FREQUENTLY ASKED QUESTIONS
How can I contact Patchy Tiger?
Please take a look at our Contact Us section for more information. Please note we have longer response times of up to 48 hours during the epidemic so asking for your patience with us :)
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?
All our kids products are sourced fair trade & as much as possible also with organic materials. Due to demand we have now launched our own branded kids denim jacket made of over stock fabric to keep the sustainable approach of our business. For mamas we still source each jacket second hand, mostly over stock or factory second items from well known brands such as Levis, Wrangler & Lee.
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?
For customised products you have the right to exchange within 3 days of receipt of order if there is an evident production fault such as spelling mistake or wrong patch applied. Please note due to the nature of the product being customised we cannot accept any exchanges based on any other reason. For non customised products you have the right to exchange or return within 3 days of receipt of order. Please note the return postage charge is on the customers responsibility and the refund will only be made on receipt of item.
Do you have sizing guidelines?
Yes we do, please visit our size guideline section here
How do you apply the patches on the jackets?
Our machinists sew the patches on each item for best long lasting result.
How do I wash my item?
Please be aware that our items are handmade & assembled with a lot of care to last. We advise to wear our products with respect & care + always wash inside out in a hand wash program ( 30C max), 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 email@example.com 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 after order is placed but we offer an exchange policy if the item is not of satisfaction when received.
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 firstname.lastname@example.org 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. We can unfortunately not include gift notes at this moment.
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.
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.
I want to return my item, what do I do?
For customised products you have the right to exchange or return within 3 days of receipt of order if there is an evident production fault such as spelling mistake or wrong patch applied. Please note due to the nature of the product being customised we cannot accept any returns or exchanges based on any other reason. For non customised products you have the right to exchange or return within 3 days of receipt of order. Please note the return postage charge is on the customers responsibility and the refund will only be made on receipt of item.
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 & shipping 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. We also offer an order now pay later service from Klarna with two options: 1. Pay full amount in 30 days 2. Pay in 3 instalments over 30 days. Without interest.
In which currency will I be charged?
All our products are sold 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.
What is the shipment charge?
We have currently a STANDARD & an EXPRESS shipping rate depending on final destination of the order: UK £4.99/£9.99, EUROPE £9.99/£14.99, REST OF THE WORLD £14.99/ £24.99
Do I have to pay a customs fee / import duties?
As we are shipping from the UK, 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?
For our customised products we apply the customisations with a lot of love so lead time for these orders to be dispatched is normally up to 10 working days but we always try to ship as soon as possible. Note! During Covid-19 we have an increased leadtime of up to 20 working days. For non customised items we still try to ship each Friday of the week ( if bank holiday we ship the following working day). If your order contains both customised & non customised items we will ship all products together at the later stated window. When your order is shipped it can take everything from 1-7 days before its delivered depending on which shipping option you choose at check out & 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 MYHERMES, DPD or any other local courier company. The delivery time for express is 1-2 business days & for standard 2-5 business days from when the item is ready from production, depending on where you live.
Please note for our customised orders the production time is up to 20 working days during Covid-19 so the delivery time is on top of this time frame. Please also note that the delivery time of the courier may be affected due to the current situation and this is out of our control.
How is my order delivered, I live outside of the UK?
Your order will be delivered with FEDEX or any other internationally known courier company. The delivery time for express worldwide is 2-3 business days & 5-7 business days for standard, depending on where you live. Due to Covid-19, Please note for our customised orders the production time is up to 20 working days. Note delivery time is on top of the lead time frame. Please also note that the delivery time of the courier may be affected due to the current situation and this is out of our control.
Do I have to pay a customs fee / import duties?
As we are shipping from the European Union customs fees & shipping lead times 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 email@example.com