FAQ

HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer emails in the order they are received and we try to respond as promptly as possible. General response time is 3-5 business days.

WHAT PAYMENT OPTIONS DO YOU ACCEPT?
Please visit Payment Options

WHERE IS MY ORDER?
Please visit Track My Order

DO YOU DO SPECIAL REQUESTS? 
Yes, we do! Please Contact Us with your special request. We will respond to special requests within 3-5 business days.

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse processes the order within 24 hours, so it is not always possible to complete an address change request. If you notice an error, please contact us AS SOON AS POSSIBLE with your name and order number so we can try to make the correction(s) to your package before it departs. There is no guarantee, but we'll do everything we can!

HOW LONG IS THE PROCESSING PERIOD?
Order processing times are up to 5 business days after the day you placed your order. Most packages are prepared within 3 business days, but if our warehouse is exceptionally backed up processing times may extend to 5 business days following the day you placed your order.

GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships out all orders Monday-Friday (excluding major holidays). When your order is shipped, you will receive a shipping confirmation and tracking number via email. E-Packet is our primary carrier for customers in the United States and most countries/regions such as Canada, Europe, United Kingdom, Australia, and New Zealand.

WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size and items on your order, you may receive separate packages that will arrive a few business days apart.

OUT OF STOCK/BACKORDERED ITEMS:
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will refund you for those items or provide an alternative.

DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally and to almost all countries.

I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name, order number and photos for further assistance.

WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?
If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a 100% Satisfaction Guarantee so please make sure to contact us with any issues. To get ahold of us please Contact Us or reply to your Order Confirmation.

HOW DO I FLUFF UP MY PAMPAS?
Please remember that pampas grass is a dried product so shedding is normal. Due to the natural nature the color may vary slightly. We recommend these tips for fluffing up and prolonging the life of your pampas! Our customers have told us that a hairdryer works to fluff up the pampas and hairspray helps to minimize shedding and prolong the life.


MY HAT WAS CRUSHED IN TRANSIT. WHAT DO I DO?
FEDORA HATS:
Hats are inspected before leaving our facility, but unfortunately we cannot control how packages are handled in carrier facilities. If you find your hat arrives bent, do not worry! Here are some quick and easy steps to revive your hat!

STRAW AND PALM LEAF HATS:
Our straw and palm leaf hats are made from natural materials and can change color and shape if exposed to long periods of heat and moisture. Because our artisans are located around the globe, these hats are often shipped in an airtight plastic containment to survive the long commute. They have been pressed to maintain shape over the long term, but depending on postal handling, may need some extra love and care when they arrive. We recommend using the steam option on your iron (see below) along the brim of your hat. This method is quick and easy and will bring your beautiful piece back to life in minutes!