FAQ's


DELIVERY

1. Where is my order?
If your order was sent with a tracked service such as Royal Mail, you can check your orders status by clicking here. You can find your tracking number (if available) on your orders dispatch notification. 

2. I missed my delivery, what do I do now?
If you missed your delivery please don't worry. You can re-arrange delivery with your courier for a day that suits you. 
A calling card should have been left to show that a delivery attempt has been made. This will provide information on how to reschedule delivery. Alternatively you can rearrange delivery online, to do this click here

3. Do I need to be home for my delivery?
If your item is too large to fit through a letter box or requires a signature, you may need to be home for your delivery. 

4. My order hasn't arrived, what do I do?
If your order has not arrived by the expected delivery date then please get in touch - salesequalearth@gmail.com
 
5. How does your next day service work?
Place an order before 14:00 (Monday-Friday) to receive it on our Next-Day delivery option. Orders placed after 14:00 (Monday-Friday) will be delivered in 2 working days.
Next day orders are fully trackable and you can check your orders status by clicking here.
Delivery will be attempted by your normal postman. If delivery hasn't been attempted by the expected date, get in touch the following day so we can look into this.
Prices for this service are automatically calculated at the checkout based on the parcel size and weight. 
If you wish to return an order that was delivered using a next day service you will not be refund the delivery costs. 
 
5. Can I opt for a different delivery service?
Yes you can! If you wish to upgrade your delivery service to recorded delivery or 1st class then please message us. One of our friendly team members will be happy to help!
 
6. I have received my item but its damaged, wrong or not what I expected. What do I do?
If your order has arrived but it is not quite right, please email us at salesequalearth@gmail.com where we will be happy to assist you. Please be sure to include all information in your email such as your order details, the problem and supporting photographs.
 
7. My order has been returned by the courier due to delivery failure, what happens now?
If you order has been returned due to delivery failure we will look into this. If you are found to be at fault (i.e you was not home and do not re-arrange delivery) you may be asked to cover the cost to re-ship this item. Alternatively you may be charged a restocking fee if you you wish to be refunded.  
 
8. Why is my tracking number not working?
You can check your parcels delivery status here.
Orders sent with a signed for service will only show a result once a delivery attempt has been made. If you orders delivery status shows 'Sorry, we're currently unable to confirm the status of your item with reference "yourtrackingnumber". Please try again tomorrow.' your order is still on its way and a delivery attempt has not yet been made.

9. Do you offer free delivery?
Unfortunately we no longer offer free delivery. We are however happy to combine postage where possible. If you are interested in combined postage, please drop us a message and we will be happy to help. 

10. Do you ship to my country?
We currently ship internationally worldwide. If you cannot complete checkout due to your shipping location not being available, please contact us and we will look into this. 
 

RETURNS

1. My order arrived but its not quite right, can I return it for a refund?
We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition (tags and/or seals intact) and initiated within 30 days of purchase you may return it for a refund.
You can find more about our returns and refund policy by clicking here.
 
2. Can I exchange my item for something else?
We are happy to help with an exchange. You may exchange our item for goods of the same value. If you wish to exchange for something more expensive you will be expected to pay the difference. If you wish to exchange for something of less value, we will refund you the difference. 
 
3. I am out of my 30 days return period. What happens now?
We don't accept returns for unwanted items after the relevant returns period above (unless a special extension has been requested prior to your purchase). If you try to make a return out of warranty, we may send it back to your default delivery address and ask you to cover the delivery costs.
 
4. I am a UK customer, do I have to pay for my return?
 Yes, if you are returning a product you will need to arrange your own postage.
 
5. I am an overseas customer, do I have to pay for my return?
 Yes, if you are returning a product you will need to arrange your own postage.
 
6. Do you offer any free returns? 
Sorry we do not offer a free return service. If you need any help with your return, please visit our returns page. You can find it by clicking here
 
7. I need to make a return but I cannot get to a post office, what can I do?
If you need to return your goods but cannot get to a post office we understand. In the case of this, we recommend booking an online parcel collection service where the courier will collect your return from your front door. MyHermes currently offer a collection service. 
 
8. My order is a gift, can I have it sent to the recipient?
Yes you can! Just make sure you put their address at the checkout under the delivery address. If you would like for us to send the item signed so you can see when it arrives (additional charges may apply), please get in touch and we'd be happy to help! salesequalearth@gmail.com 
 
9. Can I extend my return period?
Generally we only allow a return period of 30 days. However we understand gift shopping can make things a bit difficult so we may make exceptions and extend your return period. However we this will need to be granted by a member of our team. To discuss this please email us at: salesequalearth@gmail.com 
 
EXCHANGES

1. I wish to exchange my item, how do I do this?
We are more than happy to help you with an exchange if you are still within your returns period. Please drop us an email at salesequalearth@gmail.com and we'll be happy to assist you.  
 
 2. I am an overseas customer and I wish to exchange my item, how do I do this?
We are more than happy to help you with an exchange if you are still within your returns period. Please drop us an email at salesequalearth@gmail.com and we'll be happy to assist you.  

3. I am exchanging an item but the goods I want is out of stock? What do I do? 
We're sorry to learn the item you wish to exchange for is out of stock. Please drop us an email with your order details and we'll be happy to assist you further -  salesequalearth@gmail.com

 
PANAMA HATS

1. My hat doesn't fit, what do I do?
If your hat has arrived but it is not the right size, please email us to initiate a return or exchange. You can contact us at salesequalearth@gmail.com

2. What are the cork strips for?
Included with every Panama order are 2 cork strips which can be used to help 'fine tune' a hat that's slightly too bit by 1-2cm. Buying a hat for a friend or relative as a gift it can be difficult when you don't know their hat size so we include 2 cork strips which can be placed underneath the comfort band to help achieve a tighter fit. 

3. I don't know my hat size, what do I do?
If you are unsure of your hat size we recommend you measure for a hat before purchasing. Please see our short guide below on how to measure your head.


 4. I have measured my head, what size hat should I buy?
Once you have measured your head and obtained your hat size you can use our conversion chart to determine the hat you should buy. If your head size is not exact, (e.g 58.5cm) we recommend selecting a size either side, depending on the desired fit. Included with every Panama order are 2 cork strips which can be used to help 'fine tune' a hat that's slightly too bit by 1-2cm. 

5. My hat has arrived but it is not the size I ordered. What happens now?
We're sorry to hear that. If the hat has arrived and you suspect we have made an error, please reach out to us and let us know. You will find the hats size on the external tag. 

6. I ordered my hat based on my pre-existing hat size but it doesn't fit. Why?
We're sorry to hear that your new hat doesn't fit. Unfortunately taking a measurement from an existing hat is not an accurate way to size for a Panama hat. This is because the type of hat and stretch of the inner band fabric in each hat can affect accuracy. We recommend the best method of measuring for your new hat is to measure your own head. If you need to return your hat please email us at salesequalearth@gmail.com

7. Are all of your hats rollable?
No, not all of our hats are rollable. Please check a products listing description to check if the hat can be rolled. 

8. Can my hat be customised?
Unfortunately we cannot customise your hat here at Equal Earth. However if you would like a uniquely customised or hand painted Panama hat you may find something on our sister site - Personalised Panamas. You can visit this shop by clicking here

9. How do I roll my Panama hat?
Here are our instructions on how to roll your Panama hat:
1. Turn down the brim all the way around the hat.
2. Hold your hat with the crown running from left to right.
3. Carefully fold along the centre ridge of the crown, pushing one side of the hat into the other.
4. Gently roll the hat from front to back to form a loose cone shape.
5. Carefully place inside an Equal Earth rolling tube or protective sleeve.
 Alternatively you can see our detailed YouTube video on how to roll a Panama hat by clicking here

10. Will my hat arrived pre-rolled?
No. We do not send our hats rolled. Your hat will arrive along with any additional components in a large cardboard box. We recommend using this box to store your hat when its not in use. 

11. How should I store my Panama hat. 
We advise keeping your Panama hat stored in its original box and unrolled. The purpose of rolling a Panama hat should always be for the convenience of travel and never be stored rolled. 

12. My hat has arrived and its brim is curled. Can I fix this?
We're sorry to hear your hat has arrived with a curled brim. Should you wish to wear your hat immediately you can encourage the curl to drop by holding your hat over a steaming kettle and allowing the brim to get only slightly damp. You can also iron the brim under a slightly damp clean tea towel. However the curl should naturally drop out over a short period of time. 

Unfortunately a curled brim can often be a result of transit and confiding packaging, especially with our larger size hats. However what we have learnt from the artisans and after many years of trading that it is safer for the hats to be snug inside parcels, rather than loose and freely moving. If the hats are in a too-large box, they can rattle around and this can damage the weaved edge of the hat, sometimes causing split weave and fraying which cannot be repaired.

13. Can I swap my hat for a different colour?
If your hat has arrived but you're not sure on the colours that's not a problem. Drop us an email to initiate and exchange - salesequalearth@gmail.com

14. I have placed an order for a 'Pre-Order' Panama hat, when will it arrive?
Thank you for your order. If the size you purchased is available your order will be dispatched by our team the same day (when purchased before 14.00GMT). If the size you purchased is unavailable your order will be dispatched when our new stock arrives. We usually have new stock arriving every 6 weeks, however if you require more specifics on this please send us a message. 

15. Do you have any other colour Panama Hats?
You can see our full range of available Panama Hats by clicking here.
 
16. The size Panama hat I want is out of stock, will you be getting new stock?
Yes we are regularly replenishing our stock levels. If you do not see the size you want available you can reserve yourself a size by placing an order for one of our 'pre-order Panama's. You will find them by clicking here

17. How do you measure your Panama hats?
Our hats are all measured by our team. We use a special milliners tool that helps determine the hat size. 
 
18. How do I safely pack a panama for return?
If you wish to return a panama hat, we ask you take care to send the parcel back as we will not accept damaged returns. We recommend sending the panama hat back with the original packaging, as well as making sure the protective card around the hat to ensure it will not be flattened.
Please see our example below of how to pack the hat.
Complete return for refund:

Return for exchange:

 

 OTHER 


1. I have contacted customer support but not heard back. When will you get back to me?
We are very sorry you haven't heard back from us yet. We aim to respond to your request within 24hours Mon-Fri 9-5. If your query is urgent you can send us a message via Whatsapp or try giving us a call at 07470437720. 

2. I have made a mistake with my order, can I amend it or will I need to reorder?
We're sorry to hear that. Please get in touch with us before 2pm to request a change of order. Past 2pm we cannot guarantee that your order will be amended before dispatch.
 
 3. My order is a gift and I may need to return the item past the goods return date, will this be a problem?
Generally we only allow a return period of 30 days. However we understand gift shopping can make things a bit difficult so we may make exceptions and extend your return period. However we this will need to be granted by a member of our team. To discuss this please email us at: salesequalearth@gmail.com

4. Are your Alpaca knitwear garments 100% Alpaca wool?
Yes our Alpaca knitwear is 100% pure (unless the content is stated)

5. Do you do wholesale?
Yes we do! If you are interested in buying wholesale please email us at salesequalearth@gmail.com

6. Do yo offer a discount when buying more than one item?
We offer discount for return customers or when buying in bulk. If you are a return customer or are interested in receiving a bulk buy discount please email us salesequalearth@gmail.com

7. Can I include a gift message in my order?
Yes you can! If you would like for us to include a gift message (free of charge) in your order please leave a note at the checkout.