In order to exchange your hat we require a £5 payment to post an exchange of size which can be made following this link £5 exchange delivery Please note we cannot process any exchanges until this payment has been received. We are happy to change the style but if there is a difference to pay you will need to email us on firstname.lastname@example.org with details of what you require so that we can take any payment difference.
UK ACCOUNT HOLDERS - If you are a UK customer and have purchased an incorrect size and wish to exchange it for another, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button, where you can add a note letting us know what size you require. Please then return the UNWORN item in the original packaging, together with a copy of the return request and £5 exchange delivery , payable online before you send the hat back to us, to cover the return postage, or else can be sent in stamps.
We'll notify you via e-mail of your exchange once we've received and processed the returned item.
UK GUEST ACCOUNTS - If you have not created an account, please print off and complete the returns form stating details of the correct size required and order number (as per packing slip), together with £5 exchange delivery payable online on our accessories page or else you can send £5 in stamps.
Important - if paying online, please add the original order number, located on packing slip, to the order notes.
EU / International exchanges, please contact us directly on email@example.com or call on +44 208 203 0044, so we can advise on return shipping costs.
If you wish to exchange for a different style please contact us first at firstname.lastname@example.org or call us on +44 208 203 0044 so that we can advise you on any additional costs, sizing and fit, etc.
IMPORTANT - please note that sizing is NOT accurately determined by the measurement of the inner band of a hat, as it will often appear to be 'smaller' than the actual correct size of the hat itself.
We are confident that you will be completely happy with your purchase from The Panama Hat Company. However should you wish to return any unworn item, you can return it to us in its original condition within 14 days of the purchase and we will credit your account with a full refund for the price you have paid for the item, with the exception of non-standard or personalised items (eg. bespoke hat bands)or additional special delivery (next day)costs and gift wrap.
We reserve the right not to accept any returns which do not conform to these conditions. Your statutory rights are not affected.
ACCOUNT HOLDERS - If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
PLEASE NOTE: We require confirmation that you have posted the item or a reference from the Post Office of your return as we cannot track returns without this information and cannot process a return without receiving your hat.
We'll notify you via e-mail of your refund once we've received and processed the returned item.
GUEST ACCOUNTS - If you have not created an account, please print off and complete the returns form (click for form) and send an email to email@example.com to let us know its on its way back. We can then notify you via e-mail of your refund once we've received and processed the returned item.
Please note that we do not accept responsibility for returned items which do not reach us or are lost in the post, so please remember to get a proof of posting from the Post Office as this will cover you if your returned item gets lost in the post. If you choose to use an alternative delivery company, please be aware that goods received crushed or damaged for refund or exchange will not be refundable.
The Panama Hat Company will only pay the return shipping costs if the return is as a result of our error (incorrect item sent) or the item is proven to be faulty. We are unable to refund items which have been damaged due to wear and tear and mis-handling (eg folding a hat incorrectly or 'pinching' it).
As all our hats are genuine Panama hats, each item is handwoven in Ecuador from natural Paja Toquilla straw and as such slight variations are to be expected and are beyond our control.
Please keep your original receipt as proof of purchase.