We do not offer purchase on invoice but with payment methods such as Paypal you have the option to pay your order later.
Please note that these payment methods may vary depending on the country. The available payment methods can be viewed at checkout.
You will receive your receipt with an order confirmation in an email from us, once your purchase has been successfully placed in our system.
We are really sorry that you are experiencing problems paying for your order.
Please try to change your browser and try to order again. In most cases this will solve the problem already.
If it still doesn’t work, please clear your cache and cookies and try to complete the purchase on another, more recent device. Sometimes, payment errors can be caused by a local device issue.
If it still doesn’t work, please contact us via email contact@patandfrankie.com and send us a screenshot of the displayed error message.
As soon as your order leaves our packing station (aka Pat’s Mom), you will receive a shipping confirmation with all the details about your order and a tracking number which can be used to track your order and the expected delivery date.
All products that are made „on-demand“ (t-shirts, sweater, hoodies, etc.) get shipped to you directly from our producer.
As we live on a sailing boat and move around, we cannot send directly from our boat, therefore we have a storage located in Germany. We have made the experience, that our shipping provider DHL/Hermes processes and distributes in a timely manner. Shipping costs for our insured shipping depend on the delivery area. You can find a list of our delivery areas and shipping costs in the following table or when you order at check-out.
All products that are made „on-demand“ (t-shirts, caps, hoodies, etc.) get shipped to you directly from our producer. As these items are made after your purchase, especially for you, it takes a bit longer until they arrive at your doorstep. Please keep this in mind when ordering.
We ship to the following Countries:
Australia, Austria, Bahamas, Belgium, Canada, Croatia, Czech Republic, Denkmark, Finland, France, Germany, Greece, Grenada, Hungary, Ireland, Italy, Luxembourg, Martinique, Netherlands, New Zealand, Norway, Poland, Portugal, Saint Lucia, Saint Martin (Dutch Part), Saint Martin (French Part), South Africa, Spain, Sweden, Switzerland, United Kingdom (UK), United Stated (US), Virgin Islands (British)
If the destination you are looking for is not included please write us an email to contact@patandfrankie.com and we will do our best to serve you!
We work together with German DHL/Hermes and send all parcels climate consciously with DHL „Go Green“ at following at rates:
Germany: free shipping on shirts, caps & hoodies | 4,49€ | free shipping on orders over €100
EU: free shipping on shirts, caps & hoodies | 8,48€ | free shipping on orders over €200
Switzerland, UK: shirts, caps & hoodies 8,49€ |14,49€ | free shipping on orders over €300
Canada, US: shirts, caps & hoodies 4,49€ |19,49€ | free shipping on orders over €500
Caribbean Islands, South Africa: shirts, caps & hoodies 10,49€ | 19,49€ | free shipping on orders over €600
Australia, New Zealand: shirts, caps & hoodies 10,49€ | 19,49€ | free shipping on orders over €700
If the destination you are looking for is not included please write us an email to contact@patandfrankie.com and we will do our best to serve you!
As we live on a sailing boat and move around, we cannot send directly from our boat, therefore we have a storage located in Germany. Our logistic distributor aka Pat’s mom will pack and send your order containing Hi Aponchos, Coffees and Matcha and our Captain’s Bracelet.
Shirts, hoodies and sweater are send to you directly by our producer in the UK. These products are made especially for you as soon as you place an order, which is why it takes a little bit longer to deliver. Giving you an eco-friendly option to ensure the incredible world we live in, isn’t sacrificed with overproduction. Thank you for purchasing thoughtfully! Please note that these products are custom-made just for you, so they can’t be returned. For more details, please check our returns note.
For orders to the European Union, we will cover the customs charges and taxes, which means there are no additional fees here. Other international orders may be subject to import duties and taxes once the order reaches its destination country. These potential additional charges are not covered or refunded by us. Since import duties and taxes vary from country to country, we recommend that you contact your local customs office for more information before placing your order.
As soon as your order leaves our packing station (aka Pat’s Mom), you will receive a shipping confirmation with all the details about your order and a tracking number which can be used to track your order and the expected delivery date.
If you have not yet received a shipping confirmation and would like to change your order, please contact us as soon as possible at contact@patandfrankie.com. We will do our best to process your request before your order is shipped, but unfortunately, we cannot guarantee this.
Our shirts, hoodies and sweaters are produced right after you place your order. Please note that these products are custom-made just for you, so they can’t be returned. For more details, please check our returns note.
We are very sorry that you received a defective product. We ensure the best quality when packing your order but do not have influence on the shipping process. Please take a picture or video of the item that clearly shows the defect and email us at contact@patandfrankie.com with the attached picture and your order number.
We are very sorry that you received the wrong item. Please take a picture of the item you received, the delivery bill that says what you should have received instead. Email us at contact@patandfrankie.com with the attached picture and your order number. Please be assured that we will solve your problem quickly!
Please check that our emails have not ended up in your spam folder. Also, please make sure that you have used your correct email address. If you think you have entered the wrong email address, write to us at contact@patandfrankie.com and we will be happy to change that for you.
We document all packing before they are sent. If there is an item missing from your order. please send us a picture of the package, the delivery note and the contents of your package to contact@patandfrankie.com.
You will find your order number in the order confirmation sent to your email address after your purchase. You will also find your order number in the shipping confirmation you received after your order was shipped.
Don’t worry – your refund will be initiated as soon as we’ve processed your return! Returns are accepted by our logistics partner (aka Pat’s Mom) and once the returned produced is inspected, the process is stated in our system.
For detailed instructions and information on your cancellation right, please check out our returns guidelines.
Unfortunately, we cannot offer general exchanges for all products at this time. If you would like to exchange an item, you must return your original order for a refund and place a new order.
After receiving your order, you have 30 days to return it. We accept returns where the product is in a new, unworn, and unopened condition. We ask you to use the original packaging for the return and to enclose the boxes and pouches intact.
Before starting the return process, please check out our returns guidelines for detailed instructions and information on your cancellation right.
Please note, our shirts, hoodies and sweaters are produced right after you place your order. Please note that these products are custom-made just for you, so they can’t be returned. For more details, please check our returns note.
1. Send us an email
We kindly ask you to register your return with us by sending us an email to contact@patandfrankie.com. Containing your order number and e-mail address that you used for your purchase, as well as your wish to return your product. You can find your order number in your order and shipping confirmation.
2. Processing your request
We will process your request as soon as possible. Once your return has been noted in our system you will receive the return address in an email from us.
Please send your parcel with your selected partner to the German address written in the E-mail from us.
3. Send your return back to us
Please back the to be returned items safely in a package and add a handwritten note with the order number, your name and email-address. This will help us to assign your return correctly. Please also make sure that a sender is indicated on your return package.
We recommend sending the parcel insured and with a tracking number so that your return is protected in the event of loss or damage. This way, you can also track the return status of your return and know exactly when it has arrived. We accept no liability for lost returns or damage.
Please note that as a young company, especially in terms of sustainable consumption, we unfortunately do not offer free returns.
4. Receive your refund
As soon as we have received your return, we will check the condition of the item and will endeavor to process it within as soon as possible and refund the amount to your original payment method. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
You will receive a confirmation from us as soon as the amount of your return has been refunded.
For detailed instructions and information on your cancellation right, please check out our returns guidelines.
In general, returns can be sent back to us within 30 days after receipt. Please view the returns guideline for products excluded from returning.
Our shirts, hoodies and sweaters are produced right after you place your order. Please note that these products are custom-made just for you, so they can’t be returned. For more details, please check our returns note.
You can register your return by sending us an emaill to contact@patandfrankie.com, containing your order number and email address that you used for your purchase, as well as your wish to return your product. You can find your order number in your order and shipping confirmation. You can find detailed information about the return process and the return address in our returns guideline.
Returned products must be in its original condition: Boxes and pouches must be unopened and intact. All products must be new and unworn. Items that is damaged or can be proven to have been worn will not be refunded. We ask that you use your original packaging for returns, if possible.
Please note that as a young company, especially in terms of sustainable consumption, we unfortunately do not offer free returns.
If you have any questions about your order, look for a personal consultation, or have any other general questions, please send us an email to contact@patandfrankie.com. We will answer your request as soon as possible. Please note that your question may already be answered in our FAQs.
Another way of contacting us, whether it’s for business inquires or just to say hello, is through the contact forms at the bottom of each of our webpages. We are looking to hear from you!
To ensure that your HI Aponcho lasts as long as possible and to help protect the environment, it is best to wash it in the washing machine at 30-40 degrees Celsius.
If it gets really dirty, it can withstand up to 60 degrees, but you shouldn’t wash it too hot too often. Your Aponcho also tolerates tumble dryers well, but here again – we would advise against using one too often. Strong sunshine can cause the Aponcho to fade after a while. To prevent this, it is best to dry it in the shade.
After opening your HI Matcha store it in a refrigerator. Make sure to close the package airtight, to prevent the Matcha from loosing freshness.
For best before, see the bottom of the package.
Feel free to leave us a comment on YouTube or Instagram, or in the contact form below! For questions related to our online shop, check out the customer service section.
