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Returns and Exchanges

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.

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 (find your nearest branch here) and please ensure you acquire a tracking number for your parcel.

Your purchase must be returned in its original packaging or in a equivalent sized box. All products must arrive back to us in an undamaged state, identical to the condition we shipped it to you to qualify for a refund or exchange. Please do not return Panama Hats hats rolled.

If you have any questions in regards to  returning your purchase please contact us via email:  or call our shop on 01538388580.

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.

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

If you have ordered an incorrect size, please return the item to us, enclosing details of the replacement size you require.

Upon receipt of your hat, please allow up to 7-10 working days for us to process your exchange. If you have any questions or special requests, do not hesitate to give our friendly staff a call who can help you sort out any issues you may be experiencing.

Telephone: +44(0) 1538 388 580

Or email

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 contact or call our shop on +44(0)1538 388580.