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Patch&Pops Boutique

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Modern luxury for dogs and their humans
Our mission is to enrich the quality of life for pets and their people with beautiful, high-quality fashion and accessory items.
We makes luxury and bespoke handmade accessories for the modern canine. Each piece is lovingly designed, hand crafted and unique to each dog it’s made for.

Shipping Policy

Shipping policy PATCH&POPS SHIPPING POLICY Patch&Pops ("we" and "us") is the operator of (https://Epatchpops.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service. 1. General Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund. 2. Shipping Costs Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer. 3. Returns 3.1 Return Due To Change Of Mind Patch&Pops will happily accept returns due to change of mind as long as a request to return is received by us within 3 days of receipt of item and are returned to us in the original packaging, unused and in resellable condition. This is only available if the item is standard and not made to order including the engraving service. If you contact us we may be able to arrange something instead to be swapped but this is at the complete discrepancy of us and may not always be possible. If you are swapping the item the customer would be the responsibility of the customer to cover the new shipping costs. Return shipping will be paid at the customer's expense and will be required to arrange their own shipping. They are also responsible to ensure this arrives to us safely and if this arrives damaged we will not compensate for this issue. Once returns are received and accepted, refunds will be processed to the original payment method used for the order. If this payment method is no longer valid please contact us right away and we will arrange store credit or, if possible a suitable alternative refund. (Patch&Pops) will refund the value of the goods returned but will NOT refund the value of any shipping paid. 3.2 Warranty Returns Patch&Pops will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items. Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim. Upon return receipt of items for warranty claim, you can expect Patch&Pops to process your warranty claim within 7 days. Once warranty claim is confirmed, you will receive the choice of: (a) refund to your payment method (b) a refund in store credit (c) a replacement item sent to you (if stock is available) 4. Delivery Terms 4.1 Transit Time Domestically In general, domestic shipments are in transit for 2-3 working days for Royal Mail. For speedy delivery, this is in transit for 1-2 working days by Royal Mail. We do everything we can to ensure this is delivered within the advertised delivery time but this is not always within our control. Our delivery is not guaranteed but we will do everything we can to ensure you leave happy to if there is anything you need please just contact us. 4.3 Dispatch Time Orders are usually dispatched within 5 business days of payment of order but can be up to 7 days depending on stock levels and if stock needs to be made to fulfil the order. We try to dispatch orders 7 days away, except on national holidays at which time we will not be operating. In these instances, we take steps to ensure shipment delays will be kept to a minimum. You will be informed by email to let you know when to expect your order. 4.4 Change Of Delivery Address For change of delivery address requests, we are able to change the address within 1 hour of placing the order and if the order has not yet been dispatched. Once the order has been dispatched we are not able to take responsibility for orders delivered to the wrong address and we cannot refund orders. You will get the opportunity to confirm the details before you place the order, once placed the customer will be responsible to collect the item from that address. Due to GDPR once delivered the courier it not allow to collect and deliver to the right address. 4.5 P.O. Box Shipping and Forwarding Addresses Patch&Pops will not ship to P.O. boxes and forwarding addresses all orders to such addresses will be cancelled and refunded without notice or contact. Any orders delivered to such addresses are to the customer own responsibility and we can take no responsibility for parcels lost or not received. 4.7 Items Out Of Stock If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order. 4.8 Delivery Time Exceeded If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation, if it has passed a total of 3 weeks since you have placed the order we are not able to conduct an investigation and we are only able to refund the order if the courier is able to refund us. 5. Tracking Notifications Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. This is only available for UPS speedy delivery. Royal Mail delivery is not a tracked service. 6. Parcels Damaged In Transit If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps. 7. Duties & Taxes 7.1 Sales Tax Sales tax has already been applied to the price of the goods as displayed on the website 7.2 Import Duties & Taxes If ordering from outside the UK, you are responsible for paying any applicable fees. 8. Cancellations If you change your mind before you have received your order, we are able to accept cancellations within the first hour of the order being placed and if the order has not yet been dispatched. If an order has already been dispatched, please refer to our refund policy. 9. Insurance Parcels are insured for loss and damage up to the value as stated by the courier. 9.1 Process for parcel damaged in-transit We will process a refund or replacement as soon as the courier has completed their investigation into the claim. 9.2 Process for parcel lost in-transit We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost. 10. Customer service For all customer service enquiries, please email us at Hello@patchpops.com

Refund Policy

Returns & Refunds Policy Our Returns & Refunds Policy lasts 14 days. If 14 days have passed since your purchase date, unfortunately you cannot return any items. To be eligible for a refund, your item(s) must be unused, unworn, unwashed and in the same condition that you received it. We recommend that you carefully try new items on indoors, just in case you need to return them. We do not offer returns or refunds on PERSONALISED items or made to order items (bandanas, strap harness, collars, and human apparel). All sale items are final sale and non refundable. We do not offer returns or exchanges on our human apparel range or mugs. These items are all screen printed to order in your chosen colour, size and design. Please note: all packaging, swing tags and care tags must still be attached to items to be eligible for a refund. Any items returned without packaging or tags, will not be refunded. You will receive an email to advise of this, at which time we can organise to return the items to you at your cost. Returns Process: Please pack your return item with a note of order number, name, and address, please ensure all returns are unworn, unwashed and free from pet hair to the return address below: PATCH&POPS BOUTIQUE 64/2 STENHOUSE AVENUE EDINBURGH SCOTLAND EH11 3DF Please note: you are responsible for return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs cannot be refunded. It is recommended that you use a trackable shipping service or purchase shipping insurance. Please ensure that you keep tracking numbers until you receive a confirmation of refund. We are unable to guarantee that we will receive your returned item and we do not accept any responsibility for lost items. Refunds: Once your return is received and inspected, we will send you an email to notify you that your refund has been processed. Or you will be notified if your return has been rejected. If your return is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days (dependant on your financial institution). Late or Missing Refunds: If you haven’t received your refund within 10 business days of receiving your notification of refund: 1. Double check your bank account (please remember that the amount refunded won’t include your original shipping costs) 2. Contact your bank or credit card company, as it may take longer before the refund is processed by them and officially posted to your account or card 3. If you have done these steps and still have not received your refund, please email us at: hello@patchpops.com

Cancellation / Return / Exchange Policy

Returns & Refunds Policy Our Returns & Refunds Policy lasts 14 days. If 14 days have passed since your purchase date, unfortunately you cannot return any items. To be eligible for a refund, your item(s) must be unused, unworn, unwashed and in the same condition that you received it. We recommend that you carefully try new items on indoors, just in case you need to return them. We do not offer returns or refunds on PERSONALISED items or made to order items (bandanas, strap harness, collars, and human apparel). All sale items are final sale and non refundable. We do not offer returns or exchanges on our human apparel range or mugs. These items are all screen printed to order in your chosen colour, size and design. Please note: all packaging, swing tags and care tags must still be attached to items to be eligible for a refund. Any items returned without packaging or tags, will not be refunded. You will receive an email to advise of this, at which time we can organise to return the items to you at your cost. Returns Process: Please pack your return item with a note of order number, name, and address, please ensure all returns are unworn, unwashed and free from pet hair to the return address below: PATCH&POPS BOUTIQUE 64/2 STENHOUSE AVENUE EDINBURGH SCOTLAND EH11 3DF Please note: you are responsible for return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs cannot be refunded. It is recommended that you use a trackable shipping service or purchase shipping insurance. Please ensure that you keep tracking numbers until you receive a confirmation of refund. We are unable to guarantee that we will receive your returned item and we do not accept any responsibility for lost items. Refunds: Once your return is received and inspected, we will send you an email to notify you that your refund has been processed. Or you will be notified if your return has been rejected. If your return is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days (dependant on your financial institution). Late or Missing Refunds: If you haven’t received your refund within 10 business days of receiving your notification of refund: 1. Double check your bank account (please remember that the amount refunded won’t include your original shipping costs) 2. Contact your bank or credit card company, as it may take longer before the refund is processed by them and officially posted to your account or card 3. If you have done these steps and still have not received your refund, please email us at: hello@patchpops.com
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