FREQUENTLY ASKED QUESTIONS
Where is my order?
We recommend you check your order by clicking on “My account” then you will see relevant orders on your orders page. You can then follow up your order and click on tracking information that will help locate your order. If you can’t find your order details after a reasonable period of time then you can escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, forward your purchase confirmation email with your order number (usually 5 digit numbers) to customercare@misspatina.com and we’ll take it from there.
There is always another alternative, simply copy the tracking number in your account or confirmation email we sent to you, paste it in https://www.royalmail.com/track-your-item will you be able to scrutinize your parcel’s current location.
If you choose China as the delivery destination, please notice that the shipment will be transported to the destination country and, from there, handed over to China Post. Track your parcel via https://www.aftership.com/couriers/china-post
Why do I have to pay Customs Fees?
Products delivered to destinations outside the UK may be subject to taxes, fees, customs duty, levies or other charges as a result of local legislation or customs formalities. The recipient of the order is responsible for all customs formalities for the import of the Products and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the UK. The recipient of the Products, not the person placing the order, will typically receive a separate request for payment of these charges when the goods arrive in the country of destination. If you’re ordering Products to be delivered to someone else, please ensure they’re aware that they’ll be responsible for these additional charges.
When shipping to European countries, customs fees may apply. These fees are imposed by the destination country's customs authorities and are separate from the shipping costs.
In the USA, the Customs and Border Protection (CBP) enforces customs regulations. For shipments valued at $800 or less, generally, there are no customs duties. However, for shipments exceeding this threshold, customs duties may apply.
Do you offer student discount?
We do offer student discount on items purchased via Miss Patina official website. You can claim your student discount by simply click ‘Student Discount’ in the footer area.
If you are not a student, but you are under 26 years old. You might still have the chance to get a discount. Click the ‘Not a student, but under 26?’ link in the footer to get your voucher.
How to make a payment?
We use PayPal to process all transactions on our website. If you already have a PayPal account, PayPal Express would be the best way to make payment. All you need to do is click PayPal express checkout button on the cart page, you will then be redirected to the PayPal checkout page to make payment.
If you don’t have a PayPal account, no worries, just use PayPal as a payment gateway and make payment with your bank cards. PayPal accepts all major credit cards from Visa, Mastercard, American Express and Discover.
Having issues of making payment with PayPal?
Make sure you have sufficient funds in both your PayPal and bank accounts.
If you have confirmed that you have sufficient funds, there may be an issue with:
- Your billing address – make sure it is the same with the registered address of your bank account.
- Your 3-digit CV2 number on the reverse of your card – is it correct?
- Your card’s speed limit – have you made multiple purchases elsewhere within a short space of time?
If you find your credit card is not being accepted with a message such as “The card you entered cannot be used for this payment. Please enter a different credit or debit card number.” it might be due to one of the following reasons:
- Your card is associated with a specific PayPal account, and you’re not logging in with that particular account.
- Your card was associated with a PayPal account that has since been closed.
- You’ve linked the card to a PayPal account, but have not yet confirmed it.
- You’ve exceeded your card limit with the PayPal system.
- Your email address is raising a red flag in PayPal’s system.
- Your browser is not accepting cookies. You should clear any existing cookies and try again.
If you have tried everything above but still cannot make the payment, please feel free to send an email to customercare@misspatina.com or phone us at +44 (0)20 3490 3138.
How long will it take for my PayPal payment to clear?
PayPal payments usually clear immediately. On rare occasions, PayPal payments fail. Please always check your PayPal or credit card account before repeating the purchase process.
What protection do I have as a customer?
All transactions on our website are made directly between the buyer using payment providers PayPal.
Orders paid with a PayPal account include Buyer Protection, a feature managed by PayPal. PayPal Buyer Protection should only be used as a final step if you cannot reach an amicable resolution with us. Orders placed with a credit or debit card via our website checkout can be raised directly with us if an amicable resolution cannot be reached otherwise. Forward your purchase confirmation email to customercare@misspatina.com with details of the issue and we’ll take it from there. We review all instances of Buyer Protection and card reversals. Unreasonable use of PayPal Buyer Protection, card reversals will lead to account closure and further escalation, in line with our terms and conditions.
How long will it take to deliver my item?
This can vary based on the delivery method that we provide or that you have chosen, as well as where the item is being delivered from or to; we will have specific shipping times on the shipping details section on our listing. Deliveries within your country will normally be quicker than international deliveries, depending on the shipping method chosen. We use shipping services that will allow you to track the delivery. If you want more information, contact customercare@misspatina.com.
How do I change my address or add a new one?
Log into your account and click through to Account>settings>my details. There you can choose to ‘edit’ an existing address or select ‘add an address’.
Please make sure you update/check your address and contact number every time you place an order so that it is easier for us to simply deliver them to your own doorstep.
My item hasn't been delivered, what should I do?
Normally the orders are sent out the next working day when you placed your order. You can then follow up your order and ask for any tracking information that will help locate your order with your order number. Usually with your tracking number provided in your account will you be able to locate your parcel. Thus, it is okay to sit back, relax, and enjoy your parcel in a few days!
*Most items arrive within the estimated delivery time. If you have not received you item in this time, don’t worry as delays do occasionally occur. We ask you to wait 14 calendar days for UK, 21 calendar days or Europe and 30 calendar days for rest of world before you contact us to let us know you have not received your item.
Are there excess charges on items from international shipping?
If you are an overseas buyer you may be subject to import duties and taxes, which are levied once the package reaches your country. Any additional charges for customs clearance must be covered by you; we have no control over these charges and can’t predict what they may be.
Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Miss Patina, you are considered the importer of the item and must comply with all laws and regulations of the country in which you are receiving the goods.
Domestically we use Royal Mail standard shipping, The shipping will normally take 1-3 working days for UK orders,3-8 working days for European orders and 8-15 working days for international orders. However, if you need faster delivery, you could simply pay extra fees to escalate to UPS express.
Assuming your parcel might not arrive on time, simply pray for it, it usually will.
What if I lost track of my parcel?
According to previous situations, the delivery time vary from all kinds of reasons. If you cannot see any update of your parcel, email us via customercare@misspatina.com. We would love to take it from there and try our best to solve your devastation: these are the usual alternatives we provide: 1. We resend your items, as soon as you get two of them, send one back to us; 2. We have relatively no control over oversee parcel deliveries, so there might be a slightly lower chance that we compensate you for your whole order; 3. We would love to excel in this industry so that a win-win situation is applicable under negotiation; 4. Try to contact your local courier companies by yourself, after all, your parcel will be safe and sound in your hands.
Do you provide alteration for your clothes?
Sorry, but we do not provide alteration service at the moment. Please try and find your local tailor.
How often do you restock your items?
Usually we restock our best sellers, usually timeless masterpieces, every month.
Other products/commodities restock maybe in three months. However, we do follow the trend and establish our product seasonally, therefore, we are sorry to inform you that some of our products from past seasons might not be restocked eternally. Don’t get upset yet! Simply subscribe to our newsletters will you be able to receive our latest trends and restocks punctually so that you wouldn’t miss a thing!
How’s the quality of your clothes regarding to your price?
We are an exquisite brand who values no more than quality and service; however, due to the massive production with our highly advanced digital printing technique, some faulty items are inevitable. We would love to offer you refund or exchange the item to minimize your loss and maximize your trust. However, if continuous faulty items are sent to you, please let us know, we will definitely contact our production team to resolve this hideous problem.