Frequently Asked Questions

This may be because you didn’t create an account when you initially subscribed, or because the email you are using is different to the one you subscribed with. Please contact us at contact@patchmagazine.co.uk asking for an ‘account invite’ and we’ll send you a link straight away.

Digital magazines will be sent to your inbox by the 7th of each month.

Please bear in mind that we operate on a pre-order basis and our monthly subscription cycle begins at 00:00 on the 25th (London, UK time). So, the date of your first emailed issue depends on the day you start your subscription. For example, if you start your subscription:

Between the 1st to the 24th, you will be emailed the next month’s issue.

Between the 25th to the 31st, you will be emailed the month after the next month’s issue.

(If you missed an issue you wanted, you can always buy a copy on our shop page)

If your digital magazine hasn’t arrived in your inbox the month that it was issued (e.g. you haven’t received your January issue in January), we’re so sorry! Kindly reach out to us via contact@patchmagazine.co.uk so we can sort this out.

SUBSCRIPTIONS: 

We aim to ship our magazines within the first week of the month, though this may vary by a day or two depending on the speed of our provider.

Please bear in mind that we operate on a pre-order basis and our monthly subscription cycle begins at 00:00 on the 25th (London, UK time). So, delivery of your first issue depends on the day you start your subscription. For example, if you start your subscription:

• Between the 1st to the 24th, you will receive the next month’s issue.
• Between the 25th to the 31st, you will receive the month after the next month’s issue.

ROYAL MAIL POSTAGE TIMINGS:

UK delivery aim : 1-2 working days

Europe delivery aim: 3-5 working days - but can take up to 14 working days

Worldwide delivery aim: 6-7 working days - but can take up to 14 working days

EXTRA COPIES: 

These are shipped within 1-3 days of ordering.  Multiple orders for overseas customers are always sent separately (to keep to 'Letter' post under 100g).  They will be marked 1 of 4 etc.

If your magazine hasn’t arrived within the month that it was issued (e.g. you haven’t received your January issue in January), we’re so sorry! Kindly reach out to us via contact@patchmagazine.co.uk so we can sort this out.

EXTRA MAGAZINES - Standard delivery only

ROYAL MAIL UK - FIRST CLASS:

Once 'fulfilled', delivery takes approximately 1-2 working days

ROYAL MAIL INTERNATIONAL - STANDARD

Once 'fulfilled', Royal Mail aims to deliver in 6-7 working days.  However, we recommend allowing up to 14 working days to cover any unforeseen delays. 

NB Standard delivery abroad does NOT PROVIDE TRACKING - however, this is the most economical service and takes the same amount of time as Tracked.  Please remember, we are always here to positively resolve any difficulties or non-receipt. 

SUBSCRIPTION MAGAZINES - Standard delivery / Tracked / Signed for

International customers

You can choose between Standard post or 'Tracked'.  Tracked won't get your package to you any quicker, but will give you the peace of mind of a tracking number to see its progress and location.

UK customers

You can choose between First Class or First Class 'Signed for'.  If you choose 'Signed for', you will get a tracking number and will be able to track its progress and location.

NB If you'd like to change mid-subscription to 'Tracked' or 'Signed for', you will need to start a new subscription.

POSTAL COST VARIATIONS

Due to periodical price increases by Royal Mail, you may notice slight increments in delivery costs now and again. We endeavour to keep delivery costs as low as we possibly can, but unfortunately, these third party costs are out of our control.

Of course, if you find you can no longer afford the postage, you can contact us at any time to review / refund your order, as long as you let us know before the end of the month.

PACKAGING

If you are overseas and have ordered multiple copies, packages will be sent individually to keep under 100gms weight ('Letter' post).  We will label them 1 of 3 etc so you know which ones are on their way.

We use re-cyclable envelopes and like many businesses have eliminated packaging slips as an initiative to reduce packaging waste.  Any details regarding your purchase can be found on your account page.

Subcription and extra magazines:  We seldom hear of customers being charged customs tax on receipt of their package, as we send our magazines via 'Letter' post.  However, if you are asked to pay customs and handling fees on delivery you can either:

• Pay the customs tax (this will be approximately 17 – 21% of the magazine cost), plus a handling charge by the courier), OR
• Refuse payment and keep the receipt/proof. On the first occasion this happens, we can send you a digital magazine for that month's issue, and will provide a full refund.

Please bear in mind that you can cancel your subscription at any time, and always have the option to switch to a digital subscription.

Unfortunately, these fees are out of our control, and to counter this, we make every effort to keep baseline postage costs as low as possible.

It is actually more advantageous for our customers if we send packages separately.  This is because it keeps the package weight under 100g, meaning it qualifies for Royal Mail 'Letter' post.  The benefits of this are:

·        It stops you having to pay hefty international 'Parcel' or courier postage fees

·        It does not require a customs sticker which causes magazines to get stuck in customs depots (sometimes for weeks)

·        And finally, it saves you paying any local customs / handling fees when the magazine is delivered to your door 

Your magazines may arrive on different days, but will always be marked eg. 1 of 4, 2 of 4 etc.  Please give a little time between deliveries for the full order to arrive.

Firstly, login to your account on our shop page. If you haven't created an account yet, you can do this at anytime using the same email address that you initially subscribed with.

Once you've logged in, select 'view your subscriptions', then click on your subscription number and under ‘payment method’ select ‘update’.

A secure link will then be sent to your email address to update your billing details.

If you are still having issues, please contact us.

We're sorry to see you go!

You can cancel or pause your rolling subscription at any time.  You are not obligated to continue with any subscription type or period.  There is NO cancellation fee.

You can cancel via:

• your subscription account on our website, or 
• emailing us directly, stating your name and order number, or
• directly with your bank.

Please note that you may also need to cancel any direct debits directly with your bank.  We recommend doing so to avoid any unwanted payments being taken.

XP rewards can be used towards extra magazines and digital copies and have no expiry date.  1 XP point = 1p

To see how many rewards you have, click the bottom right rewards icon on your account page.

We're also looking into other exciting products to add to our website, so keep your eyes peeled 👀