then please email us as soon as possible. We are very, very sorry if we have left out an item from your order. Let us know and we'll get onto it immediately.
Panama Hat Boxes
If you purchase two or more Panama ha in a single order we may ship your hats in one hat box (depending on the quantity, style and size of panama hats ordered). This reduces our collective shipping footprint (and your storage space!). However, if you would like to receive your panama hats in separate boxes simply let us know via email as soon as you have placed your order and we will dispatch them separately to you. Please note customers outside the UK will incur additional shipping costs.
Order or Shipping Confirmation not Received?
You will receive an order confirmation shortly after placing your order. Please check your spam or junk folder, and if you still have not received a notification send us an email with your details - full name, delivery address, and items ordered and we will check our system.
Canceling or Amending an Order
If you need to cancel or change any details of your order then please get in touch with us quickly before we dash off to the post office! We aim to dispatch your order on the next working day (we don't post over the weekend). Please send us an email as soon as you can with 'Cancel order' or 'Amend order' in the subject line, along with your details - full name, delivery address, and items ordered and we can help with your request.