Can't find the answer you're looking for? We'd love to help! Get in touch via our contact form, email or social media, and we'll be happy to answer any questions before you place your order or book your event.

Orders & Products

Are your products handmade?

Yes! Every Penny & Thread creation is lovingly handmade or carefully assembled in Essex, UK. Due to the handmade nature of our products, slight variations may occur, making each piece unique.

Can I personalise my order?

Absolutely! Many of our products can be personalised with names, initials, colours or selected charms. Please check the individual product description for customisation options.

Can I request specific colours or charms?

We'll always do our best to accommodate colour and charm requests where possible. If a particular item is unavailable, we may substitute it with a similar design of equal quality.

Are your products suitable for children?

Some products contain small parts and are not suitable for children under 3 years due to a choking hazard. Please read each product description and safety information before purchasing.

How should I care for my handmade item?

Avoid prolonged exposure to water, excessive force and harsh chemicals. Regularly inspect your item for wear and discontinue use if it becomes damaged.

Shipping & Delivery

Where do you ship?

We currently ship throughout the United Kingdom. If you're located outside the UK, please contact us before placing an order.

How long will my order take?

As many items are handmade to order, processing times vary depending on the product. Estimated processing times are shown on each product listing before checkout.

How long does delivery take?

Once dispatched, most UK orders arrive within 2–5 working days, depending on the shipping service selected.

Can I track my order?

Tracking is available on selected shipping services. If tracking is included with your order, you'll receive your tracking details once your parcel has been dispatched.

Do you offer local collection?

If local collection is available, this will be shown at checkout or arranged directly with you.

What happens if my parcel is delayed?

Once your parcel has been handed to the courier, delivery times are outside our control. If you experience a significant delay, please contact us and we'll do our best to assist.

What if my order arrives damaged?

Please contact us within 48 hours of delivery with photographs of the item and packaging so we can investigate and help resolve the issue.

Returns & Cancellations

Can I return my order?

Due to the personalised and handmade nature of many of our products, personalised items cannot be returned unless they are faulty or incorrect. Non-personalised items may be eligible for return in accordance with UK consumer law.

Can I cancel my order?

Orders may be cancelled before work has begun. Once production has started, personalised orders cannot usually be cancelled.

Events & Bookings

What events do you cater for?

We provide creative experiences for birthdays, baby showers, weddings, hen parties, corporate events, school workshops, community events, festivals and private celebrations.

What is included in the packages?

Our packages include all materials required for the chosen activity, setup (where applicable), guidance throughout the experience and packaging for guests to take home their creations.

How many guests can you accommodate?

Our packages can be tailored for both small and large groups. Please contact us for bespoke quotations.

How much is the booking fee?

A non-refundable booking fee is required to secure your event date. This amount is deducted from your final balance.

When is the remaining balance due?

The remaining balance must be paid at least 7 days before your event unless otherwise agreed.

Can I customise the colours and charms?

Yes! We love matching themes where possible and will do our best to source colours and charms that complement your event, subject to availability.

How much space do you need?

We require a clean, safe indoor area with suitable table space and seating. Outdoor events must provide adequate shelter in case of poor weather.

How long does setup take?

We normally require between 30 and 60 minutes before your event starts.

Do you travel?

Yes! We're based in Essex and travel to surrounding areas. Travel fees may apply depending on your location.

Can I reschedule my booking?

Where possible, we'll do our best to accommodate rescheduling requests, subject to availability and our booking terms.

How do I book?

Simply complete our booking enquiry form or get in touch via email or social media. We'll confirm availability and guide you through the booking process.