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FREE UK DELIVERY & RETURNS | INTERNATIONAL SHIPPING

Shipping & Returns

All orders will be despatched as soon as possible after payment has been received  usually within 2-5 working days depending on levels of demand. If your order is urgent please contact us and we will do what we can to despatch your order as quickly as possible.
Please allow an additional 2 working days on top of the normal despatch period for our monogramming service. 

SHIPPING COSTS

UK

FREE. Delivered next working day after despatch by Interlink Express

(If you provide your mobile at checkout we will send you a text message with a 1 hour delivery slot)

EUROPE £15. Delivered 2- 4 working days after despatch by Interlink Express
US & CANADA

£20. Delivered 5-7 working days after despatch by Royal Mail International Tracked & Signed

(If you need the hat more urgently, please contact us for advice about faster delivery options)

REST OF THE WORLD  For all other destinations, please email studio@penmayne.com for a quote
 
All delivery schedules quoted exclude weekends and Bank Holidays.
All delivery options will need to be signed for so please provide 
a delivery address where someone will be available. If you are not in when the delivery is made, Interlink Express/Royal Mail International Tracked & Signed will either leave you a card and request you collect the package from your local sorting office or instruct you to call the number on the card to arrange re-delivery.

RETURNS

We are very proud of our products and we want you to be as happy with your purchase as we are. If you're not satisfied with your purchase you can return it to us within 14 days of receipt and we will be happy to offer you an exchange or refund. We regret that we are not able to offer refunds on monogrammed products, but we are able to offer an exchange.
We offer free returns within the UK but unfortunately we are not able to offer free returns from outside of the UK. Please see the sections below on the steps you need to follow.
The goods must be returned unused and undamaged with the protective headband in place and the original tags attached. They must also be in their original undamaged packaging. We regret that we are unable to offer refunds or exchange on items that have been worn, marked or damaged or that are not in their undamaged original packaging. We will consider the condition of the goods being returned when making a refund

WITHIN THE UK: 
We offer a free returns service within the UK through the Royal Mail Special Delivery Returns Service
How to return or exchange an item within the UK:

  1. If you intend to return or exchange an item, please call +44 (0)20 3397 9772 or email us at studio@penmayne.com. Please quote your order reference and indicate whether you would like to return or exchange your item(s).
  2. Please then complete the Returns Form (enclosed with your order), indicating whether you would like a refund or exchange and select one of the return reason codes. If you need another copy of the Returns Form please let us know and we can email it to you.
  3. Enclose the Returns Form with your item in its original packaging and attach the Pre-Paid Returns label provided (this should be attached on the top right-hand corner of the postal box). Please note that items must be returned unused and undamaged. They must also be in their original packaging. We will consider the condition of the items being returned when making a refund/ exchange. Please ensure that the packaging is securely sealed when making a return.
  4. Return your package to the Post Office where it will be scanned and sent using the Royal Mail Special Delivery Returns service. Please obtain proof of postage incase you need to produce this at a later date.
  5. Once the item has been received by us, we will contact you to confirm receipt. Refunds will be issued to the original card that was used for the purchase within 7-10 working days of receipt of the return and exchanges will be dispatched within 2-5 working days, subject to stock levels and demand.
  6. Please note that hats that have been monogrammed can be exchanged but cannot be returned.

OUTSIDE OF THE UK:
We regret that we are unable to offer free returns outside of the UK. Any charges incurred for returning items to us for exchange or refund are your responsibility, unless the item is being refunded because it is faulty or has been sent to you in error
When returning goods from outside of the UK, we strongly recommend that you use registered post, recorded delivery or another secure method of delivery from a reputable carrier (we recommend Royal Mail Special Delivery/ Parcel Force Global), retaining the receipt until the recipient has received credit for the returned items. We can only refund or exchange an item if it is returned to us within 14 days of receipt. We regret that we cannot be held responsible for non-delivery of returned goods.
This policy does not affect your statutory rights. 
How to return or exchange an item from outside of the UK:

  1. If you intend to return or exchange an item, please call +44 (0)20 3397 9772 or email us at studio@penmayne.com. Please quote your order reference and indicate whether you would like to return or exchange your item(s). Items must be returned to us within 14 days of receipt. Any returns received outside this time frame are accepted at the discretion of Penmayne of London Ltd.
  2. Return the goods to us at the following address:Penmayne of London Ltd, 14 Elm Place, London SW7 3QJ
  3. We highly recommend you use registered post, recorded delivery or another secure method of delivery (we recommend Royal Mail Special Delivery/ Parcel Force Global). Please ensure you retain the receipt until we confirm receipt of the goods. We regret that we cannot be held responsible for non-delivery of returned goods. Any charges incurred for returning items to us for exchange or refund are your responsibility, unless the item is being refunded because it is faulty or has been sent to you in error
  4. Where goods are returned from outside the UK, please mark the box "returned goods”.
  5. Please ensure that the item is returned to us in its original packaging. Please note that items must be returned, unworn, unmarked and undamaged. We will consider the condition of the items being returned when making a refund/ exchange. Please ensure that the packaging is securely sealed when making a return.
  6. Once the item has been received by us, we will contact you to confirm receipt. Refunds will be issued to the original card that was used for the purchase within 7-10 working days of receipt of the return and exchanges will be dispatched within 2-5 working days, subject to stock levels and demand. Any refund will include the full value of the items returned, including UK taxes, but excluding any taxes or import duties incurred and less the original shipping costs. If you wish to exchange a product, you will be eligible to pay a new postage and packaging charge.
  7. Please note that hats that have been monogrammed can be exchanged but cannot be returned.


DISTANCE SELLING REGULATIONS

Under the Distance Selling Regulations, customers within the EU have the right to cancel the contract for purchase of certain goods with Penmayne of London Ltd at any time within the seven working days of the day after the day on which the customer receives the goods (the ''seven day cooling off period''). To cancel your contract within the seven day cooling off period please notify us in writing by email studio@penmayne.com or by post before the expiry of the cooling off period. Please package the relevant goods securely and send them to us. All returns must be in perfect condition and with their original packaging and tags. If we receive notice of your cancellation of this order within the 7 day cooling off period, we will refund the purchase price for that item together with any postage charge.
We highly recommend you use registered post, recorded delivery or another secure method of delivery. Please ensure you retain the receipt until we confirm receipt of the goods. We regret that we cannot be held responsible for non-delivery of returned goods.

Please note that this is not a full statement of your rights under the Distance Selling Regulations.

Please send returns and exchanges to: Penmayne of London, 14 Elm Place, London SW7 3QJ 

If you have any further queries about our Delivery & Returns Policy please contact us on +44 (0)20 3397 9772 or studio@penmayne.com. We are here to help.