RETURNS POLICY
RETURNS, EXCHANGES & SALE
Can I return something?
Yep. You have 30 days to request a return.
We don't want you stuck with clothes you won't wear. We also don't want to encourage buying five things “just to see” and sending four back. Returns create postage, handling and cost for everyone involved.
Use our measurements, fit notes and sizing help before ordering. Pick with care. If it still isn't right, email hello@patsyandclyde.com with your order number and the details and we'll start the return through Shopify.
Why aren't returns completely free?
Because “free returns” aren't free. Somebody pays for them, and usually that cost eventually gets built into the price everyone pays.
For a normal return or size change, you pay the postage back to us. If you're exchanging size and the replacement is available, we'll pay to send the replacement back out to you.
If we've made the mistake or the item is faulty, that's different. If we fucked it, you don't pay for it.
Can I return a discounted or sale item?
Yep - but all discounted items are returned for store credit rather than a refund.
Why? Because by the time we've heavily discounted something, there simply isn't enough margin left for us to keep absorbing the costs that come with refunds and returns as well. We'd rather tell you that plainly than bury it somewhere in eight paragraphs of returns-policy bullshit.
Your rights under Australian Consumer Law still apply if something is faulty. Sale doesn't mean we get to send you dodgy shit.
What if something arrives faulty?
Tell us. Seriously. Don't sit at home being pissed off about it.
We care enormously about quality, but we're also humans making physical things and occasionally something can slip through.
Email hello@patsyandclyde.com with your order number, the details and clear photos so we can see what's happened. We'll assess it and work out the appropriate fix - repair, replacement, refund or another remedy depending on the problem.
If we fucked it, you don't pay for it.
I received the wrong item. What now?
Well, that's embarrassing.
Email hello@patsyandclyde.com with your order number and a photo of what arrived. We'll sort it out and cover the costs involved in fixing our mistake.
How do I start a return?
Email hello@patsyandclyde.com with your order number and the details of what you'd like to return. We'll start the return through Shopify and send you the next steps.
Please use email rather than DMs for returns and order issues. It means we can actually keep track of the whole conversation and make sure nothing gets lost.
How long does a return take to process?
Once your return arrives back with us, allow around 3-5 business days for processing.
We'll let you know once it's sorted.
SHIPPING & ORDERS
How much is Australian shipping?
We keep it simple: $5 flat-rate standard shipping or $10 express shipping within Australia.
When will my order be sent?
We try to get orders out within the first 24 hours.
Sometimes real life, weekends or a busy release get in the way, so allow 1-3 business days. Three business days is the maximum dispatch window we work to.
Once it leaves us, you'll get tracking so you can refresh it seventeen times a day like the rest of us.
Can I cancel my order?
If it hasn't been packed yet, yep.
Email hello@patsyandclyde.com as quickly as you can with your order number. If we catch it before packing, we'll cancel it and issue a full refund.
Can I change my address, size or colour?
If we haven't packed it yet and the stock is available, we're happy to help.
Email hello@patsyandclyde.com ASAP with your order number and what needs changing. Once it's left us, our powers become considerably more limited.
Can you combine two orders?
If neither order has been packed yet, we'll do our best. Email us both order numbers ASAP. If we can catch them in time, we will.
Where's my order?
Check your tracking first. If it looks like your parcel has gone walkabout, email us your order number and we'll help work out where the hell it went.
Do you ship internationally?
Yep. We currently ship to the United States, Canada, New Zealand and Europe.
International shipping costs are shown at checkout. Depending on where you live, your country may charge duties, taxes or import fees when the parcel arrives. Those charges, if applicable, are the customer's responsibility because they're set by the destination country, not by us.
CONTACT US
How do I contact you?
For orders, returns, faults or anything that needs following through, please email
hello@patsyandclyde.com. That's not us being difficult - it's so the conversation stays in one place and we can actually track it properly.
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