Sellers Frequently Asked Questions

The majority of sellers ship worldwide. Collectible Pattern Sellers make use of DHL Express and Fedex for all international shipping of patterns, and PUDO, Aramex and Paxi for South African nationwide deliveries.

Sellers can specify a processing time for items they sell. The processing time can vary from 1 – 5 working days. If the seller specified a processing time, you can see that on the item listing page under the Shipping and return policy. You’ll see ‘Ready to ship in XX days’. The number of days is the processing time. One item in order: If the processing time for your item is a range, like “3–5 business days,” we use the end of the range to determine when you can open a case or leave a review. In the example above, we’d use 5  business days.

If it is a digital/pdf pattern then your order is immediately available for download as soon as you make payment.

For physical patterns normally, your order will be delivered between 7 to 35 business days, and the delivery time will depend on the following factors:

Item Processing Time: The processing time is the time it takes for the seller to prepare the item(s) for shipment. There are different processing times for different items depending on product category and volume. Usually, it is around 3 to 15 working days—specified by the seller according to the item’s stock status.

Shipping Method: Delivery time varies with the shipping method. Time in transit varies depending on where you’re located, where your package is coming from, and local customs regulations.

Please note that due to national holidays or force majeure factors, shipping time frames may be delayed, and you will need to contact the seller for further details regarding the delivery status of your order, you can do that from your account or contact us for help. (order ID will be needed)

You can change the address before it is shipped, as long as the new address corresponds with the original shipping country. If you need to change the shipping country, you’ll have to cancel this order and place a new order, with the correct address. To cancel your order, message your seller within the order or contact our customer service team for help.

Step 1:

In order to buy something you need to first register as a customer.

This is a quick and easy process.

Step 2:

Search for a pattern you would like to buy by using the categories or sub-categories.

Step 3:

Once you have found your item, click on the title to reach the ‘Item’ page. Read this page carefully. Take note of the item, transaction and Seller’s details. Know the ‘Warranties’, ‘Guarantees’, ‘Payment Methods’ offered and the ‘Shipping Charges’.

Step 4:

Click on the add to cart button.

Step 5:

Proceed to checkout, enter your banking details via one of our safe and secure payment gateways.

Step 6:

You will receive an email confirming your payment that has been received and your products you have purchased.

Step 7:

You will receive an email from the seller/shop with a tracking number of your parcel that is being shipped to you.

Step 8:

Rate the seller/shop based on their service and quality of product you have purchased.

Step 9:

Enjoy your pattern/s you purchased.

We provide a safe payment gateways for our buyers. You can pay with your debit or credit card, or make an EFT via Yoco, who accepts South African Rands and international currencies.

To see the details of any orders you may have placed through Collectible Patterns, sign in to your My account account and go to the buying tab. Then click on the orders link under purchases.

Each order has a unique reference number for each seller/shop, so payments cannot be combined for different sellers. You must pay each seller/shop separately, using the relevant payment reference. You can combine payments to a specific seller if you are buying more than one item from that seller.

1. Simply login to your account to view the latest status. You can also check the tracking from the order shipment email to keep track of the order as it moves along our processes.
   2. You can trace your parcel by visiting the courier’s online tracking system please note that it might take up to a few working days for the courier to update the shipment status after the order is picked up.
   3. Please contact our customer service team if you have any problems tracking your order.

My tracking is not valid

On the day that your order is ready to ship, your seller will assign a unique tracking number. Until logistics scans that number and loads it into the truck (it may take up to 6 business days), it will show up as invalid. For international express delivery methods (FedEx, DHL, USPS), your seller might provide you with 2nd, redirected tracking number for the same order.

Why my order is ‘unshipped’?

Unshipped: The seller hasn’t shipped the order yet or didn’t update the order on Collectible Patterns.
Each seller has set processing days that are visible on the product pages. Processing day is the time needed for your seller to prepare and ship out the package.
Tracking numbers are usually provided within 3-6 business days following the date order is placed, and it varies on the arrangement of an order.
We will notify you by email when your order will be shipped out by your seller. If your order doesn’t ship in 6 business days, please contact our customer support team for help.

When will I receive my refund?

Full refunds will be processed for the cancelled orders immediately after the order cancellation. The refunded orders have the status ‘refunded’ rather than cancelled. You need to request a refund within 48 hours of receiving your pattern/s if the pattern you purchased is not as described in the product listing.

Note: As we are operating as a marketplace that allows verified sellers to list, manage and sell products using our platform, at this stage, we are not able to process returns or exchanges without receiving a manual refund request for that operation within 48 hours of receiving your pattern. Need help? Contact us at info@collectiblepatterns.com Our response time is 24-48 hours.

How do I return a product?

Since Collectible Patterns is a marketplace (platform), we encourage you to reach out to the seller directly if you experience an issue with your order. Sellers can solve most problems with orders. However, if you are not satisfied with the product(s) you have received, you have the option to return the goods to the sender under the following return policy.

– You should contact the seller through your account, and specify the reason for the return. You will then be provided with further information on the return process.
– Returns requests will only be accepted 48 hours of the delivery date.
– The buyer will be responsible for all the shipping fees involved (if otherwise stated in the seller’s refund and return policy visible on the product pages).
– The product being returned must be unused, in its original condition. NOTE: no refunds are permitted for digital/pdf patterns.

You need to have rated the Seller within 48 hours of receiving your purchase in order to qualify for a refund or return.

– Refunds will be issued back to the original payment method only.

Usually, the customer bears the return cost. However, if a mistake has been made by the seller (not as described), then the seller covers the return cost. Need help in the process? Please contact our customer service team before returning any product(s).

Do you offer gift returns?

At the moment, we’re unable to offer an exchange or refund to the gift recipient.
To return your purchase, we’d need the holder of the original payment method to get in touch with us so we can assist further.

Collectible Patterns Stores who ship internationally need to use DHL Express and Fedex as the Collectible Patterns preferred international Courier.

Collectible Patterns Stores who ship locally within South Africa are required to make use of the following Collectible Patterns preferred Shipping Couriers:

Aramex (Store-to-Door)

Paxi (PEP Stores)

Pudo (Locker-to-Locker)

The user has the right to return the item to the Seller if it differs significantly from the photo or the description. After an item is returned to the Seller the transaction is and should be cancelled, then the money will be refunded to the Buyer.

Preconditions for it:

Within 48h after receiving the item:

A:         the Buyer has informed the Seller via Collectible Patterns messages about the wish to return the item, and

B:        the Buyer has rated the Seller via the Collectible Patterns site.

1. Payment for the purchase was done through Collectible Patterns’s safe payment gateways i.e. Yoco for instance.

Our Buyer Protection only applies if you paid via our secured payment platform i.e. YOCO or OZOW on the site when making a purchase. If not, please arrange the return and refund directly with the seller, as we won’t be able to help.

Returning process:

1. The Buyer informs the Seller about the wish to return the item and the reason(s) for it;
2. The Seller shares the return details with the Buyer. Unless an alternative agreement is made, the item should be returned via the same delivery method which was used to ship the item in the first place and the Seller should share the same amount of details for the return that were provided by the Buyer for delivery;
3. The Buyer will send the item and pay for the return postage;
4. Seller receives the item and cancels the order;
5. Collectible Patterns transfers the initially deposited money back to the Buyer’s Collectible Patterns account.

The Buyer and Seller may always agree on an alternative solution for returning the item or solving the matter (e.g. discount).

If the Buyer and the Seller fail to agree or are unable to get in contact with each other, then both sides may contact Collectible Patterns for assistance via customer support icon in Collectible Patterns or via email (support@collectiblepatterns.co.za). If necessary, Collectible Patterns will make additional inquiries to the Buyer and Seller to resolve the situation. If one of the parties does not respond to the inquiry within 48h, Collectible Patterns may make a decision in the favour of the other party.

Important:

The Buyer must return the item in the same condition as it was received (i.e. item should not be washed nor used and still have original tags on it, if it came with tags).

If an item gets returned, both parties have to cover one of the shipping costs – the Seller pays for initial shipping to the Buyer and the Buyer pays for the return shipping to the Seller.

“No Returns/No Refunds” or “Return not possible” in the store descriptions has no basis (except for perishable goods which is not returnable due to the nature of the goods), as they violate the terms of the Collectible Patterns user agreement. Therefore, the Buyer always has the right to return the product to the Seller under the conditions mentioned above.

Refund Cases:

• My item hasn’t arrived.We encourage reaching out to the Seller to notify them of your purchase if there’s no reply in a few days contact our Support Team.
• My item was damaged in transit.We know you had no role in packing and it is the Seller’s responsibility to ensure their items are packaged safely. We will instruct the Seller to contact their Courier Helpline with the parcels tracking number as they can offer better insight and assistance with the progress and status of your deliveries. In connection with an order, the Seller will have to cancel the order as your purchase has been lost and you will not receive their goods

Please Note:

If a user cancels the order after the payment, then Collectible Patterns has the right to deduct the commission fee from the user’s account before payout. This is usually only done in case the reason for cancelling is malicious (e.g. directing a transaction outside of Collectible Patterns, COD) or repeated negligence. This is necessary in order to protect Collectible Patterns’s users and Collectible Patterns.