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Packaging & returns

PACKAGING AND DELIVERY

As each Patch product is made to order please allow up to 30 days from payment for delivery. If you need your item earlier for a special occasion please contact us at enquiries@patchmemories.co.uk and we will do our best to help. There may be an additional charge for this to cover extra postal costs.

All Patch pictures are packaged in tissue paper and sturdy cardboard boxes.  Other items are wrapped in tissue paper and appropriate outer packaging.  Whilst being conscious of the environmental impact, we use high quality packaging materials and take special care whilst packaging your order to ensure that each item arrives in pristine condition.

POSTAGE

Your item will be sent out by either 1st class Royal Mail, or Royal Mail Guaranteed Delivery (see individual items for postage costs)

The postage cost for each item (shown on the Products page) is for UK delivery. For deliveries outside the UK please see below.

Please note, we cannot be held responsible for any third party involvement where delays occur to deliveries. If you are concerned that you have not received your parcel please contact us via email at enquiries@patchmemories.co.uk

Local Pickup

If you would like to pick up your Keepsake from Patch please let us know when you order and we will deduct the cost of postage. We will then contact you when your order is ready for collection.

International Postage

Please contact us if you would like your item to be shipped outside of the UK.

Patch products are sold in Pounds Sterling on a delivery duty unpaid basis. Purchasers are responsible for any duties and/or taxes levied at the point of entry into the destination country.

 CANCELLATION

Any order may be cancelled within 14 days, provided that bespoke items have not already been created, in which case a refund would only be made for damaged goods (see Refunds below).  In order to exercise this right you must inform us of your decision to cancel by a clear statement sent via email or letter.  Alternatively, you may complete the cancellation/returns form provided with your order confirmation and return to enquiries@patchmemories.co.uk.  The cost of your goods and postage will be refunded within 14 days of receipt of the cancellation form.

RETURNS

We hope that you will be delighted with your purchase, but acknowledge that sometimes, things can go wrong. If they do, then this is what you need to do:

Damaged in transit

In the unlikely event that a parcel arrives damaged or faulty, please can you contact us within 14 days of receiving the parcel by email at enquiries@patchmemories.co.uk . Whatever the circumstances, please let us know so we can follow up with the carrier and re-send your order.

Please do not return damaged goods, unless and until requested to do so as this may incur additional costs unnecessarily.

REFUNDS

Off the peg, pre-made items

In accordance with the distance selling regulations, you may return off the peg, non-bespoke, items within 14 days of receipt.  Please complete the cancellation/returns form and return with your goods in saleable condition to Patch, 49 Jack Lane, Davenham, CW9 8LF.  You will be responsible for the cost of return postage.

Refunds will be made within 14 days of receipt of the cancellation/returns form and goods, and will include the cost of the goods plus postage.  Items to be refunded must be returned to us in their original condition, un-used and in their original packaging.  Please email us at enquiries@patchmemories.co.uk to advise us that you are returning your item, or with any questions regarding refunds.

Bespoke items – anything that is personalised with a person’s name, date of birth, message or using your own items of clothing.

Any item that is personalised and specially made to order will be  non-refundable as they cannot be resold. The exception to this is if they are faulty, and we ask you to contact us by email at enquiries@patchmemories.co.uk detailing the nature of the fault.

In a situation where there is incorrect spelling of a name, if the ‘confirmation of sale’ email states the spelling incorrectly then the cost of the new item will be at full price. Obviously if the mistake is ours then we will remake the item at no charge.