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FAQ


Frequently Asked Questions: Just click on your question in the sections below.



Online Ordering

  1. Which payment methods do you accept?
  2. Are my card details secure?
  3. When will I be charged?
  4. Do you deliver to my country?
  5. How much is delivery and how long will it take?
  6. My payment has been declined. Why is that?
  7. Can I amend or cancel my order?
  8. How do gift vouchers work?
  9. I forgot to enter my promotional code? Can I be refunded?

Delivery

  1. How can I track my parcel?
  2. Do I have to be in to sign for my delivery?
  3. I have missed my delivery. What happens next?
  4. I am receiving a delivery internationally. Who is responsible for any additional charges?
  5. My package has not arrived. Where is it?

Returns

  1. What is your returns policy?
  2. How do I make a return?
  3. How will I know if you have received my return?
  4. How long will it take for my funds to be returned?
  5. My items were faulty or incorrect. What happens next?
  6. What are my statutory rights to cancel?

Account Enquiries

  1. What will I receive if I subscribe to the patternweights newsletter?
  2. Do I need an account with patternweights to place an order?
  3. Can I store multiple addresses?
  4. How do I reset my password?


Online Ordering

1. Which payment methods do you accept?

We

currently accept payments via

Visa,

MasterCard, Solo, Maestro, Visa Debit, Visa Electron, American

Express & Paypal

2. Are my card details secure?

At patternweights we understand that your online security is of paramount concern. We are committed to providing a secure online shopping environment that goes above and beyond industry security standards and guidelines through our payments service provider. Security measures include;

  • Validated PCI DSS Compliance
  • Prohibited Data Storage
  • Data Encryption
  • Authentication and session management
  • Secure Access Technologies

Our checkout provider represents industry best practice in online payments. Rest assured that when shopping with patternweights, we leave nothing to chance and have your security concerns in mind.

3. When will I be charged?

We charge your card when your order is dispatched from the warehouse. If payment is via Paypal, payment is taken immediately.

4. Do you deliver to my country?

We are pleased to say that we deliver globally. Unfortunately, certain locations and product restrictions do apply in certain countries. Please ensure no import restricts apply to your country before ordering.

5. How much is delivery and how long will it take?

UK Delivery Information

UK Standard Delivery

All UK mainland orders are shipped on a Next Day Service as standard, Monday to Friday. Delivery is FREE on all orders over £50 // £4.95 on orders under £50

Ireland and Channel Islands Standard Delivery. Please expect delivery within 2-5 working days of placing your order, Monday to Friday. Your order will be sent via DPD or Parcelforce dependant on location and will require a signature on delivery. Delivery is FREE on orders over £100 // £11.90 signed for on orders under £100

We are unable to deliver to PO Box addresses.

International Delivery Information

For international orders, please allow between 3-5 working days for dispatch. Delivery times will vary according to region. Please note, international deliveries may be subject to additional handling charges. Taxes and customs charges are the sole responsibility of the customer. These charges also vary and are calculated and charged when your package reaches its destination country. Please contact your local customs office for details on how these charges are assessed and applied to your delivery.

6. My payment has been declined. Why is that?

If you receive notification that your credit or debit card has been declined, please check that you have entered the correct card details and that your card has not expired. Please also check that you have entered the correct billing address exactly as it appears on your statement. Alternatively, please use a different card. If that fails, please contact the bank that issued the card for further information. Please note that for your own personal privacy, only your bank can tell you why your card has been declined.

7. Can I amend or cancel my order?

We start processing your order right after you receive your Order Confirmation and cannot take further payment for additions, or refunds for detractions. Therefore, we are unable to make any amendments to your order. There is a very limited window where we may be able to cancel your order. If you would like to cancel your order, please call 01872 571200 and have your order number and relevant details handy. Please note that your statutory right to cancel under the Distance Selling Regulations is not affected.

8. How do gift vouchers work?

Gift vouchers/Promotional codes are available for usually applied to products of your choice. They are valid for 12 months and are non-refundable.

9. I forgot to enter my promotional code. Can I be refunded?

From time to time, we may make available a promotional code to use on your order. The promotional code should be entered into the relevant field in the shopping basket prior to placing your order. Unfortunately, we cannot retrospectively add the promotional code to your order or refund the equivalent amount so please do check your order before placing it. In some cases, you may be able to use your code on your next order, so hold onto it. You can only use one promotional code per transaction.


Delivery

1. How can I track my parcel?

When your order leaves the warehouse you will be sent a Dispatch email. Within this will be you your tracking number, which you can enter into the tracking site which we will have notified you of.

2. Do I have to be in to sign for my delivery?

The courier must be able to deliver to a secure address and obtain a signature is required for all orders dispatch with DPD or Parcelforce

3. I have missed my delivery. What happens next?

Deliveries are attempted between Monday and Friday 9-5.30, and will be carded once before the parcel is returned to the depot. Should your order not be delivered, your order will be returned to us and will be processed as a refund. Please note that we are unable to re-send packages that are returned to us as undeliverable. Our shipping courier will return your parcel back to us if the address is incorrect or there has been a number of failed delivery attempts. Therefore, please ensure that the address details you enter are accurate.

4. I am receiving a delivery internationally. Who is responsible for any additional charges?

Taxes and customs charges are the sole responsibility of the customer. These charges also vary and are calculated and charged when your package reaches its destination

country. Please contact your local customs office for details on how these charges are assessed and applied to your delivery.

5. My package has not arrived. Where is it?

If you live in communal flats, the courier may attempt to leave your parcel with a neighbour/concierge if you are out. If you have any queries regarding the whereabouts of your order, please contact customer services on 01872 571200 and we will look into this for you.


Returns

1. What is your returns policy?

We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund within 14 working days of delivery. The cost of the return is payable by the customer. Please ensure that the package is wrapped securely. We also recommend that you use a recorded delivery service and retain your proof of postage as we cannot accept liability for goods lost in transit.

If you are returning your items owing to defects, incomplete or incorrect delivery, please contact our Customer Care line on 01872 571200

Please note that if you have purchased your products via one of our stockists you will need to arrange your return or exchange with them directly. We cannot accept returned items which were not purchased from our online store.

2. How do I make a return?

Inside your package, please

  • Print your name
  • Print your order number
  • Highlight the item(s) being returned
  • Include the reason for return
Address your package to:

Patternweights Customer Returns
Unit 4C
Bridge Road Industrial Estate
Goonhavern
Truro
Cornwall
TR4 9QL


3. How will I know if you have received my return?

Please allow up to 5 working days for your returned package to reach our warehouse. For your peace of mind, we recommend using recorded delivery to make your return, as its whereabouts can be tracked.

4. How long will it take for my funds to be returned?

We aim to process your return within 7 working days of receipt into our warehouse. The refund will be made to the same card or Paypal account used to make the purchase. Please note, it may take 5-10 working days for the funds to appear in your account- this will vary from bank to bank.
Your statutory rights remain unaffected.

5. My items were faulty or incorrect. What happens next?

We’re sincerely sorry you’ve experienced an issue with your online order. If you need to return your items owing to defects, incomplete or incorrect delivery, please contact our Customer Care on 01872 571200

6. What are my statutory rights to cancel?

Under the Consumer Contracts Regulations 2015 you have 14 working days (beginning the day after receipt of your order) to cancel your order.


Account Enquiries

1. What will I receive if I subscribe to the patternweights newsletter?

You will receive all of the latest updates on new product launches, seasonal offers and promotions. Although we promise not to pester you.

2. Do I need an account with patternweights to place an order?

Whilst it isn’t necessary to have an account in order to place an order, our members benefit from a great deal of account options including order tracking, past order history, marketing options and the ability to store multiple delivery addresses for faster check out. Please note that when ordering you will be prompted as to whether you would like to start an account with us online.

3. Can I store multiple addresses?

Storing multiple addresses is just one of the benefits of having an account with patternweights for a fast and efficient check out. You’ll also be able to quickly update and change your billing and delivery details through the account section.

4. How do I reset my password?

From the account settings page you will always be able to change your password should you require and in the instance that you might have forgotten your password you can always click the ‘Forgotten My Password’ button when at the login page in order to have a password reset emailed to your selected email address.

If you have any suggestions, comments or feedback regarding our website please email . comments@patternweights.co.uk







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