COVID-19

We understand you may not be able to arrange a return as a result of your local public health regulations. In such cases, The Patchwork Family will be flexible in accepting late returns: the period in which a return may be requested will be extended to 30 calendar days from the receipt of your order.

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Returns

To return one or more items from an order, all of the following conditions must be met:

• The return must be requested within 30 calendar days of the delivery date.

• The item must be in its original, unused, unaltered and unwashed condition.

• The item must be returned with the tags and packaging in their original condition.

• The item cannot be custom made for you. If you want to re-sell your custom item, please contact us through our contact form.

Please note: Final Sale items are not eligible for return.

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To initiate a return, please submit a request for a Return Authorization (RA) through our contact form. Our team will assist you with the return process. The Patchwork Family adheres to a strict no-paper policy, so as to reduce waste. This is why shipments do not include a return slip inside the box.

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Footwear 

When trying on footwear for the first time, we ask that clean socks be worn. Please make sure to test the footwear on a carpeted surface, so as not to damage the soles. The dust bag and/or shoe box must be returned alongside the footwear, in its original condition. Please be sure to place the shoe box inside a shipping box so as to prevent damages during transit.

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Intimate apparel and swimwear 

Must be returned unworn, and with the original hygienic protection sticker still intact. This applies to lingerie, hosiery, underwear, swimsuits, bikini bottoms, etc.

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Face Masks

In the interest of hygiene, face masks and face coverings are considered final sale.

 

Apparel

All original tags must still be attached to the garment(s). Be mindful of deodorant, makeup or perfume that may rub off, and beware of jewelry that may catch or tear fabric.

Self-care products (fragrances, face, body, hair, make-up)

Must be returned in their original packaging, unused, unaltered, and sealed.

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Damaged/defective items

If you believe an item to be defective or damaged, please contact us through our contact form so that we can help resolve the issue.

The Patchwork Family reserves the right to reject any returning products that do not comply with the above stated return policy. Rejected items will be sent back to the original shipping address without any refund being processed. In order to avoid this, please contact us through our contact form to address any issues or concerns you have regarding the item(s) you wish to return.

When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by The Patchwork Family. The Patchwork Family reserves the right to refuse any request for a return without this mandatory proof of return postage.

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Modifications

To request modifications to your Patchwork Family Garment, please contact us through our contact form. 

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Exchanges

The Patchwork Family does not process direct exchanges. We ask that you return the merchandise for a full refund and place a new order for the preferred item(s) at your earliest convenience. 

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Refunds

Once the returned merchandise has been quality checked and approved, The Patchwork Family will issue a refund to the original method of payment and a confirmation e-mail will be sent to you. Please note that it can take up to 5 business days to process the return items, subject to its compliance with our Return Policy. It may take your financial institution additional time to process the transaction and update your bank statement.

Please note: shipping fees and duties will not be refunded.

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Warranty

All products purchased through The Patchwork Family website, including apparel, accessories, home goods, beauty, selfcare and cosmetics items, pet accessories and any products that may be classified as dangerous goods purchased through the website, are subject only to the applicable warranties of their respective manufacturers. Warranties are provided by the designers and not by The . Where permitted by law, The Patchwork Family disclaims all warranties and conditions relating to any products sold or distributed by The Patchwork Family, and will not be liable for failure to use any product in accordance with the manufacturer's instructions. Please consult the user manual or contact the manufacturer for any relevant warranty information.

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If you are not satisfied with your purchase, you can request a return within 30 days of our receipt of your order. The item must be in its original packaging, unused, and in unaltered condition, and otherwise, comply with our Return Policy.

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Dangerous Goods

Some products sold by The Patchwork Family are or contain items considered dangerous goods which have certain shipping restrictions and require special labeling and may require special packaging for shipment. When submitting a request for a Return Authorization through our contact form to initiate the return, you must correctly identify the product you are returning in order to receive the appropriate return instructions. Once your request has been received, we are going to reach out to you with specific instructions and a special return label will be sent to you via mail. Please note that the entire return process may take 8-12 business days. The Patchwork Family will not be liable if you fail to obtain the appropriate dangerous goods shipping label from The Patchwork Family or your carrier, or you do not follow the detailed return instructions provided to you for returning the product to The Patchwork Family.

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Frequent Returns

We offer a lenient return policy to provide customers with an easy and convenient shopping experience. If you are experiencing sizing issues or consistently finding merchandise to be unsatisfactory, please contact us.

Frequent returns made from the same account will automatically be flagged in our system. If we notice that our return policy is being abused, we may take action in the form of blocking an account and/or canceling future orders.

The Patchwork Family reserves the right to reject returns that do not comply with our return policy. Returns that do not respect the policy will be sent back to the original shipping address without any refund being processed.  

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