City Cats of Istanbul

Delivery Times (Australia & International)

Once your order is received and the items are in stock, we aim to ship within 24 hours. Our cut off time for orders is is 12pm AEST Monday to Friday excluding Public Holidays.

Occasionally some items may go on sale as Pre-Order. You will still be able to place your order and the items will be shipped as soon as they arrive in our Melbourne warehouse.

Once your order has shipped, we will send you an email with a tracking link.

If you do not receive your order within 7 working days of your dispatch email, please email hello@pataralife.com.au so we can investigate and resolve the issue.

Please be aware that domestic freight congestion can sometimes be the cause for slow arrival of goods and once a product is shipped from our warehouse, arrival times are often out of our control.

Sustainable Packaging

All orders are packed in sustainable bio-degradable packaging with no plastic wrapping. Please keep any packaging for any returns or simply re-use before disposing responsibly.

Shipping Rates 

Within Australia

• Free shipping for orders over $120 within Australia excluding wholesale orders
• Standard shipping of $12 applies for orders below $120
• Express shipping of $15 is also optional and available at checkout.

International Shipping Fees

New Zealand: Flat rate shipping is available for AUD $20 for consumer orders (excluding wholesale which is calculated based on weight/size of order)

All other countries: Standard International shipping is calculated at checkout and is required to be paid in full.

United States Shipping & Duties/Taxes:

All orders to the US will be Delivered Duty Paid using Australia Post  - for more information please see here.

Other International Duties & Taxes: All international orders may be subject to duties and taxes. These can include customs and import taxes established by local customs authorities and may be government import requirements. This payment is the customer's responsibility, and Patara Life has no control over this and will not refund customers for any charges incurred.

Please get in touch with your local customs office if you are unsure about additional duties and taxes required for international online orders. 

Non-Delivery & Returned to Sender

Patara Life is not responsible for parcels that are returned due to incorrect, incomplete or undeliverable addresses provided at checkout.

It is the customer’s responsibility to ensure all shipping details are accurate prior to completing their order.

If a parcel is returned to us due to:

• Incorrect or incomplete address

• Failure to collect from the carrier

• Unsuccessful delivery attempts

• Refusal of delivery

The customer will be responsible for the cost of re-shipping the order.

Original shipping costs are non-refundable.

If the customer chooses not to have the order re-shipped, a refund will be issued for the product value only, excluding original shipping costs and any return shipping fees charged by the carrier.

International Orders:
If a parcel is returned due to unpaid customs duties or taxes, any additional charges incurred will be deducted from the refund amount.

International Shipping to Freight Forwarders

1. Australian Consumer Law & Transfer of Risk Nothing in this section is intended to exclude or limit your rights under the Australian Consumer Law (ACL). However, Patara Life acknowledges that customers may choose to use third-party Freight Forwarding services. If you provide an address for a Freight Forwarder or third-party shipping hub, Patara Life’s responsibility for the goods, and the risk of loss or damage, ceases entirely once the order is delivered to and signed for at the initial Australian shipping address provided at checkout.

2. Returns and Exchanges We do not accept "Change of Mind" returns or exchanges for any items that have been handled, processed, or forwarded by a Freight Forwarding company. For items that are faulty or do not meet consumer guarantees, Patara Life will honor its obligations under the ACL. However, our liability for shipping costs is limited to the transport between the original Australian delivery address and our warehouse. The customer assumes all costs, logistics, and risks associated with returning the item from an international location back to Australia.

3. Original Packaging and Re-packing Patara Life takes great care in packaging items to ensure they arrive safely. If a Freight Forwarder opens, inspects, or re-packs goods into different packaging, Patara Life is not liable for any damage or breakage that occurs during subsequent transit. Any claims for damage must be supported by evidence that the damage existed at the time of delivery to the Australian Freight Forwarder, prior to any re-packing or further transport.

4. Customs, Duties, and Taxes The customer (the importer of record) assumes sole responsibility for all compliance with the laws and regulations of the destination country. This includes, but is not limited to, the payment of all import duties, customs fees, Value Added Tax (VAT), or any other local taxes payable upon entry into the destination country. Patara Life will not provide refunds for items abandoned at customs, seized, or returned due to the non-payment of these fees.

Wholesale / Retail Shipping (Australia wide only)

Sydney, Melbourne, Brisbane & Adelaide (Metro areas only) Flat rate of $40 (up to 10kg) is applicable per order.

NSW, QLD, SA & WA Regional cities - Flat rate of $65 (Up to 10kg) is applicable per order.

AU Rural - AUS Post rates at time of order.

For volume orders requiring more than one box, freight will be calculated as per order basis. Please get in touch with Patara Life directly for large volume orders.

PRODUCT AVAILABILITY

All our styles on our website are available if stated with stock levels. If an item is marked “out of stock”, we can still process orders but it will mean a longer waiting period as we custom make our garments and towels in Turkey based on demand.

This waiting period for “out of stock” orders could take up to 8-10 weeks taking into consideration production and shipping timelines. Please email hello@pataralife.com.au if you would like to receive further information on out of stock items and are looking to place a bulk order.

Once products are received into our stock in our Melbourne warehouse, your backorder will be dispatched to you forthwith if payment was received in full at the time of your order. If there is an outstanding balance on the order, your products will be dispatched once the balance of payment has been received.

RETURNS & EXCHANGES POLICY

We have a 14-day return and exchange policy, which means you have 14 days after receiving your item to request a return for whatever reason.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@pataralife.com.au. Items sent to us without first requesting a return will not be accepted.

Please note that returns will need to be sent to Melbourne, Victoria with your order number.

For all returns, you will be responsible for the return postage. Patara Life is not liable for the loss of an item being returned so we recommend that you return it using registered mail.

You can always contact us for any return question at hello@pataralife.com.au

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

Please get in touch with us if you would like to exchange colour or size - once you send the original item, we will be able to do a direct swap and post back to you. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@pataralife.com.au

Please note some of our garments and towels may have colour variations due to hand dyed yarn that is used in different order batches - this is not considered a fault.

Refund will include the amount paid for the product less any discounts and shipping paid for at the time of ordering.

Sale items are not returnable or refundable.

ORDER CHANGES AND CANCELLATIONS

Please ensure all details are correct as all orders are final and cannot be cancelled once the order has been confirmed for dispatch.