Frequently Asked Questions

Hat Care & Info
- How do I take care of my hat
  - Straw & Panama Hats
    Authentic Panama hats and similar straw hats can be passed on for many generations with proper care. Here are some tips on making sure yours stays in great condition:
    - When the hat is not being worn it should be stored in its box or in a dry, cool place.
    - These hats should avoid contact with rain or high humidity. It can cause the hat to lose its shape. Light rain is fine but the hat should be dried as soon as possible.
    - Handle the hat by its brim. Handling (pinching) by the crown will eventually cause the straw around the crown to crack.
    - When resting your hat on a table or surface, place it on its crown (upside down), rather than on its brim. When hanging it up on a coat or hat rack make sure the peg rests on the sweatband, not the straw.
    - To clean the hat, simply use a soft bristled brush. For stains, baby wipes or similar wet wipes can be used. Baby wipes tend to have the perfect amount of moisture and gentle cleansing ingredients for straw hats
  - Leather Hats
    Leather is one of the most durable and long-lasting materials used for hats. Even then simple care should be done to ensure the leather remains in great shape:
    - Avoid using saddle soap or harsh cleaners that may dry your leather hat.
    - When resting your hat on a table or surface, place it on its crown (upside down), rather than on its brim.
    - Leather is excellent for sun protection but when not being worn the hat should be stored in the shade or a dark area. Overexposure to ultraviolet rays can cause the hat to become fragile and crack or the color to fade. Avoid storing your leather hat near windows or on the dashboard of your car.
    - Keep your hat away from food, makeup, or any oil-based products.
    - In the case of accidentally spills or stains, the hat should be immediately cleaned with a soft damp cloth.
    - For more stubborn stains gentle commercial leather cleaners from local shoe shops or department stores can be used. However, you should test the product on an inconspicuous area first.
    - Properly treated leather hats such as those we carry can resist heavy rainfall or quick underwater dunks. If your hat does become soaked through, leave it to dry naturally. Using heat to dry the hat can cause it to shrink and no longer fit.
  - Wool & Felt Hats
    Wool and felt has been praised by hat makers for centuries for its ability to maintain shape, keep your head warm, resist rain, and its unique structure. Caring for wool & felt hats is quite simple:
    - When the hat is not being worn it should be stored in its box or in a dry, cool place.
    - The most effective way to clean dirt and light stains from wool and felt hats is to use a horsehair brush
    - liquid cleaners should be avoided
    - When resting your hat on a table or surface, place it on its crown (upside down), rather than on its brim.
    - Felt hats are more resistant to rain than wool.
    - In case the hat gets severely wet, invert the sweatband so it's sticking out of the hat. Then stand the hat on the hat band using a clean, level surface. Allow it to dry naturally. Using heat to dry the hat can cause it to shrink and no longer fit or warp.
  - Cloth & Faux Fur Hats
    Cloth and faux fur hats can be given the same care you would give your hand-wash only clothes. Most of these are made from the same material as your clothes can be cared for easily:
    - Hats without a fixed shape (blocked) such as our Aviators or ivy caps should be hand washed and hung to dry.
    - Faux fur hats can be carefully blown with a hair dryer on low to return to its original plush state after it has been air dried.
    - Do not bleach or use a detergent with any type of whitener. This can cause discoloration.
- What is my hat size
  
  Hats are like shoes, you can't just use small, medium, large, or extra large. That is why we use traditional hat size labels. Please use the chart below to determine your size.
- Are these Panama hats authentic
  
  All of our Panama hats are woven and directly imported from Ecuador. We guarantee 100% authenticity on our Panama hats.
- Why does the price on different sizes differ
  
  You might notice that some sizes are priced higher than other. The reason for this is that some sizes require more time and material to make. Typically, you will see a price difference on X-Large sizes and X-Small sizes.
- Animal welfare
  
  Ultrafino cares about animal welfare. We no longer carry real fur products, and we try to limit our use of wool and leather materials. Our high-quality synthetic fur is much softer, more insulating, easier to care, and never sheds.
Ordering
- Can I order by phone
  
  We would be happy to take orders by phone. Our number is 1.425.778.6708. We are available to take orders Monday through Friday from 10am-5pm Pacific Time.
- What type of payment methods do you accept
  
  We accept Paypal, Visa, MasterCard, American Express, JCB, Discover, and Diners Club debit and credit cards. We also accept Ultrafino Gift Certificates.
- What is a pre-order
  
  The Pre-Order option allows you to purchase the product that is currently sold out or has not been launched yet (new product). For full details please click here.
- Is my privacy and personal information secure on your site
  
  Shopping on our site is safe and secure. For full details please click here.
- Do you restock items or sizes that are sold out
  
  We do our best to keep most of our items in stock at all times. However, there are instances where importing takes longer than usual. If one of your favorite products is no longer in stock feel free to send us a message to check on the availability of a product.
- Can I modify or cancel my order
  
  Generally, you can modify or cancel your order within 24 hours since it was placed. However, expedite orders and orders that have been shipped cannot be cancelled. The best way to modify your order is to contact us by phone.
Order Status
- How do I check the status of my order
  
  Email notifications will be sent to you within 30 minutes of your order being received or when your package has been shipped. If you do not receive an email confirmation, please check your spam folders first and then contact us. We will be happy to send you another email or check the status or your order.
- Where can I find my tracking number
  There are two ways to locate your tracking number. If you created an account with us, simply log in to your account, click on your order number and you should be able to locate your tracking number under the Product title. If you did not create an account, click on the blue "View your order" button within your confirmation email. This button will take you to your Order Summary in our Checkout page where you will be able to find your tracking number. If you do not receive an email confirmation, please check your spam folders first and then contact us. We will be happy to send you another email or check the status of your order.
  - Note: orders that have not yet been shipped will not display a tracking number. If the order has not yet been shipped it will display as "Unfulfilled" next to the Fulfillment Status.
- Why was my order cancelled
  Your order might have been cancelled if:
  - We were unable to verify the billing information that was entered on the order. If the billing address does not match with what the credit card issuer or bank has on file, the order will be automatically cancelled.
  - We did not have the product in stock but was listed as in stock due to an internal error. However, we will directly contact you in this case.
  - Please contact us if further assistance is needed.
Shipping
- What shipping options do you offer
  
  Domestically within the US, we offer Standard Shipping (4-9 business days), Expedite Shipping (2-3 business days). For full details please click here.
- Do you ship internationally
  
  We ship to a variety of different countries. Please click here for more details.
- Who pays for international Customs tax and tariffs
  
  The buyer is responsible for all international Customs fees, including but not limited to taxes and tariffs.
- How do I track my package after it has been shipped or how do I know my order has been shipped
  
  As soon as your order is shipped you will receive an email notification confirming the shipment. The email will also contain the tracking number and a link to the carrier's website to track the shipping.
Returns & Exchanges
- What is your return policy
  
  Purchases made through Ultrafino.com are valid for exchange, credit, or refund within 60 days of the ship date. The buyer is responsible for all shipping charges unless an exchange is requested. In the case of exchanges, shipping charges for the new item will be free. Items sent back to us must be in the original packaging with tags intact and in original condition. For full details please click here.
- What is your exchange policy
  
  Purchases made through Ultrafino.com are valid for exchange within 60 days of the ship date. There are no shipping charges for exchanges. Items sent back to us must be in the original packaging with tags intact and in original condition. Please click here for more details.
- How long does it take to receive my refund for my return
  
  Please allow 2-3 weeks from the return shipped date for us to credit your account.