Bad customer service, unreasonable return policy Mid-January, I contacted the store in order to return a hat that I had purchased as a gift for Christmas. They sent me (fairly complicated) instructions to do so. They are now unwilling to accept the return because I ran afoul of their 60 days deadline for the return by 6 days. The reason given by customer service is that "the system won't allow it" (the hat, of course, has not been worn, and is still carrying its original price tag.) It is unclear who or what this ominous "system" is. Showing zero flexibility is a sign that this store does not care about their customers' experience.

Absolutely excellent! Absolutely excellent products, prices and SERVICE! The measure of a company is not when everything goes as expected, but when something goes wrong. My hat was damaged in transit (obviously by the courier, NOT by Ultrafino). I could not prove that the damage was not my own fault, but the good folks at Ultrafino took one look at the damage and instantly authorized an exchange, no questions asked. Meanwhile; I've seen similar hats for $400-$500 so their prices are excellent too! Will buy again. Will recommend.

Horrible customer service Horrible customer service, ridiculous return/exchange policy. Don't even think about doing any early Christmas shopping here -- the 60-day return policy will be expired by the time your gift is opened. And get this -- YOU PAY THE RETURN SHIPPING IF YOU WANT TO EXCHANGE IT. And you pay shipping for them to send you the replacement product. Also, don't expect them to answer the phone. You get a recording every time. They will return your call when it's convenient for them, not you.

Great products and beautiful hats Great products and beautiful hats. Only reservation is that they are a little bit pricier, but I read it is because they purchase directly from the weavers in an effort to support this tradition and the weaver's families.