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Made by Penguins

Luxury Hand-Dyed Yarns

Delivery & Returns

Delivery

UK ORDERS


All standard orders are sent via Royal Mail. We aim to send them within two working days from the time you place your order, but we are usually much quicker. The exception being when we have sales on. During sales periods or promotional times such as reduced shipping - we ship all items at the end of the promotional period unless you order with Royal Mail first class shipping. 


Priority orders are sent via Royal Mail first class and we aim to ship the same or next working day. 


Special Delivery Orders are sent either by Royal Mail or in the case of larger orders, parcelforce. We send with a guaranteed delivery time and tracked. We aim to ship the same or next working day.


Once your order has been sent you will receive an email notification and a tracking number if you have placed a priority/special delivery order. If you have used our standard service you will not receive a notification. Our system requires manual entry, as a one person business if it is a choice between sending more orders or doing admin notifications I’m always going to choose sending more parcels. I think this is the best thing to do for my customers. Unfortunately we cannot change the fact people receive an email saying you will receive a notification. if you have not received your order after 10 working days please contact us.


From time to time we will offer free delivery, on all orders (the following does not apply it you have qualified for free delivery when spending over £60) this comes with a 3-5 day shipping aim. In the case of free delivery you should expect your order to take up to two weeks to arrive. We will of course always endeavour to be quicker. If you use a paid for service during these times our usually delivery time scales will apply. 

Delivery Costs

UK: Standard (Royal Mail 2nd Class)

up to £59.99 - £4.50

over £60.00 - FREE


UK - Priority (Royal Mail 1st Class)

£8.50


UK - Special Delivery (DPD)

£12.50


We arrange for your parcel to be collected from us ASAP, but at the latest the next working day when ordered before 5pm


EU/EEA

£8.50


Rest of the World

£12.50



We are only currently able to send items within the EU, Australia, UAE, Singapore, Canada & USA If you wish to place an International Order outside of these countries, please either fill out our contact form below or email us on 


shop@madebypenguins.co.uk 



Please note, we do not lie on custom forms, and we do not accept liability for fees incurred by customs.

How will I receive my parcel?

We thought long and hard about how you should receive your parcel, we want it to feel like your birthday when it arrives. Each item is lovingly hand wrapped. Our tissue paper is sprayed with a NEOM organic pillow mist, please e-mail us if you have any concerns or allergies.


As a standard we send in our exclusive branded MadebyPenguins bags not boxes, by Royal Mail signed for.


Ready to Ship v Pre-Orders

General sale ready to ship items are shipped as quickly as possible. We aim to ship within 2 working days Monday-Friday. 


Special event ready to ship items are shipped as soon as possible. We aim for two weeks after the event has closed. 


Our company motto is happy customers makes happy Penguins and we will always do our best to help you. 


Returns

If you don’t like your MadebyPenguins Yarn You are entitled by law to a 14 calender day cancellation period in which you can notify us of your intent to cancel your order. You must contact us prior to returning your item.


This cooling off period becomes active from the day that you receive your order. You are responsible for the cost of returning the item. If the item is deemed to be faulty, please contact us.  


Refunds are made within 21 calendar days of receipt of the item with us. It is your responsibility to send back and obtain proof of postage. In the unlikelihood of the returned product going missing in transit, you are to contact your postage provider for compensation, the product is legally yours until a refund is issued. We will not accept liability for items lost in the post being returned to us.



Items must be returned in the original condition, including the return of all free gifts and or sample items. They must be in their original packaging and must be free from scent and animal dander. Items not in their original condition cannot be resold, as a small business we have no choice but to return it to you, a refund or exchange cannot be issued. 


Refunds will be processed using the method of payment that you have used.


Items returned from outside the EU must be clearly marked on the customs label as "returned merchandise" so as not to attract import duty / VAT. Please also write "Returning to country of origin" on the package too. If you attempt to return the yarn incorrectly and we receive a customs fee notification, your items will automatically be returned to you by Royal Mail.


Special Orders, Dyed-to-Order and One is a Kind Yarns are excluded.

Questions???

If you have any questions please do reach out to us 


We aim to reply to all messages within 48 hours - during our opening times (we are addicted to technology nearly as much as Yarn so we are often much quicker) Please only send one message in this time frame, as an independent Dyer repeated messages can cause a bit of a backlog. If we haven’t replied within this timeframe, please check you have entered your details correctly.


shop@madebypenguins.co.uk


We are an exclusively online business at present so we are not contactable by phone.







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