FAQs
WHAT IS A GENUINE PANAMA HAT?
The authentic Panama Hats have always been manufactured in Ecuador. If you want to learn more about its history and its name click here.
ARE THE HAT UNISEX?
Most of our hats are unisex, that is why many styles can be seen in both Men and Women's sections.
HOW CAN I GET MORE INFORMATION ABOUT ALLPA?
All of the needed information about our brand can be found here.
If you want to find out more about our sustainability policies, click here.
For legal information about our website's Terms of Use, click here.
If you have any further questions or comments, do not hesitate to contact us at info@allpahats.com.
IN HOW MANY LANGUAGES CAN YOU SURF THE SITE?
At the moment, the languages of allpahats.com are Spanish and English.
WHAT TYPE OF CARE SHOULD I GIVE TO MY TOQUILLA STRAW ACCESSORIES?
All of the information needed about the care of your toquilla straw accessories can be found in our Care Guide.
WHERE ARE ALLPA ACCESSORIES MADE?
All of our final products are handmade by Ecuadorian artisans in different regions of the country.
Some parts added to the final product (such as bands and studs) can be of foreign origins.
WHAT ARE ALLPA'S POLITICS REGARDING ANIMAL WELFARE?
We respect other species and we are eco-friendly, that's why Allpa is a vegan brand. We strongly oppose to the use of fur and we do not produce or sell any products that contain leather in its designs.
You may find synthetic leather in some of our items. Non of the materials used in our products are from animal origins.
WHAT ARE THE DIFFERENCES BETWEEN LEATHER AND ARTIFICIAL LEATHER?
Real leather has a longer lifespan tan eco-leather.
Both leather and artificial leather have a soft and flexible texture that will depend on the stuffing.
Artificial leather is more resistant to rubbing, light and cracking, which makes it easier to wash.
Natural leather comes from animal skin while eco-leather is a synthetic material.
CAN NATIONAL AND INTERNATIONAL ORDERS BE PLACED?
Of course. Contact us to info@allpahats.com and we will take care of your order immediately.
CAN NATIONAL AND INTERNATIONAL WHOLESALE ORDERS BE PLACED?
Yes, we ship everywhere in the world. For wholesale orders go to our Allpa Wholesale section.
WILL I RECEIVE THE SAME PRODUCT SHOWN IN THE PICTURE?
Taking into account that the products are created through artisan processes, each piece is unique and could have minor differences in the final presentation and color, as well as in the hat's measurement of the brim.
Through our accessories' pictures, we intend to portray the colors as close as possible to the real product, though there might be a slight difference; this will also depend on the screen you are using.
CAN I CANCEL MY ORDER?
If you need to change your order, email us to info@allpahats.com and we will try to help you in every way we can. In some cases we will be able to modify/cancel your order (only if it has not been shipped), but in some cases it will not be possible. We will try our hardest to help you.
WHAT ARE THE RATES FOR INTERNATIONAL SHIPPING?
The rates for international shipping are set by Correos del Ecuador (Ecuadorian Postal Service) and will depend on the postal fees (weight and freight) of the country it's being shipped to.
WHAT ABOUT THE TAXES AND TARIFFS?
All of the taxes and duties of the receiving country are responsibility and will be paid by the client.
HOW LONG WILL IT TAKE FOR MY PACKAGE TO ARRIVE?
Retail orders will be shipped within 48 hours after receiving the Final Order Confirmation sent via email and after receiving the total payment. Only in special cases (such as premium quality hats or pre-orders), it will take us a little bit longer than usual, due to the handmade characteristics. This information will be provided with anticipation.
All of the packages are shipped through Correos del Ecuador (Ecuadorian Postal Service) or DHL, and each client can choose from the most convenient option for them. Information on shipping details will be provided once the client choses the courier.
Regarding wholesale orders, the weaving process will take up anywhere from 4 to 8 weeks, plus an additional week to add external tags and care guides, to make a thorough quality control and to pack the items properly. The time that packages take in transit to their final destination must also be added. These periods are counted from the moment the client pays the 50% advance.
The time production takes will depend not only on the quantity, colours and quality (grades) ordered, but also on weather conditions. Toquilla straw must be dried in natural sunlight in various stages of the process and if it happens to rain or there is too much humidity in the environment, our weavers don't have another choice but to wait until the climate gets better. For that reason, we DO NOT GUARANTEE exact shipment dates.
The production process can take considerably less time if we have the hats in stock when the order is placed.
CAN I EXCHANGE MY PRODUCT?
According to the general Allpa policies, exchanges cannot be made. Nevertheless, if you wish to exchange a recently purchased product for another one of the same style but different size, please contact us to info@allpahats.com no longer than 48 hours after receiving your product and we will go over your order. The final decision will be communicated to you within a period of 72 hours.
All of the extra charges brought by the exchange of products will be covered by the client.
Products cannot be returned.
WHAT SHOULD I DO IF I GET THE WRONG ORDER OR IF THE ITEM IS DAMAGED?
Allpa only sells products in perfect shape, but if you get a damaged item or a wrong one, contact info@allpahats.com within a 72 hour period after receiving it, detailing information, so our staff will go over it. The final decision will be communicated to you within a 72 hour period.
Remember that our products are 100% handmade, with natural fibers and materials, therefore differences in shape and color will exist; this is not considered a defect, but a part of the uniqueness of your toquilla straw accessory.
Please have in mind that all of the returns based on defects or errors must be shipped back in the exact same conditions in which they were received, including the original packaging, the inner labels and the bill.
In case of a return due to product defect proven to be caused by Allpa, the shipping charges will be covered by us and refunded to the client.
