DO YOU SHIP INTERNATIONALLY?
Yes! We ship worldwide using UPS Worldwide, DHL Express and/or USPS. All parcels are shipped from our USA based location.
WHAT CURRENCY DO YOU CHARGE?
All of our products are priced in the currency of the country you're visiting the website from.
WHEN WILL MY ORDER SHIP?
It typically takes 10 to 20 business days for items to be shipped and the shipping method selected at checkout will be utilized at dispatch. Please allow more time than usual to receive your order due to COVID-19, US Customs delays and courier delays. Orders can take up to 4-6 weeks—we appreciate your patience in advance during these unpredictable times.
Our customer hours are Monday through Friday 9am-5pm EST. We are closed on weekends and holidays.
STUDIO-PATCHWERK.COM is not responsible for any delays in shipping and delivery caused by circumstances related to the courier itself i.e. customs clearance delays, courier delays, or international shipping delays. STUDIO-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.
WHY THE SHIPPING TIME?
We're a small, women-owned business with three people running the show. When design, material sourcing, manufacturing, customization and shipping occur in separate places and internationally during COVID-19, it takes time to inventory, organize and move products through the process to get a finished product. Furthermore, we only produce what's ordered with no extra stock as we work towards our goal of fostering a more sustainable business environment. Sometimes that means we run into some unforeseen delays, but rest assured we are working as quickly, safely and efficiently as possible to get our amazing pieces to you.
DO I HAVE TO PAY DUTIES OR TAXES?
ALL APPLICABLE CUSTOMS FEES, TAXES AND DUTIES 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.
We are not responsible for additional shipping charges incurred upon delivery and will not accept returns or issue refunds to customers on orders that were not received due to unpaid duties. Refunds will not be issued to returned parcels due to duties
MY PACKAGE IS STOLEN/LOST/DELAYED, WHAT DO I DO?
STUDIO-PATCHWERK.COM is not liable for any misplaced, stolen or delayed 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 and in transit or delivered - 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.
I NEED TO AMEND MY ORDER, WHAT DO I DO?
If you need to amend an order (sizing, address etc) these requests must be made with 48 hours of placing the order. We still accept requests, however we cannot promise they will be applied as the parcel may have already been dispatched.
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 and 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.