Shipping policy

Effective: 08th Oct 2025

Overview
Patchie ships orders from our Australian fulfilment centre. Below are our processing times, shipping options, and delivery terms. By placing an order you accept these terms.

1. Order processing

  • Orders are usually processed within 1 business day (Monday–Friday, excluding Australian public holidays) after payment confirmation.

  • Orders placed on weekends or public holidays will begin processing on the next business day.

  • Processing time is separate from shipping time (see delivery estimates below).

2. Shipping options & delivery estimates

We offer the following shipping methods for Australian orders:

  • Express — $12.49 — 1 to 4 business days

  • Standard (paid) — $8.99 — 2 to 8 business days

  • Standard (FREE) — Free for orders $79.00 and up — 2 to 8 business days

Notes:

  • Delivery estimates begin from the date the parcel is dispatched — not from the date of order.

  • “Business days” are Monday to Friday, excluding public holidays.

  • Delivery times are estimates only and may vary by destination, carrier performance, or unforeseen events.

3. How shipping charges are calculated

  • Shipping cost shown at checkout reflects the option you choose and any automatic free-shipping threshold (Free Standard for orders of $79.00+).

  • If you believe you were charged incorrectly, contact us within 7 days of purchase.

4. Dispatch & tracking

  • Once your order ships, we will send a confirmation email with tracking information (if available).

  • You can track shipments via the carrier’s tracking link provided in the shipping email.

5. International orders & customs (if applicable)

  • If we offer shipping outside Australia, international customers are responsible for any customs duties, import taxes, or other fees charged by the destination country.

  • Delivery times for international orders are estimates and may be longer due to customs clearance or local carrier handling.

6. Delays, lost or damaged parcels

  • Patchie is not responsible for carrier delays caused by weather, natural disasters, public holidays, strikes, or other force majeure events. We will, however, assist in investigating delays.

  • If your parcel is marked “delivered” by the carrier but you have not received it, please check with neighbours and your local post office. If still missing, contact us and we’ll open an investigation with the carrier.

  • For damaged items, keep all packaging and photographed evidence and contact us within 7 days of delivery.

7. Address changes & failed deliveries

  • Make sure your shipping address is correct at checkout. Changes after dispatch may not be possible.

  • If a parcel is returned to us due to an incorrect address, failed delivery attempts, or refusal, return-to-sender fees and re-shipping costs may apply — which will be deducted from any refund or charged to resend the order.

8. Returns, refunds & shipping costs

  • Our Returns & Refunds policy is separate — please see the Returns page for details.

  • Shipping fees are generally non-refundable unless the return is due to our error (e.g., wrong item, defective product).

  • If you qualify for a replacement due to a carrier loss or product fault, we will either re-ship at our cost or issue a refund per our returns policy.

9. Cancellations

  • Orders may be cancelled before dispatch for a full refund. Once dispatched, orders cannot be cancelled; standard return procedures apply after delivery.

10. Liability & limitation

  • Patchie’s liability for lost or damaged parcels shall be limited to the value of the order plus shipping paid, except where local consumer laws provide otherwise.

  • We are not liable for indirect or consequential losses.

11. Contact us

If you have questions about shipping, tracking, or delivery, contact Patchie:
Email: [REPLACE WITH YOUR CUSTOMER SERVICE EMAIL]
Phone: [REPLACE WITH PHONE NUMBER, OPTIONAL]

12. Changes to this policy

We may update this policy from time to time. The policy effective date at the top indicates when changes were last made.