Padelheim Heritage Graphic Hoodie

Returns and Cancellations

Padelheim offers a 30-day returns period beginning on the day you receive your order, subject to

the terms and exclusions set out in our Returns Policy.

As our products are made to order, we encourage customers to check product information and

size guides carefully before purchasing.

Making an item to order does not affect any statutory rights that apply to eligible online purchases.

Please refer to our Returns Policy for information about cancellations, returns, return postage,

product condition requirements, refunds and any items that cannot be returned.

Need Help?

For questions about your order or delivery, please contact the Padelheim team using the details

provided on our Contact Us page.

Please include your order number and the email address used when placing the order so that we

can assist you as quickly as possible.

How Our Orders Are Fulfilled:

All Padelheim clothing and merchandise is made to order.

Once you place an order, it will be sent to our fulfillment partner, who will produce, prepare and

dispatch your items directly to the delivery address provided at checkout.

Because every item is produced specifically for your order, delivery may take longer than it would

for products held in stock. This made-to-order approach allows us to offer a wider range of

products and sizes while reducing unnecessary stock and waste.

Padelheim remains responsible for your order and should be your first point of contact if you have

any questions or experience a problem with your delivery.

Order Confirmation:

Once your order has been placed, you will receive an order confirmation email containing the

details of your purchase.

Please check your order details, selected sizes and delivery address carefully.

Production may begin shortly after your order is received. Although we will try to accommodate

requests, we cannot guarantee that an order can be changed or stopped once production has

started.

This does not affect your statutory cancellation or consumer rights.

UK Delivery

We currently deliver to addresses throughout the United Kingdom.

Our estimated delivery time-frame is:

5–10 working days from the date your order is placed.

Working days are Monday to Friday and exclude UK bank holidays.

The estimated time-frame includes the production, processing and delivery of your made-to-order

items.

Delivery times are estimates rather than guaranteed delivery dates. Any applicable delivery charge

will be clearly displayed at checkout before payment is completed.

Split Deliveries

Items from the same order may occasionally arrive separately.

This may happen if products are produced or dispatched from different fulfillment locations, or if

individual items are completed at different times.

You will not be charged any additional delivery fees if your order is divided into more than one

shipment.

Delivery Delays

We aim to deliver orders within 5–10 working days. However, delays can occasionally occur due to

production requirements, unusually high order volumes, courier disruption, severe weather, bank

holidays or other circumstances outside our reasonable control.

Where we become aware of a significant delay, we will provide an update wherever reasonably

possible.

If your order has not arrived after 10 working days, please contact us so that we can investigate its

status.

Incorrect Delivery Information

Customers are responsible for providing a complete and accurate delivery address at checkout.

Please contact us as soon as possible if you notice an error in your delivery information. We will

try to correct it, but we cannot guarantee that changes can be made after an order has entered

production or been dispatched.

Padelheim cannot accept responsibility for delays or failed delivery attempts caused by incomplete

or incorrect delivery information provided by the customer.

Additional delivery charges may apply where an order must be sent again because an incorrect or

incomplete address was provided. We will explain any applicable charge before arranging

re-delivery.

Missed or Refused Deliveries

Customers are responsible for making suitable arrangements to receive their order.

Where a delivery attempt is unsuccessful, the courier may leave instructions for re-delivery or

collection from a local collection point.

If an order is returned to the fulfillment partner because delivery was refused, repeatedly

unsuccessful or not collected within the courier’s stated time-frame, please contact us.

An additional delivery charge may apply before the order can be sent again, except where the

failed delivery was caused by an error by Padelheim, our fulfilment partner or the courier.

Missing, Damaged, Incorrect or Incomplete Orders

Please contact us as soon as possible if:

• your parcel arrives damaged

• an item is missing from your order

• you receive an incorrect item

• an item is faulty

• your order has not arrived within the expected delivery time-frame

Please provide your order number and, where applicable, clear photographs of the item,

packaging and delivery label. This will help us investigate the issue with our fulfilment partner or

delivery provider.

Please keep the item and any damaged packaging until the matter has been resolved, as

photographs or further information may be required as part of the investigation.

Parcels Recorded as Delivered

If you have been informed that your parcel has been delivered but you have not received it, please

contact us within 7 days of the recorded delivery date.

Before contacting us, please:

• check around your property and any designated safe places

• ask neighbours or other members of your household whether they accepted the parcel

• review any delivery notes or photographs provided by the courier

• check whether the parcel has been taken to a local collection point

  
  

If the parcel still cannot be located, we will raise an investigation with our fulfillment partner or the

courier.

These investigations can take several working days to complete. If the parcel is confirmed as lost

or incorrectly delivered, we will arrange an appropriate replacement, refund or other resolution in

accordance with your consumer rights.

Need Help?

For questions about your order or delivery, please contact the Padelheim team using the details

provided on our Contact Us page.

Please include your order number and the email address used when placing the order so that we

can assist you as quickly as possible.