All items will be securely and safely packaged to protect them during transit.
Please note that we will always obtain a proof of posting. Apatchy Ltd cannot be held responsible for items that are lost or delayed in transit.
You will receive a confirmation email no later than 24 hours after receipt of your order. We maintain real time stock levels, however during busy periods there is the possibility of some items not being available. If this happens, we will inform you in the confirmation email along with an expected delivery time. If the expected delivery time is not to your satisfaction, you will be entitled to cancel your order as long as you inform us by email within 24 hours.
All queries and emails will be answered within 48 hours on working days.
You are responsible for all the appropriate Import and Customs Duties.
Postage & Delivery
Typically orders are processed and dispatched within 1-2 working days of being placed on the website (assuming all items ordered are in stock). You will receive an email confirmation of your order.
We strive to offer reliable postage at a fair price. How long your order takes to arrive depends on the type of service you select. We use both Royal Mail and Fedex to dispatch our parcels but please note that we cannot accept responsibility for failed deliveries if no one is at home to receive them. If you are unable to accept a delivery, please be aware that it may be returned to the depot and a card left. Unless you have requested Guaranteed Next day delivery, your item should arrive between 1-5 working days depending on the service requested. If your parcel has a tracking number, you will be able to access the Royal Mail Track and Trace service to monitor the progress of your parcel.
For any single items under 250g, we charge a flat rate of £1 for 48 hr non tracked service. Multiple items that exceed this weight will be charged at a flat fee of £3.95 for a 48hr tracked service.
All other items are dispatched using Royal Mail 48hr Tracked service at a flat fee of £3.95. If you have entered your email address or mobile phone number you can choose to have email/SMS delivery notification at no extra cost. Please note that if you are not in to receive your parcel, it may be returned to the post office so please look out for a delivery card. Royal Mail endeavour to deliver within 48 hours, however this is not a guaranteed service,
We can also offer Royal Mail 24hr Tracked Service at £5.50. Please note that whilst this is a 24hr tracked service and that 95% of parcels are delivered within this time frame, it is NOT a guaranteed service. Please note that if you are not in to receive your parcel, it may be returned to the post office for collection. This service is available from Monday to Thursday only! Orders need to be placed by
Please note that due to COVID-19 we are unable to offer Next Day Guaranteed Delivery due to this service being restricted via Royal Mail. Other delivery options are available and have not been affected.
We currently do not offer international delivery.
Free Delivery Over £65
Apatchy London offers free standard UK delivery on orders over £65. This offer is automatically applied at checkout. This offer is valid on orders that are sent within the UK using our standard delivery service (48hr tracked) and the order value must be £65 or more for this to be applied.
Returns and Exchanges FAQ
Cancellation Rights & Returns
We hope you will be fully satisfied with our products. If for any reason you are not satisfied, we will be happy to accept a return from you according to the following policy. You may return an item in its original condition and packaging within 30 days of receipt for an internet credit note, refund or item exchange subject to our discretion. After 30 days we will no longer accept returned items.
Please note that we do not refund earrings (unless faulty) due to hygiene reasons.
14 Day Free Return
We offer a 14 day free return policy. To qualify for this, you must contact us within 14 days from receiving your product. This policy is only valid for return goods within the UK and the item(s) must be in unused and in the same condition in which they were received. Earrings, permanent personalised products, sale, outlet and bundles are not included within this offer however we can offer you a pre-paid returns label for £3 which will be deducted from your refund. If you would like to use this service, please contact us to request a label.
To contact us to arrange a return, please call us on +44 (0)1279 718133 or email email@example.com.
Returns Do’s and Don’ts
You may return goods by mail to the returns address below. If at all possible, please include with the goods a copy of your internet invoice or a written note of your name, address, e-mail address, order number, and reason for return. This enables us to identify the transaction and speeds up the process.
Please note that when posting return goods from outside the UK, you are responsible for paying any customs levies or duties on those goods payable either on exit from your country or on entry to the UK. If the goods which you have sent back to us are kept in customs because you have not paid those levies or duties, we will not have received them. Because it is your responsibility to pay all customs duties, legally you will not have returned the goods to us / kept them in your care, and so will not be entitled to any refund / exchange.
Where you and we agree that an exchange of goods is appropriate, we reserve the right to charge you our costs for posting the exchange goods to you. Similarly, where the goods are returned to us as undelivered by your postal service, and we agree to re-send them to you, you will have to pay the additional postage costs.
Please note that in an event of a change of mind, you are responsible for all postage costs to return the item/items to us. Please retain a proof of postage as any items that become lost in transit will be deemed as not returned and a refund cannot be issued.
We can offer you a pre-paid returns label for £3 which will be deducted from your refund. If you would like to use this service, please contact us at firstname.lastname@example.org to request a label.
If you fail to return packaging which is an integral part of the overall product (for example 'individual letter patches') then you will not have returned all of the goods, and we reserve the right to recover the cost of replacement from you and where there is evidence of dishonesty, to refer the matter to the police.
Where goods are returned in a damaged, worn or dirty condition, which indicates that they have been worn or used after you have had a reasonable chance to inspect them on receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.
Where you return goods to us which are not the goods which we dispatched to you (which we can easily check), you will not have returned the goods, and accordingly will be deemed to have accepted the original goods which we sent you. We will notify the police where there is any attempt at fraud or dishonesty (for example where lower value items are returned), and will actively pursue all such cases through the courts. We will also actively fight any fraudulent claim-backs made through your credit card company.
If you do not comply with your obligations above, we may make a reasonable charge to cover any costs that we incur.
Returns should be sent to:
Internet Sales Department
Apatchy Ltd, Unit 1B, Hatfield Regis Grange Estate, Hatfield Broad Oak, Bishop's Stortford, Herts CM22 7JZ. United Kingdom.
Apatchy Ltd reserves the right to amend this returns policy without notice under advice from Government appointed agencies.
If you should receive an item that is not in perfect condition or was damaged in shipping, please immediately notify us by emailing email@example.com.
If a product develops a fault within 12 months of purchase, we will offer a replacement at our discretion. Outside this timeframe we are unable to offer a replacement.