All hats are made by hand and one piece at a time, so please remember that you are buying artisanal hats that will be very similar to the ones shown in our photographs, but not exactly alike. We are confident that you will be 100% satisfied with your purchase, but if for any reason you receive a damaged hat you should send back the product in order to exchange it.
It is highly unlikely that a customer would receive a product in bad conditions or different of what was ordered. All items are inspected prior to shipping. However, in the unlikely event you do receive a damaged item, it must be returned within 7 days of receiving the item. This is necessary in order to control inventory. If you wish to return your purchase, please contact us via email for a return authorization code and shipping instructions.
The damaged item must be returned in its original condition, in the original container and must be accompanied by all accessories, paperwork, labels, and any special packing material that accompanied the product. The customer must fully understand that should the product be returned missing any of the aforementioned items or in used or less than new condition, the customer agrees that the cost of the missing items will be deducted from the customer's credit card. Each item will be examined by quality inspectors to make a determination of condition and if the product shows any signs of usage, the product will not be accepted for exchange and will be returned to the customer at the customer's expense.
The final decision of condition rest solely with The Panama Hat Shop, if the returned item is deemed to be in its original condition, an exchange of the order will be shipped to you.
The Panama Hat Shop will not be held responsible for items lost or damaged during return shipment (from customer to manufacturer). Return shipment is the responsibility of the customer and should be insured properly based on the value of the contents. Therefore, customers who wish to return a product should be conscious of the shipping company and method of shipment they choose.
All orders require at least two working days for processing before shipping. If the order is going to be delayed because of weather, product availability or any unexpected circumstance, we will inform you the date of expected delivery.
All orders are shipped by certified Ecuadorian airmail to anywhere in the world and their shipping rate depends on their weight and volume of each item. Orders are shipped and delivered Monday through Friday, excluding holidays, and generally take 10 to 20 days (after production process) to reach their destination. We cannot be responsible for delays due to customs.
The Panama Hat Shop will not be responsible for any import taxes, customs taxes, duties, customs documentation, import documentation or licenses needed to secure your order. Any of the items mentioned above will be the sole responsibility of the customer.
If you have a problem or question regarding your order please contact us.