Customer Service

Delivery & Returns

At Pachacuti, we want you to receive your purchase quickly. Therefore we offer a range of delivery options for our UK and International customers.

In the United Kingdom, we use Royal Mail Tracked 24®, which provides end-to-end tracking and aims for next-day delivery, and we also offer Free Tracked Returns through Royal Mail.

For our Europan and International customers, we offer delivery options via International Postal Mail, International Tracked Couriers and DHL Express.

Please see below for more details.

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.

Delivery/Shipping Prices for Mail Order



FREE UK DELIVERY with Royal Mail Tracked 24 Hour Delivery for orders over £70.

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

UK Only- Royal Mail Special Delivery Guaranteed (To leave the same day, your order must be placed by 12 AM) – £12.50



International Tracked Postal Delivery- aims to deliver in 10-20 days depending on location. – £15.50

International Tracked Shipping- aims to deliver in 3 to 9 Days, depending on location. – £22.50

International Priority Tracked Shipping- aims to deliver in 2 to 5 Days, depending on location – £40.00

DHL International Tracked Shipping -aims to deliver in 1 to 4 Days, depending on location. – £60.00



European Tracked Postal Delivery- aims to deliver in 4-8 days depending on location. – £12.50

European Track Courier Delivery- aims to deliver in 2 to 5 days – £15.50

European Priority Tracked Courier Delivery- aims to deliver in 1 to 4 working days – £40.00

DHL Tracked Shipping- aims to deliver in 1-4 days – £50.00

Delivery Times

In regards to postal delivery times, please check the Royal Mail Website for service updates.

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

Normal Delivery Times:

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

U.K. Postal 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 and European Delivery: 

We are pleased to offer a range of delivery options for our International and European customers.

Postal Tracked Mail Service:

Europe: 4-8 days depending on location

International: 10-20 days depending on location

Express Courier:

We will send your tracked parcel with Parcel Force and it will be delivered by their regional partners to you location.

Europe: 2-5 days

International: 3-9 days

DHL Express:

Shipping door to door with DHL.


International: 1-4 days


An Important 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. We will communicate with you directly to resolve any issues and get your parcel to you as speedily as possible.


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: [email protected]

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 28 days of the original purchase date to receive a refund.

Postal refunds only apply to our tracked 24hr UK delivery. Special delivery and international postal charges are not refunded.

Any merchandise that arrives after the 28 day period will only be eligible for an exchange, unless management decides otherwise. 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 required to offer refunds for returned Hat Designer hats, unless they are faulty. They are a custom-made product and not subject to distance selling regulations. If you change your mind and wish to return your new and unworn hat, we may issue a partial refund, at our discretion, provided that the hat is returned unworn and undamaged. A restocking fee of £50 will be deducted from your refund amount.

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 [email protected] 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 ( 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 Sales, Returns and Exchanges
  • Please double-check your size before ordering to prevent any unexpected exchanges. 
  • We regret that Pachacuti is unable to provide free postage for returns or exchanges  to our international customers. International customers are required to cover the delivery costs of exchanged items. We will contact you to let you know your options.
  • In accordance with international tariff laws, please be aware of a potential import fees of your purchase. Always check with your local/chosen courier for more details.

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 and will prevent them being held up at customs and causing a delay of your exchange or refund.

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.

It is difficult to predict how long international returns will take to arrive back to our warehouse, so please allow 1-2 weeks for delivery.

Should you have any concerns at all about your international order, please email us at [email protected]. or telephone +44 1538388580 and we will be happy to assist you.