FREQUENTLY ASKED QUESTIONS
GENERAL
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 press@patchytiger.com.
I am a retailer & would love to stock your products
We love to hear from you so just email info@patchytiger.com & we can take it from there.
PRODUCT QUESTIONS
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 or Lee but also other brands which meet our standards.
Do you make other custom designs?
We are always happy to try and accommodate special requests just email us at customerservice@patchytiger.com with your query.
Can I return an item that does not fit and exchange it?
For personalised products you have the right to exchange within 14 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 14 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. For more information visit our return policy page here.
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 customerservice@patchytiger.com so that we can help you.
ABOUT MY ORDER
Can I change or add anything to my order?
Unfortunately we cannot guarantee changes or add ons to your order after it has been placed, it’s on your responsibility to check that the order is correct before you place it. 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 customerservice@patchytiger.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. 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. If you are missing a confirmation email and before contacting us please check your spam folder as all our confirmation emails are automated.
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 if its a larger order. 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 non-customised products you have the right to exchange or return within 21 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.
For customised products you have the right to exchange or return within 21 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 more information visit our return policy page here.
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 UK. If you are unsure about the rules in your country, or for more information, we recommend you contact your local customs office.
PAYMENTS & PRICES
Once you have found an item you wish to purchase, select the size you require, the personalisation you want if applicable 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.
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. This currently only applies to UK residents.
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.
DELIVERIES
When is your deadline for Christmas orders?
For guaranteed delivery before Christmas please place your orders latest 1st December.
How long does it take to receive my order?
For our personalised 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 if nothing else is stated in the product description, but we always try to ship as soon as possible.
We now also have an express turnaround option at checkout that for an extra charge cuts the production lead time to 5 days if your order is urgent and will ship with our express delivery option.The cost for urgent orders depends on location and will be presented to you at the shipping stage of the checkout process:
UK £19.00 including shipping
EU £29.00 including shipping
REST OF THE WORLD £35.00 including shipping
For non customised items we have an order deadline each Friday of the week and will ship out following Monday ( if public 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 typically from 1-2 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 EVRI ( Previously Myhermes). The delivery time for express is 24 business hours from when the item is ready from production, depending on where you live.
Please note that the delivery time of the courier may be affected due to situations out of our control & should be taken separately with the courier.
How is my order delivered, I live outside of the UK?
Your order will be delivered with UPS Express. The delivery time for express worldwide is 1-2 business days from dispatch, depending on where you live.
Do I have to pay a customs fee / import duties?
Our items are shipped out of UK if nothing else is stated in the product description. Customs fees & shipping lead times may apply when you are ordering to a country outside of UK. 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 customerservice@patchytiger.com
