We will intend to dispatch all online orders within 5 business days of receipt of order. If the dispatch of your item is delayed, we shall contact you to give you an update.
We use standard domestic and international shipping volumetric shipping rates to all our items. Duties are included in the shipping price.
You have a right to return your order under the distance selling regulations for any item purchased on a fixed priced sale for a full refund within 10 business days after receipt. However, you must take reasonable care of the item/s. You will be responsible for the shipping costs both to and from your address. In the event that you decide to return an item, the original shipping cost to you shall be refunded. However, we do not cover the cost of shipping of returned items.
To cancel your order you must advise us by writing to firstname.lastname@example.org. All parcels are sent back at your own risk. We would advise using recorded delivery as the parcel is not our responsibility until we sign for it.
Also the right to cancel and return for a refund does not apply to the following: "personalised goods or goods made to a consumer's specification" this includes all bespoke custom orders either placed on the website or over the phone.
PLEASE NOTE: We will only accept the return of item/s if sent back in original unused condition with proof of purchase; we reserve the right to reject items returned in an unsaleable quality, this includes any items that smell of smoke and items returned in unsuitable packaging.
Please send returns to:
Penny Morrison Ltd,
Unit 3, Barracks Farm,
Oxon, OX10 6AZ
Should you have misplaced your returns form, please be sure to include your name, email and order number if available. We cannot process returns without a proof of purchase.
Unfortunately we are unable to process returns for an exchange, or credit notes.
All refunds will be processed via the same payment method used at the time of purchase. We will aim to process all returns within 10 working days from receipt of the goods, however please note that during busy periods this may take a little longer.
LOSS & DAMAGES
Please note that we are not liable for any costs associated with your return, or for the loss or damage of the item on its return. Due to this, we suggest you obtain a proof of posting when returning items, sending it via a tracked and signed for service.
Please note that we reserve the right to refuse a return should it not arrive in a sellable condition.
Should you believe that your item is faulty, please do notify us within 24 hours, and we will look to remediate the issue as soon as possible.
Please note that all of our products are handmade and as such there may be slight variations between products.