Delivery and Returns Information

OUR DELIVERY POLICY

How long does it take? We try to despatch orders paid by credit/debit card within two days as we receive your order subject to availablity. We aim to despatch all orders paid by cheque once the cheque has cleared our banking system, weekends and public holidays are excluded as there is no postal service. In the event that an item you order is out of stock, we will contact you by email immediately or by phone to let you know what the situation is.

INTERNATIONAL ORDERS

Pencrafts.co.uk gladly accepts orders from all around the globe. Available product lines, shipping rates and fees may vary depending on the delivery address for your order. Orders sent to international addresses are sent via tracked/registered Royal Mail International Signed For or Air Sure delivery depending on availability in the destination country. All postal charges will be calculated after your order is placed and you will be sent a payment request through PayPal for the postal charges prior to your items being dispatched. Delivery to Western Europe typically takes 3 working days after the date of dispatch, Eastern Europe 4 days and the rest of the world 5 days. These are the times quoted by Royal Mail and are typical times, orders can take longer to arrive than the quoted times. Your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. These charges are always the recipients responsibility. We ask that customers in the UK wait 7 working days and international customers 14 working days after your order has been dispatched for delivery to take place before contacting us in the event that your order has not yet arrived. If you have any Questions regarding our Shipping Policy please do not hesitate to contact us using the Contact Us page.

POSTAL CHARGES

All the items within the store are calculated on weight.

Pencrafts may add a handling fee to cover shipping materials and costs.

RETURNS

Items must be returned within 14 Days of receipt If you not happy with any pencrafts.co.uk product or products you are welcome to return within 5 to 7 days of receipt. A full refund with be issued after we have received and inspected the item or items. Unfortunately the postage paid is non refundable and you will have to get the item back to us. If for any reason you are not happy with a product or products I advise that you ring me first or email pencrafts.co.uk We will do our upmost to resolve your problem.

CANCELLATIONS

You have the legal right to cancel your order within 7 days of receiving the goods. If you wish to cancel using this right, you need to inform us using the email sales@pencrafts.co.uk. within 7 days days starting the day after you received the goods. You must take reasonable care of the goods and immediately return them to us in the normal way. We will not consider that you have taken reasonable care of the goods if they have been used in a way or to an extent beyond what would be reasonable when examining the goods. A full refund with be issued after we have received and inspected the item or items. Unfortunately the postage paid is non refundable

The following information is very important regarding returns from outside UK - and should be carefully read:

If you are returning goods from outside the EU – please ensure your package is clearly marked RETURNS. to ensure all correct customs documents are completed and attached. If you do not do this – there may be UK customs duties levied on the goods and we cannot accept delivery. In this event the package is likely to be returned to you and you will be liable for the duty. If you are returning items via Fedex, UPS or any other Courier Service there is a charge levied of approx 30 UK Pounds (by them - not by us !!), and they will usually demand proof that Duty has been paid. Please note, if these charges are raised, we will have to charge it to you. Therefore - we suggest you use AIRMAIL via the POSTAL SERVICE in preference...