Shipping

All orders are shipped direct from Helen's studio in Bournemouth, UK. 

Orders are processed Monday to Friday and will be shipped within 3 working days of being placed. Please allow 4-6 weeks processing time plus shipping for custom cushions & 2 weeks for custom portraits.

Custom Pet Pillows

Current lead times for creation are 4-6 weeks. Order before 10th November for Christmas delivery at the current price (there will be a fast-track option at a charge)

United Kingdom

FREE!

UK Royal Mail Tracked & Signed Delivery can take 1-2 working days once posted

International

International postage for one pet pillow is £5, but please find your final delivery price at checkout if ordering multiple items.

Royal Mail Tracked can take 5-10 working days once posted.

Please note, any customs tax, duty & customs charges incurred from shipping items overseas are the responsibility of the customer.

All Other Orders

United Kingdom

FREE!

Royal Mail 2nd Class takes 2-4 working days. If you would like special guaranteed by 1pm next day delivery, just pop me an email before you buy.

International Airmail

X SMALL PARCEL - £3.00  SMALL PARCEL - £5   MEDIUM PARCEL - £8   LARGE PARCEL - £12   X LARGE PARCEL - £16   XX LARGE PARCEL - £20

If you would like tracked & Signed Delivery, pop me an email before you buy.

Delivery to Europe arrives within 3 - 6 working days. Delivery to the rest of the world arrives within 5 - 10 working days.

Please note, any customs tax, duty & customs charges incurred from shipping items overseas are the responsibility of the customer.

Refunds & replacements

Where is my order?

If you think your order is running a bit late, please see above for details about processing & delivery times. Please also check for a Royal Mail slip, with your neighbours & at the local sorting office incase you missed the Postman. 

If it's still not adding up, please allow up to 21 days after dispatch and then contact me about your missing order. I will liaise with Royal Mail to find out what's going on. Please be aware that most items are handmade & limited edition, therefore a replacement may not be possible. I hand make most items so please allow time for me to create more products. Please send me an email for further details.

For orders outside of the UK, please wait 28 days before we can class the item as missing. International customers are urged to purchase tracked & signed shipping, as standard orders are not insured for loss. If you have purchased international tracked shipping and the parcel is lost in the post,  I will replace your item.

Can I return my order?

If you are not happy with an item please let me know. I don't like unhappy customers!

Unfortunately I do not offer refunds on custom orders.

I can refund any other order if your request to do so is made up to 14 days of receiving your order, or once the first attempt at delivery has been made. Please email me before attempting to return your item. I will issue the refund once the item has arrived at my studio.

Please note, I cannot refund the original postage on returned items. Return shipping is covered by the customer, unless the item is faulty. Proof of postage must be obtained when returning an item to Helen Penny HQ,  refunds cannot be made on lost returns without proof of postage. 

My order is faulty...

Please be aware that each piece is handmade and there may be some ever so slight imperfections.

If items are damaged in transit, so sorry! Please contact the shop to let me know. All damaged items must be returned to the shop for inspection within 7 days of reporting the fault.

I am happy to replace or refund an item if you report the item faulty within 14 days of receiving an order or once the first attempt at delivery has been made. If the item is in stock, the replacement will be dispatched once I have received your item & deemed it damaged. Please be aware that each item is limited edition & a replacement may not be in stock. I hand make every item so please allow time for me to create more products. Please send me an email for further details.

Proof of postage must be obtained when returning an item to Helen Penny,  refunds cannot be made on lost returns without proof of postage.