Our hats are finished to order to ensure the highest quality for each piece. We also supply to stockists, so there may be times when the studio is exceptionally busy.

In most cases, if your order is received in the morning, your hat will be ready to ship the next day. We allow up to 48 hours to account for busier periods and ensure every hat meets our standards before it leaves the studio.

If there is any additional delay beyond the 48-hour timeframe, we will contact you directly.

All orders are shipped via Australia Post with tracking provided. Please allow up to 48 hours for order processing before your hat is dispatched.

Delivery timeframes depend on your location and are determined by Australia Post's standard delivery times. You can track your order to stay updated on its progress.

We require a signature upon delivery to ensure your hat arrives safely. Items will not be left unattended.

Express Post option: If you select Express Post, only the shipping is expedited (not the 48-hour processing time). Your order will still require up to 48 hours to process before being sent via faster delivery.

Please contact us and we will do our best to assist you. Please note tariffs, duty and custom fees are often the reason shipping to some countries is difficult.

We accept the following payment methods:

• Credit card
• Shop Pay
• PayPal
• Afterpay
• GPay

Yes. All payments are processed securely through Shopify's encrypted payment system. We do not store your credit card information on our servers. Your payment details are handled directly by trusted payment processors that comply with industry security standards.

You can apply discount codes and gift cards at checkout. Enter your code in the designated field and click the "Apply" button to redeem your discount or gift card balance.

Because hats are finished to order, please contact the studio immediately if you need to cancel or make changes to your order. The sooner you reach us, the better chance we have of accommodating your request before production begins.

No, stockists do not accept returns for items sold directly from the online store. Please follow our online return process for any items purchased through our website.

Yes, please contact us before sending any items back. We need to understand the reason for your return so we can process it properly.

Please note that we do not offer refunds. Returns are handled through exchanges or store credit only.

If your order isn't quite the right fit or style, we're happy to assist with an exchange. You also have the option to return your order for store credit, valid for 12 months from the date of issue.

Please note that return shipping costs are the customer's responsibility. We recommend using a trackable service, as we can't be responsible for lost returns.

Conditions of return:

• We accept exchanges and returns for store credit on full-priced items within 14 days of delivery.
• Items must be unworn and in original condition, with all packaging included.
• Sale items and gift cards are final sale and cannot be exchanged or returned for store credit.

Important: Please contact us before initiating any return so we can process it properly.

Our studio is open by appointment only from 9:30am to 4pm to ensure a personalised service. Each appointment is 30 minutes, giving you plenty of time to explore our collection and be fitted for your perfect hat.

Please contact us to schedule your visit.

Yes, you can order online and collect from our studio. Once your order is ready, we'll send you an email with available collection times.

Orders are generally ready for collection within 2 to 4 days.

Absolutely! During your 30-minute appointment, you can try on a selection of hats and receive professional fitting assistance to help you find the perfect style for you.

Please contact us to book an appointment.

Yes, we have stockists with physical stores. They tend to stock a core range of styles, so we recommend contacting them before your visit if you're looking for a particular style.

You can find our list of stockists here.

Head to our Care page to learn the essential tips to extend the life of your hat

To find your hat size, take a soft measuring tape and wrap it around your head where the inner band of a hat would rest, just above the ears and across the mid-forehead. The tape should sit snugly, never tight. A good fit feels natural, not forced.

As Panama straw can gently tighten with time, if you fall between sizes, we recommend choosing the larger size and, if necessary, using the supplied hat filler to achieve the perfect fit.

You read more about sizing here

We recommend selecting the larger size if you're between measurements. Each hat comes with hat filler that allows you to customize the fit.

To decrease the size of your hat, begin by placing two pieces of hat filler at the rear, positioning them between the crown and inner band with the adhesive side facing the fabric inner band. If additional adjustment is needed, you can add two more pieces at the front.

There is no difference in sizing between men's and women's hats. All our hats are sized based on your actual head measurement, regardless of style.

True Panama hats are made in Ecuador and handwoven from 100% toquilla straw.
Over time, the name has been used to mean any straw hat resembling a classic Panama hat shape.

Panama hats are handwoven by artisans whose skill is passed down through generations. It can take days to months to produce a hat depending on the weave.
The raw material comes from the toquilla palm, which grows wild in the forests of Ecuador.

The skill of weaving the traditional Ecuadorian Panama hat was inscribed on the UNESCO Intangible Cultural Heritage list in 2012. This recognition protects the intricate knowledge and traditional techniques inherited across generations of weavers.

Start with the label. Check that the hat is made in Ecuador from 100% toquilla straw (also referred to as toquilla palm). Authentic Panama hats are handwoven, not machine produced.

These key indicators ensure you're purchasing a genuine Panama hat crafted using traditional methods.

At Camilo, we exclusively use Brisa Liso weave for all our Panama hats. This weaving technique creates a distinctive pattern of interlocking diamonds or squares across the surface of the hat.
The Brisa Liso weave is prized for its lightweight feel and refined appearance. However, the true quality of the hat is determined by the fineness of the straw and the density of the weave, not just the pattern itself. Our hats are selected for their exceptional weave quality, ensuring both beauty and durability.
Some styles have a crochet component in the crown like the Rio. The straw is treated more like thread and hand crocheted instead of woven.

This is purely style preference. Some hat styles feature ribbon bands or trim, while others have a cleaner, minimalist finish. Choose the look that suits your personal taste.

camilohats.com.au is the only dedicated brand site in Australia.
If you find a site selling Camilo hats, please check that they are listed as a stockist.
Sites that offer highly discounted product are often fraudulent and we are unable to assist if you engage with them.