Patch&Pops Shipping Policy
Patch&Pops ("we" and "us") is the operator of (https://Epatchpops.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
3.1 Return Due To Change Of Mind
Patch&Pops will happily accept returns due to change of mind as long as a request to return is received by us within 3 days of receipt of item and are returned to us in the original packaging, unused and in resellable condition. This is only available if the item is standard and not made to order including the engraving service. If you contact us we may be able to arrange something instead to be swapped but this is at the complete discrepancy of us and may not always be possible. If you are swapping the item the customer would be the responsibility of the customer to cover the new shipping costs.Return shipping will be paid at the customer's expense and will be required to arrange their own shipping. They are also responsible to ensure this arrives to us safely and if this arrives damaged we will not compensate for this issue.
Once returns are received and accepted, refunds will be processed to the original payment method used for the order. If this payment method is no longer valid please contact us right away and we will arrange store credit or, if possible a suitable alternative refund.
(Patch&Pops) will refund the value of the goods returned but will NOT refund the value of any shipping paid.
3.2 Warranty Returns
Patch&Pops will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Patch&Pops to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2-3 working days for Royal Mail.
For speedy delivery, this is in transit for 1-2 working days by Royal Mail.
We do everything we can to ensure this is delivered within the advertised delivery time but this is not always within our control. Our delivery is not guaranteed but we will do everything we can to ensure you leave happy to if there is anything you need please just contact us.
4.3 Dispatch Time
Orders are usually dispatched within two weeks of payment of order but can be up to three weeks depending on stock levels and if stock needs to be made to fulfil the order.
We try to dispatch orders 10 working days away, except on national holidays at which time we will not be operating. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address within 1 hour of placing the order and if the order has not yet been dispatched. Once the order has been dispatched we are not able to take responsibility for orders delivered to the wrong address and we cannot refund orders. You will get the opportunity to confirm the details before you place the order, once placed the customer will be responsible to collect the item from that address. Due to GDPR once delivered the courier it not allow to collect and deliver to the right address.
4.5 P.O. Box Shipping and Forwarding Addresses
Patch&Pops will not ship to P.O. boxes and forwarding addresses all orders to such addresses will be cancelled and refunded without notice or contact. Any orders delivered to such addresses are to the customer own responsibility and we can take no responsibility for parcels lost or not received.
4.7 Items Out Of Stock
If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.
4.8 Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation, if it has passed a total of 3 weeks since you have placed the order we are not able to conduct an investigation and we are only able to refund the order if the courier is able to refund us.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. This is only available for UPS speedy delivery. Royal Mail delivery is not a tracked service.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
7.2 Import Duties & Taxes
If ordering from outside the UK, you are responsible for paying any applicable fees.
If you change your mind before you have received your order, we are able to accept cancellations within the first hour of the order being placed and if the order has not yet been dispatched. If an order has already been dispatched, please refer to our refund policy.
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please email us at Hello@patchpops.com