FREQUENTLY ASKED QUESTIONS
How can I contact Patchy Tiger?
Please take a look at our Contact Us section for more information.
Is my personal information kept private?
Please be assured that we consider all the information you share with us totally private and confidential.
At no point will we share, rent or sell your personal information without your consent. In order to process credit card orders online, we will also need information including your billing address, shipping address, telephone number, credit card number and expiration date. Please note that we do not keep your credit card details online and these details are therefore protected from any breach of security. Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user’s qualifications and to bill the user for products.
I wish to get in contact with the marketing / PR team at Patchy Tiger
If you wish to get in contact with our marketing or PR team, you can contact us at firstname.lastname@example.org.
I am a retailer & would love to stock your products
We love to hear from you so just email email@example.com & we can take it from there.
Does Patchy Tiger sell second hand products?
We source all our items by hand for our personalised jackets. Usually its over stock or factory second items from various brands which have never been worn.
Do you make other custom designs? We are always happy to try and accommodate special requests just email us at firstname.lastname@example.org with your query.
Can I return an item that does not fit and exchange it?
Because the item you buy from us is sourced by hand & personalised to your request we cant accept any returns.
Do you have sizing guidelines?
Due to that our items are sourced by hand all measurement may vary a slight bit from brand to brand. However we always try to match the sizing to a UK standard. Please see our size converter here:
UK 12-18m EU 86-92cm US 2T
UK 2-3Y EU 92-98cm US 3T
UK 3-4Y EU 98-104cm US 4T
UK 4-5Y EU 104-110cm US 5
UK 5-6Y EU 110-116cm US 6
UK 6-7Y EU 116-122cm US 7
UK 8 EU 36 US S
UK 10 EU 38 US M
UK 12 EU 40 US L
If you are unsure, we advise to go a size bigger & if you ask us oversized is actually cooler! :)
How do I wash my item?
Please be aware that this is a handmade item & it has been assembled with a lot of care to last. We advise to wash the jackets inside out in a hand wash program only ( 30C max) to keep the patches in as mint condition as possible. And please dont tumble dry!
My item is faulty, I wish to send it back for a refund?
In the unfortunate case that you have received a faulty / damaged item, please contact us via email so that we can help you.
ABOUT MY ORDER
Can I change or add anything to my order?
Unfortunately we can not change or add anything to your order after it has been placed. You will need to make a new order if you wish to purchase further items.
Can I cancel my order?
Unfortunately we cannot accept any cancellations due to the nature of the product being hand crafted and personalised for you.
Can I change my order delivery address?
Unfortunately we cannot guarantee that you delivery address can be changed after you placed your order but you can always contact us at email@example.com and we will do our best to accommodate your request.
How will my order be packaged?
We take extra care to send your item(s) securely wrapped so your order will not be damaged during the delivery process.
How will I know that you have received my order?
We will send you a confirmation by email as soon as your order has been processed to our production department.
Please note that it may take up to 24h before you receive this email.
Do you provide tracking nr of my order? As soon as your order has been shipped, you will receive a dispatch email with your track & trace number.
I have received the wrong item, what do I do?
Please email us directly within 3 days from receiving the item, so we can solve the issue.
I have not received all of my items, what do I do?
It could be that there is a second parcel on its way, especially with larger orders. However, always contact us within 3 days from receiving the order so we can help you.
Do you take orders via phone / email?
In the interests of protecting your privacy, we are unfortunately unable to place orders on your behalf. We can only accept orders and payments that come through our website.
Do you ship to my country?
We ship to most countries.
Please note that you may be charged a customs fee / duties when you order from our website if you are based outside the European Union. If you are unsure about the rules in your country, or for more information, we recommend you contact your local customs office.
PAYMENT AND PRICES
How do I make a purchase?
Once you have found an item you wish to purchase, select the size you require and click ‘Add to Cart’. You can continue shopping and adding items to your ‘Shopping Bag’ or go straight to ‘Checkout’. Once you are happy with the items and ready to purchase, click ‘Your Cart’. Fill in your address information and choose how you wish to pay. Continue through to the payment process to confirm your order.
Which payment options do you offer?
You can pay with your credit or debit card. We accept Visa, Eurocard and Mastercard. Alternatively, you can pay through your Paypal & Stripe account. You can also pay through Paypal or Stripe as a guest using your credit / debit card.
In which currency will I be charged?
All our prices are in GBP but depending on where you live we give an approximate price also for our most popular customer regions; EUR, SEK, USD, AUD. Important to note is however that Patchy Tiger is not liable for any small discrepancies in the final price as we only give you a guideline. If you want to know exact exchange rate we advise you to visit www.xe.com and this site will convert the price exactly into the most accurate rate of your currency.
What is the shipment charge?
We include worldwide shipping in all our prices so you dont have to think about it.
Do I have to pay a customs fee / import duties? As we are shipping from the European Union, please be aware that customs fees may apply when you are ordering to a country outside of the EU & Patchy tiger will not support these charges. Please check with your local customs office for more information.
DELIVERY AND RETURNS
How long does it take to receive my order? As we are a made to order business it means we source each and one of the products by hand & apply the customisations with a lot of love so lead time for orders to be dispatched is up to 4 weeks but we always try to ship as soon as possible. When your order is shipped it can take everything from 1-7 days before its delivered depending on where you are situated in the world. You can read more about the delivery times below if you keep reading.
How is my order delivered, I live within the UK?
Your order will be delivered with YODEL or any other local courier company. The delivery time is around 2-5 business days from when the item is ready from production, depending on where you live.
You will receive a tracking number as soon the item is ready and has been dispatched that allows you to track your parcel from door to door. Please note the production time for each jacket is 3-4 weeks so the delivery time is on top of this time frame.
How is my order delivered, I live outside of the UK?
Your order will be delivered with DHL PRIORITY. The delivery time is around 3-7 business worldwide, depending on where you live. You will receive a tracking number as soon the item is ready and has been dispatched that allows you to track your parcel from door to door. Please note the production time for each jacket is 3-4 weeks so the delivery time is on top of this time frame.
Do I have to pay a customs fee / import duties?
As we are shipping from the European Union customs fees may apply when you are ordering to a country outside of the EU. Please check with your local customs office for more information.
Note: If you have a question that is not answered on our site you can email us at firstname.lastname@example.org