FAQs

SHIPPING FAQS

DO YOU SHIP INTERNATIONALLY?

Yes! We ship worldwide using UPS Worldwide or DHL Express and domestically within the US using USPS.

WHAT CURRENCY DO YOU CHARGE?

All of our products are priced in US Dollars (USD)

WHEN WILL MY ORDER SHIP?

Please allow more time than usual to receive your order due to COVID-19.

Shipping typically takes 10 to 20 business days to be delivered, however orders can take up to 4-8 weeks to be delivered due to unforeseen circumstances including, but not limited to, COVID-19 delays. 

Our customer hours are Monday through Friday 9am to 5pm EST. We are closed on weekends.

PATCHWERK.COM is not responsible for delays in shipping and delivery caused by circumstances related to the courier itself i.e. customs clearance delays. PATCHWERK.COM is not responsible for delays in shipping and delivery caused by uncontrollable circumstances i.e. severe weather, pandemics, natural disasters, etc. Shipment delays due to uncontrollable circumstances  do not qualify for refunds. No exceptions.

DO I HAVE TO PAY DUTIES OR TAXES?

ALL APPLICABLE CUSTOMS FEES, TAXES AND DUTES ARE THE SOLE RESPONSIBILITY OF THE CUSTOMER. CUSTOMS AUTHORITIES REQUIRE THAT WE STATE THE VALUE OF THE ORDER DIRECTLY ON YOUR PACKAGE. IT IS AT THE SOLE DISCRETION OF CUSTOMS AGENTS TO RELEASE YOUR PACKAGE. PLEASE NOTE: WE ARE NOT HELD LIABLE FOR ANY CUSTOMS FEES IN YOUR COUNTRY, HOLDING TIMES OR INCORRECT SHIPPING INFORMATION PROVIDED. ALLOW 48 HOURS OF PROCESSING YOUR ORDER TO RECEIVE YOUR TRACKING NUMBER AND/OR CONFIRMATION OF SHIPMENT.

MY PACKAGE WAS STOLEN, WHAT DO I DO?

STUDIO-PATCHWERK.COM is not reliable for any misplaced or stolen packages. If the address provided to us upon checkout matches the exact address we have shipped your order to, and your tracking number reads as successfully shipped - we are not held responsible if your package has been misplaced. Stolen / lost packages are nonrefundable. Certain misunderstandings may apply but evidence must be recorded, please contact us and we will try our best to assist you with this matter. 

IF YOU REFUSE A PACKAGE OR A PACKAGE IS RETURNED TO US

If you refuse to accept shipping of the items you have purchased, the courier will return the items to us. In the event this happens, STUDIO PATCHWERK may be required to pay additional charges to the courier in respect of the cost of return including customs and import duties that were payable by you, the cost STUDIO PATCHWERK incurred to ship your parcel as well as, a $15 restocking fee. We will look to recover these costs from you by deducting the relevant amount from any refund owed to you.

Disclaimer: The buyer is responsible to provide an address that carriers recognize as a deliverable address. We have no control over a shipment once it departs our LA showroom. If there are any issues with delivery for reasons out of our control (address provided to us is not accurate, issues within the shipping company, etc.) we are not responsible for shipping delays. Should the parcel be returned the customer will need to pay for reshipment. 

 

RETURNS AND EXCHANGES 

FAQS

I WANT TO RETURN MY PURCHASE! WHAT DO I DO?

If you are not 100% satisfied with your purchase, you can return your item(s) for store credit only. They must meet the criteria below by reaching out to us within 4 days of when your order was received. You must obtain a return authorization from us before proceeding. To do this, fill out the form. Once you receive authorization, the item(s) must be shipped to us within 4 days.

  • Item(s) must be in original packaging with all tags, unworn and unwashed. 

  • Original shipping charges are non-refundable. 

  • You are responsible for all return shipping charges. We are not responsible for lost or stolen return packages - please send using a tracked shipping method.

  • If your returns do not meet the conditions outlined above, we reserve the right to refuse refund.

  • If you receive an incorrect or damaged item, please notify us within 4 days of delivery by using the contact form.

I WANT TO EXCHANGE MY PURCHASE! WHAT DO I DO?

If you are not 100% satisfied with your purchase, you can exchange your item(s) if they meet the criteria below by reaching out to us within 4 days of when your order was received. You must obtain an exchange authorization from us before proceeding. To do this, fill out the form. Once you receive authorization, the item(s) must be shipped to us within 4 days.

  • US & International exchanges are responsible for all return shipping charges. We are not responsible for lost or stolen return packages - please send using a tracked shipping method.

  • Item(s) must be in original packaging with all tags, unworn and unwashed. 

  • If your exchange does not meet the conditions outlined above, we reserve the right to refuse an exchange.

  • If you receive an incorrect or damaged item, please notify us within 4 days of delivery by using the form

ALL SALE ITEMS FROM BLACK FRIDAY & CYBER MONDAY ARE FINAL SALE - NO RETURNS, EXCHANGES OR PRICE ADJUSTMENTS.

MY ITEM IS FAULTY/DEFECTIVE! WHAT DO I DO?

We can only refund in full faulty, defective or incorrect items. The item(s) of return must be shipped within 4 days of receiving your purchase. No exceptions. If you have received faulty merchandise please contact us with your order number and photographic evidence.

I WANT TO CANCEL MY ORDER! WHAT DO I DO?

Orders must be cancelled within 24 hours of purchase for a refund. After 24 hours, only store credit will be offered. 

RETURNED TO SENDER / REFUSED PACKAGES

Orders refused or deemed undeliverable will be returned to us where any customs fees or return shipments fees will be deducted from your refund, in addition to a $15 restocking fee. We will contact the customer via email one time before cancelling the order. Customers who still want to receive the package must pay for a new shipping label.

E-GIFT CARDS

E-gift cards are not physical cards, they are sent digitally via email with a unique code that is redeemable at checkout.

E-gift cards do not expire.

E-gift cards are non-refundable and cannot be redeemed for cash.

Discount codes cannot be applied to purchasing an e-gift card.

When using an e-gift card, the full value is applied.

If your order total exceeds the value remaining on your e-gift card, you can pay the balance using standard payment methods.

If your order total is below the value of your e-gift card, the remaining balance may be used on a future order, using the same code.