Delivery

UK Shipping

Orders are processed Monday to Friday and will be shipped within 3 working days of being placed, via Royal Mail Second Class. Costs will be calculated at checkout.

Personalised orders – processing times can vary. Please check specific product descriptions. Custom pillows will be sent Royal Mail Signed For.

International

Sadly I am no longer able to ship to Europe or Northern Ireland due to the new GPSR law.

Orders are processed Monday to Friday and will be shipped within 3 working days of being placed, via Royal Mail Standard Airmail. Costs will be calculated at checkout. International delivery arrives within 5 - 20 working days.

This service is not tracked. If you would like to upgrade your delivery, send me an email before you buy.

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

Personalised orders – processing times can vary. Please check specific product descriptions. Custom pillows will be sent Royal Mail International Tracked.

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. For orders outside of the UK, please wait 28 days. I will liaise with Royal Mail to find out what's going on. Please send me an email for further details.

I cannot refund orders that were sent to an incorrect or incomplete address.

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 personalised 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 me 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.