Customer Service

Delivery & Returns


Here at Pachacuti, we want you to receive your purchase as quickly as possible. This is why we use Royal Mail Tracked 24®, which provides
end-to-end tracking and aims for next-day delivery.

We also want our customers to be pleased with any product they order from us. We do realise that sometimes finding that perfect item may be a challenge, which is why we offer Free Tracked Returns through Royal Mail.

For further details, please see below.
Postage & Packing

All our Panama hats are dispatched in purpose made protective cardboard boxes to ensure safe delivery. Other items will be dispatched in envelopes or wrapped  brown paper.

Orders are normally dispatched within 1-3 days. Bespoke products may take longer due to fabrication times.

Please add the cost of postage and packaging to your order at the following rates:

Free UK Shipping on orders over £70 – Royal Mail Tracked 24 Hour delivery – £0.00

For orders under £70 Royal Mail Tracked 24 Hour Delivery – £5.50

UK Only- Special Delivery (To leave the same day, your order must be placed by 12 noon) – £10.50

European Delivery – £12.00

Rest of the World Delivery – £13.50

Delivery Times (UPDATED- CORONAVIRUS)

Delivery times domestically and around the world have been affected due to the Covid-19 pandemic.

These effects are unpredictable and could be caused by your area being in lock-down or your local postal service not working to full capacity. This may cause your shipment to be delayed and unfortunately, we are unable to control this in any way.   Tracked deliveries should work as normal and show where your order is, but updates to the tracking system may be slowed.  Your patience is very much appreciated as we all try to deal with these issues.

Given this situation, we advise customers to allow for additional time to receive your parcels.

For our International Customers, please check Royal Mail International Incidents page to see about possible delays for your country.

Normal Delivery Times:

U.K. Standard Delivery– Orders are normally dispatched within 1-3 working days and are sent Royal Mail 24 hour Tracked Service

U.K. Special Delivery–  For next working day delivery, your order must be received before noon Monday-Friday and the items ordered must be in stock.

NOTE: If hats require bespoke finishing to complete the order, this can add an additional 5 working days to the delivery date. In this circumstance, we will inform you of the delay. 

For more information please call our shop at +44 (0) 1538 388 580 10am – 5pm Mon-Sat GMT.

International Delivery- Please allow at least 7 working days for orders delivered outside of the UK.

Note: We endeavour to get your orders posted to you as quickly and efficiently as possible. Unfortunately there are occasions whereby circumstances beyond our control will increase delivery times such as industrial action, bad weather, or busy holiday periods.

Rest of the World Delivery – £13.50

Returns & Exchange

Here at Pachacuti, we always want our customers to be pleased with the hat they ordered from us. We do realise that sometimes finding that perfect hat can be a challenge, which is why we offer Free Tracked Returns through Royal Mail for our exchanges and refunds. To receive your return label, please follow this link to our

Royal Mail Returns Portal

There you will be able to fill in your details and print a returns label.  Then pack your parcel up securely following the directions below and include a note specifying the action required.  Return to the Post Office and please ensure you acquire a tracking number for your parcel: find your nearest branch here.

Please do not return Panama Hats hats rolled.

Please return your purchase in its original packaging or protected in an equivalent sized box. All products must arrive back to us in an undamaged state, identical to the condition when it was shipped to qualify for a refund or exchange. If you have any questions in regards to returning your purchase please contact us via email: hats@panamas.co.uk or call us on 01538 388 580.

Please allow up to 7 working days for us to process your request.  We do process refunds as quickly as possible, but do be aware that it can take up to 5 days for the bank to transfer the funds to you.  Only new and unworn merchandise will be accepted within 21 days of the original purchase date to receive a refund.  Any merchandise that arrives after the 21 day period will only be eligible for an exchange.  We reserve the right not to accept any returns which do not conform to these conditions. This does not affect your statutory rights.

Hat Designer Exchanges and Refunds

Hat Designer Exchanges 

We offer free returns to our UK customers on all exchanges and refund requests.  We are happy to exchange your new and unworn Hat Designer hat for a different size.  No charge is payable for this service.  If you are unhappy with your chosen band colour or hat style, we offer an 1 time Exchange Service charge of £10 for this service. 

Hat Designer Refunds and Restocking Fees

We are not able to offer a full refund for returned Hat Designer hats (unless they are faulty) because they are a custom-made product.  If you change your mind and wish to return your new and unworn Hat Designer hat, we are happy to issue a partial refund by deducting £15 from your refund amount to cover our costs for re-banding the product.  

Only new and unworn returns received by us within 28 days of the original purchase date will be acceptable for an exchange or refund.  For advice on packaging returns, please refer to our UK and International Returns Advice.

Faulty Goods

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described.  If your item is faulty when you receive it, you can return it for a refund or exchange within 30 days from the date you received it. Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 6 months of purchase. If you have owned your item for longer than this, then please contact us to discuss your options.

Please note that items that are damaged as a result of unreasonable wear and tear or misuse are not considered to be faulty.

If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability.

For all faulty items that fall outside of our Returns Policy,  please send an email to hats@panamas.co.uk or call our shop on + 44 1538 388 580.

Payment Policy

For accepting payment on our website, we use an established secure debit and credit card payment service called SagePay (www.sagepay.com). At no time do we hold your credit or debit card details at our office or on any of our computer systems.

In the event that we are unable to fulfil your order, a full refund will be issued.

International Returns

International customers (including Ireland), have 28 days to return their purchase. It is important to complete the pro-forma invoice and clearly mark your return parcels ‘British Return Goods’ with a domestic sale value of £0.00, as your returned items are not applicable to duty once they reach the UK amd will prevent them being held up at customs.

We advise sending your goods back via a tracked service and retaining proof of postage until you receive your refund notification. The goods are your responsibility until they reach our warehouse, so make sure they’re packed up properly and can’t get damaged on the way!

We regret that Pachacuti is unable to provide free returns to our international customers.

It is difficult to predict how long international returns will take to arrive back to ur warehouse. Should you have any concerns please email us at hats@panamas.co.uk.