and Return policy

Last updated: August 2026

At Toquilla Straw Hats, we take pride in offering Ecuadorian toquilla straw hats crafted with care and attention to detail. Because our products are made from natural materials and involve artisanal craftsmanship, we kindly ask you to review the product information, available sizes, colors, and shipping information carefully before placing your order.

All Sales Are Final

All purchases are considered final sale.

We do not accept returns, exchanges, refunds, cancellations, or order changes due to:

• Change of mind.
• Personal preference.
• The customer no longer wanting the item.
• The hat looking different from what the customer expected.
• Incorrect size selected by the customer.
• Incorrect color or style selected by the customer.
• Differences in natural color, texture, or appearance associated with handmade craftsmanship.
• Differences between product photographs and the actual item caused by lighting, photography, screen settings, or image processing.

We encourage customers to carefully review the product description, photographs, available sizes, colors, and other product information before completing their purchase.

Handmade Products and Natural Variations

Our hats are made from natural toquilla straw and are crafted using artisanal techniques.

Because natural materials and handcrafted processes are involved, small variations in color, texture, weave, shape, and finish may occur from one hat to another.

These natural and artisanal variations are part of the character of the product and do not constitute a defect, provided that the item meets the quality and specifications represented for the product.

Product photographs are intended to provide a representation of the style, color, texture, and overall appearance of the hat. Photographs may be affected by lighting conditions, photography equipment, image processing, and the display settings of different devices.

As a result, minor differences between the product shown in photographs and the item received are possible and are not considered grounds for a return or refund.

We make every reasonable effort to represent our products accurately and consistently. Any such variation does not mean that the customer has received a product of a different quality from the quality offered on our website.

Order Cancellations and Changes

Once an order has been placed, it cannot be cancelled, modified, exchanged, or changed.

This includes changes to:

• Product selection.
• Size.
• Color.
• Style.
• Quantity.
• Shipping address.

Please carefully verify all order information before completing your purchase.

Once an order has been shipped, it cannot be cancelled, modified, recalled, or redirected by request.

Damaged or Defective Items

We carefully inspect our products before shipment.

If your hat arrives damaged or with a genuine manufacturing defect, please contact us through our Contact page as soon as possible after delivery.

To help us evaluate the situation, please provide:

• Your order number.
• A clear description of the issue.
• Clear photographs of the hat.
• Photographs of the shipping packaging and box, if applicable.

We may request additional photographs or information when necessary to evaluate a claim.

Please do not return an item without receiving prior authorization and return instructions from Toquilla Straw Hats.

Only claims involving an item that arrived damaged or has a genuine manufacturing defect will be considered for a return or other appropriate resolution, subject to applicable law.

Return Shipping Costs

If we authorize a return, the customer is responsible for all costs associated with returning the item, including:

• Return shipping costs.
• Customs duties.
• Import taxes.
• Brokerage fees.
• Customs clearance fees.
• Any other charges associated with returning the package to Ecuador.

Toquilla Straw Hats does not cover or reimburse return shipping costs except where required by applicable law or where we expressly agree otherwise in writing.

Customs Duties, Import Taxes, and Destination Charges

International customers are responsible for all customs duties, import taxes, tariffs, brokerage fees, customs clearance charges, and other fees imposed by the destination country.

These charges are separate from the purchase price and shipping charges unless expressly stated otherwise at checkout.

Toquilla Straw Hats does not control these charges and is not responsible for fees imposed by customs authorities or other agencies in the destination country.

Customers are also responsible for providing accurate information required for delivery and customs clearance.

Refused or Abandoned Shipments

If a customer refuses delivery, fails to complete customs clearance, or otherwise abandons a shipment, any resulting shipping, return, customs, storage, brokerage, or other charges may be the responsibility of the customer.

Refusing or abandoning a shipment does not constitute an order cancellation and does not automatically qualify the customer for a refund.

Refunds

If a return is authorized because an item arrived damaged or has a genuine manufacturing defect, we will inspect the returned item before determining the appropriate resolution.

If a refund is approved, it will be issued to the original payment method used for the purchase.

Any refund will be limited to the amount determined to be applicable under the circumstances and applicable law.

Original shipping charges, customs duties, import taxes, brokerage fees, and other third-party charges are generally non-refundable.

Wholesale Orders

Orders of 25 hats or more are considered wholesale orders and may be subject to separate terms and conditions.

Customers interested in wholesale purchases are encouraged to contact us before placing an order so that we can provide wholesale pricing and competitive shipping options.

Contact Us

We are always happy to assist and encourage you to contact us if you have any questions before placing an order.

For questions regarding this Return and Refund Policy or to report an item that arrived damaged or defective, please contact us through the Contact page on our website.

Thank you for choosing Toquilla Straw Hats and for supporting Ecuadorian craftsmanship.