FAQs

How long will it take for my order to arrive?

I aim to have all orders handed to the shipper within 2 working days of receiving your order and barring any issues, they deliver within a couple of working days of me handing them the goods.

Ooops I ordered it by mistake - can I cancel my order?

Sure - just get in touch with me as soon as you can. If an order has dispatched I may not be able to stop delivery in time. If that happens please get in touch and we’ll work on getting that item back to me and getting you refunded.

Who will you ship with?

Depending on the items I use either Royal Mail or Hermes and can supply you with the tracking number if it is sent by Hermes when the item is dispatched.

My order hasn’t arrived! What can I do?

The best thing to do is email me straight away on  info@madebypaatch.com and I’ll look into it for you. Most problems can be resolved with a simple email, but do let me know ASAP in case the carriers send the package back to me!

My item is damaged or defective and I want to return it, what can I do?

First of all email me. As long as you let us know within 14 days of receiving the order, and we have it back with us within 30 days of your purchase we should be able to refund you. We will need to receive the item unused back in the same condition you received it and in the original packaging. You should receive a refund on the card you made your purchase on. Please see our RETURN POLICY for more details.

I’m not sure about this item, can I return it?

Sure, as long as we receive the item unused back in the same condition you received it and in the original packaging. Once again, as long as you contact me within 14 days and I have the item back with me within 30 days there shouldn’t be a problem.

How do I get my item back to you?

I’m working on a solution for this, but at the moment you will need to cover the cost of postage when you send it back to us. While the big companies can cover the cost of posting returns, I am still working with carriers to find a solution for you.

Can you personalise any of the items?

At the moment I don’t offer that service, but it’s something I’d love to do if enough people love the idea - just let me know!

Can you ship to the EU?

Unfortunately with the situation with Brexit, we cannot ship to EU countries. We hope the situation changes, but at the moment it’s just too complicated for us and our customers.