FAQs

ORDERING:

How long will it take for my Piña & Coco hats to arrive? 

We produce our hats in small batches and go through a very handcrafted process to make our hats, and that takes time.

Our production timeline is currently two to three weeks from your order date. You will receive a confirmation when you place your order and a tracking number once they ship. We also have the option to expedite an order cutting the shipping time, if you need your hat ASAP for that special occasion!

Please note that during periods of higher volume (i.e. holidays and promotions) processing times may exceed the standard days; no worries though, we'll keep you informed.

Do you have any hats in stock?

We carry little inventory as we are a slow fashion company and work with small batch productions. Contact us if you have a specific size and style that you're looking for. 

Can I place a bulk order for a trip, event or for my company?

Absolutely! Please keep in mind the production and shipping times. Also, feel free to reach out to us via our Contact page so we can help coordinate your bulk purchase.  

Do you ever put your hats on sale?

We've done some sample sales and may do so again. Sign up for our mailing list if you want to be notified about one of these sales!

Do you have gift cards?

We do not yet but hope to have them in the near future!

The hat I want is sold out!

Our products are made in small batches but they are replenished multiple times each season, so don’t worry! If you see an item out of stock it simply means that it may take a bit more. You can find out when the hat you’re looking for will be back in stock by selecting your size preference. 

Sign up for our email updates and you'll be among the first to know when we release new designs.

Where else can I buy Piña & Coco?

We’re sold online and are working to be in physical pop-up and retail stores in the near future!

If you are in DC, you are in luck! We will be hosting a pop-up at Union Market’s La Cosecha for July (12-25) and September (all month) 2019!

What a beautiful box!

We have designed a beautiful carrying box for you to travel and protect your hat in. When not in use it can fold down do you can store in your closet or drawer (see instructions here).

  

SHIPPING:

What is the status of my order?

You will receive a confirmation when you place your order and a tracking number once they ship. If you're having trouble tracking your order, don't hesitate to drop us a line through our contact page.

How long does the shipping take?

We only ship on business days. That means that all orders placed over the weekend or on Friday after noon Eastern time will ship out on Monday morning. All orders placed with standard shipping take 5-7 business days. 

We also have a ‘Two day’’ shipping option, if you need your hat ASAP for a special occasion! As a general heads-up, expedited orders aren't shipped or delivered on weekends or holidays, so please be sure to plan accordingly. 

There is no expedited option for PO Box addresses, so if you have a PO Box address, please select standard shipping!

What is the shipping cost?

Shipping costs vary by location. Piña & Coco is based between DC and Medellín, Colombia.

For USPS domestic (US) ground shipping costs will vary between $6 and $15 dollars (if you are in the West Coast, Alaska or Hawaii). We include free returns.

For shipping within Colombia, there is a standard shipping rate of $9.

Where do you ship?

We currently ship to the US and Colombia, and have an option for international shipping (with USPS) for other countries. For any special request, please contact us 

How can I correct a mistake on my shipping address?

Please email help@pinayco.com with your order number to modify your order's shipping address.

 

CARE:

How to I care for my hat?

Please see our care page for in depth recommendations on keeping your hats in great shape. 

My hat ripped, help!

Our hats are made from the natural fibers of the Toquilla Palm. As any natural material or fiber, if you fold or roll up too tightly or for long periods at a time, the fibers will tear. For this reason, we do not accept returns on ripped hats. If you believe your hat happened especially quickly, please contact us.

My hat is really dirty, help!

Please see our care page for instructions on cleaning and keeping your hat like new.

Do you stand by your workmanship?

Yes, we do! If you have any questions or issues with your products, please contact us!

 

SIZE + FIT:

How do I know what size I am?

Our hats run in 4 sizes: S, M, L and XL. Please check out our fitting chart  if you are unsure what size is right for you.  Still not quite sure? You're welcome to email us at help@pinayco.com with any concerns.

 

ARTISTS:

I want to submit a design?

We would love to work with you! We hold seasonal calls for artists when we explore new themes for our designs.  Please sign up for our newsletter to stay tuned on any new request for artists.

 

PIÑA & COCO KIDS

Looking for matching styles with your kids?

We’re working on it!  We’re hoping to include some options for a kid size hat soon. Another option is to go for a size small, remember we  also include some foam stickers to adjust the size. Use this link to learn how to use your foam stickers!

What about other designs specially for kids?

It’s in the works! Sign up for our email list to stay in the loop of little Piña & Cocos.

What Piña & Coco hat sizes can kids wear?

A small and some foam stickers may just do the trick. Check out our fitting chart  to find the best fit for your little one. We are also working to bring some options for a kid size hat soon.

 

EXCHANGES + RETURNS

What is your exchange policy? 

All of our exchanges must be in new and unworn condition.

If your Piña & Coco doesn't fit to your liking, you can exchange your hat within 20 days. Just make sure to have the original package and product in mint condition (this includes the hat, as well as protective bag and/or box). And no worries, we will cover the return shipping; all you have to do is cover the shipping for the replacement item.

Once we receive the item, we will issue a new shipping label your new model or size. Please see our exchange policy page for details.

What is your return policy? 

All of our returns must be in new and unworn condition, and we accept return postmarked within 20 days from the day you receive your hat at our returns and exchanges page. Just make sure to have the original package and product in mint condition (this includes the hat as well as protective bag and/or box), we'll cover the return shipping and and will take care of the rest.

We stand by the craftsmanship of our products.  If you have any questions or concerns about your hat, or scarves (coming soon!), please reach out to us and we'll do everything we can to make it right.

Please note that we do not accept returns on hats that have been damaged or torn. Our hats are made from a natural fiber and if folded, rolled too tightly or for a long time period, the fibers will start cracking and your hat may tear. This is not a material defect.  To learn more about our hats and how to care for them, please see our care page. 

Please see our return policy page for details.

Please note that at this time, all international orders are FINAL SALE due to duties complications, and we are unable to offer exchanges or returns for our international customers outside of the US and Colombia.

 

OTHER QUESTIONS? 

Please contact us!