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Delivery, Returns and Terms and Conditions

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 in brown paper.

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

Free UK Shipping on orders over £40 – Royal Mail Tracked 48 Hour delivery – £0.00

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) – £8.95

European Delivery – £12.00

Rest of the World Delivery – £13.50

U.K. Standard Delivery– Orders are normally dispatched within 2-3 working days and are sent Royal Mail 48 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.

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 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.

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 or call our shop on + 44 1538 388 580.

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

We also operate a deferred payment policy. This means that when you place an order with Pachcuti,  your bank  authorises us to charge your account for the total amount of your order. Once we  confirm that we are able to fulfill your order, we then precede to process your payment. Payment will not leave your account until the goods are ready for dispatch.

If we are unable to fulfill the order the authorisation is promptly cancelled.

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


Pachacuti Ltd. reserves the right to change prices as necessary and cannot be held responsible for errors or omissions resulting from these changes.

Product Specifications

Product specifications should be taken only as a general description. Products may vary within reasonable margins with regard to size and colour. Whilst we make every effort to supply stock of standard specification, all our products are handmade and dyed in small batches and slight variations are beyond our control.


All goods remain the property of Pachacuti Ltd. until paid for in full.

Viewing and Buying in Person

Our full range of Panama and Felt Hats along with a wide range of other fair trade clothing and accessories from the Andes may be viewed and purchased in person at our Leek shop:

Pachacuti Ltd
70 Derby Street
ST13 5AJ
United Kingdom

Shop + 44 1538 388 580

Opening Hours: 10.00 am – 5.00 pm Monday – Saturday


Intellectual Property

Pachacuti Ltd. retains full and complete title to the software and to all of the associated intellectual property rights. You may print, store and display the content of this website solely for your own personal use. You are not permitted to publish, distribute, manipulate or otherwise reproduce, in any format, any of the content, or copies of the content, supplied to you or which appear on this website. You may not use any such content in connection with any business or commercial enterprise. You shall not redistribute, sell, reverse-engineer, disassemble, or otherwise convert this software and contents to any other form that people can use.

Privacy Policy

Pachacuti is committed to ensuring that your privacy is protected and any personal information we hold about you is held securely. Under data protection law Pachacuti is a “data controller”. This means that Pachacuti has control over how it uses your personal information that it holds. We need to do this fairly and openly.

This privacy policy is intended to explain: what information we collect from you; when we collect information from you and the purposes for which we use your personal information and the legal basis or ground we are relying on for each processing activity. We will also explain the security measures we have taken as an organisation to hold your personal information securely. Under data protection law, you as an individual, have rights in relation to the personal information that we hold about you and we will set these out too.


What information do we collect?

When we interact with you we may collect the following details which are personal to you and allow us to identify you (known as as personal information):

  • Your name and title;
  • Company name (if applicable);
  • Postal address;
  • E-mail address;
  • Billing address; and
  • Bank account details / credit card information.

When do we collect personal information?

We collect personal information from you when you:

  • Purchase goods or services from us in person, online, by telephone, post, E-mail or otherwise;
  • Use our website;
  • Subscribe to our mailing list or newsletters in person, online, by telephone, post, E-mail or otherwise;
  • Contact us with a query or to make a complaint in person, online, by telephone, post, E-mail or otherwise; or
  • Create an online account with us.

The purposes and legal bases we rely on for processing

Under data protection law we are required to tell you the purpose for which we are processing your personal information and the legal ground or basis for doing so. We have set out below the purposes and legal bases we rely on.

  • To process orders for goods and/or services and deliver these to you. To do this we use your personal information to identify you and if requested to deliver direct to you. By doing this we are able to fulfil our obligations to you (“Contract Ground”).
  • To process payment for the goods and/or services purchased. We use a third party processor for processing your payment to us. This enables us to perform the contract for the supply of goods or services to you (“Contract Ground”).
  • If you have a query or contact us to make a complaint, personal information you provide to us will be used for the purpose of dealing with your query or complaint and responding directly to you (the “Legitimate Interest Ground”).
  • If you create an online account with us, we will ask you to provide personal information. We will store this information so that you do not have to re-enter your details every time you shop with us (the “Contract Ground”).
  • We would like to contact you from time to time by post, to provide you with details of our special offers, news and new product ranges which we think may be of interest to you (“Legitimate Interest Ground”).


  • We would also like to contact you by email and telephone to provide you with details of our special offers, news and new product ranges. We require your express consent to market to you in this electronic way and we will ask for this consent: when you create an account with us; or when you subscribe to our mailing list through the Pachacuti Ltd. website or in-store.


If you change your mind and do not wish us to contact you in the future with marketing information, please let us know and we will stop contacting you in this way. You can update us by clicking on the ‘Unsubscribe’ link at the bottom of any email Pachacuti Ltd. sends you, or by changing your account settings. You can also email us at


  • Whenever you use our website, personal information obtained by us will be used to improve our website and to enable us to make a tailored website available to you (the “Legitimate Interests Ground”). Please refer to our Cookie Policy below.
  • If required to do so by law or regulatory obligation we may disclose personal information (“Legal Obligation Ground”).


For more information about the legal grounds we have relied on to process your personal information please go to


Your personal information and third parties

We will share your personal information with our third party payment processor and E-mail marketing service providers.

We require all third party service providers to respect the security of your personal information and to comply with data protection law. We do not allow any third party service providers to use your personal information for their own purposes and we only permit them to process your personal information in accordance with our instructions.

We will also share your personal information if we are required to do so by law.

We will not share your personal information with any third party, other than those listed above, for marketing purposes.

Security and how we protect your personal information

We take appropriate physical, electronic and managerial measures to ensure that we keep your personal information secure, accurate and up to date. In addition, we limit access to your personal information to those employees and other third parties who have a business need to know. They will only process your personal information on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal information breach and we will notify you and any applicable regulator of a breach when we are legally required to do so.

How long do we retain your personal informationWe will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal information, we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorised use or disclosure of your personal information, the purposes for which we process your personal information and whether we can achieve those purposes through other means, and the applicable legal requirements.

Your rights, access to information and correction

You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email us at or write to us at Pachacuti Ltd, 70 Derby Street, Leek, Staffordshire, ST13 5AJ. We may make a small charge for this service.

We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information that you think is inaccurate. For more information about your rights under data protection law please go to

How we use cookies (“Cookie Policy”)

Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This information is used to track visitor use of our website, and to compile statistical reports on website activity. For further information visit or

You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser. However in a few cases some of our website features may not function as a result.

Other websites

Our website contains links to other websites. This privacy policy only applies to this website so when you link to other websites you should read their own privacy policies.

Changes to our privacy policy

We keep our privacy policy under regular review and we will place any updates on this webpage. This privacy policy was last updated on 24th April 2018.

About Us and contact information

Pachacuti Ltd. and this website is owned by Carry Somers, Director of Pachacuti Ltd, Company Reg No. 7615395.

Please contact us if you have any questions about our privacy policy or information we hold about you:

  • By email to
  • Or write to us at
    Pachacuti Ltd
  • 70 Derby Street
    ST13 5AJ
    United Kingdom