FAQ

Where are your products manufactured?

All our products are handmade in Mexico.

Do you have a store?

We currently have no store; we operate through our website www.cocotzin.com.

How can I find a retailer near me to test their products?

 Visit Valentina Boutique 878 Ontario St E, Montreal, Quebec H2K 1T8

Do I have the same size in all styles?

Since our hats are one size fits all, you need to measure your head circumference to check if your size matches the hat measurement. Remember that in each description you will find the measurements of the circumference of each hat. All hats have an inner elastic band to adjust to your head. All the products that Cocotzin offers are handmade, this means that they are unique pieces and that there may be slight variations.

 

Hat maintenance

STORAGE:

The best place to store a hat is in a box. If you do not have it, store it on a paper-lined shelf or wall hook. If the brim of the hat falls off, store your paper hat upside down for a while. * NEVER PLACE YOUR HAT ON A SHELF IF THE EDGE IS A LITTLE BEENED. IT WILL NOT RETURN TO ITS ORIGINAL SHAPE; IT WILL KEEP CURVED. * Always lift your hat below, in front of and behind the brim to keep its shape.

CLEANING:

Always handle your hat with clean hands. Suede or nubuck hats can collect moss or dust. To clean it, take a velvet brush or a clothes brush. NUBUCK MATERIAL DO NOT BRUSH USE A SOFT CLOTH FOR CLEANING.  Gently brush your suede hat. Remove dust and dirt by brushing with a soft brush, the more carefully you handle it, the longer it will stay with you. Try to prevent this from happening, but if your hat is stained, use a damp cloth to clean it, but be careful not to get it wet as it can warp it. From time to time, consider spraying your hat with waterproofing spray, follow the directions carefully, and let it dry for 24 hours. You can also use cleaners for suede or nubuck.

ACCIDENT:

Is your hat warped? Try this: over a pot of boiling water, put it in the steamer, return it to its original shape and fill it with paper. Let dry for 24 hours. Avoid letting it dry in the sun or near an intense heat source so that it does not shrink.

Is your hat wet (a lot of rain or has it fallen into the water)? Return it to its original shape and let it dry completely, 24 hours. When it is dry, brush it gently. In the case of suede or nubuck hats, avoid the rain, they are more delicate. But again, the secret is to ALWAYS let your hat dry before putting it back on.

 

Collaboration

If you are a photographer, Blogger, model, Instagramer or another, if you want to collaborate with us on a project, send us an email to info@cocotzin.com or on facebook and instagram and tell us about yourself and your project!

If I order today, when will it be shipped?

All our hats and accessories are handmade. If we do not have the product that you selected in stock you should allow 2-3 weeks for manufacturing time and delivery. Once your order has been shipped, you will receive a notification with a tracking number. All orders will be shipped by post to Canada. Please allow up to 5 business days to receive your order after receiving the tracking. If you have any questions about typical delivery times to your address, please email info@cocotzin.com for more information.

For the Montreal region and surrounding areas, we deliver free of charge.

Where does my order come from?

We ship all our orders from Montreal.

How long does shipping take?

All deliveries are made with Canada Post.

Please provide a delivery time (standard package):

Quebec Province: 1-3 business days

Canada: 3 to 8 business days

Where do they ship to?

Only in Canada

How much is the shipping?

The shipping cost is $10.00 standard shipment. Our website has a shipping chart where you can see other options.

For the Montreal region surrounding areas only, WE DELIVER FREE OF CHARGE.

Can I choose to expedite the shipment?

Yes, contact us by email at info@cocotzin.com

Can you help me with a lost package?

We always ship products in a box, and we take great care to ensure proper packaging so that they arrive in excellent condition. We are not responsible for any loss or breakage caused by Canada Post. If you say that you have not received the item in question, no refund will be issued until a mail theft report is filed with your post office and sent to us. If the item is reported lost to the postal system, we will issue a refund or a new item to replace it. If your package is lost, please email us at info@cocotzin.com so we can contact the carrier and resolve the issue.

What is your return policy?

We strive to make each image as close to reality as possible. We take various angles of photos to give you the best possible overview. Generally, these products are exclusive, unique and manufactured with unmatched quality.

Like all our hats they are handmade in one size. To choose well and have all the details about the item you want to buy, you must carefully read the description of our hats and products. You will find circumference measurements and tips to measure your head, you are responsible for measuring correctly and confirming whether the hat will fit you.

We do not offer exchanges or refunds. If you have any questions, do not hesitate to contact us at info@cocotzin.com or by facebook to answer your questions.

You can cancel an order within 24 hours of purchase. You must write to us by email at info@cocotzin.com indicating your name, the date of your purchase and the order number.

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